Say TAK NAK to Projet petrol!!!!!!!

[headache]

Please help me fan-out this email/posting as it is a shame that a new entry into the petroleum industry is making her customer unhappy. Not only that, do take note of the response time/date as well.

Here are the email correspondence and, as of now, I have not receive any word from them and it's been 3 days since. Noticed that my h/p nbr is provided in my email.

Since I used to work in a multinational company as Head of its customer service department, we have a policy of responding to ANY customer complaint/issue/enquiry within 48 hours.

The least I could expect from Projet would be to answer that they have had a detailed discussion with the person affected and that a re-training of his roles and task will be carried out immediately. Whether Projet really carry out this re-training is another matter but at least they have made me happy instead of being mad. [:(!]

Customer complaint. Ref: Mer# 1000103993
========================================
Apr 27
Dear Sir,

As a 1st timer to use your petrol, I'd like to lodge my
dissatisfaction at your station in Kayu Ara, Damansara.

Incident:
Name of company: Projet & Destina. (222269-U)
Date: 24th April, 2004
Time: 11.50am

I droved into pump nbr 1 and wanted to use my credit card but the
machine was spoilt.
A malay girl approached me and asked me to go to another pump but to
avoid another start and go is not good for the car. Then, I noticed a
counter outside and approached the man, manning the booth, going by
the name of Manimara. I gave him my credit card but he told me that I
could swipe my card at the pump. Then, I told him that the card reader
is spoilt. He replied that I could nevertheless pump the petrol and
then pay at the counter. Duly, I went over but could not use the pump,
as expected. Not wanting to waste more time, I drove over to pump nbr
5 and then use my credit card. Then, I came back to pump nbr 1 and
took some pictures of the faulty card reader and drove off.
My issue is:
1/ Why doesn't Mani accept my credit card in the 1st place?
2/ Why isn't Mani aware that the card reader in pump nbr 1 is faulty?
There was another chinese lady that complaint about another pump that
does not accept her credit card.
3/ I've wasted 16 minutes of my productive time for non-value-added
activity. And, that speaks a lot of negativity for a person who uses
your petrol for the first time.

Please feel free to contact me at 012-<zipped> to show you the credit
card slip as proof of my unhappy purchase.

Thank you for your attention.

--
Best Regards,
... <zipped>

Re: Customer complaint. Ref: Mer# 1000103993
May 9 (3 days ago)
Dear <zipped>,

Thank you for visiting our website and for providing feedback on your unhappy experience at one of our ProJET outlets.

After further investigation with our business partner of the outlet, we have discovered that the cashier had meant for you to fuel up first and then pay by credit card at the payment counter. We apologise for the miscommunication and have counselled him on the proper technique of communication with a customer. It is hoped that this incident will not recur.

We regret the incident and hope for your continued patronage of our ProJET outlets. We are grateful for the feedback which you have provided us and hope that such incidents will not be repeated.

Yours sincerely,

--
Customer Care
ProJET Malaysia Sdn Bhd
General line: (6)03-5634 5900
Web site :www.projet.com.my

______________________________________________________________

Sign-up for our new refresh card and get instant access to wide
range of privileges every time you spend a minimum RM25 on fuel or at
destina. It is a refreshing alternative from ProJET.
click on the URL for more info. http://www.projet.com.my/refresh_priviledges.php
______________________________________________________________

The information in this electronic message may be privileged and confidential.
If you received this email in error, please contact me immediately. Thank you.

--

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May 9 (3 days ago)

Yes, he did ask me to fuel up first but the pump couldn't work. I
think that this pump is not "released" without paying upfront first.
This incident is inescusable and I know you are protective, as you
should rightly be.
Continued patronage after this incident and then your type of reply?
You must be kidding.


--
Best Regards,
... <zipped>

 

[ambayah]

You did not get scammed right? IMHO they were being professional. It's one of their staff miscommunication.

Maybank customer e-mail support takes almost 2 weeks to reply, which the answer did not make me happy.

Regards,
Loyal Projet Customer.

 

[headache]

You did not get scammed right? IMHO they were being professional. It's one of their staff miscommunication.

Regards,
Loyal Projet Customer.

This indian guy sitting high & mightly in his air-con booth made a fool out of me and made me walk to and fro, unproductively.
If you had known what time means to me and what REAL customer service is all about, you'll just be as mad as I am.

 

[headache]

Maybank customer e-mail support takes almost 2 weeks to reply, which the answer did not make me happy.

Regards,
Loyal Projet Customer.

I also have problems with Maybank recently. As usual, they did not respond but I went up to higher levels and copy my emails to the papers and other media.

It's time we stood up for our rights and not to take NO respond as an answer.

 

[ambayah]

So now you saying I dont know what REAL customer service? Do they have a policy to reply to emails in 48hrs? I'm just saying that it's thats indian fault and the department which you sent the email to was being professional.

p/s: peace :D

 

[headache]

So now you saying I dont know what REAL customer service? Do they have a policy to reply to emails in 48hrs? I'm just saying that it's thats indian fault and the department which you sent the email to was being professional.

p/s: peace :D

I don't know whether they have such 48 hours policy or not. When I was with CS, we had such policy.

If that email from Projet is being professional, what is not professional?

Do you know that I have problems with Caltex, too?
Do you know that they called me on my handphone and cum to see me and take me out for lunch?
Do you know that I paid for that lunch?

Do you know who gains if Projet take care of its customers' satisfaction?

Please do not support Projet blindly if you don't know the facts of the case not do know what a BETTER customer service is all about. Peace be with you.