Friday, July 30, 2010

Apple EpiCentres in Singapore: service sucks 100%

Yesterday I called all the six Epicentres selling Apple products, and not a single one bothered to pick up the phone.

Perhaps they were really busy so I called again this morning. Same thing happened-all either sleeping on the job or taking cover or pretending to be busy.

Aren't they running a business?

Since they display such poor customer service, Apple should consider scrapping them from its list of re-sellers. They are giving Apple a bad name.

And its customers a headache!

These places are really epicentres-epicentres of very poor customer service!

Thursday, July 29, 2010

Apple customer service in Singapore: EpiCentres get F grade

Apple may make lustful products but its customer service in Singapore leaves much to be desired.
There are 6 EpiCentres in Singapore selling Apple products.

I called all of them to make an enquiry but not one bothered to pick up the phone. These places are not exactly swarming with customers at 3pm on a weekday. As a matter of fact, unless Apple is launching a new product like the iPad, they are pretty deserted.

Apple Singapore deserves an F grade for customer service.

Monday, July 26, 2010

Japanese customer service - myth or truth?

When it comes to customer service, the Japanese are right at the top. No question. Theirs is unique, and I don't think any country in the world can surpass them.

And it's not just those in posh shopping malls but also those in convenience stores, commuter train stations, bus drivers and conductors and ordinary shopkeepers who are extraordinarily polite and respectful towards towards their customers.

And they are prepared to go the extra mile to serve you. When a customer makes an enquiry they're totally focused on his or her expectations.

At train stations, officials take the trouble to explain what's printed on the tickets.

At a shopping mall in Tokyo I noticed a lady carrying some files bowing to passers-by every now and then. I put her to the test by pretending to ask for directions. She went to great length in explaining how to get to a certain shop.

I noticed an old lady entering a bookshop, and coming out with one of the staff members. From her body language I guessed she was asking for directions as well.

To the Japanese, customers are gods. And they demand good service.

We have much to learn from the Japanese about good customer service. With aspirations to be a shopping hub, Singapore has to take good customer service seriously or lose out to countries like Hong Kong, Thailand and Japan.

Thursday, July 22, 2010

Philips Singapore vs Best Denki Singapore Customer Service

In my opinion and that of my friends , Philips products are not very popular. Frankly, when you want to buy a TV, the brands that come to mind are maybe Sony, Panasonic or Korean brands like Samsung.

However, its juicer seems good so I bought one.

The trouble started when I tried to register it online as required. First, Philips website wants you to . create an account (with lots of personal info). OK, I did that.

But when I tried to register its product, it failed after 5 attempts. I gave up. I tried to send them an email but they want all kinds of personal info first. I gave up. So much hassle just to send a simple email.

I decided to email Best Denki. As simple as ABC unlike Philips.

And Best Denki was prompt with their response, and helped resolve my problem.

As for Philips (Best Denki contacted them), the firm contacted me, explaining at great length how to register my product. I had done all that but I failed 5 times as mentioned earlier.

This is the last time I buy a Philips product. The hassle alone can kill you. Perhaps it tries to capture too much personal information from customers (invasion of privacy), and thus overload its system.

It should simplify the processes of registering its products and its email system.

As they say, once bitten twice shy!