To complain or compromise?

Saw this email exchanged between Suntec Customer Service & one upsad customer. This is an excellent example of what not to do especially when you are in service line.

Looking at the mails exchanged, compromising will be a better option rather than complaining cos I don't think they are actually looking into your complaint but to reply you with their "usual response" only. Very disappointing..

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> ----- Original Message -----
> From: Thomas Lee
> To: Linda Tjendekia
> Cc: Suntec Customer Service ; Juliana Yong
> Sent: Wednesday, October 25, 2006 9:43 PM
> Subject: Re: Poor customer service at Carrefour
>
> Hi Linda
>
> Thank you for replying to me with the usual message as suggested by
> Hamidah in her email to you
>
> Now I know how much Carrefour value their customers. I shall forward
> your email and Hamidah's email to all my contacts so they will know too.
>
> Thank you
>
> From 'Your valued customer'
>
> Dr Lee
> >----- Original Message -----
> From: Linda Tjendekia
> To: tvcr123@singnet.com.sg
> Cc: Suntec Customer Service ; Juliana Yong
> Sent: Wednesday, October 25, 2006 6:25 PM
> Subject: Poor customer service at Carrefour Dear Dr. Lee,
>
> Firstly, let us take this opportunity to thank you for your patronage at
> Carrefour Suntec City. We would also like to thank you for your valuable
> feedback on our service.
>
> Please accept our sincerest apology for the unpleasant ordeal and the
> inconvenience that we have put you through with this inexcusable lapse
> of service. We have highlighted this issue to dept management and a
> serious briefing has been given to assure that we will continue to
> strive to strengthen our customer services to minimize inconveniences
> for all our customers.
>
> At Carrefour, it is our goal to render service excellence in the retail
> scene and we will continue to strive to deliver the best services to
> benefit all our valued customers including your goodself.
>
> Thank you.
>
> Yours truly,
>
> Linda
> Management Support Officer
> Appliance & Textile Divisions
> Carrefour Suntec City
> ---------------------- Forwarded by Linda Tjendekia/SING/Carrefour on
> 10/25/2006 05:54 PM ---------------------------
> Sent by: Suntec Customer Service
> To: Linda Tjendekia/SING/Carrefour@Carrefour-SG
> cc:
>
> Subject: Poor customer service at Carrefour
>
> Hi Linda
>
> Reply to customer the usual msg but lupa cc it to you.... sorry lupa
> (festive mood) :-) Kindly reply to customer ya.... once again Sorry.
>
> Many Tks
> Hamidah
> >---------------------- Forwarded by Suntec Customer
> Service/SING/Carrefour on 10/25/2006 01:35 PM
> ---------------------------
> Please respond to Thomas < tvcr123@singnet.com.sg >
> To: suntec_customer_service@carrefour.com
> cc:
>
> Subject: Poor customer service at Carrefour
>
> Dear Sir/Mdm
>
> I was at Carrefour-Suntec City - on the night of 15/10/2006 to buy the
> following items, a laptop, a fax machine, a DVD recorder and a roadbike.
> I left with only the laptop and the DVD recorder. I did not buy the
> roadbike because the staff serving me could not tell me the difference
> between a $900 bike and a $300 bike except that they were both had
> aluminium frame. I did not buy the fax machine because no one bother to
> serve me despite standing at the fax machine section for 15 mins. I
> approached a staff at the adjacent section selling telephone but all he
> told me was the staff selling fax machine is not around and did not
> offer any assistance.
>
> On the 21/10/06 I returned to Carrefour - Suntec City - to get a refund>
> for the laptop as I had discovered that the laptop only supported
> Windows XP and could not be used to run my DOS programme. The salesman
> who sold me the laptop 6 days earlier was very unhappy and refuses a
> refund of the laptop citing various lame excuses. He finally agree to a
> refund after I went through Carrefour's refund policy with him. At this
> point he make a photocopy of my identity card claiming the company's
> need to track my refund history. I was outrage and disappointed at being
> treated like a criminal and asked for the duty manager. The duty manager
> arrived and agreed that it was not Carrefour's policy to make photocopy
> of customer's IC but he was no better than the salesman for he wanted to
> take down my particular's instead.
>
> I am very disappointed with the Carrefour's staff, from the lack of
> product knowledge to the lack of service and finally to their staff's
> attitude of negating on the company's promise of a refund if goods were
> returned intact. They should not bother to track my refund history as I
> will not be shopping there anymore.
>
> Dr. Lee Boon Kok
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