My blood pressure is going up, dealing with Transcab.
Background:
My brother left his handphone on Cab SHB7979A on Monday, 9 January 2006. He boarded the cab at South Bridge at around 8pm. At his destination, because it was raining and he had a big box and several other items to carry, he did not realise that he had left his handphone behind. When he realised that his handphone was missing, he made a report with the company, and got the report number 01976, and was told that the company was unable to contact the driver via his handphone on Tuesday morning, but no one answered. The response from the company was that the driver was perhaps still asleep as he worked the night shift, and that since it was a public holiday (Hari Raya Haji) the staff at the hotline did not have access to the drivers records, and thus other numbers, asked my brother to get back to them on Wednesday, when the office would be open.
As my brother had to go out of town on a business trip, he tasked me to follow up on the case.
I called the company on Wednesday, to see if they had managed to contact the driver, and was directed to the Lost and Found where I spoke with a Ms Lim. She too, tried to contact the driver, but once again, he was not answering his phone. She said that she would try later on in the day, and get back to me.
As I did not reeive a call from her on Wednesday, I called again on Thursday. However, as I called past 5pm, no one answered the phone at the office, and I had to call the hotline. A very helpful lady - I think she was Indian or Malay, but I forgot to ask for her name - served me. She was unable to find the report 01976 and asked me to make another report and gave me the report number 02202. She tried to contact the driver for me, but told me that all the numbers she tried were "no longer in service", and asked me to call Ms Lim the next day.
On Friday, I once again called Ms Lim, and she tried to contact the driver, but once again, she was not successful. She said that driver in question (driving at 8pm on Monday, 9/01/06) was a relief driver, but the relief driver the company managed to contact said that he was not driving that night, so they were trying to contact the other relief driver. She said that she would contact the hirer to have him pass the message to the relief driver in question and have him call the company. She said that she would get the manager to call the relief driver, as she believed that the driver would call the manager back.
As once again I have no news from the company, I called again today, Saturday, 14 January 2006. Since no one answered on Ms Lim's line, I called the hotline once again.
Complaint 1:
The initial report was made early on in the week. Since then, I had to call the company every single day for news. I could not simply make a report, and count on the company to fully investigate and get back to me with the results of their investigation. I had to follow up every single FREAKING day. Not only did I have to call the company EVERY day to find out the status of the investigation, *every time* I call, the response I get is "We are unable to contact the driver". EVERY! SINGLE! BLOODY! TIME!
Something is seriously wrong when a company is unable to contact it's driver for an entire working week.
Complaint 2:
This is regarding the service extended during today's (14/01/06) call. When the operator picked up, I asked to speak to someone senior, like the manager on duty. She asked me what the matter was, so I told her. She responded that someone had already called me back to inform me that the driver said that he did not see the phone. Really? This was news to me as no one I had spoken to in the past week was able to contact the driver. Suddenly they managed to contact him? And no one called me to inform me? When I asked her who called me and told me that? She asked for the report number. Now, how did she know that someone had called me back when she did not even know the report number? Is she psychic?
When I told her the report number, without so much as an 'Excuse me', she put me on hold. How very rude. When she got back on the line, she told me that they were unable to get in contact with the driver as he did not switch his radio on. What a sudden change in story. First, they contacted me to tell me that the driver ahd already said that he did not see the phone, next, they are unable to contact the driver.
When told *again* that they were unable to contact the driver, I got even more frustrated. I told the lady that I've been calling everyday, and that's what they tell me everyday. Enough was enough. Her response? In a very frustrated tone: "We cannot contact the driver, what more do you want us to do?" What do I want the company to do? I want the company to be able to contact the driver and ask him if he had seen the phone without me having to call and follow up EVERY SINGLE DAY! I want a customer service officer, which is what she is supposed to be, not to show her frustration at one already very frustrated caller.
I asked that she not raise her voice, I was already very frustrated over the whole matter, of having to call everyday, of not having any answers. And that she was not helping by raising her voice at me. She then said to her colleague "She says she's very frustrated" in a sarcastic tone, and then once again rudely put me on hold.
After a while, another lady came on line. She said that she was the supervisor. I think her name is Sally, and the first lady's name is May. Anyway, Sally too, cannot do anything till Monday, since the office is closed. She did say that she would call me back. We'll see how successful she is in contacting the elusive driver.
I do hope that someone can settle this matter for me. I do not wish to be calling Transcab every single day for the rest of the year. I have better things to do.
Background:
My brother left his handphone on Cab SHB7979A on Monday, 9 January 2006. He boarded the cab at South Bridge at around 8pm. At his destination, because it was raining and he had a big box and several other items to carry, he did not realise that he had left his handphone behind. When he realised that his handphone was missing, he made a report with the company, and got the report number 01976, and was told that the company was unable to contact the driver via his handphone on Tuesday morning, but no one answered. The response from the company was that the driver was perhaps still asleep as he worked the night shift, and that since it was a public holiday (Hari Raya Haji) the staff at the hotline did not have access to the drivers records, and thus other numbers, asked my brother to get back to them on Wednesday, when the office would be open.
As my brother had to go out of town on a business trip, he tasked me to follow up on the case.
I called the company on Wednesday, to see if they had managed to contact the driver, and was directed to the Lost and Found where I spoke with a Ms Lim. She too, tried to contact the driver, but once again, he was not answering his phone. She said that she would try later on in the day, and get back to me.
As I did not reeive a call from her on Wednesday, I called again on Thursday. However, as I called past 5pm, no one answered the phone at the office, and I had to call the hotline. A very helpful lady - I think she was Indian or Malay, but I forgot to ask for her name - served me. She was unable to find the report 01976 and asked me to make another report and gave me the report number 02202. She tried to contact the driver for me, but told me that all the numbers she tried were "no longer in service", and asked me to call Ms Lim the next day.
On Friday, I once again called Ms Lim, and she tried to contact the driver, but once again, she was not successful. She said that driver in question (driving at 8pm on Monday, 9/01/06) was a relief driver, but the relief driver the company managed to contact said that he was not driving that night, so they were trying to contact the other relief driver. She said that she would contact the hirer to have him pass the message to the relief driver in question and have him call the company. She said that she would get the manager to call the relief driver, as she believed that the driver would call the manager back.
As once again I have no news from the company, I called again today, Saturday, 14 January 2006. Since no one answered on Ms Lim's line, I called the hotline once again.
Complaint 1:
The initial report was made early on in the week. Since then, I had to call the company every single day for news. I could not simply make a report, and count on the company to fully investigate and get back to me with the results of their investigation. I had to follow up every single FREAKING day. Not only did I have to call the company EVERY day to find out the status of the investigation, *every time* I call, the response I get is "We are unable to contact the driver". EVERY! SINGLE! BLOODY! TIME!
Something is seriously wrong when a company is unable to contact it's driver for an entire working week.
Complaint 2:
This is regarding the service extended during today's (14/01/06) call. When the operator picked up, I asked to speak to someone senior, like the manager on duty. She asked me what the matter was, so I told her. She responded that someone had already called me back to inform me that the driver said that he did not see the phone. Really? This was news to me as no one I had spoken to in the past week was able to contact the driver. Suddenly they managed to contact him? And no one called me to inform me? When I asked her who called me and told me that? She asked for the report number. Now, how did she know that someone had called me back when she did not even know the report number? Is she psychic?
When I told her the report number, without so much as an 'Excuse me', she put me on hold. How very rude. When she got back on the line, she told me that they were unable to get in contact with the driver as he did not switch his radio on. What a sudden change in story. First, they contacted me to tell me that the driver ahd already said that he did not see the phone, next, they are unable to contact the driver.
When told *again* that they were unable to contact the driver, I got even more frustrated. I told the lady that I've been calling everyday, and that's what they tell me everyday. Enough was enough. Her response? In a very frustrated tone: "We cannot contact the driver, what more do you want us to do?" What do I want the company to do? I want the company to be able to contact the driver and ask him if he had seen the phone without me having to call and follow up EVERY SINGLE DAY! I want a customer service officer, which is what she is supposed to be, not to show her frustration at one already very frustrated caller.
I asked that she not raise her voice, I was already very frustrated over the whole matter, of having to call everyday, of not having any answers. And that she was not helping by raising her voice at me. She then said to her colleague "She says she's very frustrated" in a sarcastic tone, and then once again rudely put me on hold.
After a while, another lady came on line. She said that she was the supervisor. I think her name is Sally, and the first lady's name is May. Anyway, Sally too, cannot do anything till Monday, since the office is closed. She did say that she would call me back. We'll see how successful she is in contacting the elusive driver.
I do hope that someone can settle this matter for me. I do not wish to be calling Transcab every single day for the rest of the year. I have better things to do.
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