Bad Service - Compact Electronics

I received this on 12 June but have not had time to do any updates due to my full time job taking up a large proportion of my time but now that I have some time, here is the email.

Apologies to VL for publishing this so late, this should never have happened, and you have my apologies for that.

Name : VL (user chose to use only initials)
Date & Time : 12 June 2009
Place/Website address : Compact Electronics at Sim Lim Square
Person Serving Me : N/A
What Did I Intend to Buy/What I Bought : Rechargeable batteries

My Experience : I went to “Compact Electronics” #02-72 at Sim Lim Square on 11 Jun around 7pm to shop for a set of rechargeable batteries and it turned out to be a downright insulting and humiliating experience.

I was approached by one of the staff and I told him I was looking for Sanyo Rechargeable batteries. He showed me the batteries and asked how many I need. I then asked for the price and he told me $12 for a pack of 2.

I recalled a pack of 4 costs $16 two years ago, I told him I need to consider. As I was walking away, he said $5. I approached him to clarify but he told me to shop around on the price.

With disbelief, I checked out 6 shops with prices from $24 - $32 for a pack of 4. I went back to him but he showed faces & asked me to go shop around again. I told him I would like to get 2 packs of 2 from him but he replied arrogantly “I won’t sell” and asked me to continue to shop around.

I was totally numbed by his response and left the shop. I never felt so humiliated in my life. This is not service at all. Such unforgiving attitude not only provokes, it is downright humiliating. Fortunately, my foreign friends were not with me then; otherwise, such terrible behavior would have caused permanent damage to the ‘shopping paradise’ image of Singapore.

While I had bought the batteries from another shop, I felt compelled to highlight this humiliating experience in writing which I hope the Sim Lim Square Management, CASE and Singapore Tourism Board can take appropriate measures/actions against the shop “Compact Electronics” #02-72.

Overall Rating : 5 Brickbats

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Dell Customer Service Takes Hits

In an article dated 20 February 2009, technology portal Cnet.com reported that Dell's customer service has taken a massive hit.

Reading the article, it states in a survey that Dell's service ratings have been slipping over the last few years.

What's interesting though, are the comments that come from readers of the article. It seems many are in agreement with the article and have found consolation that they are not alone. But if you ask me, to read such comments shows a clear sign that many are unhappy with Dell's service. One reader has even gone on to describe the experience as Dell Hell. It's encouraging to know Dell are taking measures to improve their service to their customers but some have questioned if it is already a little too late. How many times have we encountered situations where after buying an expensive item, the after sales service is shoddy at best and we hardly get any help at all?

In my opinion, computer manufacturers, distributors and resellers need to constantly evolve in the aftersales area in our increasingly wired and tech based world to win consumer confidence. Consumer confidence in your brand will only come with continued support from your backend and a constant improvement in offering better support and service to your customers, from the marketing to the aftersales end.

Here is a video I dug up, dated 11 March 2008, where Dell's Steve Schuckenbrock, president of global services and CIO at Dell, talks about the bad customer service reputation they have been getting.


Got a customer service experience to share? Email me to get your story published! Do remember to read the submission guidelines and how we rate establishments before submitting.