About five month ago I wrote about the staff at the so-called KK Convenience Stores in Kuala Lumpur. Back then it was a clear-cut case of the staff (one guy in particular) directly cheating the customers. I wrote about this on my blog (original article is here: http:/
Since the previous incidence I have generally avoided all the KK shops in the area and instead used the alternatives (which are plenty). Today unfortunately I got caught in some rain and decided to pop in for some ciggies. And would you guess it – the exact same guy who have previously cheated the customers was still working there.
This time he didn’t really try to cheat (and I gave him exact change, so he didn’t really have a chance), but he did complain loudly that the banknote I gave him was slightly torn in one corner and insisted that I gave him another one. I explained to him that as a customer I really wasn’t in the mood to argue with the staff, but when he kept arguing I pulled out my phone and snapped a pic of this sign prominently displayed right next to the cash registry:
This sign in itself is quite interesting. First of all – and this might be news to KK – customers always share all experiences with friends – good OR bad, but the ones that are remembered are the bad ones and the ones people bother to blog about are also the bad ones.
Second is the number of their so-called careline. For readers not familiar with Malaysian phone numbers, that is a mobile number.
Thirdly is their Facebook page. If I check that I get this:
I guess they printed those signs before they actually bothered to check if the Facebook page was available.
Last is their web-site URL. The resulting page looks like this in my browser:
Anyway – the mobile number somewhat surprisingly did work and I got to talk to someone who called herself “Trudy”. Trudy said that she could easily remember I made that complaint 5 month back and that they already replied on Facebook. This is actually quite impressive. Trudy remembered a complaint that was made 5 month earlier and she posted the reply on an non-existent Facebook page. No wonder she expected the same level of clairvoyance from me and naturally I should have expected that a blog post and an email would be replied on Facebook.
No, all jokes aside, this is a serious matter. It is serious because KK obviously do not take complaints very serious. It is serious because KK obviously don’t have any problem whatsoever keeping staff around that cheat the customers.