• Category Archives Bad service
  • Isetan Trying To Kill Customers

    Isetan is a Japanese Department Store chain, which happens to have a couple of branches in Malaysia.  Being Japanese, one could be lead to believe it would uphold certain standards, but the Malaysian branches are generally unbelievably poorly managed (as you can see here).  While it is generally expensive and the products are poor and limited, they are unfortunately by far the closest supermarket to where I live (and the only other option Giant is even worse albeit a lot cheaper).

    Today however I got the scare of my life (I am being serious here!), but before getting into that I need to explain something that happened a few days back.  About a week ago I bought some sliced ham at Isetan’s non-halal section (the Lot 10 branch on Bukit Bintang).  I had most of it but forgot a few slices, sealed in a plastic bag, in my refrigerator.  Yesterday I noticed the ham and decided to chuck it out.  Much to my surprise the darn thing was crawling with several maggots.  While I would not have eaten the ham after a week in the fridge, it should not be crawling with maggots after a week unless it was contaminated by the time I bought it.

    Forward to today, when I at 8pm saw this:



    The important thing here is that while most things in the display case is wrapped in clingfilm, the ham is not.  There are 3 pieces of ham completely uncovered.  Also it is worth noticing the glass didn’t feel cold, so whatever temperature that display case it being kept at it is definitely not below 5 degrees Celsius (no visible thermometer).  I asked the guy that attended the non-halal section how long it had been kept like that, and he said all day.  This was at 8pm – that is 11 hours straight – cooked meat at something close to room temperature in an open display case.  No wonder the darn thing is crawling with maggots after a few days.

    Thinking back I actually did have quite a bad food poisoning with stomach cramps about a week ago, and by now I am quite certain where I caught that.

    It is absolutely mind boggling that Isetan dare to be that careless with the health of their customers.

    I am currently investigating who is responsible for this in Malaysia, and do believe me – proper authorities will be informed about this.

  • Fool me once, shame on you…

    Google just announced a new service/app – Google Keep:

    That is sort of entering territory previously owned by Evernote.  Google are quite good at creating great innovative web service and they are quite good at creating Android apps, so I have no doubt this will be a great service.  Will I be using it?  The answer is no – I will not even try it.  Let me explain why.

    Back in 2009 Google announced a new service called Wave.  It was sort of a merge of email and instant messaging and to me it was absolutely fantastic and I used it as a primary means of communications in a number of projects I was involved with.  After about 1 1/2 years Google decided they couldn’t be arsed any longer and they announced that they would terminate the service.  In Google’s defense they were quite nice about it.  First of all they let it run for quite a long time after the announcement.  Second, they made all the source code open source and by the time they did close Wave, there was actually a reasonable alternative available (although I never really bothered with them – I just switched back to email and instant messaging).

    Back in 2005 Google launched a RSS feed syndication service called Google Reader.  Contrary to Wave, which I used in a number of specific projects, Reader to me quickly became the way I digested news.  Reader made it possible for me to follow a huge number of news site, without being distracted by anything irrelevant and without reading the same thing over and over again.  It is quite simple really – time wise I use Google reader more than any other web service.  Whenever I got some spare time or a break, I usually check the news on Google Reader.  I don’t watch TV and I rarely read News Papers – I just use Google Reader with a massive amount of news feeds.  In March 2013, Google announced that they would shut down Google Reader.  They immediately removed the Google Reader Android app from Google Play and they gave a 3 month warning on the web service.

    I am really sorry Google, but you have pissed off one of your great fans.  Over the years I have truly appreciated Google’s innovation and original ideas.  You might argue that I haven’t paid  for all the services I have enjoyed, but that is not really true.  First of all I have accepted that Google’s business model is advertising – and I have in fact always configured my ad blockers to allow Google ads.  Also, I have never ever owned an iPhone.  To me there was never really any doubt – I bought an Android phone when it came out.  I put up with the quirks of a new platform in the knowledge that it would grow great.  I think I have been an early adapter of nearly every single web service Google have launched.  Some – like Wave and Reader – became part of my daily life.  Others – like Google+ – never sparked my interest (I did try it).  But Google need to understand that what kept me spending time, being an unpaid beta tester, was the promise of services that would make my life easier or more interesting.

    In US, the government have a web-site where the public can create any petitions they like.  If any petition reach 100000 votes it will be reviewed by the administration.  Days after Google announced the termination of Google Reader a petition was started on change.org and that petition reached 130000 after a few days.  Google have not posted a single response to this.  I know that Google’s turnover surpasses the economy of many small countries, but still – they might not yet have turned evil but they have most certainly turned bloody arrogant.

    So there you have it Google.  I actually think your Keep service will be great, but I will absolutely stick with my post-it notes and/or Evernote – simply because I have lost trust in you and feel that you have grown arrogant.  I don’t want to end up in a years time, with hundreds if not thousands of notes and then you pull the rug away from under me and close the service.  For you this is probably just an idea you toy around with and you will close it when you get bored or decide it has got no monetary value.  For Evernote it is their core business.

    In the future if Google want me to spend time on their new services, they can give me a call and offer to pay me for my work.


    I got a few comments on this one and I’ve got two things to add.

    First of all I found Tiny Tiny RSS and it is absolutely brilliant.  It’s a PHP server application and it works almost exactly like Google Reader.

    Second I feel like adding how I think Google should have proceeded if they wanted to stop allocating resources to their Reader service:

    1. Announce that the current version is final and new registrations will be closed.
    2. Remove all links and references to Google Reader from other services
    3. Close access for new registrations
    4. Wait until nobody use the service any longer
    5. Switch it off

    It is that simple really.  I refuse to believe that Google could even feel the cost of keeping the actual servers running.

  • KK Again

    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://larsrants.blogspot.com/2012/07/most-inconvenient-convenience-store-or.html) and I posted an inquiry on their web-site (which in turn generated an email to enquiry@kkgroup.my with a copy to me).  In said inquiry I did provide the KK group with my mobile number and my email address, but needless to say I never heard anything in return.

    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.

  • Customers? Well, Fuck ‘Em

    I wrote yesterday about the incredibly inconvenient convenience stores of Kuala Lumpur.  Today, when out for lunch, I saw another good example.  This time it was the local 7-Eleven receiving new stock:

    There is plenty of space to park a little to the side, so that potential customers doesn’t have to squeeze by the truck (the door is behind – very close behind), but no way the staff would be that considerate – screw the customers – they are obviously not very important.

  • Most Inconvenient Convenience Store (or: Fraud in Broad Daylight)

    A few years back there was a few 7-Elevens around in KL and some typical Chinese “convenience stores” but not much else.  For some bizarre and completely incomprehensible reason, 4 or 5 years ago, new ones started popping up everywhere.  I would guess I currently have at least 15 of them within 5 minutes walking distance.

    They all have one thing in common: they are all inconvenient.  A common trait seems to be that they are staffed with complete morons and the managers are appointed from the least moronic of these.  The staff is without exception rude, slow, lazy and the shop managers wouldn’t dream of ordering new stock before they have run out of the old one – with the result they are constantly out of the most popular items (but got plenty of whatever crap nobody want to buy).

    However annoying these shops are in general, a few month ago a new one opened about 50 meters from where I stay and this one appears to have taken the “inconvenient” part to a whole new level.

    I don’t even know exactly where to begin.  On the surface they are exactly like the rest of the shops, and yet – they appear to have somehow managed to find staff that are even more clueless than the usual stock.  A few weeks ago I entered the shop and they were playing music so loud the staff couldn’t hear what I was asking them.  Instead of taking that as a clue to turn down the volume, instead the staff tried to make me shout my order.  The only thing I shouted was asking them to turn down the volume, but the staff shouted back that the manager had told them to play at this level.  Needless to say I gave up and walked to the nearby 7-Eleven (which at least don’t play music at nightclub levels – that one only stinks like a sewer).

    Another thing I noticed in this shop was that they always gave wrong returns, but up until yesterday I never really thought about it.  Out of general habit I always make an estimate in my head and if the amount requested is more than a few Ringgit of my estimate I know something is wrong.

    Yesterday is the first time I figured out the staff’s approach.  Notice the following receipt:

    The first 3 items on this receipt was from the previous customer.  In other words – the staff punch in the items and have the cash registry show the sub-total, then they let that sub-total carry over to the next customer.  If it works – presumably they pocket the money from both transactions – if not they just apologize and alter it (if the owners ever read this check the security tapes – the exact time is on the receipt above).

    Immediately following the above example I was talking to a French couple who just left the shop – and they had been cheated in exactly the same way several times.  I have also seen people be short changed – and as mentioned – I have experienced it myself a number of times (only – yesterday is the first time I kept the false receipt).

    If this had happened once or twice over a long period, it could possibly be considered an honest mistake, but not so – let me stress that this happens often and consistently.  It is absolutely amazing that a scam such as this can run for as long as it has run already.  The before mentioned French couple had contacted KK several times through their web-site with no obvious results.

    I will send a link to this blog entry to KK and see if they get back to me.  If they do I will add their comments here – if they don’t (which is more likely) I will mention that too.

    Update July 10, 2012:

    I did send them an inquiry through the web-site.  Apparently it just generates an email of which I received a copy and the other copy went to: enquiry@kkgroup.my. Needless to say that now, after 1 week, I have not heard anything back and by now it’s probably too late to check the security cameras anyway.

  • Better Options

    Dome in KLCC has got the dubious honor of being the only place repeatedly mentioned here (see: here and here).  You could accuse me of being an utter moron for going back to a place that is that certifiably bad, however, they do have quite a nice location outside KLCC overlooking the park and well in my defense, I have never before been there at breakfast time.

    Their menu advertised a “Big Breakfast” for RM 25.  One thing I noticed is that while it seems fairly cheap in fact this does not include coffee or juice.  Most outlets in KL is serving a big breakfast including coffee and juice for around RM 30++.  In reality Dome’s offer would come up to RM 40 or so – if coffee and juice was to be included.  The “Big Breakfast” included “Eggs as you like” and other stuff, so I went ahead and ordered one.  When we got around to the eggs, I asked – as I always do – to have them made as an omelet.  This caused some confusion and the waiter explained: “we only serve eggs as sunny side up or scrambled”.  I explained that I don’t like that, but really wanted my eggs made as an omelet, and the waiter went to fetch the manager.  A few minutes later the manager arrived and explained to me that their customers only “liked” either scrambled eggs or sunny side up.  He also explained that in the past they had customers who liked omelets but that was years back and definitely not possible any longer.

    This may not seems like a bit deal, but think about it.  Why would they not want to serve an omelet?  There can really only be 2 or 3 possibilities:

    1. They train monkeys to do the “cooking” – not qualified kitchen staff

    2. They prepare everything in advance and nothing is actually cooked when ordered

    3. They couldn’t care less about what the customers want

    Needless to say that I decided to walk to the next outlet (that is probably less than 30 meters) and have my breakfast at Chinoz (I think the full name is “Chinoz on the Park“).

    Chinoz is actually quite a nice place.  They had a breakfast buffet (various bread, cereals + some local Malaysian favorites) with coffee and juice included for RM 23, and for RM 33 an item from the a la carte menu could be included – for example – an omelet.  In other words, Chinoz was not only cheaper than Dome, but also had a significant better choice, and more to the point – they was able to serve the eggs as I like them not as they dictate their customers ought to like them.

    But that is not all really.  The staff at Chinoz are, and have always been, quite switched on.  They are attentive, courteous and generally seem to enjoy working there – which is in sharp contrast to Dome where nobody – from manager down seem to give a hoot about the place or their customers and all the staff seem more busy chit chatting than actually paying attention to their customers (in fact, they have taken “ignoring customers” to a completely different level).  Also Chinoz actually leave so much space around their tables that you can walk to them without bumping into 10 people on the way, whereas Dome have squeezed so many tables in that it is quite impossible to reach them without annoying the other guests.

    It is beyond me why anybody would spend a single Ringgit at Dome when Chinoz is right next to it.  Both offer the same view of the park, Chinoz pretty much serve everything Dome can come up with and then some.  But most important – as a customer at Chinoz I have always felt quite welcome, whereas the few times I have visited Dome I mostly had a feeling they would prefer if I left as soon as possible.  Well, no worries – I have in fact walked out the last couple of times I have been there, I did walk out this time and I will do so in the future.

  • Healy Mac’s Cattle Hoarding

    As readers of this blog have probably realized already, I am generally not impressed by the service in Malaysian bars and restaurants. Generally poor and inattentive service is caused by uneducated staff and clueless owners and it is not particularly malicious.  For the past year or so I have been a fairly regular visitor to Healy Mac’s in Changkat Bukit Bintang, but yesterday I had what I can only describe as a quite shocking experience there.

    When I arrived I bumped into a friend of mine who was seated at a tiny table squeezed into a corner.  One of the staff approached us and suggested we moved to a larger table.  While moving I pointed out to the staff that this larger table had a sign saying “reserved” on it.  The staff said that was not a problem and removed the reserved sign from the table.  I now proceeded to order drinks and dinner for two.  About five minutes after the drinks arrived, but before dinner arrived, another staff approached us and informed us rudely that “we had to move to another table since this table is reserved”.  I pointed out that we had been seated at this particular table by one of the staff (and pointing out to said staff that the table had a reserved sign) and that I found it extremely inconvenient to hoarded around like cattle – in fact inconvenient to a point where I would rather enjoy dinner in an alternative establishment if they insisted.  A few minutes later the manager of the place arrived and ordered us to leave the table.  He used the word sorry a lot but this must be the particular Malaysian type of sorry (which is just a word with no meaning whatsoever) and the fact that we had been seated at the table by a member of the staff didn’t seem to have any influence whatsoever.  At the end of the day I gave up and went to another restaurant for dinner.

    While having dinner at Finnegan’s, I couldn’t help myself thinking about good old Fawlty Towers:

    It is extremely funny watching John Cleese make an arse of himself, but trust me – my experience in Healy Mac’s was not funny.

    I can’t help myself thinking if this is in some way related to the infamous quiz night.  Last year Healy Mac started having a weekly quiz night on Mondays and in the beginning it was great fun.  Unfortunately at some point the whole thing started being way too serious and to me that reached the pinnacle when I was invited to join some kind of “championship” and without being told or asked turned out to be representing Healy Mac and the name of our team was forcefully changed to reflect that (“Healy Mac’s …). I pointed out that I don’t represent any commercial entity without getting compensated so I immediately resigned from the team and have not participated in the quiz night ever since.  I guess in some way this might have been the manager’s little revenge but it is mind boggling how something that should be fun can turn into something this serious.

    Speculation aside nothing can change the fact that the staff and the manager of Healy Mac’s stepped out of line in this case and what is worse – they did this knowingly.  How on earth they can justify treating their customers with this little respect is beyond me and I can only urge everybody to avoid this place completely.

    One last thing.  I did notice a few complaints on Healy Mac’s facebook page, and I did in fact comment on one myself.  However, within 24 hours my comment (and the other negative comments) were deleted.  I have seen this before and I can only repeat that places who do not stand up to public scrutiny but have to hide criticism has got serious problems and that alone is reason enough not to visit them. A serious pub or restaurant listen to their customers complaints – that is the only way they can improve.  A place who ignore and try to hide negative comments is a place who have no intention or wish to improve.

  • Lars’ Principle (or: Avillion Port Dickson Lost the Plot)

    The Peter Principle describes how “in a hierarchy every employee tends to rise to his level of incompetence”.  I’d like to use this opportunity to announce the Lars Principle, which describes how in Malaysia every hotel and/or restaurant keep increasing the price until there’s absolutely no value for money left.

    The latest example of this is Avillion in Port Dickson.  Avillion have always been expensive.  In fact it has always been damn expensive, however – in my opinion – it has got two things going for it:

    • The rooms are awfully pretty
    • The “adults only” pool

    The service have never been all that great and the food is absolutely not spectacular in any way, but those two things sort of made the place worth a visit anyway.  However, now they have raised the price to RM 600++ per night (and that was on a damn Sunday – absurd).  I guess 600 per night would be ok if everything about the place was fantastic, but seriously – it is NOT and in that light the price is truly absurd.

    I arrived a bit early on Sunday Oct. 30, 2011, so the room was not ready.  Since I did arrive at 11 that wasn’t really surprising and I don’t blame them for that.  I just went to the pool to wait there.  However, arriving at the pool, things really went south.  The pool attendant more or less ignored us completely, and when asked about towels his response was: “towels out – no towels – half an hour”.  I am sorry – 600 ringgit per night and they are out of towels.  Around 12 I went to see if my room was ready and it was.  While at the reception, I did tell the girl in the reception that it was kind of absurd that they didn’t have towels and she promised to take care of it.  She also promised to fix the TV in the room (which was not working).

    At 1pm, towels still hadn’t arrived at the pool, so I decided to give the manager a call and raise some pulses a bit.  The manager promised to take care of it immediately.  Well, I don’t know what was/is her definition of immediately, but the towels finally arrived at 3pm – JUST as it started to rain big time.  In other words – the few hours of sunlight there was, we couldn’t really use the pool as there was no towels.

    When the rain started, we went to have some lunch.  While having lunch I asked the guy who appeared to be the manager at the Crow’s Nest if there was anywhere I could watch the Formula 1 race in the late afternoon.  He promised to check it out and came back a while later and said that it was not possible since they did not have Star Sports channel anywhere.

    After lunch, leaving the Crow’s Nest restaurant, I went pass Avillion’s karaoke bar, and on a sudden impulse I went in and asked the girl in there if they could show Star Sports since I wanted to watch the Formula 1.  The girl said that she would see what she could do and call me when she knew more.  Half an hour later she called and confirmed that of course she could show me the Formula 1.

    At 5pm I went to the Karaoke bar and watched the Formula 1.  I did have a chat with the girl working there, and it turns out she was a student and she had only been there for 2 weeks.  Now – let me repeat that – she was a student and had only worked in Avillion for 2 weeks.  In my opinion she was the ONLY person I came across that actually behaved as she worked in an exclusive and expensive resort.  She obviously went above and beyond what is generally expected of staff there and honestly – it is not her that should be a student – she should be the teacher educating the rest of the staff there.  I sincerely hope they pay her well, because she is the only staff they got that actually go out of her way to make the guests feel welcome.

    The conclusion is quite obvious though.  Avillion – or rather the owners of Avillion – look at the place as a cash cow.  They try to cash in on the fact that they are seen as the best resort in the area, but in reality they just want your money – they are (with the exception of the before mentioned student) doing absolutely nothing to make guests feel welcome or to justify their absurd pricing.  Needless to say I will try very very hard to find alternative places (and for that price I can actually fly up to Thailand and find one there).

  • Flying High Falling Hard (review: Pinchos Tapas Bar, Changkat Bukit Bintang)

    I have written before about Pinchos Tapas Bar in Changkat Bukit Bintang, Kuala Lumpur and since I “discovered” the place some months back I have grown quite fond of the place.

    I first entered the place because they were one of the few places left that still serve Carlsberg beer and I really am fed up with Tiger draft.  While having my Carlsberg I gave their tapas a shot and they were really quite good – not to say absolutely excellent.

    Yesterday a friend of mine were having her birthday, so I invited her out and I thought tapas was pretty cozy.  Unfortunately on this occasion it would appear that none of the “bosses” were around, so everything – service and quality – had gone to hell quite literally.

    It was a Wednesday evening and the place was fairly busy but not as busy as the other times I’ve been there (there were free tables – the other times I have been there I had to sit at the bar).

    We ordered 6 different items from the tapas list and a bottle of wine.  When they brought the wine I asked for some ice water and the waiter informed me they did not serve ice water but only bottled water.

    To me this is just mind boggling stupid.  The other times I have visited Pinchos I have ordered beer, but if I am ordering a bottle of wine I want water with it and paying 12 Ringgit for half a liter of water just pisses me off.  The tap water in Malaysia taste like shit, but at home I have a water cooler and I pay 8 Ringgit for 5 gallons of fine drinking water.

    After a considerable time the food finally arrived and boy was I in for a surprise.  I am not sure what went wrong in the kitchen on this particular night, but while the tapas have been truly great on my other visits, this time it was pretty close to uneatable.  Everything was oily as hell and it would appear the kitchen had run out of everything that even resembled spices or herbs.  The garlic chicken was some tasteless tiny chunks of chicken breast in a watery/oily substance without any taste what so ever.  The albondigas (meatballs) which are normally served with a nice tomato/onion/garlic sauce this evening was litterally served – well – in oil (or rather probably whatever fat ran out of them when they were cooked).  The worst by FAR was the dates and bacon.  On that particular plate was 6 black – and I do mean black – pieces of something.  And it tasted – well you guessed it – like charcoal.  They were completely burned.

    When I pointed this out to the waiter she immediately switched into the typical Malaysian apology mode and started rattling off excuses (they were busy she said – sorry – no they were not more busy than all the other times I have been there).  I pointed out – politely – that she had a number of options:

    1. She could leave things asis – in which case I would leave as a really angry customer
    2. She could bring a replacement for the charcoal
    3. She could throw out the charcoal and make sure it did NOT appear on the bill

    After some thinking she decided to replace the dish and brought back a new one – slightly less burned (but still quite badly burned) – with 3 pieces.  WTF!!!!  It’s true that there was only 3 pieces left on the dish she returned, BUT that’s because me and my guest had already had 3 pieces of charcoal.  The point was that I find it uneatable and I only knew that after I tasted it.  At the end of the day I paid full price for 3 pieces of char coal and 3 pieces of something very very close to char coal.

    All in all the evening was a disaster – and a quite expensive one as well.  I guess all restaurants have bad days and as such fuck-ups can happen to the best of us.  That is perfectly understandable.  What is NOT understandable is letting the customer pay for your fuck-ups.  Years back I had a rather disastrous dinner at a Danish restaurant and once I pointed out to the owner that the food that evening was rubbish she returned with a bill containing the bottle of wine and nothing else – with the remark: at this place customers do not pay for bad food!  Now – THAT is the right attitude – admit if things goes wrong and try to compensate your customers, but do NOT let the customer pay normal price for sub-standard food and service.  But apparently at Pinchos they are quite OK letting their customers pay for bad food.

    As a conclusion Pinchos have lost one customer – what they did at this particular evening was charging a lot for utter rubbish.  Cheat me once – shame on you – cheat me twice – shame on me.  It’s not that there are no alternatives, so expect to see a review of some other tapas place here shortly (possible after Werner have stopped using the sidewalk as his private car park).

    Update Oct. 12, 2010

    After I wrote this I posted a link to this blog entry on Pinchos Facebook group.  After all it was only fair that the management got a chance to comment on it.  Unfortunately I just discovered that the link I posted have been deleted with no mention at all.  This send a strong signal about Pinchos attitude towards their customers and their own sense of quality.  A restaurant that tries to hide a bad review instead of actually being grateful that the problems are pointed out to them is a place to avoid at all cost.  I must admit that I seriously misjudged this place when I initially found it quite agreeable.  I suppose if you got a gambling gene you might still appreciate the place, – order your food – it might be great or it might be rubbish – but either way you will be charged the same.  Kind of like a casino or a lottery ticket really.

    Update Oct. 18, 2010

    One thing that rarely fails in Kuala Lumpur is the pattern or lifespan of bars and restaurants.  They open up slowly at which times some of them are truly excellent.  If they ever take off big time and become popular the price increases and the quality drops like a rock and 12 month later they are history.  I have lived in KL for around 12 years by now and I can’t count the number of times I have seen this exact pattern and I will never be able to understand why.  Owners of bars and restaurants are pleased when people spread a good word around, but they seem to forget that bad words spread even faster and that they might lose customers for the very same reason they originally got them.

    Yes, I am harsh in my reviews but not without reason.  I have zero problems paying for good service and excellent food, but I have a serious problem and zero tolerance with places that choke in their own popularity and arrogantly start taking their customer appreciation for granted.

    I don’t know if Pinchos is traveling down this same path.  What I do know is that most of the times I have been there it has been really excellent.  However, as I wrote the last time I was there it was absolutely an awful experience and well – if you read the comments by the owner himself, you will see that exact arrogance that I am talking about.  As if I am supposed to understand why they can have a bad day – but on a bad day like that I have to pay the same price that I will pay on a good day and be happy they will let me spend my money there.  Personally I think it’s the owner who should show appreciation for the fact that they did have a bad day and make sure that remained their problem – not mine.

    Well, as he writes, he’s got a busy restaurant to run, for now at least…

    (the owners comment was written on a Monday afternoon, so let’s just include a picture of Pinchos taken just a few hours later – Monday evening around 8pm)