This is a follow-up post to the horrible customer service I received at Ace Hardware Pondok Indah Mall yesterday. I got an immediate reply to my email from the store manager today, but I am sad to say that they are still blaming it on miscommunication and are still saying it was an accident.
Dear Diplomatic Wife,
First of all, we would like to apologize for the unfortunate incident that you experienced at Ace Hardware Pondok Indah.
Our explanation is that the incident was purely accidental and its truly not our desire to give u inconvenience.
We sincerely apologize to you with regards to this incident and will take steps to make sure that no such misscommunication will occur in our stores and improvement in our customer service. I also wanna say many thanks for your sharing and suggestions, its very meaningful to serve customer better.
Hopefully, this issue would not prevent you to shop at our stores in the future.
Store Manager Ace Hardware
How many times do I have to say that I am not complaining about the lost ladder (a purely honest mistake), but with how their customer Service personnel (Citra and Andan/m) handled the situation and their customer service technology (a call holding facility that automatically drops calls) which resulted in
- the problem not being solved earlier than it should have, and
- with me wasting my mobile airtime, car gasoline, parking money and 40 minutes (for a 5minute task).
Mr. Manager, how does one solve the problem or ensure that the same thing DOES NOT happen again, if you refuse to recognize the fault of your staff and your faulty telephone holding service?
Once again I am left with an empty apology that does not ring sincere in my ears.
(Image via Jen Tucker)