Pakatan Harapan: Improving Communication with Public

Why this post?

Well it's because I'm not aware of any other channel besides Twitter and even that risks being ignored or drowned out by other tweets.

The Najib regime taught me a simple fact when having to deal with the Government, it was mostly tedious. Telephone calls unanswered, and if answered - different replies. Emails that are not acknowledged leading to no reply. So the next best thing is to make an e-request that will probably take forever for a reply as well.

We Malaysians are basically a very laidback lot and if we could go to work by staying at home, we would.

Searching the Net for a solution on their official websites will often result in nothing too because the Frequently Asked Questions conveniently does not have the answer you want. Alternatively there will be forums and chat groups that are not "official" but then everything is hearsay, and given the fact that 2 government officers can also give different replies to 1 question!

How vexing!

I hope the Pakatan Harapan Government (at least the Negeri-negeri where they won the state) will find ways to simplify communication between them and the public. Fact: There is much knowledge to be gained from listening to the public, and knowledge is power.

The public is a pillar for the Government. Without its support, PH could be seeing a return of BN. Yikes!

Show us you love us by listening to us. Let us let you know what we like about you. Let us tell you what you are doing well and what could be even better. Make us a part of the Government by engaging us as much as needed.

Start by simplifying communications:

1. Let us be heard, not hurt. Nothing beats human to human communication when it's prompt and clear.
2. Touch base with us from time to time, put us on your newsletter list. Add in an option for us to feedback.
3. Don't call us on the phone, we are busy too! Of course, if it's urgent send us an email first and then call us!
4. Organize community gatherings where we can meet up, no ceramahs please!
5. If we voted for you, make it clear to us the location of your Community Service Centre.
6. Follow through on 1 - 5.

Last but not least, how would you like us to communicate with you too?

What Every Malaysian Should Know

Know what you are complaining about and the correct authority tasked to enforce and investigate.

This is actually quite useful and I gleaned if off the MCMC website. In case there are those of you who do not know what the MCMC is and represents, do click the link to their website.

For example:

I was driving under the DUKE2 flyover when splatters of concrete mix hit my car from above. I ended up with a scratches and stains on my car's paintwork.

What I should have done immediately was to lodge a police report, instead of attempting to wash off the concrete mix. (threat to life/property)

So far, I've only written to the Public Works Department and DUKE2. Let's hope they reply soon. If they do, I'll post a comment immediately.

Malaysia Broadband Access Services – When and Where to Complain

Foreword

I'm blogging about this subject as I came across several people (and that's bad) who were either having difficulties in approaching their ISP or had failed to get their ISP to act responsibly -- leaving them to unreasonably make do with the poor quality of their Internet connection.

A slow/poor Internet connection can be frustrating and in some instances mean loss of opportunity and also make you spend more time than you intended. 

Broadband combines connection capacity (bandwidth) and speed. Recommendation I.113 of the ITU Standardization Sector defines broadband as a “transmission capacity that is faster than primary rate Integrated Services Digital Network (ISDN) at 1.5 or 2.0 Megabits per second (Mbits)”. https://www.itu.int/osg/spu/publications/birthofbroadband/faq.html

Let's Get Started

There is an authority in each country that acts as the regulator for Broadband Access Services, as like the MCMC (Malaysian Communications and Multimedia Commission) does in Malaysia.

Whether you a residential or business customer subscribing to broadband access services from an ISP (Internet Service Provider), your rights are the same – that is, you are entitled to complain to your ISP when the quality of the service falls below your expectations.

Quality of Service is rated on connection availability, bandwidth availability, latency, jitter and packet loss.

The MCMC does not regulate jitter (the variation in latency as measured in the variability over time of the packet latency across a network). A network with constant latency has no variation or jitter.

It does however set the minimum requirements for the rest as follows,

Network Availability 99.9% of the time, excluding scheduled ISP maintenance works
Bandwidth Availability > 70% of your subscribed speed, 95% during busy hours
Latency < 85ms
Packet Loss < 1%

Note: Bandwidth is a measurement of how much data can be transferred at a time while speed is a measurement of how fast things are done.

According to “protocol”, you are expected to lodge a complaint with your ISP prior to any contact with the regulatory agencies. Why agencies as in plural?

Yup, there is another party to contact –

Communications & Multimedia Consumer Forum of Malaysia (CFM),
Malaysian Communications & Multimedia Commission (MCMC),
Off Persiaran Multimedia,
63000, Cyberjaya,
Selangor Darul Ehsan.

Hotline : 1800 18 2222
Fax : 03 8320 9083
Email : aduan@cfm.org.my

Working Days : Mon - Fri, 9:00am to 6:00pm


The former acts to mediate between you and the ISP to resolve your complaint, while the latter is supposed to protect your rights as a consumer.


CONSUMER PROTECTION & COMPLAINTS BUREAU
Malaysia Communications & Multimedia Commission (MCMC)
MCMC Tower 1, Jalan Impact, Cyber 6, 63000 Cyberjaya Selangor Darul Ehsan, Malaysia

Hotline : 1800 – 188 – 030
Fax : 03 8688 1880
Email: aduanskmm@cmc.gov.my
Website: http://www.skmm.gov.my

Working Days: Mon – Fri, 8:30am to 5:30pm


WHY go through all the trouble to complain when most of the time all I need to do is to restart my connection?

Simple,

• To make sure you're getting what you pay for. A speed test is useful if you feel a slow connection or want to see how your Internet is performing.
• Avoid the inconvenience from too frequent and too many restarts.
• Avoid allocating time for attending to the ISP’s service technician, who will come and find nothing wrong with your line signal quality and speed at the time of his visit.

Do the right thing today. When you don’t, nothing will improve.

Secret Recipe Complaint

http://www.secretrecipe.com.my/

The following "feedback" was sent to Secret Recipe for a very bad experience at their outlet in Desa Parkcity Kuala Lumpur on July 28, 2017.

Dear Sir/Madam,

Your reference,

Desa Parkcity KL Outlet

Table # 6

Invoice # P1090502

The time it took to end our ordeal is equivalent to,

1. Placing our order for 2 lunch sets.

2. Watching an African couple walk in, sit next to our table, and place their order.

3. Being served the 2 Ice Lemon Tea for our order.

4. Asking the one local staff if we could move away from the African couple as we were sensitive to the strong perfume smell from them.

5. Noticing something was wrong when the African couple were served their order, finished and leave after paying.

6. Informing the one local staff at the Cashier that we will only pay for the drinks as the food never arrived.

7. Watching her question and scold the foreign staff who could only answered that the Kitchen was "lambat".

FYI, the lack of sincerity is apparent while the quality of service is appalling. 

Why?  

Not a single word of apology!

Send your complaints to feedback@secretrecipe.com.my

#poorservice #badservice #denial #unapologetic

What To Do When DBKL Makes A "Fine" Error, DBKL Salah Saman

Foreword: A Compound, Fine, Saman, or whatever you wish to call it must always be paid promptly - DO NOT ACCUMULATE! It'll only gather "interest" that's not in your favor.

Not many people love to be wrong but will still pretend as if they are right. That said, not many people want to be wrong and do nothing about it...

So what happens when you are wrongly accused of something that you didn't do? Do you keep mum and make amends, or do you attempt to undo the wrongful?

Here's my lesson from DBKL's Jabatan Penguatkuasaan:

Last week, I received a registered mail from the Dewan Bandaraya Kuala Lumpur (DBKL). In it was a DBKL Compound Notice for a traffic offense. I noted the date, time and "location" of the traffic offense. While it was 100% impossible for me to be there at that time, I still paid the minimum RM100 Compound at Pos Malaysia the same day.

My reasoning (only later to be told as wrong?): Never owe others and make good what you do.

Of course, I did try to call the 03-40267200 contact number stated on the Compound Notice (before making my way to Pos Malaysia) but it went unanswered.

Since Pos Malaysia could only accept payment and nothing else, they suggested for me to check with the nearest DBKL office - which I did by calling them and was given another number for the Jabatan Penguatkuasaan DBKL (JPK).

[Trust me, it's not easy finding out on the Internet things you need to know especially if it's Malaysian. For some blessed reason, whether it's something about the national cars or in this case bila terima saman DBKL salah there's a fog in the Internet cloud]

In short, what I was told:

1. Do not pay the Compound
2. Email your dispute to jpk@dbkl.gov.my
3. It's faster if you come directly to see the officer

So the next day, I went to the JPK. No parking lots at the front as told; possibly a sign of what's coming. Parked at the adjacent shop lots area for RM2. Was directed to the door next to the Kaunter Aduan. Met with the officer there (a soft spoken chap but apparently with a suspicious nature because he started with examples of how people lie to avoid the fines and etc!), to him the Compound is probably correct. Phew! Completed a Borang Rayuan and was told that if I wanted I could also make a police report but it was not necessary to give him a copy!?!

At the Balai Polis, the officer at the counter took down the details of my case and printed a copy of the Police Report. Her 2 colleagues sitting next to her advised me that since DBKL mentioned the police, a copy of the report should be given to them.

On my 2nd trip (the same day) to the JPK, I ended up paying RM2 for a RM1 parking ticket as the Parking Terminal was faulty. I truly wonder what happens to the excess money collected since it's not registered by the machine. Submitted a copy of the Police Report and requested a signed acknowledgement.

A week later, I received a call from the JPK's Proses Saman. The lady officer informed me that DBKL will refund the payment I made, but I would have to provide them with my bank account number and proof that the account is under my name vide a bank statement!?!
The next day, I went to the JPK's Proses Saman and filled up a Borang Pengesahan Maklumat and submitted it together with the original payment receipt and copy of bank statement. According to the lady officer, she cannot disclose more information on the investigation done as her role in the entire process is only to forward applications. All-in-all the entire ordeal should end within 3 months once the DBKL Bendahari transfers the RM100 into my bank account.

* no indication of any compensation from DBKL for causing the pain and suffering arising from this whole affair.

Quick Summary:

1. Decide first whether to proceed with the below by weighing if the heartache, your time and travel costs, and patience is worth more than the sum of the Compound;
2. Do not make any payment in trust/faith;
3. Do not email DBKL, especially the Pengarah who has yet to reply any of the several emails I sent;
4. Go direct to see/meet them;
5. Make a Police Report before your trip to the JPK;
6. At the JPK, proceed to the Kaunter Aduan located on the Ground Floor;
7. You will be given a Borang Rayuan Kompaun. Complete it and submit together with any other substantial proof to support your claim besides the Police Report;
8. You should receive a call from them within 7 days. If not, another visit to the JPK is necessary.
9. In the event, you are unable to resolve the problem with DBKL -- your options are to pursue it at a higher level with the Federal Territory Minister. And if that fails, to seek legal counsel and action.

WARNING: This advice is only intended for those who are 100% sure that they have been wrongfully issued with a DBKL Compound. IF guilty of the offense, pay up!

Why You Should Not Buy A Samsung Mobile Product, FINDING Samsung A Bad Choice

For a brand awarded a Malaysian award for excellence (Putra Brand Awards 2015), surely that has to bear some weight in the manner of how Samsung operates as a reputable brand. Anything less and it belittles the Malaysia standard for excellence.

Reputable brands firmly believe in and deliver on their brand promise. They guarantee the quality of each sold product and personally warrant it against defects.

For your information, Finding Nemo (both the fictional Captain and Clownfish) would have been easier! Samsung is simply not consumer complaint friendly. [Add: Master of deception and Evasion]

I wasn't prepared and did not know how much future stress plus the accompanying heartache would follow when I purchased a Samsung Galaxy Tab S2 8.0 early this year in March 2016 from The Hello Station (M) S/B, a Samsung retailer located in Pavilion Kuala Lumpur.

Not even my past bad experiences with 3 Samsung smartphones and 1 Samsung Air conditioner stopped me. Prior to my current predicament, I had a Samsung Galaxy SIII which automatically kept on rebooting until the battery died or when it was removed. Even at that time, the process of returning it to Sen Heng Electric and getting it back took so long and the staff there were not happy to deal with product issues (the motherboard was replaced and that fortunately fixed the problem).

Now back to present...

I have been to SEMS Services S/B a few times already. Since it takes one visit to send the Samsung Galaxy Tab S2 8.0 in for "repair" and another to collect it back, it is cumbersome when it continued to be problematic. Apparently, SEMS is an authorized Samsung Service Partner which would would explain why they are more keen to replace parts.

Unfortunately for me, this Samsung model has to be pried open for access to any failed parts and that causes scratches to it. So far, the charging port part has been replaced twice, once in April 2016 and once in August 2016. That's already one time more than acceptable. 

And now, just barely a week after collecting it from it's 2nd "repair", the device remained stuck in Safe Mode (and nope, multiple restarts did not solve the problem) and the volume was stuck down as well.

I have,

1. Informed SEMS prior to it's 2nd "repair" that, if they did indeed check and confirmed  the same part as faulty -- to kindly not repair it, but to send it back to Samsung Malaysia Electronics in exchange for a brand new problem-free unit.
2. Listened to SEMS's explanation that they only do repairs and not replacements. Hence, they "repaired" the device instead of following my request to return it to Samsung Malaysia Electronics.
3. Attempted to escalate the defective product complaint to the dear Samsung people in Korea. A 100% impossible task as they practice a global customer feedback system that is strictly online thru their website www.samsung.com and the only replies by email from them cannot be replied AND the same details in the online feedback filled in again before subsequent "feedback" can be submitted. Note: Other channels mentioned on the website such as Twitter is equally disappointing.
4. Failed to contact Dr. Oh-Hyun Kwon the Samsung CEO, obviously.
5. Listened to a Mr. Seow from Samsung Careline Malaysia (+603 77137477) telling me today that he will try to help but no promises that I will get what I want, but "will at least get something". What that is, I really don't know.
6. Been informed by the same Mr. Seow that although Samsung Careline is under it's parent company Samsung Malaysia Electronics, he is unaware where the company is located or of it's contact details, and also that it is company policy not to share such information with customers. What's with the cloak and dagger routine? Certainly very dubious and lacking in sincerity for a branded company!

For the record,

• The quality of the product is questionable and not acceptable as the same problem occurred twice, while another just right after it's 2nd service.
• It is also unfair practice on part of Samsung to sell a defective product and allow the warranty period to "run" while attempts to repair are made; instead of replacing it when the same problem recurs.
• It cannot be expected of the consumer to return on a continuous basis to a Samsung Service Partner. Problems with the product must neither be repetitive nor excessive. When they are, the product is defective. Defective products should be exchanged immediately without delay.
• It is also unlikely that scratches will occur when reasonable care and skill is applied during repair. There are already visible scratches on this device.

Summary:

As far as the NCCC (National Consumer Complaints Centre) and TCCM (Tribunal for Consumer Claims Malaysia) are concerned, it's hard for them to act when the very people behind the brand are not open with their contact details -- in Samsung's case there's only a Careline number and a one-sided online feedback form...

So why is Samsung making it hard for even the genuine product complaints to be addressed?

IF Samsung is even a little bit concerned about it's product quality, it should proactively resolve valid negative product feedback immediately. Giving the consumer the runaround is not what a reputable brand will do.

Factual: People buy branded products to avoid poor quality issues that encourage visits from repairmen and to service centers.

IT is highly probable that Samsung constructively weaves a process that makes it hard for bad product feedback -- to minimize poor publicity -- in order to maintain it's product popularity -- by letting consumers think a Samsung product must be of good quality since complaints are few.

I'm giving Samsung Electronics Malaysia time to own up and do the right thing by and before the end of August 2016 with a replacement new unit (with full warranty). Failing which, it's straight to the TCCM!  

VALUE is the Number 1 Marketing Hack

To many people, marketing is all about making their product and/or services sell. Some may even think that it's just a way to reach out to new and current* customers.

* FACT : The majority of customers are not often loyal to the one brand, product or service.

For "marketing" to be effective, it's not all about doing more. It's about what you do. 

Take as much time as you need to review your VALUE, and it goes like this:

1. Vision

Is your brand, product and service exactly how you envisioned it to be? You have to get your offerings in shape before you even contemplate to share it with the world.

2. Appraise

Rate your most recent marketing strategies, plans and actions. Were they in line with your vision and how well did they work? You need to focus on the necessary amendments to your game plan when marketing is failing to bring in the business you need**.

* Need as in the business volume required for you to be profitable. Want comes in later and in the form of the business you think you deserve because you have a great brand, product and service!

3. Love

You don't just love the business your customers give you. You have to love your customers for keeping you in business! Find ways to show your customers that you love them.

4. Understanding

You need to know just exactly how your customers feel about YOU. Only then will you know how your brand, product and service can help them. Marketing gives you the platform to gain valuable feedback and broadcast your understanding of what they -- the customers want.

5. Emotion

Ultimately, how strongly you feel about your brand, product and service will determine your marketing strategies. Getting clear about your passion enables your vision to become clearer. 

And just how exactly does one do this? It's all about your VALUE.

Why Acer is Making Losses and Fail to Deliver

Anyone considering buying Acer should read this post before they do.

Maybe just possibly, problems like the ones you read here made its founder Stan Shih to retire when he did...although outgoing ACER CEO J.T. Wang claims it's only due to the write-off of its old inventory "worth" billions!

Always the staunch supporter of Acer, I believed in its brand philosophy, promise and quality -- even after experiencing a motherboard failure with one of its "best in class" (at the time it was bought) Notebooks - the Aspire 4736G.

Just Google it and you'll know what I mean.

Here's my rather disappointing Acer Experience at the recent PC Fair at Mid Valley in early November this year:

The Wrong Decision: After being told by the Dell person at the Dell Booth that the particular Dell desktop model I was interested in was sold out (at that on my 2nd day visit to the PC Fair!) and out of stock - I took it as a clear signal that buying Acer would be a better choice. How wrong I was!

It was our 2nd day visit to the PC Fair. We had spent the day before, browsing and sifting thru the various offers available.

We settled on the Acer Aspire TC603 which according to the brochure handout, is a model with the 4th Generation Intel Core i5-4430 Processor. The package included an Acer V206HQL 19.5" LED-backlit Monitor, 3 Year Extended Warranty, Speakers and 16GB Pendrive.

According to the salesperson, we could take delivery "immediately" if we took the 3rd Generation version of the same model and upgrading it to the 8GB we wanted would only be a few hours OR we wait for a week for delivery for the brochure version.

We opted for the version stated in the brochure as we were willing to wait out the 1-week delivery time. Honestly we were pleasantly surprised when the salesperson said that they could send it to their outlet nearest to us in Desa Park City for collection.

No After Sales Information...

After anticipating delivery (with exception of the in-between Awal Muharram public holiday), I started to feel uneasy and referred to the official receipt - it had no contact number stated on it! I then googled Thunder Match Technology and completed an online query form on their website, and 72 hours later no response.

Reachable, NO!

By this time, I had already obtained the contact number for their Head Office and started my attempts to call them up. 

After spending the whole morning right up till slightly after 2pm, the best I could get out of the various options from the automated telephonist, was a foreigner who finally answered and asked me to call back again  - as he was only the security guard! 

Swell!

Varying Versions...

I called the next number I had -- which was their outlet in Mid Valley. When I informed the person who answered that, I would like to know the status of the delivery for the TC603, he replied that it was out of stock and a discontinued model - all the time stating that it was the 3rd Generation version. Okay so I'll check with Acer Malaysia!

Dissatisfied with the response, I called Acer Sales and Services (Acer Malaysia - AM is short) at their toll free number 1800-88-1288. After providing details of my complaint, I requested that they clarified the matter with Thunder Match Technology (their appointed dealer, TM in short) and revert to me.

While waiting for AM's call, TM's Mid Valley rep calls to say that the TC603 was not in stock and when asked when it would be in stock,... he replies that he was unsure and instead offered an exchange to another product or, a full refund in lieu. 

Good news? Fat Chance!

After telling him that I would consider, I hung up just in time to receive the AM rep's callback. She basically repeated the same information of the TC603 being out of stock and even went a step further by saying it was discontinued after having checked with TM.

I told her it was impossible and this is when the AM rep said it is discontinued as it is a 3rd Generation version as per the brochure she had in hand. Luckily for me (or maybe not) the brochure I have stated it otherwise. After further questioning she reveals that the version I wanted had yet to arrive from Acer Taiwan!!! 

I then thought, "Why not escalate my query to Acer's HQ, Acer Inc. in Taiwan?" and asked her to send me an email contact for the said purpose.

"Great I thought" as I checked my Inbox to see that she had indeed sent me an email. When I opened it, I was beyond shock (after having been overly drained by all the stress and time wasting activities from what was supposed to be a simple purchase of an Acer Desktop) - she had emailed me alternative models for selection while stating that the TC603 is "not available in the Malaysia market" and Acer Inc's telephone and fax!

What !?!

Does this mean the brochure printed in Malaysia (most likely) for the Malaysia market with the listed model TC603 with the 4th Generation Intel Core i5-4430 Processor and further confirmed by the salesperson accepting the order over a week ago is WRONG !?!

Always Forgiving...

Extremely disappointed I then did the unthinkable, I counter offered to take the alternative model which was priced lower while insisting that all other items remain as per the initial package.

As I end this post I wait and see how AM and TM responds tomorrow.

P/S Just to add, there was an instance when the TM rep said that the TC603 was 4th Generation but differed inside !!! Now that really makes me wonder...

Endnote:

 Questions seeking answers with some you already know the answers to,

- This only happens in Malaysia?

- When will Acer make itself customer friendly by providing top level e-mail contact info?

- Does having a strong visible market presence ensure "proper" after sales service/support?

- Is Explore Beyond Limits referring to exceeding the tolerance limit for bad after sales service/support?

TESCO Malaysia Everyday Offers, Or Not?

Believe it or not but even the best of Malaysia's superchain hypermarkets do screw up, more than once! 

That's why it is always better to check, check and triple-check before you commit to your purchase. Although there is a written code that in established stores such as Tesco for them to honor the price tag on the product, what happens when instead of a tag -- a generic master tag on the shelf and/or bin is used AND WRONG? 

Hypermarkets are fond of saving manpower on price tagging, so they did away with individual item tagging. It made their life so much easier as price changes could be effected with just a simple one tag change per barcode.

Let me quote my personal experience at Tesco:

I am not too fond at times (too many to count) of having to be informed by the Tesco cashier to get a refund from the Tesco Customer Service Counter. More often there is a queue of customers already waiting their turn. Most of the times when I feel that my time is more precious I would just accept having paid extra because on top of the time spent in queue there is also a waiting time for their Customer Service representative to run to wherever the product in question is located to verify the difference!

Why can't anyone or someone please do their pricing changes efficiently?

I do believe that Tesco already has in employ more than sufficient staff at hand (reference: Kepong Village Mall, Tesco HQ - staff parking already spilled over to 2nd level) to manage and overcome the said problem. Perhaps THEY don't see it as a problem, who knows?

So coming back to the picture proof -- quite hilarious, really. I was informed by one of their floor staff who was busy stocking up the bin, that the product referred to by the price tag was not the product displayed below it but actually meant for another product???

Question: If not, why continue stocking up the same product displayed "since" another product was supposed to be in place?

My actual question was one of curiosity as I only wanted to know why the promotional price is higher than the previous normal pricing!

Lesson learned -- always compare pricing and never believe in "promotions". Lastly, do check the expiry too!

P/S Complaining is also futile, the real people in charge who do care are not easily reachable...

How to lodge a complaint

First and foremost, decide if there is justifiable cause for you to complain and whether it will get you the result that you desire. 

In this wonderful country Malaysia, I find that many of the service and/or product providers are if I may dare say so lackadaisical in their approach in handling complains that there brought to their attention (most don't even bother to acknowledge the complaint, think KFC, PizzaHut, Harvey Norman etc).

Perhaps it's the pride factor (I'm never wrong?) or maybe it's how many complains are written or made verbally when the person complaining is not in the "right" frame of mind. Believe me...I know because I've handled many complaints before.

Whatever and however, the best method to make known your dissatisfaction is to do it face to face and in front of the right person. Got it? You should try to RESOLVE your issue with the respective person or company before making it known in writing. Besides, it will serve as a reference that you have already attempted to resolve the issue but couldn't and hence the written complaint.

Alright and enough said. Now that you fave miserably failed to get their attention and expected desired response, the following information is important when you write-in:

1. General information such as your name and other pertinent contact details; and

2. Complaint Information - indicate location, date, time, cause of complaint and person(s) involved.

Always be clear and concise. Provide relevant facts in an orderly manner and avoid unnecessary details or repetition. Attach supporting evidence (if available). Last but not least, indicate a time that you would like to receive a response.

There is never a right way or a wrong way but there is a good way about how you go about getting things done or your ideas across. So best of luck!

What is 33388 SMS, Read the Fine Print or Be Charged

How to cancel 33388 free services?

If you have ever been charged for mobile messages, especially from 33388?

Give up?

Next time, read the fine print before accepting any so-called "free" offers. A friend of mine painfully learned his lesson by having all the prepaid credit in his Hotlink and Digi numbers drained out. Funny thing is, calling the mobile operator to cancel/block the "services" from 33388 does not work as no action is taken...

 Sample courtesy of 1Malaysia Voucher link:

This is a Djugo service. Djugo is not affiliated with, sponsored by or endorsed by any of the listed products or retailers. Trademarks, service marks, logos, (including, without limitation, the individual names of products and retailers) are the property of their respective owners. |You will be charged for all questions received by you (save for marketing SMS) including the first question is chargeable at RM4.00. | By answering a question, you will trigger the next question also chargeable at RM4.00 per question received by you.| Answer as many questions as possible to accumulate highest score at campaign closing date to win the prize.| No additional chargeable question will be sent if you do not answer the previous question. | There is no maximum amount of questions to be answered |Additional data and SMS charges may apply | Age: 18+ only - ask bill payer's permission | Helpdesk: 03 – 2175 4700 (9.30am – 5.30pm (Mon – Fri) | By sending an SMS to 33388, you acknowledge that you have read and understood the ‘General Terms & Conditions’ and agreed to be bound by these 'General Terms & Conditions'. | Closing date of the campaign: Friday, 1 June, 2012, 11:59 pm +8GMT. | Service Provider: Ericsson (Malaysia) Sdn Bhd.

TO STOP, send a message in reply to 33388 with the text OUT. In return you should get a reply that says they acknowledge and will stop sending any messages.

Good Luck,  you'll need it.

Footnote: Gimmicks WILL come in all shapes and sizes SO if it's FREE (most probably and often not) -- consider all before you accept anything.

The Perfect Out-of-Office Autoreply

I am currently out of the office on vacation.

I know I’m supposed to say that I’ll have limited access to email and won’t be able to respond until I return — but that’s not true. My blackberry will be with me and I can respond if I need to. And I recognize that I’ll probably need to interrupt my vacation from time to time to deal with something urgent.

That said, I promised my wife that I am going to try to disconnect, get away and enjoy our vacation as much as possible. So, I’m going to experiment with something new. I’m going to leave the decision in your hands:

• If your email truly is urgent and you need a response while I’m on vacation, please resend it to interruptyourvacation@[redacted].com and I’ll try to respond to it promptly.
• If you think someone else at [the company] might be able to help you, feel free to email my assistant, and she’ll try to point you in the right direction.

· Otherwise, I’ll respond when I return…

Warm regards,

Josh

Josh Kopelman, hat's off man!

My e-mail from News of the World

Dear .....

It is with great regret that we write to inform you that after 168 years we will publish the final edition of the News of the World this Sunday.

You will know that the paper has a proud history of fighting crime, exposing wrong-doing and regularly setting the news agenda for the nation.

However, in recent times the good things that the News of the World have done have been sullied by behaviour that was wrong and inexcusable.

As a result, the very difficult decision to close down the paper and notw.co.uk has been made.

Advertising space in this last edition of the paper will be donated to good causes and charities and all revenues will go to organisations that improve life in Britain and are devoted to treating others with dignity.

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The News of the World

Most Bizarre Questions and Requests from Air Travelers

As an Air Traveler Do You..in reply to How May I Help You?


Virgin Atlantic recently rounded up over 3,000 of its cabin crew and compiled a list of the most bizarre questions and requests put forth by its passengers.

Have you ever asked...

"Please can you open the window? It's stuffy in here."
"Can you stop the turbulence? I'm trying to sleep here!"
"Please turn the engines down because they're too noisy!"
"Please shut the crying baby up!"

Among many others include the classics as follows,

"Where's the shower?"
"Where's the kid's room?"

Believe it or not...

A Short Course in Living Life

The six most important words
I admit I made a mistake.

The five most important words
You did a good job.

The four most important words
What is your opinion.

The three most important words
If you please,

The two most important words
Thank you!

The one most important word
We

The least important word
What?

Loyal Customers are King

Loyal customers are your company's most valuable asset.

While many organizations have struggled in these challenging economic times, companies that have tapped into the long-term loyalty of their customers have thrived. Logically, this makes sense.

Not only is it less expensive to retain a customer than to acquire a new one, loyal customers spend more, try other brand offerings, purchase more profitable products and services, and are more likely to refer customers to your business. The longer a customer is loyal, the more profit the company gains.

Simple but true...

Selling Travel the Right Way - Call yourself a Travel Company

Everyone deserves to travel!

Travel awakens the soul and he who has yet to travel has only lived a page of life...LOH Ivan (2010)

While everyone deserves to travel, not everyone will. Modern day life although made convenient with the advances in technology and transportation has still a long way to go. Of course, we are not talking about Buck Rogers, Star Wars or even Battlestar Galacticca - although such a day may come.

People will travel provided that they have the means to travel. So what means are we talking about? There's knowledge, budget and desire which basically translate into knowledge of the destination that forms the initial thought of travel, budget that defines the level of comfort and whether it is affordable to travel, and last but not least the birth of desire which makes it a goal to travel.

Any respectable travel agent today would best avoid the word agent or agency, if they know what is good for them (no offense intended...).

It is better to be termed as a travel company with proud ownership of the products and services that are provided to public. Agents are purely representatives...

Full Service Arlines = Fine Service Attitude

Travel is already the norm in our daily life. Stop. Undisputed.

When something becomes the norm, competition increases and everyone who's in will start trying to be better and bigger in their attempts to capture the hearts of customers and to fulfill the customer's needs.

Full service airlines, FSA are not new to us. Full Service Airlines are more beneficial than low cost careers.

Full Service Airlines are those airlines which not only provide traveling facility but they make the journey memorable one with their services. There is lot many services provided by them to the passengers so that they don’t feel bored in their journey. Airlines placing top priority to give maximum benefits to the travelers who fly with them.

The most interesting thing is that full service airlines keep a tab on minutest thing. The aircraft interiors are designed in such a way to give you relaxed feeling. The seats are lay-flat which recline to 180 degree for giving passengers a good sleep. They provide cozy blankets and pillows to add more comfort in getting sound sleep. Not only this, there are options of dimmed lighting as well.

The next important service is in-flight entertainment. There are so many facilities available like LCD, music, magazines, books, etc. They also provide mobile chargers, I-pod chargers etc. Apart from entertainment the other important service is FOOD. The passengers look forward for a healthy and tasty meal while traveling. Full service airline provides healthy menu inclusive of drinks. Some of the airlines have started serving local & international cuisines.

The full service airlines provide comfort and luxury to the passengers at a very reasonable price. The passenger has to become little smart to avail maximum benefits in less amount. The passengers can plan their journey in advance and book their tickets accordingly. If proper researches done the tickets can be reserved in lesser amount. Check all the travel sites and negotiate to get a better deal, not just www.reliancetravel.com!

Cheap flights are also there to cater the needs of passengers. They provide full services whatever required while traveling. They give attention to every basic need of travelers. The staff is courteous, well mannered and dedicated towards their responsibility. The passengers can enjoy all these benefits at a nominal price.

SO which is correct, does FSA equate both ways? Let me know what you think...

P/S: Sorry Tony!

Build a success-oriented service culture

Good staff has plenty of options nowadays. They don't need to work for you and stay with you long term. Building a strong and successful company culture will help you to attract, develop and retain great staff.

It's important to get the right people into you organization and it's expensive to hire the wrong ones too.

Discover What Works, and What To Avoid,
To Build a successful Service Culture

Key Criteria:

• Develop your service philosophy
• Attract and retain the best people
• Reward strong team members
• Motivate and empower your staff
• Build successful partnerships
• Improve communication between groups
• Increase understanding and commitment
• Build a culture to support CRM programs
• Create a winning physical atmosphere
• Generate the spirit of service every day

The Death of Customer Service

The customer is always right (even if he/she is wrong). At least that's what I've learned in my course of work. Anyway, with all the rising cost of living the customer is now always tight.

I can't really tell when this disturbing trend and sorry state of affairs started but back in the good old days of the 1990s Malaysia, customer service (experienced first-hand account) was excellent compared to current day Malaysia.

Picture this,

You are shopping in (any) one of the departmental stores in Malaysia ~ seems that the larger the store the lower you can expect of the customer (virtually non-existent) service. As you move aisle to aisle you see some staff of minimum 2 (of course), although the numbers may increase, chatting and oblivious to your presence. Worse of all is that when you make your way over to their "circle", they don't stop. It doesn't matter whether you need assistance, attention, or even to make your way past them. They just will not budge! After you have politely excused yourself and uncomfortably squeezed your way through, and tearing your RM299 shirt on a protruding price holder along the way, you come across another 2 staff walking side by side meeting you head on. Instead of allowing the customer to pass by giving way, they make it their right of way by ensuring that either the customer gives way or is roughly brushed aside. And don't forget the idiotic tags that some staff may be wearing; ie. May I help you? My name is "Ungrateful" (example), Please tell me if I do not smile or greet you?. Waste of time, really.

Just what has come over us? Why is there such an obvious downward slide in the Malaysia hospitality sector? Is customer service dead? I'm sure it is.