Posts Tagged ‘customer service’

Last September 15, I lodged a complaint about a service I received from PNB’s Shaw branch. Then Tuesday, September 20, I received a call from Reichel because she said her manager and the area manager would like to see me personally and apologize for what happened.

The call in itself was enough acknowledgement for a seemingly small concern. I told her that a personal apology was not necessary as I just wanted to air out my frustration when I called first to ask if they accept a check for Allied Savings, informed yes I can but when I went to the Shaw branch I was told only cash deposits were accepted.

Reichel was persistent, she said it was okay, they really want to talk to me personally. Since I have work that day I kind of nonchalantly said prolly next Monday. I did not know they’d really follow through.

Today, both the branch and area manager took the time to come over my home and apologize. They even brought cake which was not necessary. Branch manager Manny Bathan asked what happened while area manager Marie Therese Montessor listened on. Then they apologized and told me that this was not a simple matter, they would prefer no complaints at all. Both have read my email (shown below) and agreed with me that I should have been informed that the Shaw branch does not cater to check deposits. Only three branches do, Cubao, Taguig and another branch I cannot recall now. Both stayed on a bit to try and know me personally. Also there was an open invite to open an account with PNB and maybe come see them when I am near their area.

Honestly I did not expect such a heartfelt attention and profuse apology for this. Nothing is small for them to attend to. So PNB, you made my day and as promised here is my toast to your customer service even when I am not a PNB account holder. I felt the sincerity and your need to make anyone a priority. Now I know PNB does live up to its You First slogan.

Thank you again and oh yeah, apology definitely accepted.

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You replied on 9/26/2016 7:52 AM.

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Dear Sir / Maám,

Thank you for taking time to write us about your concerns. We would like to express our sincerest apologies for any inconvenience this experience may have caused you. We have referred this matter to the concerned department for appropriate and immediate investigation. Rest assured that we will get back to you once feedback becomes available. May we also ask for your complete name and contact details for our reference? However, should you wish to remain anonymous, we will respect your decision.

Should you have other concern, please do not hesitate to email us again.

At PNB, we are here to serve You First

Sincerely yours,

Em Maquiling, Customer Care Representative
SQD – Retail Customer Care Department
Philippine National Bank, 2F PNB Financial Center
Pres. Diosdado Macapagal Blvd., Pasay City, Metro Manila 1300
T: (02) 5738888

Note: This email is logged under reference number PNB747993

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From: rachel huerto <r_huerto@hotmail.com>
To: “customercare@pnb.com.ph” <customercare@pnb.com.ph>,
Date: 09/15/2016 01:09 AM
Subject: RE: Your PNB General Inquiry

I want to place a complaint about an incident last Tuesday. I called the Allied directory and got the number for the branch in Starmall. I called the 736 number and got to talk to a Jake Cacanindin. I asked if I can do a check deposit for my mom who has an Allied Savings account. He said yes but the posting would be 2-3 days. I said that is okay and normal for a check deposit. He even asked me where I would be coming from. Before I put down the phone I asked him again if I can do a check deposit. He said yes and that they are open til 4. He was even nice enough to tell me where exactly the bank is.

That was a 12:45PM last September 13. So I walked from Greenfields to Starmall carrying with me my mom’s checks and ATM card. When I reached the branch, I asked the guard if they accept check deposits to an Allied Savings, he just ushered me in perhaps not hearing the check part. I got a number and waited for what seemed to be forever for my #38 number to be called. Mind you I was just 2 numbers away from no one near the counter. The tellers (Kristel Maguddata and Abbie Te) were busy doing something else despite the number of people waiting to be served.

Finally when my number was called (this was almost 20-30 minutes worth of wait), I was told check deposits are not accepted. Then I was made to wait anew so they can check. Without returning the checks they said they do not process check deposits. I asked one of the tellers then why did the guy who answered the phone told me it can be done when it cannot. Why waste my time like that? How utterly inconvenient. That was why I called. Had I been told it really cannot be processed as check deposit then I would not have wasted time and effort going to that branch. It was that simple.

I had to wait for another set of minutes because the Jake guy stepped out for lunch or something. Imagine the futility of this exercise. Jake apologized but defended himself by saying he said cash. Now CASH and CHECK do not sound alike and thus cannot be mistaken for one another. Jake, Kristel and Abbie’s apology cannot discount the inconvenience they caused me. What use is calling to verify when the information provided by people like Jake is wrong?

PNB slogan is You First. You first to what? Be annoyed? Be first to be inconvenienced? Be waiting in line just to be told no?

Is that what PNB training does? Teach each one not to give the right information over the phone and just say sorry you heard me wrong?

What are you going to do about this? Because for me I plan to write a blog about how sluggish the service was and how incompetent the people are over a simple inquiry. What more for actual big concerns?

Twice this week, McDonald’s seemed to have an issue with their service. The deluge of people going to them for the lovable minions and some happy meals can resort to not so happy customers just because for one thing they do not have enough supplies of the toys and second, they do not put signs when a product is not available. (Mind you I did not even go there for the sake of the minions, I just want to have my meal, hot and fast.)

Take one fateful noon rush at the fourth level of Trinoma, I lined up to buy my mom a McChicken sandwich meal. It took forever for the girl cashier to attend to the one in front of me, an unacceptable 10 minutes when they did not even order bulk items. When it was my turn, I gave out my order to learn that the McChicken was not available. The nuggets, also not available. The only products available were burgers and McChicken Spicy. So much for waiting patiently in line for nothing. My mom does not eat beef and since we might be late for the movie, I just got her a big bag of popcorn.

So well I thought that was just one time, until yesterday when I tried to get me some cheeseburger meal at McDonald’s, yes in Trinoma again but this time it was the one located on the ground floor. I was the first one there. I got the feeling the store was still closed for business, first of there was no cashier. Only counters without anyone manning them. When a girl finally looked up, she just told me that there was nothing available yet. This was at 10AM. No items were available. The manager was busy doing something else. I asked how come when they were supposed to have patties dropped in the fryer already; noodles weighed and placed in the spaghetti styro; chicken breaded and so forth. I was informed I had to wait for 10 minutes, WTF right? (Notice 10 minutes seemed to be part of their standard waiting time) A long line soon formed behind me and like me, felt cheated when they were told nothing was available. No minion toys, no sundaes, no Sprite…

There were no apologies made, no excuses given, no manager to assure customers. What is wrong with McDonald’s? Well, service and after service. Deliveries were no different. When you do not get your orders delivered on time, they do not offer anything. No penalty. No GCs. To think you pay P40 for delivery charges. I will stay away from McDonald’s for now.  I may be just one customer and my staying away will not even create a dent to their millions of earnings, still I hope to raise a point. I may love McDonald’s sundaes and fries but I wont pay or even support their products just so they can ruin the moment for me through lousy service.

A delayed cheeseburger meal

Honestly what would you feel if someone like Anchel from Metrodeal replied to you in a very condescending manner after you bought P16,500 worth of vouchers and you cannot contact the numbers provided because either it keeps ringing or forever busy? I replied to this email and sadly Metrodeal did not reply where I can complain this Anchel. Also this email he sent me was after a couple of days I sent my inquiry and follow up email about contact details of the voucher provider. Not only was it a late reply, it was also an improper one. Increasing the font size and changing the color show how little this Anchel thinks of me as a customer, s/he must have thought I am quite the idiot not to see the fine print. Well I did read the fine print, I just needed more info on how else to contact them. Beside the email address was incorrect. It should be either be info@indochinastrings.com or lacarmela2​@indochinas​trings.com.  I found this when I tried all the numbers I Googled on Indochina. I suggest before email rep think so highly of themselves and become untouchable, they ought to think twice as consumers like me who buy the vouchers are the reason why they have their jobs in the first place. X<