Close Encounters With Malaysian Customer Service

Whenever I encounter "customer service" in Malaysia, I always try to tell myself that at the other end is just another guy trying to make a living, so don't take it too hard on that person.

But something happened to me recently that took the cake for bad customer service.

A courier company, which shall remain unnamed, tried to deliver a package to me when I was away. After arranging for it to be resent on a Saturday, I decided to pick up the package myself as I needed to send my wife to a doctor.

The card says their office hour starts at 9 am, so 9.05 am, I called and ......... got a message that all their agents are busy. Hmmm, must be some big hot shot courier company, I thought. After several tries, the call got picked up by a lady who said, no, she's not the customer service agent, all the agents are at the mamak stall having breakfast! Okay lah, give her credit for being honest.

Umpteen tries again later, the same lady picked up, and agreed to take a message that I will pick up the package. 11 am, got a call from them, saying sorry, they didn't catch me at home (??!!) I explained to them that I spoke to someone earlier about own pickup. Fine, the guy said, but you have to come after 1 pm, when the delivery guy comes back.

1.30 pm, courier company office. No customer service counter in sight, just a few guys lounging around with their smokes. A girl came up to me and asked me what I wanted. Then she told me that the manager locked up all the packages at 1 pm and no one could open them because he's on his way to Kuching for a meeting!!

I decided to rant and rave. Girl keeps apologizing, saying there must have been some miscommunication (understatement, my dear). Suddenly, after 5 minutes, she decided to open the manager's office. And there, lying on his desk, was my package.

More apologies from the girl. Have to give her credit for managing to stay cool.

Well, the Malaysian customer service strikes again.