My letter to the STAR papers, today.

[headache]

Dear Sir.

It is a shame that a new entry into the petroleum industry is making
her customer unhappy. Not only that, do take note of the response
time/date as well.

Here are the email correspondence and, as of now, I have not receive
any word from them and it's been 3 days since. Noticed that my h/p nbr
is provided in my email.

Since I used to work in a multinational company as Head of its
customer service department, we have a policy of responding to ANY
customer complaint/issue/enquiry within 48 hours.

The least I could expect from Projet would be to answer that they have
had a detailed discussion with the person affected and that a
re-training of his roles and task will be carried out immediately.
Whether Projet really carry out this re-training is another matter but
at least they have made me happy instead of being mad.

Thank you for your attention.

Best regards,
... <zipped>

Name: <zipped>

=== attached email correspondence ===

Customer complaint. Ref: Mer# 1000103993
========================================
Apr 27
Dear Sir,

As a 1st timer to use your petrol, I'd like to lodge my
dissatisfaction at your station in Kayu Ara, Damansara.

Incident:
Name of company: Projet & Destina. (222269-U)
Date: 24th April, 2004
Time: 11.50am

I droved into pump nbr 1 and wanted to use my credit card but the
machine was spoilt.
A malay girl approached me and asked me to go to another pump but to
avoid another start and go is not good for the car. Then, I noticed a
counter outside and approached the man, manning the booth, going by
the name of Manimara. I gave him my credit card but he told me that I
could swipe my card at the pump. Then, I told him that the card reader
is spoilt. He replied that I could nevertheless pump the petrol and
then pay at the counter. Duly, I went over but could not use the pump,
as expected. Not wanting to waste more time, I drove over to pump nbr
5 and then use my credit card. Then, I came back to pump nbr 1 and
took some pictures of the faulty card reader and drove off.
My issue is:
1/ Why doesn't Mani accept my credit card in the 1st place?
2/ Why isn't Mani aware that the card reader in pump nbr 1 is faulty?
There was another chinese lady that complaint about another pump that
does not accept her credit card.
3/ I've wasted 16 minutes of my productive time for non-value-added
activity. And, that speaks a lot of negativity for a person who uses
your petrol for the first time.

Please feel free to contact me at 012-<zipped> to show you the credit
card slip as proof of my unhappy purchase.

Thank you for your attention.

--
Best Regards,
... <zipped>

Re: Customer complaint. Ref: Mer# 1000103993
May 9 (3 days ago)
Dear <zipped> ,

Thank you for visiting our website and for providing feedback on your
unhappy experience at one of our ProJET outlets.

After further investigation with our business partner of the outlet,
we have discovered that the cashier had meant for you to fuel up first
and then pay by credit card at the payment counter. We apologise for
the miscommunication and have counselled him on the proper technique
of communication with a customer. It is hoped that this incident will
not recur.

We regret the incident and hope for your continued patronage of our
ProJET outlets. We are grateful for the feedback which you have
provided us and hope that such incidents will not be repeated.

Yours sincerely,

--
Customer Care
ProJET Malaysia Sdn Bhd
General line: (6)03-5634 5900
Web site :www.projet.com.my

__________________________________________________ ____________

Sign-up for our new refresh card and get instant access to wide
range of privileges every time you spend a minimum RM25 on fuel or at
destina. It is a refreshing alternative from ProJET.
click on the URL for more info.
http://www.projet.com.my/refresh_priviledges.php
__________________________________________________ ____________

The information in this electronic message may be privileged and confidential.
If you received this email in error, please contact me immediately. Thank you.

--

ReplyForwardInvite Feedback to Gmail

May 9 (3 days ago)

Yes, he did ask me to fuel up first but the pump couldn't work. I
think that this pump is not "released" without paying upfront first.
This incident is inescusable and I know you are protective, as you
should rightly be.
Continued patronage after this incident and then your type of reply?
You must be kidding.

--
Best Regards,
... <zipped>
---------------
Time had spoken!!!

 

[-PuPu^ZaPruD3r-]

hmmmm

hmmmmmm, is this the ProJet near the Atria shopping centre? If yes, i've been pumping petrol there ever since ProJet opened there. I duno why u are so upset but i probably think that guy is new or something as I don't recall a worker of that name. Most of the workers there are friendly too. Seriously, i don't think u need to be so upset until have to write to Star newspaper. Just my opinion :)

p/s : I'm not working for ProJet nor being paid to say all this :) take care..

 

[headache]

hmmmmmm, is this the ProJet near the Atria shopping centre? If yes, i've been pumping petrol there ever since ProJet opened there. I duno why u are so upset but i probably think that guy is new or something as I don't recall a worker of that name. Most of the workers there are friendly too. Seriously, i don't think u need to be so upset until have to write to Star newspaper. Just my opinion :)

p/s : I'm not working for ProJet nor being paid to say all this :) take care..

They work shifts as it's 24/7. So, you may have missed him. Or, it could also be that this Man is sacked. I don't know.

Anyway, I guess they think they can bully an old man who wears cheap shorts and broken T-shirt and in slippers. And, driving a 21 yrs old car.

Edit: Yes. It's the one near to Atria.

 

[fstr]

wahh mr pichaa kapla, wat happen le?

projet petrols not giving free condoms kah?? hhehehehhehe:D


but anyway mr kepla sakit i think u are doing a right thing since that is a service oriented industry and we consumers has the rights to do so if services are not up to full expectations. i suggest u to go consumers rights ministry too if THE STAR falls deaf ears!

 

[-PuPu^ZaPruD3r-]

ok..

anyway, hope u'll cool down. I know it's our right to complain and such, but I don't think u should get so upset. I don't think wearing shorts, slippers, old car etc. makes any difference at all, hehe. Actually it's very simple, if u aren't satisfied with the service there, don't pump there anymore :)

Another note, usually they'll take your credit card and ask u to pump first. Later u can retrieve your credit card and sign. Done.. It's what I usually do if there's a problem with the credit card device.. By the way, I usually pump at the num 1 pump :)

 

[headache]

anyway, hope u'll cool down. I know it's our right to complain and such, but I don't think u should get so upset. I don't think wearing shorts, slippers, old car etc. makes any difference at all, hehe. Actually it's very simple, if u aren't satisfied with the service there, don't pump there anymore :)

Another note, usually they'll take your credit card and ask u to pump first. Later u can retrieve your credit card and sign. Done.. It's what I usually do if there's a problem with the credit card device.. By the way, I usually pump at the num 1 pump :)

Ayam cool, as usual.

Here's the reason why I wanted to try Projet. They are the 2nd petrol station that accepts chip-based credit card besides Petronas. And, I already boycott Petronas due to their racist policy of award contracts.
Now, if you read carefully, the card reader is spoilt and this is the root cause of my issues. Yes, I wanted to leave my card there but he refused to accept. Please read my postings, VERY CAREFULLY, again.

 

[szekeiemme]

unker.. nvr throw use condoms to him ar? or stuff it in his mouth!;)

 

[headache]

unker.. nvr throw use condoms to him ar? or stuff it in his mouth!;)

That air-con booth that he's staying cumfortably in has only a small hole, just enough to pass money thru, niah. If I throw a used condom, it'll sure miss him, wan. Aiyoooo.... :(

 

[lugnut]

anyway, hope u'll cool down. I know it's our right to complain and such, but I don't think u should get so upset. I don't think wearing shorts, slippers, old car etc. makes any difference at all, hehe. Actually it's very simple, if u aren't satisfied with the service there, don't pump there anymore :)

Another note, usually they'll take your credit card and ask u to pump first. Later u can retrieve your credit card and sign. Done.. It's what I usually do if there's a problem with the credit card device.. By the way, I usually pump at the num 1 pump :)

please dont leave your credit cards with the staff. i use only projet and i left my card with them many times. found out a few of my cards were cloned when the banks called up to say they cancelled my cards due to suspected fraud.

when i asked how they knew it was fraud, they told me "i" was pumping petrol in other stations in pj, kl, klang (i only use the projet near atria). wow, the banks know my spending habits. no more privacy but at least they were alert. foreign banks, btw.

 

[headache]

Great news!!!!!!!!

Mr Ahmad from Projet called me a couple of hours ago. I'll buy him
breakfast tomorrow morning. Anybody wans to cum and join us?
Oh... apparently, there's some re-orgynisation in their CS department.
Thanks for your attention!!!