Don't mess with writers.

A month ago, my cousin went to a store in Vivocity to purchase a cable, but he met with an unsatisfactory level of customer service. Obviously miffed, he engaged my services to complain on his behalf. Below is the transcript of what happened. All emails with the exception of the replies from LG are written by me.

Round one

Unpleasant Experience with Counter Service Staff

Dear Customer Service Officer, I am writing to inform you about my dissatisfaction with the level of service I experienced in a LG Concept Store (VivoCity Branch) today at 3.30 p.m.

This afternoon, prior to my visit, I called your other stores at 1250 p.m, namely the Toa Payoh Branch, Tampines 1 Branch and ION Orchard Branch, to make enquires on the availability of the LG Mobile TV-OUT Cable.

I was informed that none currently carried the cable, and was recommended to check with the VivoCity Branch. Hence, I made a call to the VivoCity Branch. I made a total of 4 calls, at 1.01 p.m., 1.35 p.m, 2.09 p.m and 2.26 p.m. However, none were picked up.

With it being a weekend, I made a special trip down to VivoCity's LG Concept Store. Upon entry, a sales-lady helped me. I explained that I was looking for the LG TV-OUT CABLE. She brought me to the counter where I had an unpleasant experience. She informed her male colleague who looked to be in his thirties that I was looking for the LG TV-OUT Cable. The colleague was unwilling to help and just plainly replied, 'No Stocks.' He also had an extremely grouchy demeanor.

Following his reply, he went back to his work, leaving me and the sales-lady shocked at his attitude. Next, I asked if there were stocks coming soon, and he replied, "yes". However, I had to prompt him about when the stocks would be arriving, to which he replied "maybe 1-2 weeks time, not sure." I enquired further if any stores might be currently carrying the TV-Out Cable, and the sales-lady referred me to LG Service Centre, handling me a brochure to contact them. In the end, I left empty handed.

The attitude of this male colleague has left me with a extremely bad impression of the level of LG's customer service. My current impression is that LG does not put customer service high on its list of priorities, having employed such an obviously inept staff member to deal with customer queries.

Prior to this trip, I realised that sg.lge.com had no information on LG Mobile accessories. Nothing was displayed in the accessories section, such as earphones and TV-OUT cable, only information about the places I could purchase a LG Mobile Phone.

Left with no other option, I made calls to the shops, but it is obvious how that went. I believe the definition of the word "service" entails meeting the customer's needs, and it is hardly an impossible request for service staff to be attentive to customer queries. The saleslady certainly was, and hence I don't see why the guy should have problems doing the same. Even if he was having a bad day at work, it does not give him the right to treat customers badly.

Futhermore, a reputable company like LG should employ staff that are familiar with availability of their own inventories, while showing that they value my patronship of the brand, for example by taking note of my details so they can inform me when new stocks are available. I find it ridiculous that for all the money put into product development, such little attention is paid to the customer itself, when everyone knows that good service is the best sign that a brand takes their customers seriously.

I am currently using LG Renoir, and I have also recommended some LG products to my friends. Following my latest unpleasant encounter, I am considering boycotting future LG products because I am not confident your staff is capable enough to render assistance if I encounter problems with my products, and I will probably tell everyone I know to do the same. I hope that LG's customer service department will look into this case. I look forward to hearing from you.

Mr. -----------

Here was their first reply.

We understand that you wish to purchase the LG Renoir TV-Out cable, due to an acute shortage of stocks, therefore the TV-Out Cable is not available at any of our Concept Store outlets. However new production of the TV-Out Cable has just began and a new shipping will be arriving from Korea and will reach us on latest by the 4^th week of Oct 09. When the stocks have arrived, we will arrange for the delivery of the TV-Out cable to you, hence can you provide us with your address and contact number? This information will enable us to contact you should the delivery of the TV-Out Cables arrive earlier.

So we sent them the details he needed, and decided to give them up to the 4th week of October to reply. As expected, they did not, so in November, I decided to send them round two.

Hi Mr -------, I refer to your email dated 29 Sep 2009. In the following email, you mentioned that due to an acute shortage of stock, the TV-out cable is not available at any of your Concept Stores. You added that the latest shipment would arrive by latest the 4th week of Oct 09.

It is now November. I have yet to receive any updates, despite having waited 4 whole weeks. I am disappointed with the quality of customer service from LG.

Just because LG has forgotten about the problem doesn't mean it has conveniently disappeared. I get the impression that the date was mentioned in the email in an attempt to delay time and get me to forget about the whole situation, without any real intent to help me solve the problem whatsoever.

I expect an explanation, or I will boycott LG products in the future, and encourage other people to do so as well.

Upset Consumer -----------------

Upon receiving this email, the manager called to apologise, and offered to deliver the cable personally to my cousin's home. Upon delivery, he also told my cousin that the offending salesperson had been sent for retraining.

Serves them right.