libraoink

Sometimes I really think second chances aren’t necessary. I called in this afternoon to Chan Huat, intending to talk to their management and see if there’s a way to work things out and close this case. I won’t say I regretted calling them, as it further affirmed my decision to blacklist them. I spoke to Mr Lau, the manager. When I mentioned about spoilt bulbs delivered to me, he immediately retorted (sarcastically): “I saw your very nicely written letter”. This means the management saw my email and/or fax but chose to completely ignore me. If he had explained to me nicely and not try to wriggle his way out like it was no fault of theirs, I might have accepted his explanation. But he was rude, and he raised his voice. Perhaps he thought that women were pushovers, but when he raised his voice, I just stood firm. Below are some of the statements he made [The statements in speech marks (“ ”) are all quoted from him word for word]: - “It is not our company policy to deliver replacements to customers”. My stand – there is no need for a second delivery at all if the products are not faulty in the first place. I even told him I will pay him fully for delivery if he delivered the replacement bulbs to me and found that the spoilt bulbs are after all functional. He gave me an immediate “no”, and I started to suspect if faulty bulbs does happen quite frequently with Chan Huat. - “Manufacturing faults are unavoidable”. My stand – This means the quality of their products is very questionable. And they stated on their website <<Our lightings and accessories must conform to stringent quality standards and customer specifications>>? - "If customers come to do an exchange, for the benefit of doubt, we will do the exchange." From this statement Mr Lau seems to be saying customers might try to cheat him. Why will he be scared of all these if Chan Huat is confident of their products? - He claimed I was “unreasonable” and said “I wish customers like you won’t come to me”. My stand – I did not ask for compensation at all, only a simple issue of replacement when they have deliveries to my area, but he couldn’t even be bothered. - When I told him I felt cheated, he retorted, “You can do whatever you want.” I found no point in talking to him further, as when I was talking, he was talking too and not listening to me at all. I really shook my head at why a manager is behaving this way, and is this really how the organization works. For those who are wondering why I did not write to CASE, I found it too much of a hassle as I still need to sign up as a member. Furthermore, I do not wish to have any more dealings with them. Too bad ST Forum did not publish my letter. Some people might think I am unlucky as they have had hassle-free transactions with Chan Huat before, but I just want to let more people know about this so that they can decide for themselves whether to patronize them. I will let those who read my postings to judge for themselves who’s right and who’s wrong, but well, I am certainly forgoing those bulbs and will never ever step into Chan Huat again. I have definitely encountered bad service before, but this is one of the worst. Renovation itself is already time-consuming enough for those who have been through it, but when I meet people like this, I really don’t know to laugh or to cry! (-_-)”

Hi everyone, I feel that my unpleasant encounter with Chan Huat Lighting needs to be made known to as many people as possible so that customers can consider whether or not to still engage their services at own risk. My husband and I bought a few lights plus bulbs for our newly renovated place from them but when we received our full order, two of the bulbs were faulty. We did not test the bulbs on the spot before signing the delivery order as the lights were not even installed then and we did not want to hold up the delivery man. When my husband called them and spoke to the sales consultant who served us when we were buying lights, we were told that the company has to check if there are any upcoming deliveries to the vicinity of my husband’s office, if not we will have to make a trip down to do an exchange. I find this utterly unacceptable and shocking. They did not conduct quality control checks before goods are being delivered to customers – I do consider this a form of cheating. Why should I be made to waste precious time and effort to make a trip down to do an exchange? If Chan Huat has offered to deliver the new bulbs to us to make up for the faulty ones, that will have been the least they can do to make up for this mistake and uphold their own reputation. It is not about the money, but about the poor management system and the fact that we are made to feel Chan Huat does not value small-scale customers. We have written in to Chan Huat via both electronic mail and facsimile but they chose to completely ignore our letter and disregard our unhappiness. Needless to say, of course they did not bother to contact us ever again and left it to us whether we want to go down to exchange the two bulbs or not. I eventually did not raise this issue with CASE as it was not worth the trouble. Nonetheless, I will like to warn potential customers against them. They are one of the biggest market players at Balestier thus I thought it would be safe to choose them. My greatest mistake!