I seldom write about bad services but the experience I had with Tay Heng Long Renovation Construction triggered me to write this post. My friend asked me to accompany her to this renovation firm located at Yishun Central to seek quotation to renovate her 2-room BTO flat. She has made an appointment with a person called May (M), a middle aged woman, at 1.30pm on 1 Mar 2014. We arrived about 10 min later as we had problem finding a seat for lunch at Northpoint. My friend informed the firm we would arrive slightly later. When we reached, to our surprise, one of the staff informed us that M was at Northpoint and would be back shortly. And so we waited since that staff looked sincere and offered drinks...nearly 20 min for M to come back. When M finally appeared, there was no apology at all. First minus point. Next M said to my friend in Mandarin, "how you want to do your house." in a tone that was curt and impatient. After we told her we needed to do the floor, kitchen cabinet, wardrobe, M immediately asked what kind of floor we want. I asked M what types of flooring they offer, she said sharply that they have different types without elaborating. Since my friend has an earlier quotation for homogenous tiles, she told M she wanted those and asked where the tiles originated from. M looked surprised and retorted that homogenous tiles are from either China or Malaysia. (We read from internet there are Italy and Spain versions too.) I asked her whether there are differences and in pricing between the China and Malaysia tiles, M said both tiles are the same and proceeded to press frantically on the calculator without telling us the $ psf. After I pressed M for the cost then she told us is "around $3". 2nd minus point - poor product knowledge or reluctance to share (I do not know which) M does not like people ask questions. I mean, if I do not ask more, how to know if I get the quality for my money paid? We are definitely not looking for the cheapest quotation. None of my questions are answered to our satisfaction. We went on to the kitchen cabinet and table top. M pointed to the solid surface top material which she was using as their office desk and told my friend she will quote using this material. My friend gave an unwilling look and I asked M if she has other materials since I saw others right behind her (a color sample chart). Only after I told M my house uses other material, M said they also have quartz and granite. But she smirked that I do not know the name of material of my own kitchen top and further added that quartz and solid surface top are actually the same. Slightly irritated, I then pointed to her the differences between the material she has on display from the material she used on her desk, and told M I can only recognize the material but not the name (since I am not from the renovation industry). M probably wasn't pleased on hearing that and hurriedly asked what we want as she needed to write down in the quotation sheet. I told her she should ask my friend instead as she is the customer. At this juncture, M ACTUALLY said that I am a Kaypo who is probing and not really helping my friend. That remark nearly made me blow my top but seeing that my friend was still talking to M and keen to find out things, I pretended not to hear. 3rd minus point - Again, poor product knowledge, not listening, EXTREMELY RUDE and BAD SERVICE. I would not go on to the wardrobe as there is no improvement in M's arrogance and poor attitude. To summarize, the entire consultation with M was a dreadful and humiliating experience. My friend and I unanimously agreed that we cannot entrust a major project like renovation to a firm like that. As a renovation firm, the trade is to provide different options, clear explanation and fair pricing. Customers can then make an informed decision. Good customer service is important. I do not see any of these traits in this firm. Furthermore, M can claim that they have many years of good track record when we found out that they just incurred 12 demerit points in 2013 for "having drilled a hole on the structural member" (refer to HDB website). One sentence of caution, proceed to engage Tay Heng Long Renovation Construction at your own risk.
