K000

Hi Li Wei, I am Teh, representative from Air Con Department from Big Box. Based on our understanding with salesman you have created a Whatsapp group chat with your ID and salesman after purchasing air con, that time is under KIV status, and requesting 2 trips installation(run piping & up equipment). One day you requesting date of installation of piping and request site view. My colleague asking the date available for run piping and site view ALTHOUGH he was on vacation. Bear in mind that normally site view is only needed if your current house has potential obstacle like built in cabinet, wallpaper, cronice, L-box or false ceiling etc or special renovation needed to be pointed out when request for site view or else there is no point to site view an empty houses, discussion of pipe route on first trip will do under this circumstances. Based on our understanding your ID Jackson did not specify the reason of the site view when our staff asking for it. Regarding time booking, we have notify that 2 weeks advance notice needed for schedule booking and 3 days advance if any changes, as start from April onwards was hot season and many people install air con so the schedule would be very tight. Based on our understanding you have change the schedule for second appointment (up equipment) few times, from 19th May change to 26th May, and from 26th May change to 27th May. We tried our best to fulfill your changing date request but somehow the date you request is fully booked. You need understand the situation that there is other job also booked by others, if not firmed installation date and keep changing date will bring problem to other customers as well as we need to ask whether they can postpone or not, is not fair to them also that's why we put 2 weeks advance notice for schedule booking. For timing, I noticed that you have request morning time but somehow Vincent contact you to come on noon time. However, we got inform him to change back when you text the sales person. Vincent did not inform salesman about time change also. The definition of "Much Earlier" should be 2 weeks in advance not keep changing the date when up equipment. We understand you might delay your renovation but there is other customers might taken the slot too. By the way, can explain to us how Big Box pushing sales to you? so that we might treat it as a lesson. Hope it claries. Thank you.