Question of the week: Customer service in Thailand
Today I read an article in an English language Thai newspaper and it was about customer service. It was about someone who had taken a new expensive suit to a dry cleaner and got it back as a rag. The story was otherwise rather long-winded, I thought, but the bottom line was that he did go back with a complaint, but was not allowed or wanted to get angry because of his karma.
I was thinking about what experience I have with customer service and I came to the conclusion that I can hardly talk about it. Oh, I can sometimes complain about being overcharged in a bar or restaurant, but I've never returned to a shop with a complaint about something I bought there. By that something I mean, for example, a telephone, electrical appliances, furniture, clothing, shoes or something.
I'm sure blog readers can tell stories about customer service in their own country, but have you had any experience with complaints about a delivery in Thailand? Did you return to the store or supplier and how was your complaint handled?
So, again, don't respond with a complaint about that lady drink that you had to pay dearly or a taxi bill that you think is too high. How did the supplier react to your complaint, that your new telephone suddenly broke down, the soles of your newly purchased shoes came loose after a week, your new colorful polo shirt had taken on a different color after washing it once. If you had a warranty, was it properly applied to your complaint?
I'm curious!
I had to dig really deep, but now something comes to mind.
Once upon a time there was a 7-eleven where me and my companion didn't get any cutlery with such a meal that they heat up for you in the microwave. We only found that out in the hotel room. No problem of course, the hotel staff brought cutlery.
A few days later I was back at that 7-eleven with the same lady and of course I let her complain at length about this unforgivable mistake. We hadn't slept all night (from hunger), the rats had come to it, in short, it was being exaggerated. The girl behind the cash register immediately understood and the responsible staff member was called in and washed their ears pro forma. Then we were invited to spank her. Hilarious. Finally, we were allowed to choose cutlery for the rest of the month and we ate happily ever after.
You'll have to figure out the moral of this story for yourself.
A question like this will have negative and positive responses. I had to think about the first category for a long time, but did not come up with 'annoying' examples. To some pleasant experiences. I'll give 5, but I know more:
We recently came back from a short trip abroad and checked in at the hotel in BKK. We had previously booked a standard room online for 3 nights. There was a mistake and we got superior. The next morning we would have to move to the booked standard, it was agreed.
However, it turned out not to be available the next day (?), and we were allowed to continue to occupy the superior, with apologies and without additional payment. Beautiful!
In mid-2014 we had the Thai outdoor kitchen, the parking lot and the fences taken care of by a Thai private handyman. You know them: husband, wife, a few relatives or acquaintances, their children who come along. Completed according to plan and agreed price. Until now we called the 'foreman' 3 x because something was broken, something was loose, a small change was needed. Always on time after a telephone appointment, and only 2 x for a small payment. Correctly!
A Thai sister-in-law wanted to give more shape to her household style and asked us to help her choose and buy a real turbo vacuum cleaner from the local white and brown goods wholesaler. It became one of South Korean make. After a week it broke down. Take it back to the store. The vacuum cleaner passed through many hands and was connected to the power grid several times, but does it work?, ...., whoops. Had to go back to the factory, they said, come back in 3 weeks. No sooner said than done. However, no vacuum cleaner, and another 3 week wait. Then called after those 3 weeks. The vacuum cleaner turned out to be returned from the factory. As it turned out, my sister-in-law received a brand new one in the original sealed packaging, because the engine of the first one was absolutely impossible to get going. Nice is not it?!
A year or so ago I bought a brand new laptop for my wife in one of the local shopping malls from a brand dealer. As an extra we got a laptop bag. It turned out that the parts had a one-year warranty. After that year, the cord of the power adapter was broken. That piece was replaced free of charge, despite the warranty year being over. Fine!
My wife recently bought 5 x XL size crew neck white t-shirts. I found them too small, prefer a V-neck because of the warm weather. Despite the fact that one shirt was taken out of the package (but not put on), she was able to exchange effortlessly two days later for 5 desired shirts, size XXL. Awesome!
Two years ago I bought an i-phone type U5S from the Thai brand Eye-On. Price 5995 Baht.
It had a one year warranty.
The device worked very well for about 8 months until suddenly there was no WIFI reception anymore.
Take it to the seller.
No problem said the seller, because the device is still within warranty.
It would take 8 weeks before I would have it back, because it had to go to the factory.
After a good 3 weeks we already received a phone call that it had been repaired.
I gave the device to my sister-in-law's daughter afterwards and it still works fine to this day.
Correct help and good service in this case.
Dear, we have just bought a new washing machine from Home-Pro, an LG, they came to install it and make it work, not GOOD !! two days later another one of the same brand price in the 20.000thb again not good called customer service and yes we could get another brand if it took time to make up we also did Electrolux great machine you can see customer service very GOOD at Home-Pro without problems it is also where you are going to buy it greetings.
@Fransamsterdam I would be ashamed to be part of such a sad approach, fortunately such crazy scenes do not take place in the Netherlands. You keep cultural differences.
Many (not all) Thai ladies with a farang man by their side already feel superior to their peers and will show this, often through arrogant, authoritarian and at the same time childishly immature behavior, often to the point of humiliation. Unfortunately.
Moderator: Comment on the article and not on each other.
I have a very recent, negative experience with Lazada. I bought a small travel laptop with an 11.6 inch screen from them about three weeks ago, as well as a bag for this laptop. According to the description, this laptop bag was suitable for laptops with a 10 to 12 inch screen. A week after the computer, the bag arrives neatly wrapped in shrink wrap. So unpack and try if my new laptop fits in the new bag and you guessed it: the bag is too small.
So I contacted customer service, explained the problem and they advised me to fill in the return form on the website and send a printout together with the bag to a specified address. After a week I get the bag back home with the message that the packaging was broken and therefore the return could not be accepted. Calling customer service is difficult because if you choose English the connection is broken and if you happen to get someone on the phone who speaks English, communication is difficult because the knowledge of English is at primary school level.
I have now written a letter and coincidentally posted it today to the top boss of Lazada explaining to him that this is the most effective way to drive a customer away. You promise that a product is suitable for the customer, you package it in a package that must be opened to try the product, you deliver a product that does not match the description and then you reject the return because the package is broken . I don't know if I'll ever hear from you again, but I assume not. My damage is 500 Baht.
Companies are not always open to service.
I once bought a printer from Big C, but when I asked for new toner later, I was told they didn't sell it.
That was also the last time I bought anything there besides clothes and food.
Later also bought a vacuum cleaner at Central.
However, an air filter must be special ordered and can take a few weeks.
I could pick it up myself or order it from the supplier of that vacuum cleaner.
Sorry Ruud,
I don't really think this is a complaint. This can also happen to you in the Netherlands. I've been in Thailand for a while, but didn't there have special shops for this kind of thing in the Netherlands? I believe they were called The Handyman.
When I buy a printer in a store, I really expect that they also have the toner.
Besides, they don't have a Handyman in Thailand.
They couldn't tell me where I could buy the toner either.
In every “Mall” there is a department where there are enough shops that sell toners.
Moreover, I think there are a lot of “handymen” in Thailand. Especially in that sector. 😉
If you want a vacuum cleaner in Thailand, it is not self-evident that vacuum cleaner bags are also supplied. Please inquire, and do not assume in advance that it will be as known from the country of origin!
I have had good experiences with the service; but I mainly buy at Home-Pro etc and Central Plza in Khon Kean. I have only had major problems with the HONDA PCX. Thanks to my legal expenses insurance from ARAG – via OOMverzekeringen – for Thailand, everything was resolved well.
Bought a clipper 2 years ago in Korat. Unfortunately, the thing pulled my hair out instead of cutting it off. Back to the store and received a more expensive device from another brand without extra payment.
I bought an Induction plate broken after 5 months, I bought it from TESCO, had to take it to a service center, after two weeks I called it was sent to Bangkok and visited a week later, it was still in the case, I was a little angry.
The man called to Bangkok and would be picked up in three days, but it took me three months to get the item back, which I think is very long.
I bought a very nice all-in-1 computer from Lenovo at PowerBuy in Udon Thani, price 49000 baht. The graphics card broke after 15 months. That was therefore outside the warranty period of 12 months. Machine issued anyway and asked to renew the card. Picked up the machine again after a few weeks. Cost? Zero baht. The manufacturer gives a 3-year warranty!
Another case slightly negative but also hilarious.
I bought a chess set from Robinson. There appear to be 2 queens for black instead of a queen and a king. The saleswoman did not find this a problem at all and wanted to give a discount.
I have two experiences, one very good and one very bad.
First the good experience: bought a brand new scooter about a month ago. 3 year warranty or 30.000 km. Last week the scooter refused service. Called the main garage where the scooter was purchased in Chumphon and there I was referred to a local dealer/technician in Pathiu. There the technician immediately diagnosed the problem but did not have the spare part and referred me to the main garage in Chumphon. Since the scooter was already on the pickup, this was no problem. When they arrived there, they knew the problem: a manufacturing defect. The defective part was replaced with an improved version without any problems and free of charge: very good service.
About a year ago I bought an antenna rotor + steering, heavy version, for radio amateur use. Price 52.000THB. After two months the rotor failed to work. Rotor removed from the 22m high mast and measured what was wrong: electric steering motor was burned. Contacted the company in BKK. Had to send the rotor, which was under warranty, to a certain Mr Art, which also happened with the measurement results. After 3 months of not hearing anything and many calls, Mr Art told me that the motor was burnt, something I knew, and had to order a new one from Japan. Again 3 months later and the same forwarding misery Mr Art told me that the rotor is “irreparable”…. I ask him to exchange it for a new one as the guarantee had not expired. So he would send a new one…. now, again 5 months later NOTHING heard, seen nothing and Mr Art totally unreachable, not even known when I call. Written complaint lodged with the head office in Japan: no response. Complaint lodged in BKK: Customers Protection Service … can't help … ??? Can only go to the police to file a charge for “theft” but the reader knows what this will lead to: NOTHING.
My “suspect” : Mr Art repaired the rotor and sold it as new, just pocketed the money.
Not a good experience.
I always buy machines such as a generator or bruschcutter , drilling machine , air conditioning , etc. from the local supplier in my immediate vicinity .
The purchase costs are often a little more expensive than for large companies such as Global House.
But if my generator does not work, or the air conditioning is within or outside the warranty period, go to the local dealer and it will be resolved quickly at no or little cost.
Do you buy something at the Big C , Makro or Global House .
Then you always have to drag the stuff back there, do you still have the receipt of purchase etc etc.
After repair you can go back to it.
The people here know you too , as I live here .
Slightly more expensive, but number one in service.
There used to be a slogan in the Netherlands , and it was .
Buy from the man who can also repair .
That is why I will never buy a moped or bicycle or TV from Big C or Lotus.
Jan Beute
Have several examples of good service, here are a few:
Bought refrigerator, door did not close properly and bottle holders did not fit, inspection done at home by the supplier, replaced the door, well arranged.
Recently, ceiling lamp purchased from Global House, the lamp is checked in the shop before departure, especially for breakage of the glass, when unpacking it appears that there is damage to the glass, a new one was immediately made available at Global House.
A man dug 2 wells for us, all went well, advised and promised to clean these now and then, it was time for that, we went, would come by, never seen again, even though we were willing to pay a formidable price to pay, we now fix it ourselves.
There are more, generally good service, depending on the item, I choose a local supplier, e.g. laptop in view of the possible necessary assistance, or a larger retail chain, e.g. large refrigerator.
Nico B