Serviceman from Gain City came to my place on 3rd May 08 and comfirm that my remote (PCB)receiver is spolit. Thus, sugget that it should be replaced. They call up office and can be replaced within 2-3 days and cost $70 to $80 dollars. They informed me that their customer service will contact me for the next appointment. However, till 7th May, had not received any call.
Call them and received feedback that they have not ordered the spare part and cost $120 which is different from what the technician mentioned. I ask customer service officer to check and feedback me stock available and when will be the next appointment to fix-up my aircon, but she did not call me.
Wrote an email on 8th May night to their feedback about their poor service.
That is your customer service mistake that she did not follow-up
> once the techincian has requested a follow-up indicated on the
> repair slip...she should have call me for a quote and leadtime of
> the spare part availability and when is the next appointment to fix
> up my aircon, but she did not. It difinitely your HOD (customer
> service) fault because procedures was not kept that affected your
> company image.
Their reply on 12th May 08:
Thank you for your reply to our mail yesterday.
We fully agreed that our customer service officer should have called
you to follow up on your aircon repair after the technicianís visit as the job
had not been completed. The customer service officer failed to do so.
Our Customer Service Department has since learned from the mistake and
will double check to follow the standard procedure.
We thank you for highlighting this important issue to us.
We are looking forward to regain the opportunity to serve you.
Please feel free to contact me at 64800823 when you need further
By the way, after the complain to Gain city...I got the spare part replaced by another supplier on 9th May that cost me $94.45 dollars.
to gain city anymore.