Abhorring Aboitiz

I've got a new customer service horrific experience... this time with express delivery services.

I've needed to ship out 2 items in the last 2 months. One item to Baguio City, and another within Metro Manila, but a bit too far for a personal delivery. I've had the misfortune to use only one delivery services for my needs, and they failed my expectations... miserably.

For the Baguio City delivery, I called Aboitiz Express (898-QUIK or 898-7845) sometime between 1030am to 11am. I told them that I had a small-size, non-document QuickPac ready for pickup (I have stock of their QuickPac plastic bags, so I used those) in my office address in Makati City and to be delivered to Baguio City. The lady who took the call asked me till what time I would be in the office, and I told her I'd be around till 5pm. After providing me with the total amount I needed to pay (shipping + VAT + insurance), she gave me my booking number and informed me to expect their people to pick up my item within the day. She also assured me that it would be delivered to my addressee by the next day (overnight).

By 430pm, there was no sign of any Aboitiz guys (I had even checked with reception to make sure they hadn't arrived yet), so I made a followup call. The lady who took the call this time around checked my booking number and assured me that the item will be picked up within the day.

At 530pm, there was still no sign of them. I gave our receptionist the ready-packed item and the total amount to be paid (with the breakdown listed in the sticky-note I used. the breakdown shows shipping + VAT + insurance) to the receptionist, repeated the instructions on the sticky-note verbally, and left my office.

I came in at 1030am next morning, took my receipt with the tracking number and called the person who was expecting to get the package. I was very pleased to know that the person had received the package early that morning. At least Aboitiz was true to their word about delivering it overnight.

Today, I called Aboitiz Express before 10am. I told them that I had a small-size, non-document QuickPac ready for pickup (yup, still have stock of their QuickPac plastic bags) in my office address in Makati City and to be delivered to Muntinlupa. The lady who took the call asked me till what time I would be in the office, and I told her I'd be around till 430pm to make sure that they would come before I left the office at 6pm. She must have not been listening to me, because she said "One QuickBox to be delivered within Metro Manila...". I corrected her, telling her I said "small, non-document QuickPac".

She pauses, apologizes and then she says OK, and asks if the item was document or non-document. I told her "I said non-document already!"

Her voice wavers when she asks me next if it was a small-sized package, at which point I raised my voice and said “Can you hear me properly or not? Because this is the 3rd time I’m telling you that I have a small, non-document QuickPac. If you can’t hear me, just say so!”

Although her voice wavers some more, she completely ignores what I say and goes on “So you have one small-sized QuickBox.”

“QUICKPAC!”

“S-s-sorry, one small-sized QuickPac for delivery to…”

I’m fuming at this point, but I kept my voice stoic and stern.

I didn’t bother asking her how much I needed to pay (incompetent fool!), so I just asked for the booking number then hung-up.

At 3pm, I had to step out of the office for a while, so I once again gave our receptionist the ready-packed item and the total amount to be paid (with the breakdown listed in the sticky-note I used. the breakdown shows shipping + VAT + insurance) to the receptionist, repeated the instructions on the sticky-note verbally, and left my office.

Around 6pm, I came back to the office and asked the receptionist about my package. Yup, it hadn’t been picked up yet. I took my package, went to my seat and called Aboitiz. I was very stern with the lady who took my call (without raising my voice, but you can hear the animosity in my tone) and when she checked my booking number, she told me that the Aboitiz guys are already in my area and if I could just wait a few more minutes.

I had to tell her off: “What’s the point of your company asking me until what time I can be in the office when you can’t arrive at my office on time?”

She has no answer to my question, just gives me an awkward silence.

I tell her to make sure the people arrive before 7pm.

At 7pm, still no sign of the guys in the red, yellow and green suits (hmm… just like a stoplight). I make my 2nd followup call, this time, a lady named Lisa (I made sure to get the name this time) answers. She checks my booking number, and gives me the same line of “the Aboitiz guys are already in my area and if I could just wait a few more minutes.”

So I retort: “That’s the exact same thing that the previous person said when I called you an hour ago! If they are in the area, they should’ve arrived much much less than an hour ago. The time was between 6pm and 7pm. If I was able to leave the office at 6pm instead of waiting for you guys here in the office, I would already be somewhere deep in Quezon City by this time! SO DON’T TELL ME THAT YOUR PEOPLE ARE IN MY AREA WHEN THEY’RE NOT! FIND OUT WHERE THEY ARE AND WHAT TIME THEY’LL ARRIVE!”

She puts me on hold (I’ve been listening to that d*mned “Ocho ocho with Aboitiz” jingle for f*cking ages!) again for maybe 5 to 10 mins while she tries to locate their people. The people monitoring the pickups and deliveries or something can’t be reached, so she asks me if there was anyone I could leave the package with?

Well duh, if I could leave it without worrying that the package will be picked up correctly, would I still be waiting aimlessly here in the office?

Anyway, I leave the office around 730pm, went back to the reception and gave the night shift the ready-packed item and the total amount to be paid (with the breakdown listed in the sticky-note I used. the breakdown shows shipping + VAT + insurance), repeated the instructions on the sticky-note verbally, and left my office.

At 830pm, I have arrived in Quezon City. I call our office reception to check about the package. Well surprise, surprise. It hasn’t been picked up yet! I call Aboitiz again, got Lisa again and went through the whole annoying thing again. I was put on hold for about 10mins, listening to that f*cking dumb jingle.

This time, she gets my cellphone number and tells me she’ll call me as soon as she can confirm the whereabouts of the Aboitiz guys. Ok.

She calls me a little before 9pm, and tells me that the guy is in RCBC (10mins walk away from my building). OK.

At 1030pm, I call our office reception. Aboitiz guys finally got the package, but guess what topped off their spectacularly lousy service for the day?

The delivery guy didn’t understand the instruction to add insurance, and only took P82 from the exact amount of P120 that I left with our office receptionist.

Talk about f*cking stupid. Hello?! These are the people who issue the receipts with the tracking numbers, who get the payments, etc. THEY OUGHT TO KNOW WHAT ADD INSURANCE MEANS!

And for the record, the sticky-note of the breakdown contains my declared value.

First thing tomorrow, I am getting the tracking number and check on the package. If Aboitiz loses that P2000-worth item due to all their incompetence in tonight’s fiasco, I am going to file more than just the formal complaint I am already making…

On an end note, if you want to keep stress-free when using express delivery service pick-ups, don’t use Aboitiz, IMEHO.

I have yet to try others, but right now, I don’t think any of them can top this joke that Aboitiz is. When you go to their website (www.aboitizexpress.com.ph) and highlight “Express”, it says:

2Go stand out with a 97% delivery performance records and unprecedented technological ability to track your packages thru text messaging and the internet.

What they don’t tell you: It also stands out with a 97% late pickup performance and unprecedented incompetence of their employees.


DISCLAIMER: In case you didn't read the title of this blog, let me remind you that all opinions expressed here are based on my personal experience and therefore, all reactions, comments, etc made here are my personal opinions. It is not the intent of this blog to persuade readers into agreeing with the opinions stated here, nor is it the intent of this blog to dissuade readers from using the services of the parties mentioned above.









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What, no apology!?

I didn't even receive an apology (of any sort) from Citibank! Not even follow ups to check if my issue had been cleared up or anything.

Did they even get my letter at all?

I remember seeing a cartoon clip once... it depicted a company's "Feedback and Suggestions" box at a store. A customer placed his comments into the "Feedback" box's slot. On the other side, a company employee receives the paper and feeds it into the shredding bin, without reading it.

I think this is very true.









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Letter to Citibank Sales

December 6, 2005


Gigi Cuevas
Unit Manager
Citibank Sales


Dear Ms. Cuevas,

I would like to express my EXTREME DISAPPOINTMENT with Citibank's Citiphone (9959999) and Telesales Hotline (4233000) services.

Last November 9, I ordered a 4GB iPod nano from your Citibank Paylite Specials Catalog. I had filled out the form online and faxed it to the indicated numbers (9959065) and was able to transmit the fax successfully.

Your "Citibank Paylite Specials Catalog Terms and Conditions", which I read on your website, as well as have a printed copy provided by Citibank states:

Item 11) Cardholder will be contacted upon receipt of the Catalog Order Form should an ordered item be temporarily out of stock. Cardholder will be advised for any changes on product specifications and/or price prior to order processing.

Item 12) Cardholder will receive a system-generated letter within seven (7) working days should the Catalog order request be declined/disapproved by Citibank.

I faxed the completed form last November 9.

On November 17, after no word for a week, I called Telesales (4233000) to ask about the status of my order. They said I have to call Citiphone (9959999) to find out. After calling Citiphone, I was told that the order did not show up on my statement, and that they would try to find out what happened or what is happening to it.

On November 21, I called again to check about this. Both Citiphone and Telesales are unable to tell me what happened to my order, although they were able to see that I had called about this already last November 17. Again, I was told they will try to find out what happened.

On November 29, I called again. Same results: NOTHING.

On December 1, still nothing.

On December 5, I called Citiphone first. Mr. Adam Lazano took my call and asked me what particular item I ordered. I informed him that I had ordered the 4GB iPod nano. Then he tells me that the order could not be processed because Apple has recalled all 4GB iPod nanos. I asked him when was Citiphone informed about the unavailability about the 4GB iPod nano, and he informed me they were told 2 weeks ago.

2 weeks. That means, when I called last November 21, 29 and December 1, SOMEONE SHOULD HAVE ALREADY BEEN ABLE TO TELL ME THAT THE ITEM WAS UNAVAILABLE!!!

After that call with Citiphone, I called Telesales (4233000) and Ms Irene was able to confirm that the 4GB iPod nano was unavailable due to the recall. I asked her when they found out about this. She told me Telesales had received the memo last October.
October. Which means, from the time that I ordered the iPod Nano from the very start, someone from Citibank should have had THE DECENCY to inform me that the product was unavailable.

I can understand that the printed catalog cannot be recalled. But your WEBSITE should've been updated! You pride yourselves on being the Philippines' Best Consumer Internet Bank, and you can't even update something as simple as your website. THIS IS REAL-TIME ACCESS, there is ABSOLUTELY NO EXCUSE from Citibank's Marketing team to neglect updating this information!

Nobody can even tell me when the item will be available for purchase via Citibank again. So what am I supposed to do? I waited 1 whole month for nothing?!!?

I called AppleCenter, and they told me: THEY ALREADY HAVE THE NEW 4GB IPOD NANO IN STOCK. All the recalled 4GB ipod nanos have been disposed of already.

Again, I am EXTREMELY DISAPPOINTED IN THIS VERY POOR SHOW OF SERVICE.


Citibank VISA GOLD Cardholder









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FINALLY!

I finally got my gift certificates from Standard Chartered sometime mid-February. All I can say is FINALLY!

Case closed for Standard Chartered. I thankfully no longer have to deal with their incompetence anymore!









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Where are my rewards?

*grumbles*

It's now January of the year 2006! And I still haven't received my damn gift certificates!









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And Standard Chartered strikes again!

DISCLAIMER: Once again, this is just my opinion. I am in no way trying to dissuade anyone from using Standard Chartered Bank.

Prior to cutting my card, I redeemed all of my rewards points. Well, duh, of course I would redeem those, since I earned that from all my use of the SCB card. You'd think I should get at least SOMETHING back for all those months of frustrated patience!

Anyway, I redeemed most of the points last August 16. It takes 6-8 weeks for the gift certificates to arrive from the time you call SCB. Okay, no problem.

On November 9 (August... September... October... November... 4 months!!! That's about 16 to 20 weeks), I called customer service, asking them where my GCs are. Lo and behold, they have no idea! It appears to be a problem with their marketing department as Marketing is in charge of the GCs, though customer service had forwarded my redemption to them as early as August 16!!!

As if their customer service wasn't bad enough, it appears their marketing team is extremely lacking as well (author muttering a string of foul curses while thinking of some eloquent but degrading words to describe this bad service... not poor service, ok, but really, really bad service). The worst part of it all is that NO ONE had the decency to inform me about any problems or delay with the order. I'm pretty sure my customer contact info is up-to-date, since I haven't changed any of my numbers since I got my gold card.

And they can't give the excuse that they're too busy, or there's not enough manpower to individually call their clients to inform them of such problems. Simply because they are running a service-based business. Or if you want to get technical about it, they've got those computer-generated letters all the time. What makes this instance different?

Anyway, since I still had a few points left, I redeemed the last few points for a measly Starbucks GC worth P100 (or was it P200)?

It's December 12 today, and I haven't received anything. Okay, 6-8 weeks isn't over yet, but what about my GCs from my August 16 redemption??? The customer service lady who took my call said she'd file a complaint in my behalf.

I scoffed at that. No one paid heed to my complaint last November 9... does filing a complaint with SCB actually mean anything at all to them? I think everything just gets deleted after the complaint gets sent. That's how lousy their service is. This is all just IMEHO, of course, but I think I have a pretty decent basis for saying so.

Oh, and on an additional note... their rewards redemption items suck! It's all GCs. You'd think they could provide a few items instead of just GCs.

The GC points conversion change often too, if you want to know. When I asked for an updated rewards list last April or may, the number of points I needed to get a Rustans GC was around 500 to 1000 points less than when I redeemed the GC in August.









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Thinking about getting a credit card?

DISCLAIMER: With this blog, I aim to give you my opinion about a certain "established" bank in the Philippines. The opinions and interpretations I have made here are based on my own personal experience with this bank. I am in no way related to any competitor bank. This blog was not meant to dissuade you from becoming a potential customer or cardholder, but rather to give you an idea of the possible kind of service you might be getting should you decide to do business with this bank.

It is now November 2005. I have been a primary cardholder of Standard Chartered Bank since 2000. From 2000 to 2003, I was a blue/silver mastercard holder. During this time, I was not an excessive credit card user, so my credit limit started at P30,000. I have never bought or paid for anything that was very expensive, so I had little bank interaction. I just waited for my bill to be delivered, then paid the full amount due for that month and paid my annual fees every year. I had little reason to call their customer service hotline, except for the rare times I had a question about my statement, or the two times I requested for a credit limit increase.

The two credit limit increases were granted without need for proof of additional income, and during late 2003, my credit limit for the card was P90,000. If I were to ask for a higher credit limit, I would need to upgrade to a Gold card, which I didn't feel the need to do just yet.

In late 2003, I had the privilege of joining a multi-national company, with part of the perks being that I could travel every now and then for business reasons. Of course, this means that I would need to be a more frequent credit card user. It was good to discover that my company provided us a company credit card, which happens to be SCB. Well, at this time, I realized that there were many other banks who had better service than SCB, but since I could not choose the company credit card, I had to go with the flow. Here's where my string of bad experiences with this bank started:

1. I found out that I needed to upgrade to a Gold card, but would need to fill out a new application form since it will now be a company credit card. OK, no problem with that. However, during the week I submitted the application, I was informed that I needed to head off to Thailand for one month, so I decided to take my existing SCB card with me, which had a 90K credit limit. Through the company, I requested for a temporary increase to P160,000 since I will be away for 1 month. The temporary credit limit increase was approved, and I left for Thailand without worrying.

While I was in Thailand, SCB called me to say that my Gold Card was approved and that it would be sharing a 100K limit with my existing card. I told them I was in Thailand and would not be able to get my Gold Card, so I asked them to check that the card I brought with me still has the 160K credit limit. They said yes, and that the 100K shared limit between my existing card and the gold card would not take effect until I activated the Gold card. They assured I wouldn't have problems using the 160K limit on my existing card.

The day I checked out of the hotel, I couldn't do so, because the card would not accept the amount the hotel was entering. I called long-distance via cellphone to SCB Philippines customer service and asked them to check the card. They kept me on hold for 30 minutes, without checking on me every 2 minutes (this 2 min. check with customer-on-hold is MANDATORY for all customer-service centers, I know this for a fact). And I even informed the operator who took my call that I am calling from another country before she put me on hold. I disconnected the call, and paid the hotel using my other credit cards. I ended up using 2 cards in order to pay for the hotel bill. In the taxi on the way to the airport, I called SCB Philippines customer service again and was able to get ahold of the same operator who previously took my call, and she told me that she was not able to get a reply from their credit care department.

Once I got back to the Philippines, I called again and it was found out that I *did* have 160K extended limit... 70K on the gold card (which arrived AFTER I left for Thailand), and 90K on my existing card. All this trouble even though I was guaranteed that my existing card would have the 160K limit.

I discontinued my use of the old card, and kept the Gold Card, which has a permanent credit limit of 100K. A 10K increase from my original card's credit limit... why did I bother to upgrade then?

2. Since SCB can only be paid by either: A) paying at SCB branches or B) pay OTC (over the counter) at certain banks on certain days (not everyday, I once tried to pay via Metrobank on a Monday, only to be told that I can only pay from Tuesdays to Thursdays, from 10am to 2pm only), I usually pay my SCB bills directly to SCB. One afternoon, I went to the Ayala Branch (near our office) and there was an extremely long queue for OTC payments. At the same time, the teller will usually point customers to their 24-hour payment facility (ATM drop box), so I just went there. There are 2 separate payment machines for cash and check payments, and only 1 machine for each of these. I was paying cash at the time, and found that I could not use the cash payment facility (out of service) and since there was only one other machine, and for checks, I decided to visit the Emerald Avenue branch in Ortigas on the way home. Quite out of the way, but in the same area I was heading. When I reached the Emerald Ave. branch past 7pm after enduring traffic and no parking spots, I parked with the hazard lights on and went to the payment facility, only to find that the one and only payment machine they have onsite was also out-of-service.

This has happened on more than 3 occassions since 2004.

3. SCB announced in 2004 that they will grant subscribers 1 point for every P30 purchase on their card, instead of the original 1 point for every P200 purchase. They did not send a catalogue or anything that will inform users of what they get in exchange for the points. Early this year, after much searching on their internet website to no avail, I called their customer service to ask for a copy of the points brochure. They said they need to request for a copy of it and will get back to me. My first call was at 8am, with followups at 10am and 2pm. I finally got an email at 5pm.

The same waiting time holds true if you are trying to request for your unbilled charges statement. It has to go through another department, so if you call at 8am, even with priority status, you get the reply at 5pm. If you're unlucky, your request will not be processed till the next banking day.

4. SCB does not have an online banking website for credit card holders. There is no way for me to view my statements, pay for utility bills, etc online using my credit card. Nothing!

5. The SCB website has a "Contact Us and give us feedback" feature. It's an online form with an SCB email address. I used it and put down some improvements for their site like posting the rewards points redemption, online banking services, etc. After 2 days, I get a non-computer generated reply (I know it's not an auto-reply, because auto-replies do not take 2 days, and there was a signature at the end) telling me that this "Contact Us" feature is no longer being used, and that if I needed customer support, please call their customer support number. So why the heck is it still on their website??? Without even acknowledgment of the improvements I wrote down.

6. I have recently called SCB customer service to ask where I can send a request for a credit limit increase, and that I already have the necessary papers they need (certificate of employment or ITR) for this. The response of the customer service operator: "Sorry but you're not on the list of the people qualified for a credit limit increase." I told her I already have papers to prove I can afford the credit limit increase, and she tells me it's no use to apply since I'm not on the list, regardless of whatever papers I have to prove income.

7. Finally disgusted (I've been disgusted with SCB's service many times before as you can see above) beyond reason, I forwarded a complaint to Mastercard International regarding SCB. Within 2 weeks of sending that complaint, I received a call from SCB's Service Excellence Department (not Customer Service Dept), who told me that my complaint was forwarded to them by their Marketing Head. Well thank goodness Mastercard International knew how to get their member banks' attention!

After spending 1 hour on the phone with this person, I was told that I was justified in my complaints (hah!) and that she would escalate my request for a credit limit increase to their Credit Management Team -- it was the least they could do, she said, in atonement for the past grievances done to me.

While I was not really interested in using my SCB card anymore, I decided to let her do that and see what happens. I asked her if she needed documents like proof of income and she said "No need, if another card company has recently approved your request for a credit limit increase." Okay. My most favored bank (if you must know, it is Citibank) has approved my request for a credit limit increase 2 days after I was denied at SCB. They gave me 100% credit limit increase. So I gave my Citibank card number to this person and waited.

Waited for a whole month, with no feedback.

Since she gave me her direct line, I called her to check on the status of this. And guess what she told me? That yes, she forwarded the escalation to the Credit Management Team the same day she called me, and that I was denied. Again. Due to insufficient income.

Based on what??? Now this is just plain stupid. Wasn't I the one who asked her if I needed to show proof of income and she said no? So, after apologizing for the Nth time, I told her to tell their Credit Management Team quote and unquote "You guys do a f*cking lousy job."

Then I just hung up.

I discontinued the use of my card, of course. Why bother to keep it, even if it's the company credit card? I certainly don't want their business, seeing as they don't want mine.

Damn, I really hate this bank. IMEHO, they are the lousiest bank I have come across.

DISCLAIMER number 2: I would like once again to remind all readers that I am in no way dissuading you from being an SCB cardholder, and that I am in no way disssuading you from using your card, if you are already a user. I am just sharing to you my personal experience, which is obviously a very lousy and disappointing one.

If you wish to know what to look for in a credit card provider, I can give you some tips:

1. Mode of payment - Do they offer 24-hour atm machines where you can pay bills, or do you always have to pay OTC? How many machines? Is it easy to use?
2. Location - pick a bank that is easy for you to access.
3. Convenience - Aside from items 1 and 2, does the bank offer online services? Mobile services? Telephone services? I can pay my credit card bills by transfering money directly from my Savings Account to my credit card account via the internet or a telephone call.