Singer’s shoddy customer service

Nov 27, 2017 Letters

Dear Editor,
In this modern age where customer service is vital for any business to operate, I am faced with a dire experience at Singer Guyana Inc. I purchased a few household items in July 2017 and a warranty of six months was given for these items.
Last week I had some technical challenge with the stove I purchased. A report was made of the issue to the service department and I was told that a security deposit had to be made for a technician to inspect the stove. I went ahead and placed the security deposit of $4,000.00, although I had an issue in doing so since a warranty covered a period due to manufacturer’s defects.
The supervisor and another staff clearly explained that when the technician inspects the item and nothing is wrong in regards to proper usage a refund is guaranteed.
I was surprised when I visited on the 25th November to hear that no refund can be given since the technician did a demonstration to light the stove using the electric ignite. I asked to speak to the manager. The said supervisor of the technical department ignored me totally and went on her own business. After I approached her a second time she said the manager is out and I have to come back, in a rude manner.
I left and went home. I then decided to call the company to speak to Ms. Lord (Manager) and was told by the operator (Ms. King) who placed me on hold to take another call after I explained my frustration and the reason to speak to Ms. Lord.
What is excellent customer service for a business to survive? We have so many competitors out there who sell the same products and for the same price. The only thing would keep your company alive is the service. Furthermore, I would never do business again with this company and would not recommend anyone to support a business that doesn’t have customers’ interest at heart.
I wish to bring this to management’s attention. Is this the way we treat customers? Ms. Lord, I would like you to invest in a workshop to train your staff about excellent customer service and the way we handle customers’ complaints.
The operator Ms. King needs to be trained to be more efficient in dealing with customers and the same goes for the supervisor of the technical department.
I will continue to follow up with the manager to have her input on this since the matter was not handled the way it should and the staff did not give clear instructions.
Raghubar

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