I like this letter (below) written by a bus passenger complaining about overcharging in the Today newspaper today. We should have more people like Tan Seng Wei to keep our service providers on their toes.
How hard is it to measure the distance?
"I AM writing to highlight the unfair distance-fare charged when travelling by bus between the Johor Bahru checkpoint and Woodlands checkpoint.
Since the end of November last year, the road between the checkpoints has been "straightened". But distance used for calculating the bus fare remains at 3.3km (S$0.81 per trip).
I have measured the distance using my phone GPS and the distance shown was only approximately 2km (S$0.71 per trip). Many people travelling across the Causeway are being overcharged every day.
I wrote to the Land Transport Authority several times and the last response I got in April was: "We are currently arranging with the bus operator and the Malaysian Authority for permission to enter Johor to measure the distance. Please bear with us as it will take some time to get the measurement done. We have no jurisdiction in areas under the purview of Malaysia."
It has been two months since and there is still no change to the bus fare. Is it really so hard and so complicated to get the distance measured correctly? As a commuter, I hope this issue can be resolved as soon as possible and refunds can be given to those who have been overcharged."
This story reminds me of the recent complaint by blogger Lucy Tan about overcharging by Cold Storage because of a faulty weighing machine.
Unless such issues are resolved quickly, consumers will continue to be overcharged.
Monday, June 13, 2011
Sunday, June 5, 2011
Cold Storage weighing machine that overcharges...
Shoppers, be warned! The weighing machines at Cold Storage outlets are not totally reliable as blogger Lucy Tan (Food Fuels Me To Talk) found out recently.
The one she went to at Chancery Lane overcharged her for a daikon. And she discovered it only because she had pre-weighed the white radish at the self-service machine.
Fortunately for her, she also happened to check her bill at the check-out counter and spotted the discrepany.
She has written to Alan Stephen Nementzik, a big shot in the company, to complain. Here's her letter:
"Dear Mr Nementzik:
It's been a while since I wrote to you. I've not been checking my Cold Storage bills over the months, mostly because there's always such a crush of people at CS outlets.
Also, I found that other places overcharge too and if I complained every time it happened, to every single shop, I would be doing nothing else!
However, very unfortunately for CS Chancery Lane, I saw a neighbour shopping there this afternoon and noticed she weighed all her mango purhases at the self-service weighing machine.
Since I wasn't buying much stuff this afternoon, I decided to emulate her and weighed the three or four items in my shopping list that were priced on a per 100 gm basis.
To cut a long story short, after I paid my bill, I noticed that the single daikon I bought was charged as one full kg ($5.40) when I distinctly remembered it as being well under 500gm when I pre-weighed.
I queried the cashier and she nonchantly said that's what the scanner showed. When I disagreed, she told another cashier to refund me. Which he duly did. And took back the daikon.
When I asked that he weighed it to prove that I wasn't mistaken, he did so. It weighed just 320gm. Then he asked whether I wanted to buy it. I said of course and I was charged $1.70!!!
Picture this to yourself: The $5.40 I was charged originally represents some 8% of my total bill. The difference between the actual price of $1.70 and what was charged originally is $3.70.
If all your customers are regularly overcharged some 5-6%, how much this must be adding to CS' profits? Even tho I've been overcharged elsewhere too, it just doesn't make it right to happen at CS, does it?
Yours sincerely
Lucy Tan"
Moral of the story: Make it a point to pre-weigh your purchases and check the figure against that on the bill at the check-out counter.
The one she went to at Chancery Lane overcharged her for a daikon. And she discovered it only because she had pre-weighed the white radish at the self-service machine.
Fortunately for her, she also happened to check her bill at the check-out counter and spotted the discrepany.
She has written to Alan Stephen Nementzik, a big shot in the company, to complain. Here's her letter:
"Dear Mr Nementzik:
It's been a while since I wrote to you. I've not been checking my Cold Storage bills over the months, mostly because there's always such a crush of people at CS outlets.
Also, I found that other places overcharge too and if I complained every time it happened, to every single shop, I would be doing nothing else!
However, very unfortunately for CS Chancery Lane, I saw a neighbour shopping there this afternoon and noticed she weighed all her mango purhases at the self-service weighing machine.
Since I wasn't buying much stuff this afternoon, I decided to emulate her and weighed the three or four items in my shopping list that were priced on a per 100 gm basis.
To cut a long story short, after I paid my bill, I noticed that the single daikon I bought was charged as one full kg ($5.40) when I distinctly remembered it as being well under 500gm when I pre-weighed.
I queried the cashier and she nonchantly said that's what the scanner showed. When I disagreed, she told another cashier to refund me. Which he duly did. And took back the daikon.
When I asked that he weighed it to prove that I wasn't mistaken, he did so. It weighed just 320gm. Then he asked whether I wanted to buy it. I said of course and I was charged $1.70!!!
Picture this to yourself: The $5.40 I was charged originally represents some 8% of my total bill. The difference between the actual price of $1.70 and what was charged originally is $3.70.
If all your customers are regularly overcharged some 5-6%, how much this must be adding to CS' profits? Even tho I've been overcharged elsewhere too, it just doesn't make it right to happen at CS, does it?
Yours sincerely
Lucy Tan"
Moral of the story: Make it a point to pre-weigh your purchases and check the figure against that on the bill at the check-out counter.
Thursday, June 2, 2011
Case of "misleading" Challenger ad still unresolved
More than two months after Anne Wong-Holloway made a complaint about a "misleading" advertisement to consumer watchdog, Case, through my blog, we are still waiting patiently for an outcome.
The ad by IT retailer Challenger was published in the mainstream newspapers during the IT Show on March 10 with a bold headline, "We Match Show Pricing".
But Anne found out to her dismay that it was not true when she went to its Funan Centre outlet to buy a Canon all-in-one printer. (See blog, THE TRUTH IN CHALLENGER'S AD on March 13)
She decided to write to me. I posted her story on March 13 and alerted both Case and Challenger about the complaint.
Challenger did not even both to acknowledge my email. However, Case did, and the matter was given to the Advertising Standards Authority of Singapore (ASAS) , an advisory council to Case, to look into.
ASAS' job is to promote ethical advertising in Singapore and is the self-regulatory body of the advertising industry.
A month after our complaint, nothing was heard from Case. So I emailed to ask what had happened.
Ms Aringi Ng, a Case official, replied: "The Council (of ASAS) finds that the matter should be referred to CASE to act under the CPFTA. We will inform CASE on this issue." CPFTA refers to the Consumer Protection (Fair Trading) Act.
Well, we are still waiting for a verdict on what we see as a simple case of misrepresentation. I wonder what is taking Case so long!
The ad by IT retailer Challenger was published in the mainstream newspapers during the IT Show on March 10 with a bold headline, "We Match Show Pricing".
But Anne found out to her dismay that it was not true when she went to its Funan Centre outlet to buy a Canon all-in-one printer. (See blog, THE TRUTH IN CHALLENGER'S AD on March 13)
She decided to write to me. I posted her story on March 13 and alerted both Case and Challenger about the complaint.
Challenger did not even both to acknowledge my email. However, Case did, and the matter was given to the Advertising Standards Authority of Singapore (ASAS) , an advisory council to Case, to look into.
ASAS' job is to promote ethical advertising in Singapore and is the self-regulatory body of the advertising industry.
A month after our complaint, nothing was heard from Case. So I emailed to ask what had happened.
Ms Aringi Ng, a Case official, replied: "The Council (of ASAS) finds that the matter should be referred to CASE to act under the CPFTA. We will inform CASE on this issue." CPFTA refers to the Consumer Protection (Fair Trading) Act.
Well, we are still waiting for a verdict on what we see as a simple case of misrepresentation. I wonder what is taking Case so long!
Wednesday, June 1, 2011
Starhub, please buck up!
Starhub is reputably the worst service provider among our three telcos when it comes to mobile phone reception. Apparently, this is because it does not have sufficient transmitters to provide adequate coverage.
So subscribers are understandably upset when they are unable to make a call or send an sms especially when they are in places which they expect to have good coverage.
After being its customer for many, many years, I had given up waiting for it to improve its service coverage and switched to its rival M1 when I got my iPhone a couple of months ago.
My friend, Irene Hoe, who has been quite exasperated with Starhub's service for sometime, wrote to me today, saying:
"Whenever I am in the Clementi Polyclinic in Clementi Central, reception slips to no more than one or two bars.
"Each time I am here at the clinic, as I am now, at least once or twice there will be no reception at all and I'll see "searching for network" at the top of the screen.
"Meanwhile, I note that my M1 iPhone displays full or near full bars.
"This area, especially with the newly-opened Clementi Mall nearby, serves a large number of people. Moreover, the bus interchange is due to relocate there, so there will be even more potential users in the vicinity.
"So I fail to understand why reception for Starhub customers should be so poor - unless you deleted a transmitter while construction was underway and decided or neglected to replace it.
"I've reported this before - stupidly, only over 1633 instead of in writing - but it has been nearly a year and there seems to have been no improvement."
Well, it looks like Starhub may lose more of its customers if its does not listen and buck up.
So subscribers are understandably upset when they are unable to make a call or send an sms especially when they are in places which they expect to have good coverage.
After being its customer for many, many years, I had given up waiting for it to improve its service coverage and switched to its rival M1 when I got my iPhone a couple of months ago.
My friend, Irene Hoe, who has been quite exasperated with Starhub's service for sometime, wrote to me today, saying:
"Whenever I am in the Clementi Polyclinic in Clementi Central, reception slips to no more than one or two bars.
"Each time I am here at the clinic, as I am now, at least once or twice there will be no reception at all and I'll see "searching for network" at the top of the screen.
"Meanwhile, I note that my M1 iPhone displays full or near full bars.
"This area, especially with the newly-opened Clementi Mall nearby, serves a large number of people. Moreover, the bus interchange is due to relocate there, so there will be even more potential users in the vicinity.
"So I fail to understand why reception for Starhub customers should be so poor - unless you deleted a transmitter while construction was underway and decided or neglected to replace it.
"I've reported this before - stupidly, only over 1633 instead of in writing - but it has been nearly a year and there seems to have been no improvement."
Well, it looks like Starhub may lose more of its customers if its does not listen and buck up.
Wednesday, May 25, 2011
SBS acts on third-party apps developers' requests
SBS Transit has explained why it needed to block third-party apps from accessing information from its IRIS system.
It was responding to comments made by Lulin Reutens yesterday on why the move did not make sense. Lulin, by the way, does not own an iPhone and takes the bus occasionally.
In her email yesterday, Ms Tammy Tan, SBS Transit's Senior Vice President of Corporate Communications, explains:
"We have introduced a verification process to our iris information as many third party application developers were accessing our information without prior approval.
"Unfortunately, this could result in issues of information accuracy being provided to end-users since we have no control over these developers. But we recognise that it would be useful to end-users to have access to some of these apps.
"As such, we are currently evaluating several requests by third party application developers and assessing them based on the merits of their proposals.
"Separately, we will also be rolling out an iris app for Android users come this July in addition to the iPhone app that has already been available since April."
Bouquet to SBS Transit for recognising the needs of non-iPhone users and doing something about it.
It was responding to comments made by Lulin Reutens yesterday on why the move did not make sense. Lulin, by the way, does not own an iPhone and takes the bus occasionally.
In her email yesterday, Ms Tammy Tan, SBS Transit's Senior Vice President of Corporate Communications, explains:
"We have introduced a verification process to our iris information as many third party application developers were accessing our information without prior approval.
"Unfortunately, this could result in issues of information accuracy being provided to end-users since we have no control over these developers. But we recognise that it would be useful to end-users to have access to some of these apps.
"As such, we are currently evaluating several requests by third party application developers and assessing them based on the merits of their proposals.
"Separately, we will also be rolling out an iris app for Android users come this July in addition to the iPhone app that has already been available since April."
Bouquet to SBS Transit for recognising the needs of non-iPhone users and doing something about it.
SBS blocking of 3rd party apps makes no sense at all
Retiree Lulin Reutens, who takes the bus occasionally and does not have an iPhone, is peeved when she read, in The Straits Times yesterday, SBS Transit's reason for blocking third party apps from accessing information from its IRIS system.
"It makes no sense at all," she says.
In The Straits Times' report, SBS corp comm's Tammy Tan says the move is "to prevent unauthorised use of proprietary information" and that using the information without approval "could result in wrong information released to end users".
In an email to boo-n-bouquet today, Lulin counters: "Commuters will stop using those apps that give incorrect schedules and the reliable ones will gain popularity. This can only be a good thing; why should that be of concern to SBS?
"Anyway, isn't SBS's main job to get as many people to ride their buses as possible? And wouldn't allowing maximum access to their precious IRIS information help to do this?
"And most importantly, wouldn't that be of great service to their customers? Having the information in one's palm would be many times more convenient than the current situation. Apps developers who have asked for permission have been rejected. So what does SBS want?
"I can just hear SBS's collective minds ticking: How dare anyone make money (through ads) from information that SBS generates! Why not make the money ourselves and prevent others from gaining? Let's stop them, although our version is limited only to iPhone users and other versions won't be ready for months. What's the hurry? After all, commuters have managed without accurate schedules for years.
"What money SBS could make from ads in their own apps would be small change compared to the zillions the company makes from commuters. But it would be a great boost to the apps developers."
What Lulin says makes a lot of sense. We can only hope that SBS Transit will come to its senses.
"It makes no sense at all," she says.
In The Straits Times' report, SBS corp comm's Tammy Tan says the move is "to prevent unauthorised use of proprietary information" and that using the information without approval "could result in wrong information released to end users".
In an email to boo-n-bouquet today, Lulin counters: "Commuters will stop using those apps that give incorrect schedules and the reliable ones will gain popularity. This can only be a good thing; why should that be of concern to SBS?
"Anyway, isn't SBS's main job to get as many people to ride their buses as possible? And wouldn't allowing maximum access to their precious IRIS information help to do this?
"And most importantly, wouldn't that be of great service to their customers? Having the information in one's palm would be many times more convenient than the current situation. Apps developers who have asked for permission have been rejected. So what does SBS want?
"I can just hear SBS's collective minds ticking: How dare anyone make money (through ads) from information that SBS generates! Why not make the money ourselves and prevent others from gaining? Let's stop them, although our version is limited only to iPhone users and other versions won't be ready for months. What's the hurry? After all, commuters have managed without accurate schedules for years.
"What money SBS could make from ads in their own apps would be small change compared to the zillions the company makes from commuters. But it would be a great boost to the apps developers."
What Lulin says makes a lot of sense. We can only hope that SBS Transit will come to its senses.
Sunday, May 15, 2011
Six months' wait to do a scan
I was surfing The Online Citizen website today when I came across this posting about a woman's experience with the Changi General Hospital which kept postponing her appointment for a scan.
Yvonne Leng says she had gone to a polyclinic in mid-February because of her agonizing backache. She was given an early April date to do a scan at the Changi General Hospital.
However, because of the numerous delays, her appointment was eventually fixed for the end of August.
"More than 6 months to see the doctor, just to do a scan?" she says. "This is ridiculous, unacceptable and simply insane.. I am really mad."
Here's her posting in The Online Citizen on May 11.
Six months’ wait – just to do a scan
"I had gone to a polyclinic in mid-February and requested to do a MRI scan for my chronic backache which gave me agonizing pain and was affecting my sleep and temperament.
" I was first given a slot in early April to see the orthopaedic doctor. I asked for the earliest slot possible and was told that was the earliest date. I had managed my expectations well, knowing it would take 2-3 months before I can see the doctor. So I waited.
"Come March, I was notified that my appointment had been postponed to almost another 2 months later, from early April to end of May instead. I wasn’t given any explanation; just a SMS and a letter that they “regret” to inform me that my appointment had been rescheduled.
"I decided to do the scan at a private hospital and got a slot the very next day. Results were out the following day too. This kind of efficiency costs me S$1,000 excluding the treatment sessions averaging about S$100 per half an hour. I too accepted it, because it was a non-subsidised hospital.
"6th May 2011, one day before election, I received a sms from CGH that my orthopaedic surgery appointment @ Changi General Hospital (CGH) had been once again delayed – for a second time. This time round delayed another 3 months from the already delayed date – end of August.
"More than 6 months to see the doctor, just to do a scan? This is ridiculous, unacceptable and simply insane. I do not actually need to see the doctor anymore, but I am really mad.
"I called the hospital and demanded an explanation. I was really really mad. And to my surprise, the operations manager reverted back to me within 3 hours and offered me an appointment slot that was just a few days later.
"I was very impressed with her professionalism and efficiency. But somehow this made me even more angry. If I were one of the poor, uneducated, non-complaining Singaporeans or one who does not know which channel to go for help, I would have to accept these delays in seeking medical treatment?
"Is it because my condition is not life threatening that I have to accept this kind of unprofessionalism and inefficiency? Or are the poor and weak supposed to have higher threshold for pain and their lives are not as worthy as the rich?
"I have since written to Ministry of Health and the Straits Times forum page. I have yet to hear from them. I am very sure a lot of people are facing the same problem. And as a fellow Singaporean, (not trying to be label as a typical complaining Singaporean) I think I have to voice out and make attempts to rectify issues like this.
"And convey the message that our healthcare system has a lot of room to improve on. I sincerely hope Ms Tin Pei Ling and Mr Khaw Boon Wan – both of whom espoused the affordability and efficiency of our healthcare system – will be able to read this and make sure what needs to be rectified will be rectified."
Yvonne's experience reminded me of my brother's experience a year ago with the Singapore General Hospital which took 68 days to fill up a medical report for an insurance claim --- despite numerous reminders.
My faith in our "first-class" national health services is eroding rather rapidly.
—————–
Yvonne Leng says she had gone to a polyclinic in mid-February because of her agonizing backache. She was given an early April date to do a scan at the Changi General Hospital.
However, because of the numerous delays, her appointment was eventually fixed for the end of August.
"More than 6 months to see the doctor, just to do a scan?" she says. "This is ridiculous, unacceptable and simply insane.. I am really mad."
Here's her posting in The Online Citizen on May 11.
Six months’ wait – just to do a scan
"I had gone to a polyclinic in mid-February and requested to do a MRI scan for my chronic backache which gave me agonizing pain and was affecting my sleep and temperament.
" I was first given a slot in early April to see the orthopaedic doctor. I asked for the earliest slot possible and was told that was the earliest date. I had managed my expectations well, knowing it would take 2-3 months before I can see the doctor. So I waited.
"Come March, I was notified that my appointment had been postponed to almost another 2 months later, from early April to end of May instead. I wasn’t given any explanation; just a SMS and a letter that they “regret” to inform me that my appointment had been rescheduled.
"I decided to do the scan at a private hospital and got a slot the very next day. Results were out the following day too. This kind of efficiency costs me S$1,000 excluding the treatment sessions averaging about S$100 per half an hour. I too accepted it, because it was a non-subsidised hospital.
"6th May 2011, one day before election, I received a sms from CGH that my orthopaedic surgery appointment @ Changi General Hospital (CGH) had been once again delayed – for a second time. This time round delayed another 3 months from the already delayed date – end of August.
"More than 6 months to see the doctor, just to do a scan? This is ridiculous, unacceptable and simply insane. I do not actually need to see the doctor anymore, but I am really mad.
"I called the hospital and demanded an explanation. I was really really mad. And to my surprise, the operations manager reverted back to me within 3 hours and offered me an appointment slot that was just a few days later.
"I was very impressed with her professionalism and efficiency. But somehow this made me even more angry. If I were one of the poor, uneducated, non-complaining Singaporeans or one who does not know which channel to go for help, I would have to accept these delays in seeking medical treatment?
"Is it because my condition is not life threatening that I have to accept this kind of unprofessionalism and inefficiency? Or are the poor and weak supposed to have higher threshold for pain and their lives are not as worthy as the rich?
"I have since written to Ministry of Health and the Straits Times forum page. I have yet to hear from them. I am very sure a lot of people are facing the same problem. And as a fellow Singaporean, (not trying to be label as a typical complaining Singaporean) I think I have to voice out and make attempts to rectify issues like this.
"And convey the message that our healthcare system has a lot of room to improve on. I sincerely hope Ms Tin Pei Ling and Mr Khaw Boon Wan – both of whom espoused the affordability and efficiency of our healthcare system – will be able to read this and make sure what needs to be rectified will be rectified."
Yvonne's experience reminded me of my brother's experience a year ago with the Singapore General Hospital which took 68 days to fill up a medical report for an insurance claim --- despite numerous reminders.
My faith in our "first-class" national health services is eroding rather rapidly.
—————–
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