This is what I called bad service.

Recently, my dad booked a package tour for the whole agency and there were some discrepencies with regards to the itinerary. As a consumer, I have to exercise my right to find out what exactly happened. So I emailed the tour agency...bad treatment was all I got.

I wrote:

....

Frankly, we feel cheated after comparing the itineraries. I would like to get a reasonable explanation for the omission of Stone Forest and other places stated above from the tour package and why if we eventually get to go to Stone Forest, we have to pay admission fee. I hope XXX Holiday can honour your mission to provide professional, responsible and honest services to your customers.

Thank you for your time and hope to hear from you soon.


Here's "Bad Service' reply:

It is a pity that your Dad was not able to understand our package very well, although explanations had been repeated to him many times.

We suggest you and your dad may come to our office one more time, and let us explain it to him one more time together with you, that will help yours to understand better.
What about this Saturday? Obviously, you are not cheated ,there is no such things, we only need you people keep clear in mind. Lucky, the tour has not started yet, if you still have lot of questions after our explanation, you may withdraw the tour according to our terms & conditions, maybe this is the best solution.

Thanks

William

I replied:

Hi William

Thank you for your prompt reply. I will be glad to go down to your office to get an explanation. Unfortunately, my father will not be free to be there with me. Please advise on the best time for me to go down to your office.

I would also like to feedback on the email that you have replied me. I, as a customer who is just trying to find out the details, does not deserve to be labelled as "you people". And also, I did not say I was cheated, I was saying I FEEL cheated.

I believe you have your own frustration. From the customer service point of view, what you have replied will only chase customers away instead of keeping them.

I look forward to meeting you on Saturday.

Thank you.

That "unrepentent-bad service" replied:

I fully understand what you are trying to say, no point to talk about the mails word by word , let us meet and talk about your tour on Saturday. Our office hours is from 1030 –1830.

Have a nice day!

William


NOT A WORD OF APOLOGY! Bad service...bad service. I had only wanted an explanation. Not only did I not get what I wanted, I got a customer service-idiot serving me!