my experience with Challenger
By Pat Law™ • Oct 14th, 2008 • Category: Features
[Extracted from Challenger’s website]
Challenger constantly strives to enhance our customers’ shopping experience. We are dedicated to providing the highest standard of quality service with our customers’ lifestyles in mind.
Singapore is not known for its customer service standards the way Japan is, but my experience hours ago with Challenger has got to be the most extraordinary.
In the next twenty minutes or so, please allow me to recollect my excruciating encounter with the preferred IT products and services provider (not my words, Challenger’s), for the Samsung LCD TV Series 4, which I bought at Challenger’s roadshow at White Sands, as of 12 October 2008. The promotional offer came with free delivery, wall mounting, a Home Theatre System and a DVD player.
Kindly note that the following are stated according to sequence.
Samsung guys appeared timely at 7pm, as specified. They were in charge of mounting my TV on my wall. Bracket on wall installed.
After approximately 15 minutes later, I called Challenger White Sands up to enquire on the delivery of my TV. A guy, whose name I failed to ask, answered.
I explained the reason for my call, and enquired on why my TV was not delivered on time. He replied, telling me that the delivery car has broken down. I immediately asked why I was not informed, especially when my mobile number was provided. I was evidently annoyed. He said he would check and call me back.
He ended the conversation by asking for my mobile number.
15 minutes later, the Samsung guys, who were patiently waiting at my void deck for the TV to arrive, called to enquire on the delivery. Quite naturally, I called Challenger White Sands again, realizing that my call has yet to be returned.
The same guy who promised to call answered.
I asked again on the delivery time of my TV, and explained to him the urgency, with the Samsung guys waiting. He asked for my tax invoice number. I thought you knew? Shouldn’t you check this from the first call? I remarked. He laughed. I expressed my unhappiness and my preference for holding the line until clarity over my delivery was provided.
He replied, Ya ya ya, and hung up.
I called again. I requested for the Manager this time. Her name is May.
Like the first call, I explained the reason for my call, expressed the urgency of the matter, and my unhappiness over the lack of punctuality of my delivery. She asked for my tax invoice number, which I could remember by heart now. She promised to call me back.
The Samsung guys called shortly after my call with May. They commented that the delivery guy from Challenger would help install my TV into the already-mounted bracket. Contact details were provided in case I needed assistance. I’m expecting a call tomorrow from them requesting for the serial number of my TV. Paperwork, I’d imagine.
May returned my call as promised. She said the delivery was scheduled to be delivered after 7pm. I highlighted my extremely specific request for the delivery to be made at 7pm. I am a Suit. I give specific timelines. It was then when I was prompted by May to check my tax invoice. Oh gosh, the wrong delivery description was written. It stated after 7pm instead of at 7pm. May mentioned that my TV was to be expected at 830pm. It was already about 750pm by the time of my conversation with her.
It is at this point that I would to interrupt and urge for all of you to always check the tax invoice issued by any company, and not just the receipt. Never trust anyone. Even if they claim to be dedicated to providing the highest standard of quality service with their customers’ lifestyles in mind.
May was kind enough to offer to speed up the process by checking with the delivery guy again if the delivery could be made any earlier. I was harsh. Regardless, I want my TV and Home Theatre System installed, up and ready by tonight, I demanded. May assured me she would do the best she could.
I missed a call while in the bathroom. May never called again.
Delivery guy appeared. Installed my TV in 10 minutes flat. All programmes pre-set, if you want to configure anything, read the manual, he said. Well, I wasn’t expecting a proper tutorial anyway.
I asked where my Home Theatre System was. To be self redeemed at Morris, he replied. But this was never communicated to me, I said to pointless ears. I called May again.
Again, people, please check your tax invoice always. Do not assume all information will be verbally communicated to you at point of sale. With some companies, you’re expected to read it on your own.
My tax invoice stated, Home Theatre System to collect at Morris.
From the time I enquired on the TV, to the part of deciding on my payment terms, until the point of swiping my credit card, I was never once told by any staff from Challenger that I’d need to make my own collection. To contrast, I was actually advised by a Challenger salesperson to opt for 12-months and not 24-months installment payment for the latter requires Challenger to pay 4% and not 2% fees to the credit card company.
I was flattered he thought I cared.
May offered to collect the Home Theatre System on my behalf, when I insisted that I was not about to redeem it personally since the condition of collection was originally deprived from me. I sincerely could’ve changed my mind about the purchase. I don’t drive. A Home Theatre System isn’t the size of an iPod.
May needed my original invoice and serial number label cut out from my TV box, and a copy of my NRIC in order to redeem the Home Theatre System on my behalf. I expressed my reluctance. Can we make the arrangement for the original invoice and serial number label to be provided to Morris after the Home Theatre System is delivered? I asked.
I give you the number, you call Morris directly and arrange? May replied.
Guess what? I was never provided with Morris’ address until requested.
I thought I’d be watching a DVD on my new Samsung LCD TV this evening til wee hours of the morning, in the comfort of my bed. Instead, I sit here, with my third cup of coffee and a cigarette lingering at the sides of my mouth, wondering what on earth made think of getting that TV from Challenger.
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Pat Law™is a Digital Strategist who, in her time in the Adland, has marketed a range of global brands including adidas, Cadbury Schweppes, Chrysler, Harley-Davidson, Hewlett-Packard, Johnnie Walker, L’Oréal, and Royal Salute. A self-confessed Social Media junkie, Pat has since joined the 360° Digital Influence team at Ogilvy PR. Pat also writes for iSh, LOTL International, and Singapore Architect.
Email Pat | All posts by Pat Law™
Challenger = Gives you challenges. I guess the meaning of “challenger” has taken on a literal meaning this time.
Noted, no buying of large electronics from Challenger. Ever.
Hmmm … I think the manager tried her best to help. It is the people who made the sales that should bear the most blame if blame is to be apportioned. That’s the problem nowadays (at least to me) - everyone is just interested in making the sale and then fuck off.
wow …. sorry to know that you have such a bad experience. ive never made large purchases with challenger yet.
I’m echoing exactly what Mintea said.
Companies can think bloggers are a “fad” or “no one” reads them or they’re not influential or there’s no ROI.
Well, I’m in the market for a TV when I get home (as well as an Xbox 360), and I’m not going to buy it from Challenger.
So that’s two “no ones” Challenger can calculate an accumulated customer lifetime value and calculate a negative ROI.
I can, however, be persuaded to change my mind and believe this is an anomaly if Challenger takes steps to properly rectify this situation to your specifications, Pat. Though the odds of that are as good as me enjoying Singapore heat in Canadian winter.
Wouldnt all these problems and upset be avoided if you have read the terms and conditions carefully before signing and paying for anything?
Well, it might have been an oversight of the sales staff failing to advide you accordingly but since everyhting is printed on your invoice.. i guess there is nothing much you can do or say abt it. isnt it clearly an oversight on your part as well?
You ought to know what you are paying for in furture. Doesnt hurt to read the fine prints (dont forget some marketers love fine prints). =)
Cheers~!
marms can u use ur brain? who would have more experience n knowledge of wats on the Challenger deal? the customer or the Challenger salesppl ?
if u r hungry, u saw McD n u havent been having McD for a year, would u b asking whether u wil get the promotional coupon for ur cheeseburger which has juz launched 1 week ago?
I think Marm’s statement is fair. No doubt Pat was duped in some sense, but she could have exercised a little more vigilance in checking the fine print. After all, isn’t that what suits do best too? Everyone has to take a little responsibility here.
I believe that the challenger Mananger, May, did put in effort and tried her best in making the offer to help Pat to make the collection. However, this incident has clearly shown the overall incompetence of the organization. Another thing to note, these floor sales staff usually don’t recieve adequate training as they turnover relatively fast and they are usually non-permanent staff members.
hi lu,
my apologies if i appear that stupid to you. but be nice ya?
If im that desperate for a discount, yes I will ask. If I dont even bother to ask and am charged the regular price, I cannot blame them right?
Be fair.
I think, you thought, who confirm? =)
I agree that May, the manager, tried her best to help. I spoke to a friend on this and I agree with him - May shouldn’t have offered to collect the Home Theatre System on my behalf. It was thoughtful, but what happened after I expressed my reluctance in submitting my original documents upfront?
It is true I did not bother to read the descriptions scribbled manually on my tax invoice, and only counter checked my receipt. I should have, and my inconvenience incurred last night was the price I had to pay. That explains my words highlighted in red, does it not? I don’t think I have said anything that suggest my lack of oversight otherwise.
The tax invoice was given to me AFTER I swiped my card and made the purchase, by the way. If we are talking about terms and conditions that one, especially a Suit, should be vigilant enough to check, shouldn’t it be presented before the purchase, and fully explained? I don’t deny my oversight, but surely there should be quality control introduced.
The lack of communication causes a case of misrepresentation. The Sales of Goods Act comes to mind…
Well, if the PR or corp comm of Challenger get wind of this, they better do something FAST.
IMHO, both side has to share the blame. One side failing to read the invoice, one side failing to communicate the necessary info to the other party.
So i guess everyone learn a lesson here. Read the fine print and make sure you ask everything from the sales person when making purchases, ESPECIALLY at SHOWS.
However, one part of the story annoyed me. The part whereby Pat call White Sands Challenger. Whoever answered the call need to be transferred cause apparently he is inadequate for the job scope he is hired for. I mean, when a store receive a complaint, normally they would be very nice and well, at least ensure the customer is happier when he hang up than when he first call. “Ya ya ya” and hanging up don’t seem to be an effort to lessen the customer anger.
No Challenger for me. Period.
I don’t care what others say about the fine prints. Big PR mistake here. No one wants to patronize a store thinking she’ll have to read all the fine prints given to her in a invoice, AFTER she swipes her card. It’s a matter of knowing, you can end up not getting things delivered properly like pat.
Where else can we buy electronics from? Best Denki?
im not sure if its the case of you dont drive so u dont know.by demanding a delievery man to come at a sharp time is pretty demanding. aside from the traffic conditions n freak accidents, delays from previous customer due to some unforseen reasons also contribute to it.so its really hard to be exactly on time even if it was stated.
terms n conditions on an invoice should also be requested to checked on your part n to go through it with the salesman esp when u r getting such a “big” thing.as u have mentioned,its a sale,so i believe the salesman might have been eager to complete the sale n move to the next one.it might have been a mistake on his part but not unforgivable because u should also take some responsibilty.
they way that i look at the customer service ,definitely not the best but u have to say its pretty fair especially when the manager went beyond what she needs to do to ease your frustration on the whole matter.its also pretty difficult if she was to collect on your part without the orignal documents.though it might be a mistake on their sales staff,but arent u making things difficult when she is tryin to rectify the whole issue?
though it might be an unpleasant experience for this freak incident,but i think it would be unfair to judge challenger as a whole on this one.
pardon me.lastly,swiping your card n only receiving your invoice after isnt exactly a good reason to justify why u failed to check your invoice.you could still check your invoice even so n if the terms wasnt as what is communicated,you could have cancel the order still esp when u bought it with a card. although its a more troublesome process.the best way is still what u have highlight.to check 1st.salesman are afterall salesman.its everywhere.not to say it shld be the way but its still better if it lies with u in future.the lesson shld be that n not challenger as stated in the comments if to be fair.
i guess it is not challenger’s fault bah.. its the sales staff fault. i remember me buying a sharp 42″ TV from best denki earlier this year, and the sales staff told me that it came with a free home theatre system as well. after some discussion and price negotation, we settled at a price and i go ahead for the payment. when the stuff arrive, they then told me that the entertainment system has to be redeem at a place beside sim lim sq.. i guess it’s the people, not the company fault. at least you got the manager to hear you, i couldn’t even get the vivo best denki manager and has to make a waste trip down to sim lim sq to collect my theatre system. sigh… wat’s wrong with the service standard of singapore..
On the first screwup its wise to dig out all the necessary invoices etc and lay it out so that you have the information needed for them to expedite the process.
Hey Yi Kai,
I’m starting to wonder if Challenger is established enough as an organization to have a PR / Corporate Communications division. 24hours later and close to 2,000 unique page views to this post, I have yet to hear from them.
Yes, I should’ve read my invoice, especially since I was at a roadshow. I honestly won’t be as pissed off if not for that guy on the phone. If he was incapable of handling my request, he should have passed me on, at that very point, to his manager. Oh well, the price I have to pay.
Hey barffie,
I hear Audio House is great! And this comes from a very reliable source.
Hi K,
I don’t know if you realize this, but in your consecutive feedback provided, you defended Challenger so passionately, you almost sounded angry and offended. Hmm. It’s almost as though I’m talking about your company.
Oh wait. Am I?
Thanks for commenting regardless. Here’s my reply, point by point.
You said: im not sure if its the case of you dont drive so u dont know.by demanding a delievery man to come at a sharp time is pretty demanding.
Indeed, I specifically requested for a 7pm delivery. If Challenger anticipates a high possibility of not meeting the time stipulated, it is their duty to inform me and manage my expectations, is it not? Don’t ask me for my preferred time of delivery, if you aren’t going to fulfill it.
If you’re going to be late, that’s ok. But a courtesy call would’ve been nice.
And yes, I am demanding. 10pm, 11pm, 1am and 2am are considered after 7pm. Do I plan to wait after a long day at work? No. Do I think it’s polite to be drilling a hole in my wall at 11pm while my neighbours are tucking into bed? Absolutely not. There is a reason for the specific time given.
That bit about driving? I wish it was true, but nope, I have been exposed to Singapore’s traffic conditions before. Surprise, surprise.
You said: terms n conditions on an invoice should also be requested to checked on your part n to go through it with the salesman esp when u r getting such a “big” thing. as u have mentioned, its a sale, so i believe the salesman might have been eager to complete the sale n move to the next one. it might have been a mistake on his part but not unforgivable because u should also take some responsibilty.
Did I not highlight my oversight?
You said: they way that i look at the customer service ,definitely not the best but u have to say its pretty fair especially when the manager went beyond what she needs to do to ease your frustration on the whole matter. its also pretty difficult if she was to collect on your part without the orignal documents. though it might be a mistake on their sales staff, but arent u making things difficult when she is tryin to rectify the whole issue? though it might be an unpleasant experience for this freak incident, but i think it would be unfair to judge challenger as a whole on this one.
Sorry, lost you there. A bit preoccupied with my curiosity on your little whyisitme defense for Challenger. I would’ve thought you might be a lawyer if not for your command of the language. Relax dude, I wasn’t talking about you in this article.
You said: pardon me. lastly, swiping your card n only receiving your invoice after isnt exactly a good reason to justify why u failed to check your invoice. you could still check your invoice even so n if the terms wasnt as what is communicated, you could have cancel the order still esp when u bought it with a card. although its a more troublesome process.
Mate, it goes beyond being troublesome. Do I get to charge Challenger for my hourly rates? Yes, I should’ve checked my invoice, and again, I repeat, I never denied my oversight. My point is, what was written on the invoice was not the same information communicated. That, itself, is misrepresentation.
You said: the best way is still what u have highlight. to check 1st.salesman are afterall salesman. its everywhere. not to say it shld be the way but its still better if it lies with u in future. the lesson shld be that n not challenger as stated in the comments if to be fair.
You talk like a salesman. No, that wasn’t a compliment. And again… Are you from Challenger?
Hi blah blah,
When you wear the company’s uniform, when you have a name card with the company’s logo, when the company pays for your monthly salary… you represent the company. Period.
No la, I doubt K represents Challenger.
K is merely voicing an opinion of someone whom through his own experience (in sales or customer service probably …) and felt that the customer should adjust or change their behaviour.
K should take the next step of also advising sales staff of not just Challenger, other stores such as Best Denki & Courts SuperStore, to be mindful of keeping the name of their companies clean. Isn’t that what salesperson supposed to do? Or he/she is just supposed to push a sale and leave the tinybit of T&Cs to the consumers.
Hi Pat Law™,
I don’t know if you realize this, but in your reply provided, you sounded too defensive,it was you almost like “Did I not highlight my oversight?” doesnt stand.the whole frustrating issue started because of the “oversight” isnt it? im sorry to disappoint you because you have yet to get challenger attention here.i wasnt angry but just disturbed at how it will affect the reputation of a company after lookin at the comments.pardon me if i sounded angry but it doesnt really matter even so.thanks for your attention here and sorry to disappoint you again.if i was from challenger,it will be stupid to reply here but then again,if i had portray myself as one,so be it.
i wouldnt argue with you the point of not calling you when they are goin to be “late” because its invalid.as stated on the invoice,there wasnt much to argue about.if it was stated as 7 sharp,then yes,they should’ve called u but that wasnt the case.then again i thought u are starting to be ridiculous talkin about 10pm 11pm 1am 2am .it just prove you are angry thats all because it just ridiculous.yes its after 7pm still,but do u really think so?i mean really?
that bit about driving,definitely most people had been exposed to traffic condition before .but my point really was just a plus minus time allowance.again,all this doesnt stand because they werent “late”. but miscommunication.
yes you have highlight your oversight but didnt i highlight your highlights too?to me personally though,i dont think u really feel its a oversight based on your defense.i guess its my mistake n i must have misinterpret somewhere because there is only one sentence of oversight but a whole para of overuiling the oversight.perhaps its just me.
i sincerely apologise for my bad command of english.yes i have a bad command of langauge.it does surprise me though that u couldnt understand but reply me with another long defense n assumption somehow.it does impress me,really.i think what i typed here was just tryin to bring the message across,my langauge will still be as bad as long as there are people like u.it doesnt really matter since i gotten my intention.chill though im talkin about you.
it does goes beyond troublesome,frustration or whatever u might feel.the point was just,it wasnt a reason that u receive your invoice after.u couldve still cancel it.what i’m tryin to say was u overlooked,n that was da crux of da whole issues here.im not sayin that salesman shouldnt initate to go through your invoice w u,but really,this is your thing.shouldnt it be u checked rather than someone askin u to check?it was overlooked as u had said,so that was da real issue isnt it?
then again i have to say im not from challenger.but it doesnt really matter even if i was.i wasnt defendin challenger.challenger is just a branding.i was talkin about the situation rather.even if its best denki or whatever.it wasnt about challenger.all this time,i did not say it wasnt the salesperson fault too because theres only your side of story i heard.but all im tryin to say is u shld take responsibility for what you bought too.the situation wouldnt had been this bad.they had also tried to rectify the problem after facing it instead of pushin here n there n refuse responsibilty.it just a miscommunication somewhere along the line but its no reason to condemn them just yet.
i was just voicing my opinion as a kpo,outsider or whatever u will like to call it.sincere apologies if i do sound angry to u n made u think u had gotten their attention.
even if i really do sound angry,then ok so be it.its an angry opinion from an outsider.
Hi k,
My word, the passion! The lengthy reply! The artistic use of punctuation!
Thanks. Excuse me now while I retreat into the hands of a nice chilled beer.
Cheers me dears,
Pat
k argues like a person with really really small… feet. you know what they say about small feet.
Ya, i seriously agree with you Pat, especially since this post was mention on Cowboy Caleb blog too.
Anyway, the incident has happened and well, everywhere is entitled to their opinions. Let us move on, shall we?
I personally don’t see a point in discussing this anymore.
We should all learn from Pat. Get a beer and chill. =)
oh well my mom got it at courts the enthusiastic chionster salesman advised her EVERYTHING from which samsung LCD TV to get, to which installment plan she should invest. AND even mentioned the home-theater system has to be self-collected or by delivery by best denki, just by paying a sum of money. And I don’t really know who came to install the TV and Home theater, but they did it very professionally as they introduced every cable inserted and such.
It was Best Denki Vivocity
forgot the nice guy’s name cos it was like a year ago.
I think everyone should get a beer. Make it a Tiger. Heh.
Now that’s good customer service. Thanks for sharing, cyn.
[...] may not even know you lost at least $3000 worth of business because someone talked about her excruciating encounter at her [...]
Has anyone ever bought on redits from Courts? I had a very bad experience buying from Courts. The onus here is, if youintend to buy from Courts on credit, make very sure you READ THE FINE PRINTS. And also check out the various installment plans available. They will use their default plan (Which happens to be the most expensive one) if you do not ask. Different plans have different interest rate. Cheers!
Hi, Typhoon2,
Thanks for sharing. Come and think about it, I have always made the assumption that interest rates were 0% as advertised. Never thought there were various interest rates at all. Hmm.