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Hi team,
I am writing to make an official complain on two things.
1) Very bad quality of the Toshiba Vacuum cleaner I purchased on September 28th. Within two months' time, the charger stopped working already, and I had to send it back to the Customer Service for an exchange.
Ironically, because the vacuum cleaner model is "too advanced" (according to the office staff in the customer service center, they didn't have the charger and there was "no loaner" for customer to borrow from. So, my house has to stay dirty and dusty during the waiting time.
I asked them "when will the charger arrive?", they gave me a very vague answer, "maybe one week, maybe two weeks. But we will let you know once it arrived.
That led to my second complaint:
I am complaining the lack of work ethics of their staff in the Singapore Toshiba Customer Center.
10 days after my visit to their customer center, no one contacted me or follow up with me at all.
Out of patience, I sent them a follow-up email asking for the latest. I even described my situation, telling them that I was waiting for the charger.
However, they couldn't find my case and asked me for the WO series number.
OK, I provided.
Then they said " your batter is ready for pick up".
A ) I hope that they meant my "charger" is ready for pick up.
B) It's quite obvious that the team had no spirit of professionalism to follow up with my case and didn't even bother to let me know that the cargo has arrived in Singapore, and I could go pick up my charger for my vacuum.
I asked them for their manager information and/or proofs that the cargo's arrival time, so that I can believe them it's not coincident that the charger arrived immediately after I contacted them.
They MIA, completely, till now. No response at all.
In short, the complaint above is about:
1) The low quality of the vacuum cleaner I purchased in Singapore, very defective.
2) The lack of professionalism and work ethics of the customer service team of Toshiba in Singapore (office location, New Tech Park near Lorong Chuan MRT in Singapore).
Both products and Service are disappointing, Toshiba, you can do better!
Regards,
Very disappointing customer
Claimed loss: - Poor experience in these 3 weeks- Wasted time on writing emails and corresponding with their customers.- Dirty house
Desired outcome: 1) A proper and an official apology (very important)2) small compensation (optional, I don't need this, but I do want the apology from their customer service team here in Singapore and their management team who are leading the team!)
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