Hassle free my Ass!

Hi Xxxxx

I have had an extremely unpleasant encounter with your staff at CWP CXXXXX recently.
I know this marks the end of my support for CXXXXX but I would like to see some justice done before I actually go public with the media of my most unsatisfying experience with your store.


A year ago 09 July 2005 I bought a vacuum machine cost S$98.00/= at CWP CXXXXX and just barely into my first year of usage the machine had become faulty - the wire "auto-recoil" on its own whenever my parents uses it. So thinking that since I have bought the 1 for 1 Exchange coverage plan, I would be able to actually get myself a new replacement (as stated in your marketing brochure) since it is obviously a mechanical fault on the part of the machine. But due to many previous unpleasant encounters with CXXXXX which I shall not elaborate further in this email, I have decided that it would be wise for me to make a trip down to CXXXXX first and explain my situation to your staff before I actually bring the physical machine down for an exchange.

I was first directed to staff A from the vaccum machine department and because he was not in any authority to make any decision, he had to consult his senior colleague staff B. Staff A came back to me awhile later saying that the machine is not exchangable unless the machine is totally broken down. I was shocked. I requested to speak to the store manager whom did not appear and instead staff B came along and explain to me that the wire recoiling back on its own is not consider a mechanical fault, only when the machine had totally broken down can I bring the machine back for an exchange. By now, I had again requested to speak to the store manager because in the first place I should not have to be explain anything at all to any staff in CXXXXX for my exchange as stated in your marketing brochure that 1 for 1 Exchange Coverage is supposed to be "Hassle free exchange" and a "Total peace of mind", I see no reason for me to go into any form of explanation, and I still did not get to speak to the store manager. None of the staffs had bother to explain to me why the store manager is not able to come forward.

A staff C had been directed to me this time Mr XXX, again he was telling me that the machine is not consider faulty because the wire recoiling back on its own is not consider a mechanical fault and is not exhangeable. In my opinion if this is not consider a mechanical faulty then what is it? Staff C then insist that the machine failure has to fall under the criteria of "mechanical failures" which these criteria is not stated in your marketing brochure, then can I bring it back for an exchange. To me, if I had not purchased a machine with a wire auto-recoiling function, then it is not what I had desired to have in the first place, and if this do not warrant to be a mechanical failure, please explain to me what is it supposed to be? An added value? I do not suppose so.

I would not have signed up this 1 for 1 Exchange Coverage if I had know that I would have to go through so much trouble and hassle to just get my vacuum machine exchange. What about these promises that CXXXXX had stated in the marketing brochure, "Instant replacement if your product becomes faulty", "No need to wait for repairs", "Hassle free exchange" and "Total peace of mind"? Are these really just empty promises or part of CXXXXX promotion gimmicks to cheat its customers into getting the additional coverage and later not have the decency to meet up to its promises and responsibilities?

And to add salt to my wound, the remark I get from Mr XXX was "It is just $10." after I requested for him to double check for me how much I had paid for this 1 for 1 Exchange Coverage in 2005. Which sensible and professional selling retail assistant would pass such a remark to an already unhappy and frustrated customer in front of many other queueing customers at the cashier during your peak hour Sunday evening around 830pm to 9pm? Is this the kind of response I am suppose to receive?

I will be bringing my vacuum machine down to CXXXXX CWP this coming week according to Mr XXX's advise however I will be expecting a satisfactory outcome. It is not possible for me to be bringing down that vacuum machine all the to the store and have to bring a faulty one back again!

I am so very upset with the way CXXXXX had dealt with my problem and most of all disappointed with the way your marketing materials are produced blindly. I certainly hope for a reply from you asap and if at any point I felt that I am being treated with disrespect again at the store I will not hesitant to bring this matter to the papers or the media, as I do not want any other customers to experience what I have experienced myself.