Questa è Enida

If I said I am not impressed with Maybank’s response to my nyenyenye, I’d be lying lah. So yeah, on August 25, I received this in my email box:

• Dear Mrs Enida,
  Thank you for your email on the above matter. We appreciate your feedback and have taken this matter into serious attention. We will investigation and revert to you soonest possible. Please allow us to take this opportunity to extend our apology over the experience you had encountered and we assure you that your feedback has assisted us in enhancing our level of service quality.

  Regards,
  Irene Chua
  Public Affairs and Brand Management
  Tel. no. 6 03 20747785
  Fax no. 6 03 20722504

The following two days, I received a PHONE CALL mak ngko! It was Puan Harlina, the assistant manager or KLCC Maybank Branch. Hah, special tak special it made me feel…uh, kinda! She asked if I could come in and identify the two clerks who gave me the so lah very misleading information re opening an account at KLCC branch. What to say, I couldn’t. I guess I should have jotted down their names at the very least, but I could not recall if they were wearing any name tags.

All I could say was that I was there around 3 pm on August 18 and the two ladies were quite young. Harlina asked if they were wearing head covers. Affirmative! Hmmm…more like brain-covers to me sorry to say lah kan. It makes you wonder doesn’t it, of how many potential clients KLCC Maybank has ‘lost’ because of these two misinformants. Isy isy isy! Pepandai je ‘bank procedure’ cik konon. Bank procedure kepala hotak dia!

But then, doesn’t it also make you wonder…of how they came up with such misleading information. That’s why in my feedback I asked if it was just a case of ill-trained staff. Cik Nan, who has also moved back to Malaysia just a week ago had the very same problem at Maybank Subang Jaya. In her case lagi parah, she was advised to open an account nearest to the address in her Identity Card! I would have had to fly to the eastern tip of Borneo lah kalau cenggitu eh?

And then, Thursday last week I received a letter in the MAIL box from Encik Md Yatim, the very Manager of Maybank KLCC Branch. Oiii, did I ever consider leaping with joy. Basically, he recapitulated the actions his people had taken as rectification to what had happened. (Nantilah I scan the letter, so you can have a little sengih of the day.) I was even ‘invited’ to open an account now at KLCC Maybank. Ooooh invited okay!

I’m impressed and I am happy that Maybank did what they did. Good for them. So, will I open an account there now? Oh yes, why not. But do I have confidence in Maybank’s over-the-counter service? I’d say, “Oh me with little faith!”