Ultra poor service by TOUCH n GO

[Thaiyotakamli]

  On 5/11/2019 at 3:08 PM, GLZT said:

Can top up TNG card in Watsons also, but iirc, only in multiples of RM25.

Caring also can

[UncleAtas]

So do you feel better after complaining?

 

Just buy new card lah!

[Gnahp]

I encountered the exact scenarios and went through the same questions for my T&G card

 

you got to have a little street smart and do some small talk, most importantly being friendly and humble

 

my experience was a pleasant one

 

 

[Sdf4786k]

  On 5/12/2019 at 8:01 AM, Phang said:

I encountered the exact scenarios and went through the same questions for my T&G card

 

you got to have a little street smart and do some small talk, most importantly being friendly and humble

 

my experience was a pleasant one

 

it helps if you speak a bit of malay and helps alot better if you dont speak like jovina chew

[Gnahp]

  On 5/12/2019 at 8:06 AM, Sdf4786k said:

it helps if you speak a bit of malay and helps alot better if you dont speak like jovina chew

 

yes, you can decide the level of service from them:-

 

a. make your life more difficult

b. go by the book

c. go extra mile to help you

[Achtung]

  On 5/11/2019 at 10:59 AM, LSTE88 said:

 

just wanted to share my bad experience with the Touch n go service office (at Jalan Lingkaran Dalam) this morning...

Situation:

I had a touch and go card that was purchased many many years ago.... with reduced amount of balance in card, so need to do a top up....

Process / procedure :

Used to do top up at the woodlands checkpoint (malaysia customs) , but they have discontinued and told us to go to any shell station to do top up

I had to drive to nearest JB shell station to do top up, but was told that the card expired... so need to go nearest Touch n Go office to renew or top up

Experience

when my wife reaches there (Touch n go ), the staff (claimed her name is farah) was very rude and made things difficult and insist the registered card owner must be present ... so she had to ask me to go in

when I went in, the staff ask some silly questions on the card... such as how much we normally top up and where do we top up (like they are collecting data for a customer expenditure survey).... we gave the information and told her al these should be available in their system

The staff was unhappy and tried to be more difficult by asking the next ridiculous question, .. asked if we had use this touch n go to pay car park...

My answer is I pay almost all my carpark fees through cash ... my recollection is i use this card as per the original intent which is meant for toll fee and customs payment and I don't use this card or even associate this card for any car park payment....

she turned around and said.. okay then data mismatch... validation failed... you need to go register again

Her logic seemed like... one could be using the card for a 1000 or million times for toll payment but if there is 1 car park payment (dunno where/when) and you are unable to tell me there is , then this is treated as data unable to be validated

wow... I have not chanced upon a more sophisticated data processing intelligent brain or organisation that develop such a system of inflexibility or obstipation ..

i was shocked.... what sort fo data is mismatched? i asked, i am the owner of the card.... with a long span of the years using the card... who can recalled every small transactions throughout the years and if 1 data is not matched, the staff conclude that it is data mismatched?.... .. and this is all happening just to be able to top up a cashcard

My Aftershocked experience

firstly, the staff is unprofessional......just applying her personal biasness and discriminate against individuals and decision is based on her whims and fancy...

secondly, the so called validation data process is a joke..... who can remember every steps /amount the card has been top up... just a general answer aligned with what she wants to hear is considered validated... and another general answer not aligned to what she wants to hear is invalidated

there is also no consistency in the validation process...

if validation is needed for a top up cashcard (not sure it is needed, overkill), then please do it properly with consistency and had a good basis for the answers (establish how certain slight deviations are acceptable)

for example she ask what was top up, we answer vaguely like RM 100-200.... but actually there were other higher or lower denominations as well... but she can accept those as validated..

when she asked if the card is use for paying carpark... I told her, so far, my recollection is mainly for road toll tee and the VEP customs payment as its original intend, many carparks that i go to doesn't have this touch n go payment option ... i pay cash for those... yes ..many car parks have since implemented to accept touch and go, doesn't means i have changed my way of paying carpark.. maybe a single occurrence or so

With the system data in front of her, she should be able to look at the overall data .. perhaps 99.9% of times, I am paying as tolling fee and maybe 0.1% of the total is used to pay carpark such as a particular instance... if so, what is the basis of saying the data is invalid

then there is another staff (presuming the office manager or the manager in charge), he warned me to stop recording the whole episode and also wanted to stop me from taking a photo of the Touch n go's Refund Notice printout where it has office contact number for me to write to complaint. He also asked the to delete the video

Again ridiculous request, I asked where in that office was it stated we are not allow to take video and why is is not allow to take a photo of the contact information of that notice for me to send my complaint to ? anyway those are the proof of how bad service provider they are ... deletion would be a waste

Looking back,

the validation process redundant and irrelevant... might as well ask everyone to register new one and not waste time talking to bunch of crowns

 

 

I don't know what else to say... the company should consider replacing those unprofessional staff or improve the process or leave it as it is (which will be probably what they will do)

Just buy a new card n case close. Why make yourself so stressed up?

[Achtung]

  On 5/11/2019 at 3:13 PM, Subutai said:

I always believe when travelling overseas, be humble, patient and tactful though they may be unprofessional. Even when taking video or photo evidence, should be discreet.

 

Seems like taking videos and making sure the other party is aware of it, is kinda norm nowadays. Passive intimidation and sowing repercussions?

Exactly! I’ve seen many Stinkies acting ya ya. Latest was this mofo at shell pelangi. When cashier ask him which number was his pump, he bloody gesticulated n said: you blind ah, can’t see ah, the black car lar! Knn there were like a few black cars. All this time, that butt wipe was saying there lar! Neh!

 

Sometimes, I feel Stinkies who do not behave should be shot.

[Sdf4786k]

  On 5/12/2019 at 9:45 AM, Achtung said:

Just buy a new card n case close. Why make yourself so stressed up?

 

some say petty. Some say its the principal. My way of life blah blah blah.

 

I always ask, what do you actually gain at the end of the day?

[Kb27]

  On 5/12/2019 at 9:50 AM, Achtung said:

Exactly! I’ve seen many Stinkies acting ya ya. Latest was this mofo at shell pelangi. When cashier ask him which number was his pump, he bloody gesticulated n said: you blind ah, can’t see ah, the black car lar! Knn there were like a few black cars. All this time, that butt wipe was saying there lar! Neh!

 

Sometimes, I feel Stinkies who do not behave should be shot.

 

Be nice to people and they will reciprocate in kind,

Be nasty and they will also reciprocate in kind.

[Maxus-MIFA9]

  On 5/11/2019 at 10:59 AM, LSTE88 said:

 

 just wanted to share my bad experience with the Touch n go service office (at Jalan Lingkaran Dalam) this morning...

 

Situation:

I had a touch and go card that was purchased many many years ago.... with reduced amount of balance in card, so need to do a top up....

 

Process / procedure :

Used to do top up at the woodlands checkpoint (malaysia customs) , but they have discontinued and told us to go to any shell station to do top up

I had to drive to nearest JB shell station to do top up,  but was told that the card expired... so need to go nearest Touch n Go office to renew or top up 

 

Experience 

when my wife reaches there (Touch n go ), the staff (claimed her name is farah) was very rude and made things difficult and insist the registered card owner must be present ... so she had to ask me to go in 

 

when I went in, the staff ask some silly questions on the card... such as how much we normally top up  and where do we top up (like they are collecting data for a customer expenditure survey)....  we gave the information and told her al these should be available in their system 

 

The staff was unhappy and tried to be more difficult by asking the next ridiculous question, .. asked if we had use this touch n go to pay car park...   

My answer is I pay almost all my carpark fees through cash ...  my recollection is i use this card as per the original intent which is meant for toll fee and customs payment and I don't use this card or even associate this card for any car park payment....  

 

she turned around and said.. okay then data mismatch... validation failed... you need to go register again

 

Her logic seemed like...  one could be using the card for a 1000 or million times for toll payment but if there is 1 car park payment (dunno where/when) and you are unable to tell me there is , then this is treated as data unable to be validated

wow... I have not chanced upon a more sophisticated data processing intelligent brain or organisation that develop such a system of inflexibility or obstipation ..

 

i was shocked.... what sort fo data is mismatched? i asked,   i am the owner of the card....  with a long span of the years using the card... who can recalled every small transactions throughout the years and if 1 data is not matched, the staff conclude that it is data mismatched?....   .. and this is all happening just to be able to top up a cashcard 

 

My Aftershocked experience 

firstly, the staff is unprofessional......just applying her personal biasness and discriminate against individuals and decision is based on her whims and fancy...

secondly, the so called validation data process is a joke.....  who can remember every steps /amount the card has been top up...   just a general answer aligned with what she wants to hear is considered validated... and another general answer not aligned to what she wants to hear is invalidated

 

there is also no consistency in the validation process...

 

if validation is needed for a top up cashcard (not sure it is needed, overkill), then please do it properly with consistency and had a good basis for the answers (establish how certain slight deviations are acceptable)

for example  she ask what was top up, we answer vaguely like RM 100-200....    but actually there were other higher or lower denominations as well... but she can accept those as validated..

 

when she asked if the card is use for paying carpark... I told her, so far, my recollection is mainly for road toll tee and the VEP customs payment as its original intend, many carparks that i go to doesn't have this touch n go payment option ... i pay cash for those...  yes ..many car parks have since implemented to accept touch and go, doesn't means i have changed my way of paying carpark.. maybe a single occurrence or so

 

 With the system data in front of her,  she should be able to look at the overall data .. perhaps 99.9% of times, I am paying as tolling fee and maybe 0.1% of the total is used to pay carpark such as a particular instance... if so, what is the basis of saying the data is invalid 

 

then there is another staff (presuming the office manager or the manager in charge), he warned me to stop recording the whole episode and also wanted to stop me from taking a photo of the Touch n go's Refund Notice printout where it has office contact number for me to write to complaint.  He also asked the to delete the video

Again ridiculous request, I asked where in that office was it stated we are not allow to take video and why is is not allow to take a photo of the contact information of that notice for me to send my complaint to ? anyway those are the proof of how bad service provider they are ...   deletion would be a waste 

 

Looking back, 

the validation process redundant and irrelevant... might as well ask everyone to register new one and not waste time talking to bunch of crowns

 

I don't know what else to say...   the company should consider replacing those unprofessional staff  or improve the process or leave it as it is (which will be probably what they will do)

 

 

Just don't go in lor...... 

 

Next question, will you apply for the VEP ? 

 

Cos another time consuming process waiting for just the RFID ... 

[Achtung]

  On 5/12/2019 at 11:19 AM, Picnic06-Biante15 said:

Just don't go in lor......

 

Next question, will you apply for the VEP ?

 

Cos another time consuming process waiting for just the RFID ...

The wait was long and sure get du lan. Lotsa unker kena for incomplete documents.

[Yewheng]

  On 5/11/2019 at 10:59 AM, LSTE88 said:

 

just wanted to share my bad experience with the Touch n go service office (at Jalan Lingkaran Dalam) this morning...

Situation:

I had a touch and go card that was purchased many many years ago.... with reduced amount of balance in card, so need to do a top up....

Process / procedure :

Used to do top up at the woodlands checkpoint (malaysia customs) , but they have discontinued and told us to go to any shell station to do top up

I had to drive to nearest JB shell station to do top up, but was told that the card expired... so need to go nearest Touch n Go office to renew or top up

Experience

when my wife reaches there (Touch n go ), the staff (claimed her name is farah) was very rude and made things difficult and insist the registered card owner must be present ... so she had to ask me to go in

when I went in, the staff ask some silly questions on the card... such as how much we normally top up and where do we top up (like they are collecting data for a customer expenditure survey).... we gave the information and told her al these should be available in their system

The staff was unhappy and tried to be more difficult by asking the next ridiculous question, .. asked if we had use this touch n go to pay car park...

My answer is I pay almost all my carpark fees through cash ... my recollection is i use this card as per the original intent which is meant for toll fee and customs payment and I don't use this card or even associate this card for any car park payment....

she turned around and said.. okay then data mismatch... validation failed... you need to go register again

Her logic seemed like... one could be using the card for a 1000 or million times for toll payment but if there is 1 car park payment (dunno where/when) and you are unable to tell me there is , then this is treated as data unable to be validated

wow... I have not chanced upon a more sophisticated data processing intelligent brain or organisation that develop such a system of inflexibility or obstipation ..

i was shocked.... what sort fo data is mismatched? i asked, i am the owner of the card.... with a long span of the years using the card... who can recalled every small transactions throughout the years and if 1 data is not matched, the staff conclude that it is data mismatched?.... .. and this is all happening just to be able to top up a cashcard

My Aftershocked experience

firstly, the staff is unprofessional......just applying her personal biasness and discriminate against individuals and decision is based on her whims and fancy...

secondly, the so called validation data process is a joke..... who can remember every steps /amount the card has been top up... just a general answer aligned with what she wants to hear is considered validated... and another general answer not aligned to what she wants to hear is invalidated

there is also no consistency in the validation process...

if validation is needed for a top up cashcard (not sure it is needed, overkill), then please do it properly with consistency and had a good basis for the answers (establish how certain slight deviations are acceptable)

for example she ask what was top up, we answer vaguely like RM 100-200.... but actually there were other higher or lower denominations as well... but she can accept those as validated..

when she asked if the card is use for paying carpark... I told her, so far, my recollection is mainly for road toll tee and the VEP customs payment as its original intend, many carparks that i go to doesn't have this touch n go payment option ... i pay cash for those... yes ..many car parks have since implemented to accept touch and go, doesn't means i have changed my way of paying carpark.. maybe a single occurrence or so

With the system data in front of her, she should be able to look at the overall data .. perhaps 99.9% of times, I am paying as tolling fee and maybe 0.1% of the total is used to pay carpark such as a particular instance... if so, what is the basis of saying the data is invalid

then there is another staff (presuming the office manager or the manager in charge), he warned me to stop recording the whole episode and also wanted to stop me from taking a photo of the Touch n go's Refund Notice printout where it has office contact number for me to write to complaint. He also asked the to delete the video

Again ridiculous request, I asked where in that office was it stated we are not allow to take video and why is is not allow to take a photo of the contact information of that notice for me to send my complaint to ? anyway those are the proof of how bad service provider they are ... deletion would be a waste

Looking back,

the validation process redundant and irrelevant... might as well ask everyone to register new one and not waste time talking to bunch of crowns

 

 

I don't know what else to say... the company should consider replacing those unprofessional staff or improve the process or leave it as it is (which will be probably what they will do)

 

Bro, why get so worked out.. You in Malaysia and should try best to obey the rules. If it state no video taking or photo taking. Then don't do it la. What for later cause more problems for yourself? Sub thumb and just get new one lor. No need argue and or take video or photo to Complicate things further.

[Kangadrool]

By the name of this card, you should already have an idea of what to expect.

[Yewheng]

  On 5/12/2019 at 12:25 PM, Kangadrool said:

By the name of this card, you should already have an idea of what to expect.

Ya and also I feel we singaporeans are too sheltered and take things for granted. Like we expect the same level of service in Malaysia too, worst is demanding as per how we behaved in sg and bring to Malaysia. This is no good leh. If the officer want to find trouble with this person = gg. So better don't be so demanding and or expect the same treatment as per home country. If things not in favour, if it can be solved by buying a new touch and go card for this case, then just do it la. So easy.

[Mkl22]

  On 5/12/2019 at 9:50 AM, Achtung said:

Exactly! I’ve seen many Stinkies acting ya ya. Latest was this mofo at shell pelangi. When cashier ask him which number was his pump, he bloody gesticulated n said: you blind ah, can’t see ah, the black car lar! Knn there were like a few black cars. All this time, that butt wipe was saying there lar! Neh!

 

Sometimes, I feel Stinkies who do not behave should be shot.

 

if i was the counter staff in malaysia, i would have ignored the bugger and then ask him to requeue. some people are stupid to shout and demand this and that. all it takes it for a mad one to stab or slash their face and all is lost.

[Ronkovic]

  On 5/11/2019 at 10:59 AM, LSTE88 said:

 

 just wanted to share my bad experience with the Touch n go service office (at Jalan Lingkaran Dalam) this morning...

 

Situation:

I had a touch and go card that was purchased many many years ago.... with reduced amount of balance in card, so need to do a top up....

 

Process / procedure :

Used to do top up at the woodlands checkpoint (malaysia customs) , but they have discontinued and told us to go to any shell station to do top up

I had to drive to nearest JB shell station to do top up,  but was told that the card expired... so need to go nearest Touch n Go office to renew or top up 

 

Experience 

when my wife reaches there (Touch n go ), the staff (claimed her name is farah) was very rude and made things difficult and insist the registered card owner must be present ... so she had to ask me to go in 

 

when I went in, the staff ask some silly questions on the card... such as how much we normally top up  and where do we top up (like they are collecting data for a customer expenditure survey)....  we gave the information and told her al these should be available in their system 

 

The staff was unhappy and tried to be more difficult by asking the next ridiculous question, .. asked if we had use this touch n go to pay car park...   

My answer is I pay almost all my carpark fees through cash ...  my recollection is i use this card as per the original intent which is meant for toll fee and customs payment and I don't use this card or even associate this card for any car park payment....  

 

she turned around and said.. okay then data mismatch... validation failed... you need to go register again

 

Her logic seemed like...  one could be using the card for a 1000 or million times for toll payment but if there is 1 car park payment (dunno where/when) and you are unable to tell me there is , then this is treated as data unable to be validated

wow... I have not chanced upon a more sophisticated data processing intelligent brain or organisation that develop such a system of inflexibility or obstipation ..

 

i was shocked.... what sort fo data is mismatched? i asked,   i am the owner of the card....  with a long span of the years using the card... who can recalled every small transactions throughout the years and if 1 data is not matched, the staff conclude that it is data mismatched?....   .. and this is all happening just to be able to top up a cashcard 

 

My Aftershocked experience 

firstly, the staff is unprofessional......just applying her personal biasness and discriminate against individuals and decision is based on her whims and fancy...

secondly, the so called validation data process is a joke.....  who can remember every steps /amount the card has been top up...   just a general answer aligned with what she wants to hear is considered validated... and another general answer not aligned to what she wants to hear is invalidated

 

there is also no consistency in the validation process...

 

if validation is needed for a top up cashcard (not sure it is needed, overkill), then please do it properly with consistency and had a good basis for the answers (establish how certain slight deviations are acceptable)

for example  she ask what was top up, we answer vaguely like RM 100-200....    but actually there were other higher or lower denominations as well... but she can accept those as validated..

 

when she asked if the card is use for paying carpark... I told her, so far, my recollection is mainly for road toll tee and the VEP customs payment as its original intend, many carparks that i go to doesn't have this touch n go payment option ... i pay cash for those...  yes ..many car parks have since implemented to accept touch and go, doesn't means i have changed my way of paying carpark.. maybe a single occurrence or so

 

 With the system data in front of her,  she should be able to look at the overall data .. perhaps 99.9% of times, I am paying as tolling fee and maybe 0.1% of the total is used to pay carpark such as a particular instance... if so, what is the basis of saying the data is invalid 

 

then there is another staff (presuming the office manager or the manager in charge), he warned me to stop recording the whole episode and also wanted to stop me from taking a photo of the Touch n go's Refund Notice printout where it has office contact number for me to write to complaint.  He also asked the to delete the video

Again ridiculous request, I asked where in that office was it stated we are not allow to take video and why is is not allow to take a photo of the contact information of that notice for me to send my complaint to ? anyway those are the proof of how bad service provider they are ...   deletion would be a waste 

 

Looking back, 

the validation process redundant and irrelevant... might as well ask everyone to register new one and not waste time talking to bunch of crowns

 

I don't know what else to say...   the company should consider replacing those unprofessional staff  or improve the process or leave it as it is (which will be probably what they will do)

 

 

I did a transaction similar to what you did very recently but in no way did I encounter any issues or attitude from the counter staff.

In fact, they were more than helpful in completing the transaction as quickly as possible. For my case, my expired card had close to RM200 balance, and so we hoped to just get a refund in cash.Went to the counter and they said they don't do cash refunds, but instead, if they could either refund to an MY bank account (a la GIRO), replace with a new card or transfer the balance to an existing card, which we were fine with. 

 

Yes, verification is not something 'silly' they do for fun to piss you off. It's actually part of their SOP as in every instance they just want to check to ensure that its not a theft issue and corroborate with your recollection. For me, I suppose it wasn't too difficult as all of my transactions are primarily at Customs and Toll booths.They also did ask about roughly the denominations I frequently topped up and where, which is always the same amount for me and usually in a handful of places which I frequent. Following the verification, you just fill in the form and the transaction's done. Takes roughly 10 minutes tops. 

 

I suppose you might have stepped on their toes by virtue of your attitude - Yes, you are right in stating whatever data on your card's in their system, but henceforth it is also their right to verify the data and the burden to prove and verify is on you. I think in any situation, co-operation and mutual respect does go a long way. Whipping out your camera and clashing head on with the service provider and authority would not be very wise.

[Achtung]

  On 5/12/2019 at 12:53 PM, Mkl22 said:

if i was the counter staff in malaysia, i would have ignored the bugger and then ask him to requeue. some people are stupid to shout and demand this and that. all it takes it for a mad one to stab or slash their face and all is lost.

He was so lao lan that his GF had to restraint him. Cause the cashier bo chup him

[Ryan899]

happened to me too