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Tuesday, April 22, 2008

Touch n Go plus Smart Tag Customers get lousy service!

Kuala Lumpur. 21st April 2008.

I went to purchase a new Touch n Go card from the East-West (Cheras-Kajang) Highway Toll Office off the Salak South area as my old Touch n Go card at times acted up and can't be properly detected at the LRT stations due to it being more than 6 years old and needed replacement.

So, I drove in to the 'Pejabat Tol Plaza Lebuhraya Hubungan Timur Barat' just off Salak Selatan to get me a brand new Touch n Go card.

Imagine my disgust in seeing the way the Toll Office has set up it's ' Touch n Go plus Smart Tag' Sales Counter and Customer Service?

The Touch n Go plus Smart Tag users or customers are forced to climb stairs and wait in the stairwell which has no air conditioning except one small oscillating fan at the lone counter that they have atop the stairs?

This is the stairwell I am talking about?

What if the motorist is a weak, elderly person or a handicapped driver? Will he or she be able to drag his or herself up to the sales counter atop the stairs?

Do the Toll Plaza management even bother about taking into account the hardships their customers face in being treated like this?

Which unthinking person ever thought of setting up the Touch n Go / Smart Tag sales counter in such a locale?

Not that smart as we can all see! Blithering idiot would be the better term to call the chap!

Sometimes talking about things isn't enough and one needs to furnish hard evidence to back up one's complaint so here is a video to give you an idea of why I say that this Toll Office has probably the worst sales counter and so called customer service in the nation's highway system?

Feast your eyes to the despicable manner by which this Toll Office forces it's cash paying customers to climb stairs and leaves them hot and humid in the stairwell and has just one lousy counter to serve its obviously distressed customers!

What if the driver is a handicapped person or a pregnant mom or elderly person?

What bloody kind of service is this?

This is the only Touch n Go / Smart Tag Sales Counter that I have seen forcing it's customers to wait in the stairwell and obviously not giving a hoot as to the discomfort that they force their cash paying customers who come to reload or purchase their Touch n Go cards or Smart Tag units?

So much for their 'Khidmat Pelanggan' bullshit!

Those of you who are not hale and hearty, ought to consider going to other Toll Plaza's to do your business.

The 'Pejabat Tol Plaza Lebuhraya Hubungan Timur Barat clearly doesn't give a rat's ass about it's customers!


Emmanuel said...

Hi MG58 :) Was wondering if you MSNed.I had a similar experience on the TnG counter as I was hunting for a Smart Tag for my girlfriend.Looking through 3 toll plazas, it was either closed or out of stock.And it was their helpline that notified me to go to this service counters in the first place!

art harun said...

Hahhah...biasa la Bro. That's what happens in a monopolistic business model. What to do? We pay taxes. We pay quit rents and what have you. On top of it, we also pay tolls for using the roads. And one would have thought, the toll would and should actually decrease gradually as the concessioner manages to pay off its loans and start making profit. But no la, in Malaysia, the tolls keep on going up so that the concessioner makes more and more money although the roads are public utility which the government is supposed to provide us in the first place. Yang saya tak paham tu, tipa tipa tahun kita tengok financial report concessioner buat duit berbillion tapi toll mesti juga dinaikkan. Tak cukup ker untung berbillion tu? And not only that, when the concession expires, they would go and extend it some more! Plus, to rub cuka in the wound, they make the terms of the concession secret some more.

Lepas tu, they make it difficult for us to even buy the tag or smart tag or whatever. Those darn tags should be given out for free actually, but no, we have to pay RM15 deposit for it! And we also have to park our car in a no parking zone, climb 1000 steps like going up Batu Caves or some thing, line up for 30 minutes just to buy the tag. If we are unlucky sometime, when our turn come to be attended to, the credit card machine breaks down pulak. Whatever la. Macam ni la kiter.

Dulu, when the smart tag was first introduced, I heard they "sold" them to their employee for only RM35 or something like that. Kemudian kita, the public, kena bayar RM100 kot, kalau tak silap saya! So apa lagi, ada la org dalam beli RM35 dan jual semula RM100.

What a great country we live in.

Quest said...

T&Go is a product of monopoly business introduced and recommended by the BN government. As long as it makes tons of money, the hardship created is transparent to the company which operates it. Everyday it collects millions of RM but little has been done to make their service better for their user. Their perception is we the user should be thankful to them for providing the T&G lane.