What Assurance Does a Consumer Have?

I've blogged about the good experience I have with Lazada Malaysia, Taobao and Threadless. Of course, I do have bad online shopping experience too.

On 18th Nov 2014, I helped my friend to buy a Xiaomi Mi4 16GB smartphone for his son's Christmas present from Groupon Malaysia. Groupon promised that they will deliver the product within 20 days from date of purchase. 

On 5th Dec 2014, Groupon sent an email saying that “due to unforeseen packaging and delivery issues , Groupon is currently in the midst of proceeding with deliveries, and you will be receiving your purchased item(s) latest by 18-Dec,2014”. 

Until 17th Dec 2014, there's still no sign of the Mi4 so we sent email and called to check the delivery status. The girl on the phone seemed clueless.  

On 21st Dec 2014, finally received the official reply from Groupon saying that “I just wanted to get in touch to let you know that we’re in the process of following up your query. We haven’t found a solution to your case yet, but we hope to have something for you very soon. As soon as we have some news, I or one of my senior colleagues will get back to you.”

On 23rd Dec 2014, I received another email from Groupon saying “Because the product you ordered will be distributed by one of these third-party companies, it could take a few days for all of the orders to be fulfilled. Extremely popular products may also take a bit longer to ship than others. Please be informed that we have escalated this matter to the relevant department to investigate from their end. As soon as we get a resolution we will update you accordingly.” 

On Christmas eve, at 5:43pm!!! Groupon announced that “Unfortunately, we weren't able to get enough inventory to deliver your Groupon Goods order as promised. Also we aren't able to offer exchanges or replacements at this time due to limited inventory. I have now cancelled your Groupon and our partner has already been informed that this Groupon is no longer valid. I have also sent request to our payment service provider to refund the amount of RM1,199 back to your method of payment. Please allow up to 14 working days (excluding Sat, Sun and PH) for the amount to reflect in your account statement.”

Customers have to pay on the spot when they make any orders on Groupon Malaysia. When Groupon Malaysia failed to deliver as per promised, customers have to wait for 14 working days (More than 3 weeks!!) for the refund. What is the logic? Why do customers have to suffer because of the blunder Groupon Malaysia made? Who is accountable in this case?

I would expect a company as big as Groupon Malaysia would control the 'deal' subscriptions, where it should be capped in advance to a reasonable number that they can handle. I still cannot believe that they have to wait until Christmas eve 5:43pm to announce that they are not able to get enough inventory to deliver!

Worse still, when I check for “Xiaomi Mi4 16GB Smartphone” on Google on 30th Dec 2014, I can still see this good available on their website (see print screen below)!

Why Groupon Malaysia still selling goods that they do not have enough inventory to deliver to their customers?
Why do they collect money from consumers for products that they knew they cannot deliver within 20 days from date of purchase as per promised to consumers?

I have a very bad feeling about this. What assurance does a consumer have if this company shutdown?

What Your Insurers Won't Tell You

This is my second last post about my 2014 Australia Trip. I always wanted to write about this but I have to wait until everything settled, and wait until I'm free :)

So, here I am, telling you what happened to our insurance claim for the miss-connection.

4 of us booked our Air Asia tickets from Penang to Sydney (transit through KL) and from Adelaide to Penang (transit through KL) in 2 different booking. I book first, the rest of the 3 booked later. We bought travel insurance from AIG as usual.

When announced that KLIA2 will start to operate on 9th May 2014, I had a very bad feeling. Our flights were dated 9th May 2014 too.

On 9th May 2014, KLIA2 got "kelam kabut" on their first day of operation. Our flight from Penang to KL was delayed for more than 4 hours and hence we missed our flight from KL to Sydney. Though Air Asia arranged us to take the next earliest flight from KL to Sydney, our schedule was all messed up. We missed our express bus from Sydney to Melbourne, we have to pay one extra night of accommodation at Sydney, and we wasted our 1 night accommodation at Melbourne.

After I came back from Australia, the moment I receive the letter from Air Asia, I immediately submitted my insurance claim. The 3 girls submitted theirs one week after.

My insurance claim process was quite smooth (still took more than 3 weeks though), and I received my RM600 cheque in about one month time. The other 3 girls received their cheques more than 2 months later, but the amount was RM200 each!

We were shocked! We sent emails to request for explanations but there were no responses from the insurance company (except some stupid computer-generated-auto-reply). After many rounds of complaints and follow up from the victims and from myself, 5 months after the incident, finally they received their rightful claim amount of total RM600 each. However, until today, no one cares to tell us what went wrong at the first place.

If we had no patience to deal with all those rude officers, if we gave up, I'm sure the insurance company would happily close the file and forget about this episode.

Don't naively believe the slogan of "Treat Customers Fairly", don't naively think international companies will provide international standard service.

Know your rights! 

无耻

几天前我谈起弃船而逃的船长，却不知原来无耻的不只是船长，还有一位亲信呢！（我怎么忘了那位亲信的地位其实比船长还高呢？！）

船长弃船而逃本来并不是太光彩的事，偏偏过去一年来船主与船员们也没有特别为此埋怨什么。然而，已经弃船的人（包挂船长的亲信），已经抛下乘客不理的人，怎么突然之间这么落力联络乘客，大刺刺以受害者兼救世主的身份现身？

此时落井下石可以让乘客安全到达目的地吗？
此时危言耸听可以让乘客如期享受美景吗？
此时力树船主的不是（都是捏造的！）可以扭转乾坤吗？
此时煽动乘客是希望借刀杀人吗？
此时对船主和船员赶尽杀绝后乘客会得利吗？

借余秋雨说的：“小人反复向别人解释，自己是天底下受损实最大的人，自己是弱者，弱得不能再弱了，似乎生就是被别人欺侮的料。”。偏偏他们又善于用谣言制造气氛，借他人之手起哄是他们的天赋。

如果有一天，船主心灰意冷放弃斗争、船员们群龙无首各自飞，你说，那位之前弃船的船长以及他那位高高在上的亲信，会跳上破了洞的游艇，和乘客们共同进退吗？

弃船而逃的船长

一年一个月又十七天前，我提起一些小人的故事。今天，我又有另一个故事要说……

话说，两年前，有一位中年人，无意中拿到了一张开往印度洋上一个岛群的航海图。他不想孤零零独行，于是想起以前同游欧洲的伙伴们，想要重温那段美好时光。他把岛群形容得美轮美奂，又说一路上风光明媚，最终成功游说自己的童年玩伴借出一崭新游艇。

船主说，“好吧，我也随你去玩玩，你做船长就是了”。一班好玩、想要出去闯一闯的年轻人听了，也嚷着要做船员同行。由于游艇还有空位，船长、船主、船员们也各自找了一些亲朋戚友一起展开快乐旅途。

起航差不多一年后，船长拿着航海图左看右看，对它的真实性开始将信将疑，于是带着自己亲信，用游艇上仅存的几个救生艇弃船而逃。

船主与船员们为了不想引起不必要的恐慌，也没有向乘客们宣布船长弃船潜逃的事情。只是比平时更打醒十二分精神，研究航海图、细察海面气候转变、和别艘船保留密切联系等。船主与船员们的共同目标，就是可以领整船人安全到岸，如期享受美好假期。
 
就在这时，有一架航空母舰乖离自己的航海线，狠狠地把这游艇给撞了一下。船主和几位船员同心协力安排、策划、想尽各种途径，誓必要把这艘游艇上的每一个人安全地送到目的地。

另一边厢。船长和亲信成功安全上岸后，唯恐天下不乱，开始打电话给一些自己相熟的乘客造谣。说船主已经改行、说船主一定不顾大家死活、说船主借出自己的崭新游艇必有阴谋、说你们大家必定要陪他葬身大海……反正就是做一些损人不利己的事情。

有一些乘客开始信心动摇，也不怪无故乖离航线撞向游艇的航空母舰、也不怪弃船而逃现在站在安全陆地冷眼旁观并煽风点火的船长，却怪船主和船员们当初不应该约他们一起同游，要求船主与船员们对他们的遭遇负责。

船主与几位船员撑起了救船的重责，不要求别人明白，不要求别人秉持同舟共济的精神，只求救船行动不受阻挠。船一天没沉，一切言之过早。即使不能如期到岸，到岸仍然是唯一目标。

如果你是和船主与船员们在同一艘船上的乘客，你会：
1）相信弃船而逃的船长的煽动而向正积极救船的船主和水手们兴师问罪？
2）给予船主与水手们适当的支持但袖手旁观？
3）积极地参与救船工作而且会事后支持船主向航空母舰讨回公道？

Overpriced Cafe

We planned for a simple lunch at Georgetown yesterday, not knowing that it was a replacement school day. Traffic was terrible and it was hard to get a parking lot in Georgetown. Our initial plan was to try the Micke's Place but it was closed. We then went to The Mugshot Cafe and it was full house!! So, we ended up at this lovely famous cafe at Muntri Street.

The decoration has not much changes since Cafe-C. It still has the cozy ambiance of old charm. I have always wanted to come and try what the new owner has to offer but I have dragged this for years. Finally.

I am still very excited about everything, until I saw the menu. Overall, everything is overpriced for Georgetown standard. I told myself "who knows, maybe the food is heavenly, maybe the portion is huge" so we ordered what the waitress recommended (I always do this when I go to any restaurant that I've never tried before. I always believe that the waiters and waitresses must have known what are the best)

We ordered one Seafood Tapas (RM89), one Traditional Tapas (RM55), a cup of cappuccino, a glass of plain water, and 2 glasses of fruit juices. The bill says RM219 for 4 of us!!!

This is what we get for the 2 tapas sets

The food doesn't come with huge portion as you can see from the photo. The juices are forgettable. The food is not bad, but very far away from heavenly. Nothing to shout about.

I still think this is a good place to enjoy the peaceful weekend at Georgetown, as long as you don't mind paying two three times higher price than other cafes.However, if your purpose is just to sit down and chit chat with friends, or to read a book while sipping coffee, or just to enjoy the rustic / nostalgic feel of Georgetown, I could easily list more than 10 cafes that you should consider FIRST before this :)

Not bad, really, just overpriced.

槟城低调的意大利餐厅

我和美美在网上看见一家开业不久的意大利餐厅，找了好久，终于找到了这家在码头附近的没有招牌的低调意大利餐厅。

一步入餐厅，感觉非常良好。餐厅设计得简单而优雅，天花板非常高，给予一种很开阔的感觉。我一眼就看中了一张昏黄灯光下，摆着鲜黄非洲菊的小桌，喜滋滋的准备开始我们的意大利大餐。

Menu上的食物标价看起来不怎么便宜，但我们反正拿了免费音乐会入门票（本来一张要RM63呢！），这也就霍了出去，叫服务员介绍他们的招牌菜，于是点了一个starter、一个意大利面、一个main course和两杯饮料。

首先送上的是免费的面包。我们不久前才在Suffolk House吃晚餐，人家送上的是新鲜出炉的热烘烘香喷喷面包，这一篮子就实在引不起我们的食欲，撕了一小块来尝尝，冷的，什么香味也没有。

Gamberetti - RM22

Starter是Gamberetti，bacon包鲜虾，卖相非常好，虽然稍微咸了些，但口感非常好，bacon反正就是香。只是哦，RM22只有三只，实在有点儿贵。不过，既然好吃，就没什么好投诉的啦~

Aglio Olio - RM18

我总是相信，要试看一家餐厅的厨师有多棒，点一碟Aglio Olio包不会错。通常，越简单的东西就越显功夫。这一碟，不过不失。

Salsiccia alla griglia - RM42

我们点这一道主餐时，虽然menu上清楚写着Italian sausages with potatoes and spinach，但我们怎么也没有想到是两条超小的sausages配上三块马铃薯！好吃的话还无所谓，那意大利香肠干瘪瘪的，唉……


Lemon tart - RM22

 吃完了正餐，我们反正还有时间，又被那橱窗里的各类蛋糕弄得意犹未尽，于是心痒痒地，点了一个lemon tart来吃，蛋糕偏甜，美美和我都不爱。Menu上没有甜品的价目表，但我们心想小小一块蛋糕会有多贵，谁知道竟然被敲了RM22，真是心痛！

就这样子，我们两个人以近乎fine dining的价格吃了非fine dining的食物，这几样东西加tax加service charge吃了一百五十大洋！改天到Suffolk House吃两人RM64的下午茶平衡一下！

这店该介绍还是不该介绍呢？见仁见智。你要是和我一样贪新鲜，去试试无妨，据说酒类良多，或许你会喜欢。至于我呢，我是不会再去了，要吃意大利餐我还是回去Bella Italia。

狗眼

前阵子Mey迷上网上购买voucher，我们托她的福，也捡了便宜。今天，好不容易碰上大家都有时间空间，于是决定一起把那些voucher一口气花了。
其中，我们以RM27买了个三十分钟的按摩trial package。那家spa是我国相当出名的连锁，就在槟城一家最新的四星级酒店里头。预约时间的半小时前，我们接到spa的工作人员的电话，她说：“我们不管你几点到，我们只能给你按摩到你预定结束时间为止。”一副看死我们必定迟到而且不稀罕这几位顾客的模样。

我们比预订时间早了十分钟到达，酒店大厅的工作人员不甚友善，被问起Spa正确地点时只是草草向自动扶梯指一指却不加说明。我们好不容易终于找到了那家Spa，开始了我们的半小时按摩。按摩的小房间布置得典雅，各有独立卫生间和jacuzzi，硬体设施很好。而且，按摩师的“手势”基本上不错，大家都相当满意。
由于我们四人同行而被安排在两间房间，所以我和Mey按摩完毕后便坐在Spa的大厅等候。我们看着工作人员正热心地招待一位‘洋婆’，又送上姜茶，又细心解释的，心里还在盆算待会儿她们向我们推荐promotion package时自己的底价究竟是多少。谁知道，‘洋婆’问了详情后就离去，我们却仍然是那两个没人理会的顾客。
直道另两位同伴出来，我们四人仍是傻傻地你看我我看你，别说姜茶了，连白开水也没有一杯，我们像是透明的，没有人对我们加以理会或推荐产品，真是奇怪之至。
她们在网上贩卖trial packages不就是希望让更多人尝试她们的服务后感到满意并继续光临，从中提升营业额的吗？对potential future customers不闻不问是什么道理啊？这年头，社交网络这么普遍，顾客是怠慢不得的，你看，我不就来这儿告诉大家了吗？

记忆中的vs现实中的“富山”

小时候，“富山”是怡保最火红的点心餐馆。每一天凌晨五点多，店里已坐满晨运回来的银发组，要找个空位子可是难如登天。然而，大家都爱委屈地站在桌子旁等候‘猎物’吃完点心，一家大小分布餐馆各角落霸位的例子比比皆是。

那时候，“富山”是槟城亲友到怡保探望我们时必到的餐馆。我怀念那个外头黑漆漆，里头香喷喷的感觉，非常温馨的。点心车一辆一辆地过，我们一笼一笼地拿。大人们爱煞酿辣椒，我则超爱他们的叉烧包（那是我一生中吃过最美味的叉烧包，皮软馅香，那叉烧炒得香喷喷的，馅汁不多不少刚刚好）。

只是，或许是老厨师已经不在了，“富山”的食物水准每况愈下。许多从槟城南下的食客都已经把目标转向“明阁”。自从“富山”搬到“明阁”对面，我每一次路过，看见那富丽堂皇的装潢，以及它给予我那非常儒雅悠闲的感觉，我总是按捺不住想要进去尝尝。这一次，终于有机会进去在给它一次机会了。

老实说，“烂船也有三寸钉”，食物水准还是属于中上，选择良多。至少在槟城就肯定找不到这样的水准的广东点心。不过，由于新店比以往更大、更多顾客，食物或许得提早准备，早上九点多点的食物大多数已经冷却了，未免令人失望。

不过，当一行十二人同行，再加上当中>80%是发育中的年轻人，只要不至于难以入咽，基本上都可一扫而光，而且，还非常享受当中过程呢！

我想，要是他们可以在食物保温上下一点功夫，我应该还是会很享受偶尔到富山饮茶的。毕竟，这新店宽广，没有老店或明阁那种拥挤迫促。“饮早茶”本来就属于“悠闲文化”，有些时候，只要食物水准不错，“感觉”还是略重要一点点的……（可以不可以到明阁打包芋角花生糊到富山饮茶啊？哈哈！）

我不是要唱衰（五）台湾餐

蕙敏失踪了几百年，突然之间打电话来说她人在大马，惊喜固然是惊喜，但临时搞个小聚会就真的很草率了。
我选择在Auto City，因为那毕竟是中心点。然而，坦白说，Auto City实在没几家真正好吃的餐厅。我一时没了主意，就决定给那家新开张的台湾餐馆一个机会。

这年头搞餐馆的，许多是注重装潢多过食物水准的。这一家就是铁证。

我们点了几道前菜做quality sampling check。肉丸才上来，爱敏就投诉吃到“冰橱味”了。我们却早已坐得舒服了，有点儿懒惰离开，于是继续点菜。

要了两个套餐，上来的“三样佐菜”少得可怜。还好主菜还算咽得入口。

最要命的是甜品和饮料，那是“死甜”的典范。果汁没果味、巧克力没巧克力味，仿如搅拌了一杯白糖水就往甜品和饮料上倒。可怕死了！

还好我们都是懂得自得其乐的人，老朋友几百年见面一次，我们才不会让那小小的食物水准问题影响我们的好心情。只是哦，我有点遗憾咯，蕙敏几百年回大马一次，我竟然让她吃一顿低水准晚餐，真是罪过……

我不是要唱衰（四）有风味的泰国餐

槟城贵为美食天堂，要吃一顿美味的食物实在不是什么难事，只是，有时候我觉得有些部落客未免太夸张，好像凡是他们到步一尝的餐馆都是人间美味。总有一些中等或中下水准的吧？

比如说，那天我们就去了一家网上相当有名气的泰国餐厅。对我个人而言，这餐厅的地点决对是一流的。你想想，餐厅就在其中一条姓氏桥的尽头。我们到达的时候，老旧木桥配上蓝天白云，我们仿如浮在水面上，感觉特别有味道。

只是哦，食物一送上就大打折扣了。食物水准普通，Green Curry Chicken和东炎贡份量特小，我们一行七人，碗里头的鸡肉和海鲜都不够分我们一人一块呢！最令人失望的是那一碟lala，炒得太老，蚌类的特有鲜美香味尽失，可惜得很。还好蔬菜炒得还不错，只是份量也是特小的，小虾三两只、菜一两条……槟城人虽然以吃东西份量小著名，但这也未免太过分了。

食物水准普普通通也就罢了，价钱可一点都不便宜哦！我们七人吃了以下六道小小道的菜肴，和一人一杯的Ribine，总共花了RM138。

你要是和我一样，是为了拍照而去，那倒无妨。否则，免了吧~

我不是要唱衰（三）韩国餐

上个星期日为了庆祝恩的生日，我们到Tanjong Tokong一家韩国餐馆败家。
餐馆其实真的很不错，食物选择种类繁多、餐厅装修漂亮舒适、泊车位多而方便。和其他韩国餐厅一样，这家餐厅前菜很多，而且是free flow的（当然，和韩国正宗的餐厅的前菜数量还是有一大段距离）。我们点了一碗Kalbi tang，一碟yukhoe，一碟Kimchi pa-jeon，一碟Samkyup-sal，一碟牛舌，一碟五花牛肉，两罐啤酒，如是而已。总共花了我两百五十大洋。
以韩国餐来说，这价钱倒并不是太过离谱，然而，每吃一道菜，妈和恩都会加多一句“还是KNK比较好吃”。真的，kalbi tang不够香、yukhoe只是一味甜、pa-jeon冷冰冰的（我妈最终把pa-jeon都丢下去烤！）、五花牛肉薄片不够薄、牛舌不够咬劲，只有三层猪肉够油够香。
老实说，食物不至于难吃，但，四个人两百五十大洋在KNK真的可以吃得很好、很满足了！

我不是要唱衰（二）

从台湾回来后有时还真的会想念阿宗面线。所以，最近比以前更注意台湾食物。

那天在槟岛一家大型购物广场看见一家装潢很不错的台湾餐厅，于是决定尝尝。我还非常有挑战精神地点了大肠面线（你知道啦，做不好真的很难吃的）。大肠面线真的很难吃！我的朋友们点的套餐也好不到哪里去。

餐厅嘛，还真的是不可貌相的！

我不是要唱衰（一）

我其实想去这家店好久了。自从在网路上看见别人的部落格介绍这家乔治市某家老店改装的新餐厅后，我一直对它念念不忘。差不多每个星期三我过槟岛都会想办法找机会去尝尝。直到上个星期三，我终于和另外三位朋友上门报道。一位点了烧腊饭，两位吃斋菜套餐，我要了一碗鱼头米粉。烧腊饭先送上，看起来像隔夜饭，冷冷的感觉；斋菜送上来时热腾腾了，但色香味俱不全。等了老半天，我的那碗米粉才终于端上来。吃了第一口后，真的，淡然无味，只吃到味精没嗅到鱼象。失望咯~

阿Bong说你就别上你的部落唱衰人家啦~ 我没有啦。老实说，如果我是游客，我不介意进去品茶，毕竟餐厅装潢非常典雅，更重要的是在一众路边小食档当中它显得卫生又干净。只是ho~，一来我是槟城人，这种假小食骗不到我。二来又贵又不好吃，我总有义务忠告天下吧？

于是，我想好了，以后要是让我碰上又贵又不好吃的，我就省略名字，在“我不是要唱衰”里头写写感想。注意哦，只是写写感想哦！绝对不唱衰哦！