NETIZEN SAYS AUDIO HOUSE SG TEAM SCRATCHED HIS TILES, THEN UNSINCERELY APOLOGISE

A netizen recently posted on Facebook’s Complaint Singapore page about his unpleasant experience with Audio House SG’s delivery team.

According to the netizen’s long rant on Facebook, the netizen is basically complaining about the following pointers stated below:

• MAJOR DELIVERY ISSUES – TIMING INACCURATE
• DELIVERY TEAMS AND IN-CHARGE IS A MAJOR DISASTER
• CONFUSING FOLLOW-UPS WITH MULTIPLE WHATSAPP NO. COMING TO ME
• FOLLOW-UP FROM “MANAGER” OF AUDIOHOUSE IS NON-EXISTANT

Here is what the netizen said

Horrible experience of the Audio House Singapore delivery team.

• 19th Jan: Delivered Fridge and Washer, Initially I requested for not to have them roll their “karang guni trolley” into the house because we have just completed our deep cleaning of our newly renovated BTO – I appreciate them hand-carrying in the Washer initially.
  
• 19th Jan: REAL NIGHTMARE BEGINS – they had to roll in the fridge with the trolley (which I totally understand and agreed for them to do so because it’s impossible to hand-carry the fridge). But the process left scratches on my FLOOR TILES, WALL, KITCHEN WALL TILE
  
• 19th Jan: DELIVERY GUY REFUSED TO ACKNOWLEDGE – Told the delivery guy about it but he denied and argued that it’s not possible for installation process to leave those scratches. Obviously my wife and I did BSC defect checks, cleaned the whole house etc and we are 200% sure those were fresh scratches.
  
  Conversation is going nowhere so I told him to just go back and escalate it to his boss and I will send my feedback to Audiohouse directly (via WhatsApp).
  
• 19th Jan: Immediately WhatsApp (WA) Audiohouse on the details of the issues and pictures
  
• 19th Jan: DELIVERY TEAM’S “BOSS” – About 1h later, got a call from a guy who identified himself as the boss of the delivery team and he apologized for the inconveniences caused, and he asked for the pictures of the scratches to be WA to him – which I did immediately.
  
  Another nightmare ensues with this guy – see screenshots.
  
  – There were major communications – I don’t feel his sincerity from his apology AT ALL. I wanted to check what will he do for the scratches on the tiles because if he is merely painting over it then it’s pointless as I can get my contractor to do for me directly AND PROFESSIONALLY. He avoids my question and insist to come down
  
  – See timing of messages – 3pm told me will give me “AMPLE” time to notify on his arrival timing but I only received a call at 9pm to be informed that he will arrive at 10pm. Seriously? I have not moved into this house yet and he expects me to wait until 10pm – just to come and “SEE THE ISSUE”? And if he needs to rectify it – does it mean that I can only return home at 11pm? 12am?
  
  – Disastrous call dialogue at 9pm – not a tinge of service recovery attitude, let alone basic customer service! He was simply rude and overbearing. Despite all my frustrations (which I could have just yelled and tell him off), I was still trying to reason with him but with a raised voice/tone because of all these issues (Am I supposed to talk in a chirpy tone?) – his replies were:
  
  “Eh brother these are actually SMALL PROBLEMS”
  “Eh brother even my father mother also didn’t AYE me!! You don’t AYE me can??”.
  
  He was also always interrupting and talking over me, asking me to understand him for his full day schedule. He ended off with saying “OK STOP NEVERMIND LET’S STOP HERE AND HANG UP. ENOUGH”
  
  I was left totally flabbergasted.
  
  Disclaimer: I did not say “aye”, I was like saying “hey”.
  
• 20th Jan: I was still dumb enough to initiate a WA to this “BOSS” in the next morning attempting to ask again what exactly will be doing (see pt. 6a) if not, don’t waste each other’s time – don’t have to come down. Not to my surprise, no replies to my text or any return call at all
  
• 20th Jan: I sent a WA to Audiohouse about this disastrous call with full info and screenshots.
  
• 20th Jan: Audiohouse sent a WA ON ANOTHER MOBILE NUMBER – not sure if they’re being sarcastic (see screenshot) asking for RATING OF DELIVERY SERVICE. UNBELIEVABLE LOL.
  
  Replied the text AGAIN with the full story and screenshots
  
• 20th Jan: Got a reply AT 9PM FROM A DIFFERENT/4TH WA NUMBER informing next day (CNY EVE) at 11am to 2pm , they’ll arrange “delivery team in-charge” to come over to rectify.
  
• 21st Jan: FOLLOW UP NIGHTMARE – only got a call at 2.30pm to say he is arriving at 3pm from different delivery guy “in-charge”. Tried to explain again and get an answer (REFER TO PT.6A) but to no avail. Another disastrous dialogue highlight:
  
  Me: “Can you answer my simple question? What are you guys going to do to rectify my tiles?”
  Delivery in-charge: “Ya ok I also tell you simple answer I need to come down to see it first!”
  
  WOW. I told him that its ok, don’t have to come down, I will lodge a formal complaint. No point ruining my CNY.
  
• 21st Jan: Texted one of the many WA Audiohouse about this latest case again, then a “manager” from Audiohouse attempted to call me but when I return the call – no answer
  
• 1st and last time I’m buying anything from Audiohouse