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[h=2]To SMRT: Why need my CEPAS card to investigate my complaint?[/h]
July 24th, 2012 |
Author: Contributions
[Editor's note: The 6 emails below are pretty much self-explanatory. Readers decide if SMRT's action in this matter is appropriate]
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Email #1:
Email #2:
Email #3:
Email #4:
Email #5:
Email #6:
16 Votes
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Email #1:
From: Poh Ming Lim
Sent: 18 July 2012 22:53
To: [email protected]
Cc: [email protected]
Subject: Feedback on rude and lying SMRT Bus Service Staff
Dear Sir/Madam,
On 18/07/12 at 6.45pm, I had been at the SMU bus stop to board a bus heading towards Grange Road. As I arrived at the bus stop, Bus 106 (TIB800R) had been stationary as the bus had been waiting for the traffic light to turn green (the SMU bus stop is located right in front of the traffic light; hence, the bus was parked at the bus stop where boarding/alighting was permitted). The driver was a Malay male in his 20s/30s wearing glasses with a white-coloured frame. The bus was heading in the direction towards Bukit Batok (based on bus routes indicated at the bus stop).
Despite flagging the bus from the front, the driver refused to open the door. It was only on knocking the front door that he reluctantly opened the door and stared at me before muttering “Don’t knock the door”. In spite of such rude demeanour, I proceeded to ask if the bus actually goes to Grange Road. Continuing with his intense gaze and ignoring my question, I had to repeat my question before he answered with a firm “no”.
Taking his word at face value, I therefore alighted from the bus and waited for another bus that goes to Grange Road. As I was waiting at the bus stop, I proceeded to check the bus routes displayed at the bus stop of the various buses. I was totally surprised to learn that Bus 106 actually plies a route that covers Grange Road.
Clearly, I find the driver I encountered to have left an awful lot to be desired as far as service standards are concerned. Not only was the driver rude and lazy (in refusing to open the door on my flagging the bus prior to knocking on the door) in this incident; more importantly, I find it completely appalling that the driver would lie and deliberately provide misleading information pertaining to an enquiry on a route he covers many times daily.
I suggest you look into this matter and kindly revert as to how such appalling service standards could be permitted by an irresponsible public transport operator deploying equally irresponsible staff. I look forward to hearing from you on the conclusion of your investigations. Thank you.
.
Yours sincerely
Lim Poh Ming (Mr)
PS: I am addressing this matter to the LTA directly lest SMRT decide to use their favourite excuse of the absence of CCTV on board buses to justify their inability to launch any fruitful investigations and thereby allow such woeful lapses on the part of their staff to escape unnoticed.
.Sent: 18 July 2012 22:53
To: [email protected]
Cc: [email protected]
Subject: Feedback on rude and lying SMRT Bus Service Staff
Dear Sir/Madam,
On 18/07/12 at 6.45pm, I had been at the SMU bus stop to board a bus heading towards Grange Road. As I arrived at the bus stop, Bus 106 (TIB800R) had been stationary as the bus had been waiting for the traffic light to turn green (the SMU bus stop is located right in front of the traffic light; hence, the bus was parked at the bus stop where boarding/alighting was permitted). The driver was a Malay male in his 20s/30s wearing glasses with a white-coloured frame. The bus was heading in the direction towards Bukit Batok (based on bus routes indicated at the bus stop).
Despite flagging the bus from the front, the driver refused to open the door. It was only on knocking the front door that he reluctantly opened the door and stared at me before muttering “Don’t knock the door”. In spite of such rude demeanour, I proceeded to ask if the bus actually goes to Grange Road. Continuing with his intense gaze and ignoring my question, I had to repeat my question before he answered with a firm “no”.
Taking his word at face value, I therefore alighted from the bus and waited for another bus that goes to Grange Road. As I was waiting at the bus stop, I proceeded to check the bus routes displayed at the bus stop of the various buses. I was totally surprised to learn that Bus 106 actually plies a route that covers Grange Road.
Clearly, I find the driver I encountered to have left an awful lot to be desired as far as service standards are concerned. Not only was the driver rude and lazy (in refusing to open the door on my flagging the bus prior to knocking on the door) in this incident; more importantly, I find it completely appalling that the driver would lie and deliberately provide misleading information pertaining to an enquiry on a route he covers many times daily.
I suggest you look into this matter and kindly revert as to how such appalling service standards could be permitted by an irresponsible public transport operator deploying equally irresponsible staff. I look forward to hearing from you on the conclusion of your investigations. Thank you.
.
Yours sincerely
Lim Poh Ming (Mr)
PS: I am addressing this matter to the LTA directly lest SMRT decide to use their favourite excuse of the absence of CCTV on board buses to justify their inability to launch any fruitful investigations and thereby allow such woeful lapses on the part of their staff to escape unnoticed.
Email #2:
From: SMRT Corporate Communications
Sent: 20 July 2012 09:31
To: Poh Ming Lim
Cc: [email protected]
Subject: RE: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Our Ref: BS-CP-1207-0216
Dear Mr Lim
Thank you for your feedback regarding bus service 106.
We are sorry to learn of the incident. We will investigate the matter and revert to you once the investigation is completed.
.
Yours sincerely
Ang Siew Tee
Customer Relations
SMRT Corporation Ltd
.Sent: 20 July 2012 09:31
To: Poh Ming Lim
Cc: [email protected]
Subject: RE: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Our Ref: BS-CP-1207-0216
Dear Mr Lim
Thank you for your feedback regarding bus service 106.
We are sorry to learn of the incident. We will investigate the matter and revert to you once the investigation is completed.
.
Yours sincerely
Ang Siew Tee
Customer Relations
SMRT Corporation Ltd
Email #3:
From: SMRT Corporate Communications <[email protected] >
To: Poh Ming Lim
Cc: [email protected]
Sent: Friday, July 20, 2012 12:17 PM
Subject: RE: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Our Ref: BS-CP-1207-0216
Dear Mr Lim
We would like to request for your CEPAS card number (16-digit) to facilitate our investigation.
We look forward to your reply.
.
Yours sincerely
Ang Siew Tee
Customer Relations
SMRT Corporation Ltd
.To: Poh Ming Lim
Cc: [email protected]
Sent: Friday, July 20, 2012 12:17 PM
Subject: RE: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Our Ref: BS-CP-1207-0216
Dear Mr Lim
We would like to request for your CEPAS card number (16-digit) to facilitate our investigation.
We look forward to your reply.
.
Yours sincerely
Ang Siew Tee
Customer Relations
SMRT Corporation Ltd
Email #4:
From: Poh Ming Lim
Sent: Friday, July 20, 2012 4:24 PM
To: SMRT Corporate Communications
Cc: [email protected]
Subject: Re: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Dear Siew Tee,
I do not see how my CEPAS card is relevant in this instance as I did not actually tap my card as the driver I encountered suggested the bus did NOT go to Grange Road. Thereafter, I alighted from the bus (at the same stop as when I boarded) and waited for another bus.
I believe my description of the driver and the bus registration plate at the time of the incident will be more relevant to your investigations.
I look forward to hearing from you when your investigations are complete. Thank you.
.
Yours sincerely
Lim Poh Ming
.Sent: Friday, July 20, 2012 4:24 PM
To: SMRT Corporate Communications
Cc: [email protected]
Subject: Re: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Dear Siew Tee,
I do not see how my CEPAS card is relevant in this instance as I did not actually tap my card as the driver I encountered suggested the bus did NOT go to Grange Road. Thereafter, I alighted from the bus (at the same stop as when I boarded) and waited for another bus.
I believe my description of the driver and the bus registration plate at the time of the incident will be more relevant to your investigations.
I look forward to hearing from you when your investigations are complete. Thank you.
.
Yours sincerely
Lim Poh Ming
Email #5:
From: SMRT Corporate Communications <[email protected] >
To: Poh Ming Lim
Sent: Monday, July 23, 2012 10:11 AM
Subject: FW: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Our Ref: BS-CP-1207-0216
Dear Mr Lim
Thank you for your reply.
We still need your CEPAS Card number to verify the boarding point, boarding time of the next bus that you have boarded.
We seek your co-operation and assistance on this matter.
.
Yours sincerely
Ang Siew Tee
Customer Relations
SMRT Corporation Ltd
.To: Poh Ming Lim
Sent: Monday, July 23, 2012 10:11 AM
Subject: FW: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
Our Ref: BS-CP-1207-0216
Dear Mr Lim
Thank you for your reply.
We still need your CEPAS Card number to verify the boarding point, boarding time of the next bus that you have boarded.
We seek your co-operation and assistance on this matter.
.
Yours sincerely
Ang Siew Tee
Customer Relations
SMRT Corporation Ltd
Email #6:
From: Poh Ming Lim
Date: Tue, Jul 24, 2012 at 1:53 PM
Subject: Re: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
To: SMRT Corporate Communications <[email protected] >
Cc: “[email protected] ” <[email protected] >, “[email protected] ” <[email protected] >, “[email protected] ” <[email protected] >
Siew Tee,
Don’t be absurd. If you argue on the above basis as to the need for my CEPAS card even though I had not tapped my card (other details of the driver in question can be verified through my description and the bus service and the bus’ licence plate), why not you furnish me with your NRIC and contact number (DID and corporate email address) as well so I could ensure I am dealing with someone who will indeed look into this matter?
For the record, do furnish me with the full name, NRIC and contact details of whoever you are assigning to investigate the matter too lest you decide to sleep on your job and not investigate this matter. As mentioned, once the above details are furnished, I will provide you with my CEPAS card number.
.
Yours Sincerely
Lim Poh Ming
PS: Richard from TRE, please feel free to run this story on TREmeritus on the shoddy way SMRT conducts itself with regards to exhibiting shady practices that err on the side of cover-ups.
Date: Tue, Jul 24, 2012 at 1:53 PM
Subject: Re: Feedback on rude and lying SMRT Bus Service Staff IFS:0000053003186
To: SMRT Corporate Communications <[email protected] >
Cc: “[email protected] ” <[email protected] >, “[email protected] ” <[email protected] >, “[email protected] ” <[email protected] >
Siew Tee,
Don’t be absurd. If you argue on the above basis as to the need for my CEPAS card even though I had not tapped my card (other details of the driver in question can be verified through my description and the bus service and the bus’ licence plate), why not you furnish me with your NRIC and contact number (DID and corporate email address) as well so I could ensure I am dealing with someone who will indeed look into this matter?
For the record, do furnish me with the full name, NRIC and contact details of whoever you are assigning to investigate the matter too lest you decide to sleep on your job and not investigate this matter. As mentioned, once the above details are furnished, I will provide you with my CEPAS card number.
.
Yours Sincerely
Lim Poh Ming
PS: Richard from TRE, please feel free to run this story on TREmeritus on the shoddy way SMRT conducts itself with regards to exhibiting shady practices that err on the side of cover-ups.
16 Votes
