Troll responses may be commonplace on the Internet…
But it’s not every day that you get such a response in your customer service email.
And yet, incredulous as the notion may sound, it appears to have occurred to one Ary Ng:
A lady who was accused of failing her driving test and having a “bimbo brain” – all through email.
Car-Sharing Platform’s CSO Allegedly Told Customer to Use ‘Bimbo Brain’ & Challenge Her to Email the Boss
On 25 December 2020, Facebook user Ary Ng posted her experience with local sharing-service provider Car Club in the Complaints Singapore Facebook group.
Having asked for assistance with a faulty handbrake, she ended up receiving a rather patronising reply from the Customer Communication department.
For starters, the respondent alleged that Ary had failed her driving test – a notion which led to the supposed “handbrake” issue.
The other party also asked her to use her “bimbo brain”.
Claiming to be a Polytechnic graduate with a high GPA, the purported Senior Customer Experience Executive challenged Ary to take the matter to the higher-ups if she wasn’t satisfied with the arrangements.
And to cap things off, the respondent stated that she’s better looking than Ary.
You can read the full email here.
Suffice to say; Ary was not impressed. In her Facebook post, she entailed the following caption:
“So we were asking for help from Carclub as the hand brake was too high to be pulled down,” she explained. “And this is the reply we got from them. We will definitely continue patronising from Carclub.”
“LOL. This lady with a very high GPA for her diploma is not really smart as she wrote. I mean it’s okay to ignore our request for assistance, but such message like that? Really? Good luck with your next employment. Bosses who want to hire such a person like you must be really free to handle all your rubbish.”
You can view the full Facebook post down here.
After the complaint went viral on the net, Netizens turned up in droves to slam the attitude of the customer service respondent.
Some, in particular, fired shots at the grammatical application in the email.
Others questioned the respondent’s attitude.
One, however, had a very objective answer to give.
For the sake of all affiliated parties, we sincerely hope that it’s the former.
Pending Investigations
According to Mothership, Ary stated that she had performed all necessary checks, and was about to drive away.
However, it appears that the handbrake button had proven to be problematic.
After dialling the company, she proceeded to follow their advice, but to no avail.
Desperate, she sent Car Club a message through its app and reported the problem.
Thankfully, another customer arrived to save the day, and helped Ary to push down the button.
She was then able to drive away.
It was at this point that she received the aforementioned email – a snarky response which did little to address the purported issue.
In response, Ary sent another email, explaining that the handbrake had been stuck.
Car Club then reached out to Ng, stating that they would investigate the “unfortunate incident” and the “highly inappropriate email”.
Apologising for the matter, they said that a member of senior management would personally explain more over the phone.
Ex-Contract Employee
According to the news report, the person behind the offensive email was an ex-contract employee – who was hired to assist the company during the peak period.
The employee has reportedly since been “dealt with”.
“We have already contacted those that have been affected. And also have offered them our apologies as well as the necessary restitution for this unpleasant experience that was a result of mischief,” said a spokesperson for the sharing-service provider.
“We have concluded our investigations of this matter. And we are also exploring legal avenues for further actions.
“We have also counselled our affected staff and will step up any support for them for this unpleasant experience.”
CarClub
Claiming to be the first car-sharing service provider in Singapore, Car Club allows customers to pilot their preferred cars of choice.
Prospective drivers first choose the vehicle they like, before picking it up from one of Car Club’s stations.
The company purportedly started off in 1997, as NTUC Income’s Car-Sharing co-operative.
You can read more about it here.
Featured Image: ZDL / Shutterstock.com & Facebook (Ary Ng)
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