<TABLE border=0 cellSpacing=0 cellPadding=0 width="100%"><TBODY><TR>Faulty ez-link card leads to horror service saga
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->IN FEBRUARY, I had some problems with my new Cepas-compliant card while travelling. The MRT station gantry was not able to detect my new card. I approached the officer at the control station who directed me to the customer service counter.
The customer service officer told me the new card was faulty and should be sent for investigation. She also advised me to buy another ez-link card. I asked if she could transfer the remaining balance from the faulty card to the replacement card instead, but that could not be done. She told me I had to buy a new Cepas card and the stored value in the faulty card would be sent to me by cheque in two to three weeks. In addition, I had to complete a form with all my particulars.
After waiting patiently for two months, I still had not received the cheque. When I called, I was told my case had been forwarded to the back office and was still awaiting a reply.
When I called again in the first week of April, I was told the cheque was ready but awaiting approval. I waited. No reply.
After another two weeks had passed, I called again, and the reply was similar, that the cheque was still pending approval. Finally towards the last week of April, I received the cheque, with no apology for the delay.
I thought the service ordeal was over. Unfortunately, it was just the start of another horror service saga. The cheque I received had my name misspelt. I called customer service and was advised to return the cheque so another could be issued.
When I asked why I must be liable to pay for postage for a mistake not made by me, I ended up having to wait for a reply again from EZ-Link. Till this day, I am still waiting.
I am greatly disappointed in the follow-up service by EZ-Link. I would appreciate it if EZ-Link could enlighten me on this issue. What perplexes me is that EZ-Link has promoted the Cepas-compliant cards and with more than 2.4 million people using them now, should EZ-Link not consider an efficient and reliable follow-up service?
By the way, I am still waiting.
Cornelius Noel Pang
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->IN FEBRUARY, I had some problems with my new Cepas-compliant card while travelling. The MRT station gantry was not able to detect my new card. I approached the officer at the control station who directed me to the customer service counter.
The customer service officer told me the new card was faulty and should be sent for investigation. She also advised me to buy another ez-link card. I asked if she could transfer the remaining balance from the faulty card to the replacement card instead, but that could not be done. She told me I had to buy a new Cepas card and the stored value in the faulty card would be sent to me by cheque in two to three weeks. In addition, I had to complete a form with all my particulars.
After waiting patiently for two months, I still had not received the cheque. When I called, I was told my case had been forwarded to the back office and was still awaiting a reply.
When I called again in the first week of April, I was told the cheque was ready but awaiting approval. I waited. No reply.
After another two weeks had passed, I called again, and the reply was similar, that the cheque was still pending approval. Finally towards the last week of April, I received the cheque, with no apology for the delay.
I thought the service ordeal was over. Unfortunately, it was just the start of another horror service saga. The cheque I received had my name misspelt. I called customer service and was advised to return the cheque so another could be issued.
When I asked why I must be liable to pay for postage for a mistake not made by me, I ended up having to wait for a reply again from EZ-Link. Till this day, I am still waiting.
I am greatly disappointed in the follow-up service by EZ-Link. I would appreciate it if EZ-Link could enlighten me on this issue. What perplexes me is that EZ-Link has promoted the Cepas-compliant cards and with more than 2.4 million people using them now, should EZ-Link not consider an efficient and reliable follow-up service?
By the way, I am still waiting.
Cornelius Noel Pang
