- Joined
- Jul 24, 2008
- Messages
- 33,627
- Points
- 0
Mar 20, 2010
Carpark glitch at Resorts World cost $13
<!-- by line --><!-- end by line -->
<!-- end left side bar --><!-- story content : start -->
I WAS at Resorts World Sentosa (RWS) on Monday morning for a business seminar. As a delegate, I was issued a complimentary carpark pass. I was told that I had to remove my CashCard from the reader when passing the gantry.
At around 1.40pm, I started my car and took out the CashCard. As I approached the basement 1 west exit (exit 5), I inserted the complimentary pass into the reader. The system accepted the card, and after a short pause, I saw the message, 'Insert CashCard' in the LED display panel. I did so. To my horror, the system deducted $13 from my card. It was then that I realised the gantry had rejected the complimentary pass.
I asked for assistance at the intercom. A traffic warden came over, but he said nothing could be done. We pressed the receipt button, but a receipt could not be generated. I called the carpark office, spoke to a person named Nora and gave her my details, and she promised to get back to me in a while.
Unsure of what else to do, I waited for 10 minutes at the gantry. When no one else came to attend to me, I decided to look for the carpark office to seek a full refund. I parked my car again, and asked for directions to the office. After walking around the vast carpark for 30 minutes and asking five different staff members who directed me to different places, I managed to locate the traffic warden office.
I was assisted by Mr Dennis Pang, who was really helpful. He said he would route my case via e-mail to the relevant party. I then left RWS.
In the late afternoon, I received a call from a woman who told me my carpark charges could not be refunded. She said it was my fault for inserting the CashCard into the gantry. I told her I had followed instructions given to the letter - I had taken out my CashCard, and inserted it only when the system prompted me to. She insisted it was the wrong procedure. I should have waited and tried to reinsert the rejected complimentary ticket, and continue to do so until the system accepted it. I told her it was not stated anywhere that I should do this, and I should not be penalised when the system issued a misleading instruction to ask for my CashCard after I had already inserted the complimentary ticket.
She directed me to her supervisor, who told me there was no refund policy for CashCards. I told him I found it unacceptable that a company like RWS was unable to refund my carpark charge of $13.
I am extremely frustrated by this lack of customer service. From this experience, it seems RWS feels that any carpark problem is the customer's fault and it even did away with any CashCard refund policy so the customer has no recourse.
Gerald Yong
<!-- story content : end -->
Carpark glitch at Resorts World cost $13
<!-- by line --><!-- end by line -->
<!-- end left side bar --><!-- story content : start -->
I WAS at Resorts World Sentosa (RWS) on Monday morning for a business seminar. As a delegate, I was issued a complimentary carpark pass. I was told that I had to remove my CashCard from the reader when passing the gantry.
At around 1.40pm, I started my car and took out the CashCard. As I approached the basement 1 west exit (exit 5), I inserted the complimentary pass into the reader. The system accepted the card, and after a short pause, I saw the message, 'Insert CashCard' in the LED display panel. I did so. To my horror, the system deducted $13 from my card. It was then that I realised the gantry had rejected the complimentary pass.
I asked for assistance at the intercom. A traffic warden came over, but he said nothing could be done. We pressed the receipt button, but a receipt could not be generated. I called the carpark office, spoke to a person named Nora and gave her my details, and she promised to get back to me in a while.
Unsure of what else to do, I waited for 10 minutes at the gantry. When no one else came to attend to me, I decided to look for the carpark office to seek a full refund. I parked my car again, and asked for directions to the office. After walking around the vast carpark for 30 minutes and asking five different staff members who directed me to different places, I managed to locate the traffic warden office.
I was assisted by Mr Dennis Pang, who was really helpful. He said he would route my case via e-mail to the relevant party. I then left RWS.
In the late afternoon, I received a call from a woman who told me my carpark charges could not be refunded. She said it was my fault for inserting the CashCard into the gantry. I told her I had followed instructions given to the letter - I had taken out my CashCard, and inserted it only when the system prompted me to. She insisted it was the wrong procedure. I should have waited and tried to reinsert the rejected complimentary ticket, and continue to do so until the system accepted it. I told her it was not stated anywhere that I should do this, and I should not be penalised when the system issued a misleading instruction to ask for my CashCard after I had already inserted the complimentary ticket.
She directed me to her supervisor, who told me there was no refund policy for CashCards. I told him I found it unacceptable that a company like RWS was unable to refund my carpark charge of $13.
I am extremely frustrated by this lack of customer service. From this experience, it seems RWS feels that any carpark problem is the customer's fault and it even did away with any CashCard refund policy so the customer has no recourse.
Gerald Yong
<!-- story content : end -->
