I'm so sway to experience such things agn & agn! ______________ From: Quah Peiling danielalwayz00@yahoo.com.sg To: info@acuvue.com.sg; info@nanyang.com.sg Sent: Monday, 14 July 2008 9:17:55 Subject: Transaction ID: 11714
G'd Day, I'm writing in to lodge a complaint. As to complain against who, I've got no idea. Last year, I've purchased 8 boxes of ACUVUE OASYS with HYDRACLEAR PLUS from Nanyang Optical (Kovan) @ a price of $371.Afterwhich, I went into the Acuvue website for MY ACUVUE redemption. I received the letter for the redemption pretty soon. It was stated in the letter that I must make the redemption before 30 Aug 2008.This morning, I've made a call to Nanyang Optical (Kovan) before heading down in the evening. The guy who picked the call just asked if I had records with them. I said yes & was informed that they have stock for my degree: -10.0.I went down in the evening. This lady, if I remember correctly, named Jasmine, referred to my records after asking for my NRIC. She then told me that I was not eligible for the redemption as the lenses I purchased last year was 7+1 boxes promotion. What she told me was that Acuvue actually highlighted to them that I've registered my purchase in the website and they were aware, so they indicated that they will inform me I was unable to redeem when I went down to the shop? I am very upset at this situation. 1. Isn't the purchase I made last year an in-house promotion? How was it linked to the MY ACUVUE redemption? If I wasn't eligible for MY ACUVUE redemption when I made a purchase @ a promotion, shouldn't I be informed, right at the point of purchase? 2. Since Nanyang Optical (Kovan) was aware of this, shouldn't they call me & let me know? Why wait until I go down personally then inform me? I made the trip specially for the redemption, only to be greeted with super poor customer service & disappointment. How should the company pay me back the time & money wasted to make the trip? 3. I made a call in the morning before going down. The person who picked up the call @ Nanyang Optical should have make a check & inform me, not wasting my time, like I've said. In this situation, I felt cheated and disappointed with the way things were handled. All these could have been prevented if Nanyang Optical was more proactive in informing customers of special situation. And the fact that I'm not eligible for the redemption due to the purchase during promotion totally makes no sense. Isn't this a situation that I can brought up to CASE? 'Cause this seems like outright cheating. This is not the first time I experience poor service from Nanyang Optical (Kovan). From many years back when I made my spectacles and purchase contact lenses from them till I stop making my spectacles there. Still, with minimize patronise to the shop, I experience poor poor service again and again.I seriously hope that you'll look into this & give me a satifactory answer. If you need to call me, please contact Peiling @ xxxxx.
