FORGET ABOUT THE TIME SQUARE BOWLING ALLEY !

Yes ! Its Mid-Valley for me ---always ! I reproduce my letter to the General Manager of Eiva Group of Companies that owned the Time Square nad the Ampang Point Bowling Alley.

Mustapha b Abd Hamid

Tmn Setiawangsa

542000 Kuala Lumpur.

16 July 2009

To

The General Manager

Eiva Group

eivagroup@nadin.com

Dear Sir/Madam

RE : COMPLAINT ON THE SERVICES RENDERED ON 16^TH. JULY 2009.

I am a Senior Lecturer in a private University. On 16^th. July 2009, with four students, I went to your company’s bowling alley in Time Square at about 12.00 pm. We booked 8 games with an option for more.

Everything went well until the 7^th. Frame of the game went the balls return system broke down. We called for service and nothing happened. We used the service button and still nothing happened. Meanwhile, we could not wait so we kept on bowling with other balls hoping that that would trigger the return mechanism but still nothing happened.

Finally we called a technician personally. He opened the ball chute and retrieved three balls. We told him there were more but this was ignored. We continued our game and the situation got worse.

On our second game, the nightmare got worse! Scores were wrongly or never recorded on the monitor. One of us even bowled 4 times without the score being recorded at all! What was strike was never recorded. What was NOT a strike was recorded as one.

We finally went to the counter and I asked for the Manager who was not around. Instead a man came out of the office. I explained the problem and he insisted that the system was ok. I told him I have witnesses. I asked him if we could restart the game on the 3^rd. frame before the trouble started. Again he rejected the plea.

We continued the game and on the first ball, the score was not recorded. We called his attention and still nothing was done. There were other problems with the system and the attitude of this man who was totally devoid of any customer relationship attributes.

Rather than being sympathetic, he became abusive.

I tried to get his name from the person on duty at the registration counter but was told he doesn’t know the name of this “executive’ ( as he so claimed to be ) because he only just started work at the place.

Anyway, it would be too long to report everything in detail but I would only be too glad to tell you in person if required,

We finally decided to abandon the game and leave the place. On the way out , one of my students saw your ‘executive’ shouting away something from the counter. We decided to ignore him as he is not worth any attention at all.

Sir, my students and colleagues go to this alley regularly. All of them have something to say about the services and quality of the equipment.

Of course he will tell as he kept on insisting, that we do not know the ‘cross-lane’ bowling system and we do not know about everything. We didn’t want to waste our time telling the ignoramus that we have been organizing bowling tournaments for our universities. His disrespect for your customers is indeed disgusting and its only our status that prevented a heated argument!

With that kind of services from that so-called executive, you can rest assure more students from other institution will stay away from your bowling alley. In fact we are shifting our bi-annual university bowling tournament to the Cosmic Bowl in Mid-Valley.

I earnestly hope you can do something about that ‘executive’ as he is certainly not fit to be employed in that position where sense of customers’ service instinct and diplomacy is totally void and indeed he is not helping your business at all.

I thank you in advance.

Yours truly