Transformation of Customer Service over the years

July 01, 2007

Kenneth Tan
Managing Director of Golden Village
Dear Mr Tan

Re: Double ticketing error

On June 27, We wanted to watch the Saturday late night movie Transformers. We booked TWENTY cinema tickets for this screening at Golden Village Grand Theatre 6 via credit card.

Unfortunately, while we were at the ticketing counter, we were informed by the ticketing staff that the machine could not print the tickets for us due to some machine errors. Female ticketing staff Gin then signed on the internet print-out to verify that we can proceed to watch the movie WITHOUT the tickets.

However we did not get our seats when we walk into the theatre because TWENTY someone else were actually occupying our seats. Both parties verified the correctness of our tickets and found nothing wrong.

We did not make a fuss in the theatre to protect the Management's image and volunteered ourselves to verify with the counter staff. TWENTY someone else were left inside the theatre to enjoy the movie.
Below is a brief explanation by your Manager of GV Grand, Jacqueline, for our lack of seats (Duration: 90 minutes):

1. An error in the cinema's online system booking, it booked for us tickets for June 30, 0105HRS when we requested for July 01, 0105HRS.

2. The cinema Management in Golden Village Grand could not do anything except
2a) Propose to us that we can occupy the empty seats in the first few rows and give us TWENTY complimentary tickets for another movie.
2b) At 0200 HRS, she informed us that we are unable to get our refund as the movie had started screening and ticketing counter closed.
2c) Repeatedly insisted us to refer to the Customer Service department on July 02 if we cannot accept her offers

3. Theatres 3, 4 and 5 were unavailable for a private screening for TWENTY of us because they were still occupied for other movie screenings at 0105 HRS

4. She requested us to hand over the internet print-out which were signed by Ticketing staff Gin as she needs to to photocopy for the Customer Service department

Our explanation (Duration: 90 minutes):

1. This is not our fault that YOUR Online Booking system has an error.

2. Why is there no one in the Management that can provide onsite solution?
2a) Why are we given unwanted seats ie. 1st few rows which most patrons would not prefer?
2b) Why weren't we informed that we have to decide before the refund is not valid after movie started?
2b) Why do we need to refer to YOUR Customer Service department instead of THEM reverting back to us?

3. We need a verification that cinema 3, 4 and 5 were unavailable due to the fact that they were occupied for other movie screenings at 0105 HRS. She refused to provide any.

4. She returned us the photocopied print-out without Gin's signature. We requested for our original copy but she refused to give us back. After much insistence from our side, she returned us the original print-out with She did not seek for our permission before she amend things on our internet print-out. I deemed it as a dishonest act and a shame for the Management. Correction Fluid covering Gin's signature (WOW!). Where is the integrity?

We enquired why she have to do such things, Gin stepped forward and claimed her signature was not important at all, inferring that there is no point we get heated up over this signature issue.

From now onwards, we will definitely doubt the credibility of any signatures issued by any staff of Golden Village. Please take note that we are currently holding on to 4 original print-out with Manager Jacqueline's signature. Are those of any credibility? Once again, a bad image portrayed by your staff.

We were fans of Golden village Cineplex, this incident is not all about monetary refund but the quality of the Management's service recovery. GV Grand was the last cineplex opened in January 1999 before GV Vivocity was opened in Nov 2006 and we can see that GV Vivocity had indeed given the patrons/consumers a Good overall experience for Widescreen Entertainment.

Have all the goodness from GV Grand transferred to GV Vivocity? Is it the Management's Vision to provide good customer service only in the newest GV Cineplex ?

As we were all aware, Cathay Cineplexes Pte Ltd had recently opened a new cineplex at AMK hub in June 2007 with 8 screens and 1,800 seats. So why did we choose to watch a latenight movie in GV Grand on July 01, 2007? Definitely not hoping to return home with utter disappointment.

Some concerns which we wish to highlight to the Management:

1. Saturdays are working days for some of us. At least one of us took leave to attend this movie gathering and system error happened.

2. Great World City is not easily accessible for public transport, taxis' midnight charges apply after 2330 HRS.

3. One of our friends is currently 8-months pregnant and making this wasted trip for this system error.

4. For those driving personal cars, parking fees were paid for such system error.

5. So when are we going to watch Transformers with the same group of TWENTY people?

Lastly, this is a service failure and and we were voiced-over by your Manager, do we deserve such treatment?

To resolve the problem, we would demand the Management to refund our tickets immediately, and request a compensation of at least TWENTY premium seats in GV Gold Class on a date AND movie of our choice OR/AND a complimentary movie pass for a period of no less than 6 months. We request for separate apology letters from Ticketing Staff Gin and Manager Jacqueline for the attitude and behaviour. We will be more than glad if you can arrange a meet-up session to explain the whole incident in greater details.

I look forward to the Management's reply and a resolution to our problem, and will wait until July 02, 2007 1200HRS before seeking help from Consumers Association of Singapore (CASE) or put up an enquiry to the Management of Cathay Organisation on their compensation procedures for such cases.