2007/07/15

Grieviance at Pitstop

Dear Jasmine,

I regret that you and your friends has encountered a bad experience at Pitstop Cafe. I have put your comments on the chatbox on this blog entry so that we could give you a proper response to this incident. If you would love to elaborate more, do add in the comments.

We would definitely like to learn from your constructive feedback. At the same time, the crews involved and Eve will share their perspective on this incident.

Whatever it is, i hope that the bad experience at Pitstop Cafe do not stop you and your friends to continue to explore and enjoy the fun of board gaming.

Best regards,
Astro, on behalf of the Pitstop Crew

Update 18/07/07 2:10am

Jasmine has send me an email regarding the incident. I have also response to her. As it is an email corresponding, I will share the details of the email only upon her permission. Jasmine, i hope you find my response satisfactory and i like to thank you for taking the time to give us your feedback on the incident.




Jasmine feedback

I am really unhappy with the attitude of a certain female boss at Pitstop. Thanks so much for ruining my friend's 21st bday celebration mood last night.

I would love to elaborate more, but will my constructive feedback fall on deaf ears or be resisted and i'll be labelled as a "difficult customer" just becos she's one of the bosses?

I hope that someone who is unbiased will be able to address my grieviance, cos i'm really pissed and disappointed being treated that way since i always spend quite a lot whenever i go to Pitstop.

Btw, we didn't cut the cake at your place becos our moods were dampen, and we spent a few hundred dollars (meant to be spent at Pitstop) at PartyWorld. You lost one huge customer.

Or perhaps Pitstop's buisness is SO good now, that you can afford to choose and lose your "valued" customers?

Jasmine

18 comments:

cole said...

hey i don't know what happened, but i think it's really daring and progressive for you to actually blog openly about this. it certainly shows that you're serious in resolving the issue, instead of pretending that nothing has happened (which is so much easier to do).

way to go!

p.s. i will *try* to visit soon. within this year :D

fenfen said...

Hi Jasmine,

I had a bad experience in Kbox and trust me, it is really bad... I kicked a big fuss, insisting that I see the manager right away and I wrote a complain letter... and they gave me an extremely "sincere" discount coupon (I wouldn't call it a voucher)... and of course, on and off, I am sure we have nasty encounters in popular restaurants such as Swensons, Crystal Jade... etc...

Having ruin a birthday celebration, I admit is an unpleasant experience... but giving some thought in which the staff is trying hard to explain to you, I guess this is something I never get from kbox...

I am sure most ppl chose Pitstop because of its friendly atmosphere... and even though I have never been to Settlers and Minds, it is sort of unfair saying this is no good and that is bad (refering to the chat too) without letting other readers knowing the details... this is when feedback is important and give them a chance to work things out...

Jasmine, given how pissed off you are, I believed tis friend is a very close one to you and in any bdays, having spent an impt day with yr best buddy is the sweetest gift... remember the sweet memories, give Pitstop a chance to ammend, and if it is a misunderstanding... I am sure Pitstop will welcome you back with open arms...

I am not speaking for Pitstop but rather my personal experience with kbox (nothing beats when a waitress chase you out of the room in front of your friends, and they really make sure u wait outside kbox and not step into it) and my friend's experience in setting up a tuition centre, misunderstandings bound to occur and usually both sides don't feel good if this does not resolve properly...

Jasmine said...

Hi Fenfen,

my bestfriend (the birthday girl) and i are drafting out the email to be sent to Astro, detailing what happened on that day. Hopefully that'll shed some light on our side of the story.

I had plenty of experiences of bad services. "New staff", "Peak period" and "Short of Staff" are just stupid excuses, because if we're paying 10% service fee, some basic service is expected. If not, scrape the service fee, because bad service is worse than no service.

we didn't go to Kbox. i had enough of their horrible service and exhorbitant prices.. We went to Partyworld at Tanjong Pagar. The service was great, staff were very very accomadating, and we had a great time there.

If you had read my comments, i did not say Pitstop is in any way inferior to the other boardgame cafes. In fact, i was the one who suggested to my friend that Pitstop would be a great place to hang out and celebrate her 21st birthday cos of the atmosphere and service. We went to Pitstop 3 days before the celebration on Ladies Night for her to check the place out, and spent over $100 even though it's only $8 per lady whole night. Not showing off how much we can spend, but this kinda proofs that we are willing to spend money as long as the service is good and the ambience is nice.

Anyway, i've been to Pitstop previously prior to this 2 occasions, and i enjoyed myself tremendously.

Why am i so pissed by just one bad incident?

Because that one bad incident happens to fall on my best friend's 21st birthday celebration.. and it's not everyday you get to celebrate your 21st birthday.

Fenfen said...

Hi Jasmine,

The kbox incident happens on my best friend bday too and as an organizer, we are always worry abt attendance, budget, the cake and etc...

Hope this will get resolved and I am sure your friend had a great celebration at Partyworld...

Of course, I have read yr comments, that is why I indicate that I am also refering to the ongoing chat... I am trying to let the other Pitstoppers know that by saying this is no good and this is bad without elaborating the details is kinda unfair to the staff... (so I am not really refering to you when I type that)...

As for bad services, sad to say, it is everywhere, and surprisingly I do complain to my friends too... "look, give us such *&*$#* service and expect us to pay service charge?" seems to be inevitable... and unavoidable...

Watever the case, I am in no position to comment abt this incident but I do understand why are you feeling upset... Hopefully, it is a misunderstanding and it would be nice to see u back at Pitstop (for all you know, we might be friends in the midst of boardgaming) :D

kathleen said...

hey pitstop!

i haven't been thr for a long time. probably 4 months ago, because of work schedule. but just dropping by to update myself.

i was not there that time, so... can't make any judgment, but just to let pitstop know that i understand what u going through. being a nurse at healthcare centre myself, i know that sometimes u get bad customers and good customers. worst? unreasonable one. they just trying to take advantage of whatever services we're providing. and they tend to forget that in Singapore, there's not such thing as FREE.

but i know that the lady boss won't have such an attitude if the customers behaving nicely. i dunno. people dun just suddenly scold other people when they have done nothing.

it is so sad that people don't see themselves in other people's shoes and try to make a big fuss...

anyway, i'm the customer in other places too. i went mind cafe i went settlers. settlers doesn't even bother to ask whether we want to extend or not, sometimes they just let us play on our own. at least pitstop crews are there to teach. mind cafe? without even saying. once u sit down at their table, they start timing already.

and i agree with fen fen. sometimes we receive good services, sometimes we just receive bad services.

take this time as a growing point, pitstop. Jia You and don't let this unpleasant feedback bother u! :)

Coldfoot said...

As a disinterested third party, who has no intention of ever visiting a microscopic, hot, humid asian, country thousands of miles from my cool, comfortable, home where I can carry a gun and drive a turbo-charged 1 ton truck with little-silver-lady-mudflaps that gets 1 gallon to the mile: Jasmine needs to sit down, shut up, and realize the world doesn't revolve around her, and when she is 30 if she doesn't look back on this event and slap herself she should see a therapist.

(Dang, I wish I had time to make that sentence longer.)

I got to go. I'm sweating just thinking about Singapore.

Cake said...

For a disinterested 3rd party you sure have loads to say about a country which you have never visited before and about an issue you know nothing about.

Coldfoot said...

Microscopic, hot and humid are wrong?

Anonymous said...

I think it's quite dumb to make a mountain out of a molehill like this.

So what if there's bad service at a particular cafe. It's not as though service standards in Singapore are particularly good anyway.

If you cannot tolerate bad service in Singapore, then you should really consider the service elsewhere like in Hong Kong. I think you'll go crazy there.

My piece of advice for this little girl is to be more patient and understanding - bad service is part of Singapore and you should get used to it. Make your life easier.

Anonymous said...

Wow... this is a great publicity campaign by Pitstop. Free advertising on tomorrow.sg plus all the added eyeballs and online glare.

Fab marketing by the Pitstop guys! =)

Sales should increase greatly this weekend...

astro said...

Feedback helps us to learn and improve. I don't think that service standards in Singapore is that bad. Occassionally while there might be misunderstanding due to poor communication but bad service is certainly not part of Singapore.

To the one who think that it is a great publicity campaign, i look forward to seeing you in the weekend then.

Anonymous said...

Dear coldfoot,

I would hardly call Alsaka "cool". I rather be in a humid, tropical Asian city than freeze my arse off in some godforsaken corner of the world, and potentially being confronted by gun-toting, crazy redneck Americans with their oversized vehicles in order to compensate for their lack of substance in a CERTAIN area. Oh, sorry, is that description too close to home?

I got to go. I'm beginning to freeze just thinking about Alaska.

MrsReeves said...

ehhh people... pls... this is pitstop website. stop abusing the website by "shooting" each other across the countries...... and... peace man.... and don't tell me to shut up.

Anonymous said...

This is termed as guerilla marketing tactic. well done.

and the little girl (if she's for real), should really go somewhere else to spend away her parents' hard earned money if she doesn't like it at this cafe.

William said...

Spending only $100 and you called yourself a big customer?

Hey.. I spent $100 easily every clubbing night.
Grow up .. $100 is the norm ....

DK said...

Wow....

Astro: Think you should clean up the flaming comments before it gets out of hand.

Seems like you are handling this complaint case quite well. *pat on back* Jia you! Hope you get a win win for both pitstop and jasmine. Cheers!

Cassie said...

Tomorrow.sg is really a tabloid thrash box to post such minor complaints on its website.

The customer should just email to the shop owner directly instead of posting on its blog. Trying to get attention from the complaint or trying to get the Pitshop into trouble to vent your frustrations? Stay focus here and not out to draw blood.

Anonymous said...

Hi when a customer complain we may always think that it is a misunderstanding....so the customer is at fault for misunderstanding? Or should the service provider just apologize and say we are wrong and will understand more and give the customers the benefit of the doubt and give them another chance to show improvment. Or should we want to eagerly seek out the reason behind this unhappiness of this particular customer and address issues line by line. Should we say this is just a misunderstanding? Whatever it is customer is the king and yes you get good and bad and demanding customers but at the end of the day, we serve them, and addressing their greviences is very important. Setting the tone correctly is crucial or else the reputation may take a beating.

 
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