LV gave me a FREE Gift!!!! - Part 2 ;)

As promised, here's part 2 ;) Read Part 1 here

LV - Epitome of class, Zenith of Customer Relations Management

Culprit 2 - Louis Vuitton, Luxury retailer, operating in a highly competitive market where brand loyalty is paramount, depending on situations, buyer might not be end user (*hint hint*), demanded by those who aspire to climb the echelon of status or reward themselves or others for reaching certain milestones, customer focused.

Scenario - I made an online purchase of a significant amount. However, a day after making the purchase and well aware that there is a full refund policy in place, I called 4 times to cancel the order before the delivery was made. However, I was told each time by the customer service personnel that there is no way to cancel the order. The item was then delivered to my house and I made another call with regards to the refund process, I was then told I could have refused to accept the item when DHL delivers it, however, this was made known to me after my housemate has signed for the item.

Facts - I proceeded to open the box, the bag was lovely, it came in a very nice gift box and had a complimentary card too, for you to write something for the final recipient, impressive.

Also included in the package was the Term of Sale, having time to burn, I thus read it, and was astonished that although 4 (YES, FOUR!!!) CSP told me that there is NO WAY the sale and delivery could be cancelled, there was indeed a clause to allow for that!!!

Enraged, as I will be leaving in a day for Malaysia, I first went to the post office to send the box back to LV and then proceeded with a very carefully worded and time stamped email to LV.

I even went as far as including the said Clause which gave me the right to cancel the transaction and of course, the infamous Ben's use of words (One Ms. Tee would agree, read her blog here), quite sharply worded, but not rude or in any way too direct. Also, the most important fact that I will be away and uncontactable from the period 8 - 20th Feb :)

Surprise, Surprise :)

Recourse - I got a pleasant surprise in my e-mail last week - sitting in my Inbox was a confirmation of purchase from LV and that my item has been dispatched! Hmmm... I was sure I did not make subsequent purchases other than THAT purchase which has been returned. Weird...

I then checked my LV account (there's another story behind this, wait for Part 3) and there it was, my 'order' with a GBP0.00 value. Nice, something free from LV to it's members perhaps?

The package arrived that same afternoon I received the above email. I opened it, and I reached for the very nicely folded envelope with the words "Louis Vuitton" nicely embossed and lacquered on the bottom right, there it was, a letter with my name, addressed in full (not with the annoying European manner of initialing your first name), and signed off by the Manager of European Customer Service! Nice touch.

The gist of the letter was a very direct apology, no beating around the bush, just a straightforward apology and an assurance that the CSP has been briefed about the existence of such clause to prevent future occurrence of a similar event. It kinda makes me feel like making another purchase and then calling to cancel the transaction and see if indeed the above is true. Should I? ;)

Further, a reservation with regards to my account (Coming in Part 3) was also addressed in the same letter and of course the mention of the FREE GIFT :)

A tale of being class apart

So there, 2 very different approach by 2 very different companies in dealing with customer complains. One hid behind clauses and ridiculed it's customers and the other was embracing complains and rewarding it's customers. LV, epitome of class? Not only that, zenith of Customer Relations Management! :)

Royal Mail's attitude kinda reminds me of Malaysia in general, particularly when dealing with government agencies, the tidak apa attitude, being lackadaisical for the foreign readers and just ignoring customer's views and take for granted their importance. I guess the grass is not always greener on the other side eh? Same s*it even when oceans apart ;)

Lastly, the letter did thank me for my custom with LV and indeed I will return to LV for some future purchases, not anytime soon, but surely, sometime in the future :D

Regards,

Ben Lai

Etching a permanent potrait - A Tattoo

Dear all,

As you all know by now, and for those who still does not, I got a tattoo in November, nothing fancy, but quite an intricate and detailed one.

The end product after 5 hours (YES! 5 hours lying chest down!) and RMXXX (PM me and I will let you know) and I must admit it turned out much better than I expected it would be! It still looks as good as day 1, 9 months after and no touch up was done on it - a testament to how good the tattoo artist is!

It was not an impulsive decision, I had always wanted a tattoo but I just did not have the time, nor was the opportunity available for me to do it.

What? Where? How?

Beyond the usual stigma from having a tattoo, there is also the question of whether getting a tattoo is safe. Getting a tattoo involves getting your skin pricked with needles, thus blood transferred disease is always a cause to be concerned of. Below were the steps I took before getting my tattoo:

1. Ask friends for recommendations

I am pretty sure everyone has a friend who has got some ink (seen or unseen) on their body. My recommendation came from one Ms. Freda Wong who pointed me to Borneo Ink. Funnily enough Ms. Freda does not have a tattoo.

2. Do a google search to come up with a few more names

There are plenty of pages and tattoo forums which are listed on the net, Tatoo Joy is one such page. Just choose a couple of them and proceed to step 3.

3. Refine the data gained from (1) & (2) above via google search

Insert words like “complain”, “unclean”, “botched jobs” and “sterilisation” into your search. This is by no means a full fact finding step about the parlour, but in this age of technology, everyone would blog or post in a forum if there is indeed a case of any of the above in any of the parlours. It would help eliminate the hassle of visiting a parlour which is unsafe!

4. Nothing beats an actual visit to the parlour

Check on their webpage or make a call to them to find out their operating hours. Arrive at about mid day and hopefully you could see the artist in full flow, working on a someone else's flesh, which might be yours if you decide that the place is the one. Try to speak to the artists if you have the chance, find out who is best at what (colour, tribal, etc).

5. Ask if it is alright that you spend some time there

Observe a few jobs done, especially before they start tattooing, see if they use new unopened needles, change the equipments after each job, sterilise the equipments and most importantly, dispose off the needles once it is done. View the video at the end of this post for more info on the processes in preparing the equipments for a tattoo job. Spending some time there also helps you accustom yourself to the place, depending on how large your tattoo is, it might take 30 minutes to God-knows-when to get it done. You might well be spending quite some time there.



6. Now that you have decided



Make an inquiry with the artist about your design. It is advisable to bring along a sketch/photo of what you want. Do keep in mind, that getting a sketch from the artist might cost you a small amount of money even if you decide not to pursue further. I think it’s fair, these guys are professional artist, and as with any appointments with any other professionals e.g. lawyers, accountants, doctors, etc. a consultation charge is nothing new right?

7. Get a design/sketch

Ask if you could view the final sketch of the tattoo. Borneo Ink obliged and I was given the sketch on the day of my appointment, there was even some time to make a few amendments to it before getting it on my body.


8. Sign forms

You are then required to sign some forms about your general health conditions e.g. not pregnant, not taking certain medications, indemnity against the artist and of course, you are above 18 (you need a parent’s/guardian signature if you are not).

9. Get inked

Sit back (or lie down in my case) and enjoy the process. I for one did not feel pain, for me it felt like someone was running their fingernails deep into my skin, a slight tinge and no pain although I found it to be very very very irritating!! Hahahahaha. Precautions however, that there were cases of people fainting while getting their tattoo done!

10. Post tattoo care

It is still not over yet after you leave the tattoo parlour. There are certain precautions regarding the care of your fresh tattoo which includes no sunbathing and no swimming for 2 weeks or at least until it is fully healed. To help with the healing process, you will be given certain ointments to apply on it.

11. DO NOT!!!

Your tattoo would peel just like any other wound with scabs of skin coming off bit by bit, DO NOT PEEL!!!! It was a nightmare trying to sleep on the first night as it was still quite sore but subsequently there was nothing to it, just have to resist the temptation to peel off the scabs or scratching the itch!!!

12. Follow-up Procedures

You might have to go for a touch-up (See! They are professionals and take great care in making sure your tattoo comes out great!!!). Most of the time it’s just to touch up the lines or just to add some colour here and there, I have not had mine as Lina, the artist, did a great job and I am very happy with it. I did a subsequent search on Lina and found a documentary on Lina Ng, the artist which did my tattoo (be warned that the download is quite slow)

That's 12 steps to get an eternal potrait on your skin. Anyone feel like getting one? Feel free to comment or share your own experience of getting a tattoo done, I for one did not regret mine and I will not rule out another tattoo ;)