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Hallo everyone

     Last Wednesday, iPlanet E-Commerce Solutions organised a seminar on e-commerce in Singapore. Registration was by phone, fax or e-mail. I responded by e-mail early on Monday, the date of the advertisement. 

     No one replied to my registration request even though I had left my contact number. On Tuesday, I phoned their office to find out whether my registration was accepted and the lady on the line told me she would get back to me as soon as possible. I left her my contact number and reminded her the seminar was being held the next day. When no call came back by that evening, I went over to iPlanet's website and filled their feedback form to try to get an answer. 

     Today is Monday. The seminar has long gone but no one from the company has e-mailed or phoned me. My point is this. Although companies give out their e-mail addresses and encourage others to use them to communicate with the company, it will take a long while before some of these companies realise they need to train their staff to answer promptly e-mails sent to them. 

     In my case, I had to use both the phone and the e-mail to find out whether my registration request was accepted. I had to go around asking, first through e-mail, then phone and finally through the company's Internet website just to try to get an answer. In the end, I didn't even get as much as a ring from these chaps. And I didn't get to attend the seminar.

     Should the customer have to do all that legwork? What has happened to service? Perhaps, the event was so big that the organisers did not have the manpower to handle everything. That can't be the case, as iPlanet is owned by two global companies. Perhaps, as the seminar was FREE, there was no need to give a high level of service. But, what I got wasn't even service at all. I am still waiting for their reply. Have you ever been in such a situation?

 We welcome your comments. Please e-mail the editor at editor@getforme.com . Thank you.

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