On October 13, 2009, someone was knocking my door early in the morning. It was a guy from courier services company, telling me that I have a parcel.

After signed and look at the consignment note, it was a parcel from Laneige Malaysia. Without hesitation, I quickly open the parcel. It is surprising to see the package they have sent to me, as there are 2 products that are not available in Malaysia market, but I am so lucky to receive these.

There is also an apology card from the girl who handled my inquiries and a note from Brand Manager Celine Diong. In the note, she said that this package is a token of regret for being rude to me on the other day and thanking me for being understandings and forgiveness. In the package, inclusive of:-


I would like to thank Celine for being prompt and efficient in this matter. Of course, thank you so much for the package as I never thought it would be the products that are not available in Malaysia, I was still hesitating, could it be the Cleanser or the Scrub that I wanted to buy on the other day? Anyway, thank you and hoping that your subordinate will provide excellent yet professional services to everyone.

And not to forget, a special thanks and compliments to Ms. Eva Mak based in Parkson, The Pavilion.

Okay, it's my bombastic time! People keep saying "Never piss off women", besides women, never piss off me as well! This is the first time I am being treated so rude and am seriously disturbed. I never had faced such bad service before.

Don't blame me for being demanding, don't say that I am mean, I am just helping them to improve and develop their business better. The fellow who was rude to me, if you get fired, make sure you go home and facing the surrounded walls and think properly what you have done!


Below is the original email that I have sent to :-


1. Laneige Malaysia (indirectly sent to Laneige Asia HQ in Singapore, in-charged by Laneige Korean CEO)
2. Amorepacific Customer Services in HQ, Korea
3. Amorepacific Investor Relation in HQ, Korea
4. Amorepacific CEO based in Korea HQ, Mr. Kyung-Bae Suh
5. Amorepacific CEO based in France, Mr. Innsoo John

P/S: Amorepacific is parent company of Laneige. One of the top skin care companies and Top 20 companies in Korea.


On Oct 07, 2009, at 07:38pm, I was calling Laneige Malaysia Customer Service No. to inquire about the product status. The call last for 5 minutes 34 seconds.

I called to your office after office hour, I was impressed that someone picked up the phone but she really had ruined my day. The products that I am inquiring are Laneige Homme Fresh Cleansing Foam cost MYR60 and Laneige Homme Sebum Free Scrub Foam cost MYR65.

The reason that I am calling to your office is due to :-

1. I am regular of Laneige Homme. Thus, I am getting abovementioned products for my friend as his birthday present which is on 12 Oct 2009.

2. I went to Isetan in Lot 10, but unfortunately no staff was on duty.

3. I then went to Parkson in The pavilion. I was told by the staff named Eva that stocks are not available at the moment due to the recent warehouse sales and mess in inventory, the shipping of new stocks were delayed. Replenishment most probably only can be done on 14 Oct 2009.

4. Eva was helpful, a compliment to her. She was assisting to call other counters located in Golden Triangle to check the stock availability, but unfortunately all were out of stocks.

5. As I am not able to travel to other places which is farer than Golden Triangle, I was asking Eva if the stock is available in other counters, is it alright to transfer the stock to her counter, so that I can pick up, but she said it is not possible.

Hence, I am calling to your office to inquire, hoping that they could assist me in this matter. I am sorry that I did not get her name as I do not have the chance. I only have the length of time that I made the call.

I was telling her my problems. I even apologize to her as I know I am calling after office hour, I did even leave my name and contact no. to her, telling her that it is alright if she don't get back to me now, as I know I am not supposed to call now, she could call me on the following day.

When I am telling her point 4 as above, her voice sounds frustrating. When I am telling point 5, that is transferring the stock, she was cutting my speech by yelling "Hello" loudly to me. And I thought that the line is breaking and asked if she could hear me, she replied loudly by saying "Yes, I could hear you". When I had finish my speech and she promised to get back to me, she was slamming the phone. I believe that we all know how do the hang up call sounds like when one was getting mad.

First,
I am already very upset as I could not get the products that I want.

Second,
I already apologize for calling in after office hour, but still I am getting such customer services.

Third,
we are all consumer and we do know that customer are calling in to get a solution. If you could help, just say yes, if it's not possible, explain why. But why is she yelling and slamming the phone? I had never seen such a rude person.

Fourth,
I do not mind if she is cursing me but please only do it after the call was hung up properly. It is not professional to handle customer inquiries by showing your anger.

Laneige is one of the premium brands. I am hoping that such case will not repeat. But frankly, I am seriously disturbed by such unreasonable yet rude treatment and am hoping that you could take appropriate action against the unprofessional personnel who handled my call.

As per normal, I was sharing my experience with my friends and bloggers after using Laneige products. Nevertheless, I will be sharing this experience with them as well.

Thank you.


After making the complaint, the next day, I went to Pavilion to get other product from Laneige. You may say that I should not purchase anything from Laneige but one thing I wanted to clarify, that is I am mad because of the rude staff, not the product, although she is representing the company.

On October 09, 2009, I received a feedback from Brand Manager of Laneige Malaysia named Celine Diong (Not Celine Dion). Her sincere apologies had shown that Customer Services indeed is important to them, it is an intangible revenue to any organisation.

A compliment to Celine for her sincere apology and prompt reply. Hoping that you would really taking appropriate action against your rude staff. Thank you.

台湾生产商已经在网站上清楚列明授权代理商。请大家认清，别买到假冒的面膜。市面上充斥着中国制的面膜，一旦用了皮肤可能会敏感。

虽然调查地时间是蛮长的，但要定罪任何人，就算没证据，连律师也会给于合理及符合逻辑的推测，而不是根据人的性格或他人的意见做出判决。我不想因为个人的不专业、不理智及不客观的态度，影响到他人的心情及名誉。

冤枉人犹如判他人死刑

Now you are given a scene.

• There is ONE CABINET
• Inside the cabinet are 2 BAGS of cheese powder putting left (Pack A) and right (Pack B) 

Scenario is… 
User A of Pack A claimed that Pack A and Pack B cheese powder are at same level (maybe someone measured all the time or Pack B has been eyed).

4 days later, Pack A’s cheese powder suddenly vanished quite a lot, even can see the bottom of the plastic bag. Therefore, User A started claiming that Pack B’s cheese powder looks like becoming more compare to last seen.


There are few LOGICAL questions that really screwed my mind:-

1. Pack B cheese powder seems like becoming more. Is it because of the comparison reflects the differences of both bags or you really thinks that thief is moving Pack A’s cheese powder into Pack B?
2. Family of Pack A having a special guest staying over for “N” days. Could it because of the special guest, causing the usage of their cheese powder increased tremendously?
3. Why would the thief steal so much of cheese powder in one shot. On top of that, not keeping it somewhere else or utilizing it but putting it into his/her own pack (Pack B). It would be easier to discover since both bags are putting together in the SAME place, SAME cabinet. 

If you are stealing it, will you keep it in your own bag where both bags are putting in the same place, same position? Since when there is a thief so stupid until will leave evidence there just to let the whole world know?

How would I know who moved your cheese or whatever… My patient has limitation and I don't like accusation as it is a serious offense. Besides, it's from a friend that I knew for years. I've given enough spaces and there are not much left, I do not wanna ditch anyone yet.

A dot (.) is not just a point, but a full stop (.) to indicate happy ending, though at times it's harsh.