Some of you may recall my posts on a visit to a kitchen/restaurant supplies store in July. I wrote about the visit first here, then a follow-up post here. Several readers have emailed and others actually asked me in public (like groceries, airports, etc.) about the outcome of those posts so I thought I would give you all an update. I received a letter from a senior Filipino executive at the company who was in town at the time, and I reproduce the reply below, with names excluded.
“6 August 2012
First, I would like to apologize for your sad experience during your visit at our yet to be opened MOK last July 18, 2012.
I am replying to your letter that was addressed to our Chairman, Mr. xxxx, who is currently out of the country.
We have fully noted your complaints and sentiments and I would like to assure you that our company does not tolerate these kind of employees. They were already subjected to disciplinary action.
Should you prefer, I am more than willing to personally visit you in Cebu to discuss this matter in full. Kindly advise your most convenient date and time.
Again, our apologize for what had happened.
Very Truly yours,
Chief Operating Officer
I was pleased that senior management felt it appropriate to respond to my letter to the Chairman of the company, and had every intention of discussing the matter in greater detail, but I responded that I would like to do that once the Chairman of the company returned to the Philippines from a trip abroad, therefor, I wrote this letter in reply:
“Dear Mr. xxxx,
Thank you for your letter dated 6 August 2012 in reply to my letter to (your Chairman) dated 31 July 2012. I appreciate your taking the time to look into the matter and send me a response while Mr. xxx is out of town.
I would like to discuss the matter with you and Mr. xxxx when he does arrive from his trip abroad. I am in Manila frequently so it is not necessary for you to make a trip to Cebu on my behalf.
Thank you very much,
It’s now been over two months since that exchange of letters and I have still to hear from Mr. xxxx and/or the Chairman of the company. I am sure they have lots of other more critical issues to handle, but the lack of follow-up doesn’t bolster confidence that they truly wanted to clear up the matter. Suffice it to say I have found other suppliers for equipment for our restaurants and I will not be giving them any of our business as a result of that experience. Their shop, by the way, that had no firm “opening date” back in July, is now finally open, I called to check.
And to the occasional reader, like a recent one on that second post I wrote that think I over-reacted and should have just walked away despite the absurd answers, and perhaps thought I should ignore the comments from company employees on my post on the experience, if you read enough of my posts on marketmanila, you would know that I consistently “choose frustration over indifference” and will continue to do so. :)