Bacera

Dear ESEE I believe your name is Sheryl. I have investigated your negative comments, and while I am sorry that the experience wasn’t seamless, there is a need for us to present a chronological sequence of the truth for which your representation is distorted We had informed Amasco on the 23th of June to make an appointment with you to install the Triniti fan. Amasco called you and arranged with you to install on Saturday 5th of July or 12th of July, because Saturdays were the only days where installation was possible for you. You then called our staff, Mary, saying that 5th July is too long to wait and wanted an earlier date. Mary told you that she will sought help from other installers to install at an earlier date, albeit at a higher cost. She then found Mr Kong, and you had requested for the timing to be 3 July after 6pm since you had work. Since you stay at a condominium, no works are allowed after 5pm, so we at Bacera verified with you if it is possible to do it after 6pm, which you said was ok, and so the date was set at 3 July 6pm At this point, I must state that Bacera has tried it’s best to satisfy a customer, even arranging for a 6pm installation though it wasn’t the norm. Unfortunately, on the 3nd of July, Mr Kong was unable to make it can called you at around 4-5pm to inform you. It was then discussed that the installation was to be at 5 July 10am instead, and this was agreed. You had difficulty contacting the installer earlier because installers can’t answer the phone all the time. If they were installing something, how do they answer the phone when they are working? On the 5th of July, Mr Kong did not turn out at the scheduled time because he was sick (we had not said that he was on MC or overseas) he was just plain sick and unable to work. Mr Kong SMS our staff at about 9.30am, and our staff read the message around 10am. You had called a little after 10am asking why Mr Kong had not turned up, and we explained he was sick. You were angry, which is of course perfectly justifiable, but these events were beyond our control. You then had an electrician doing work at your house and asked if we can give you a refund for the installation cost of which we agreed. All of us become frustrated when things don’t go smoothly, and I do understand your anger. As a business, we always want, though we are not always successful, to provide a good consumer experience. Sincerely Bacera Pte Ltd

Dear ESEE I believe your name is Sheryl. I have investigated your negative comments, and while I am sorry that the experience wasn’t seamless, there is a need for us to present a chronological sequence of the truth for which your representation is distorted We had informed Amasco on the 23th of June to make an appointment with you to install the Triniti fan. Amasco called you and arranged with you to install on Saturday 5th of July or 12th of July, because Saturdays were the only days where installation was possible for you. You then called our staff, Mary, saying that 5th July is too long to wait and wanted an earlier date. Mary told you that she will sought help from other installers to install at an earlier date, albeit at a higher cost. She then found Mr Kong, and you had requested for the timing to be 3 July after 6pm since you had work. Since you stay at a condominium, no works are allowed after 5pm, so we at Bacera verified with you if it is possible to do it after 6pm, which you said was ok, and so the date was set at 3 July 6pm At this point, I must state that Bacera has tried it’s best to satisfy a customer, even arranging for a 6pm installation though it wasn’t the norm. Unfortunately, on the 3nd of July, Mr Kong was unable to make it can called you at around 4-5pm to inform you. It was then discussed that the installation was to be at 5 July 10am instead, and this was agreed. You had difficulty contacting the installer earlier because installers can’t answer the phone all the time. If they were installing something, how do they answer the phone when they are working? On the 5th of July, Mr Kong did not turn out at the scheduled time because he was sick (we had not said that he was on MC or overseas) he was just plain sick and unable to work. Mr Kong SMS our staff at about 9.30am, and our staff read the message around 10am. You had called a little after 10am asking why Mr Kong had not turned up, and we explained he was sick. You were angry, which is of course perfectly justifiable, but these events were beyond our control. You then had an electrician doing work at your house and asked if we can give you a refund for the installation cost of which we agreed. All of us become frustrated when things don’t go smoothly, and I do understand your anger. As a business, we always want, though we are not always successful, to provide a good consumer experience. Sincerely Bacera Pte Ltd

Dear ESEE I believe your name is Sheryl. I have investigated your negative comments, and while I am sorry that the experience wasn’t seamless, there is a need for us to present a chronological sequence of the truth for which your representation is distorted We had informed Amasco on the 23th of June to make an appointment with you to install the Triniti fan. Amasco called you and arranged with you to install on Saturday 5th of July or 12th of July, because Saturdays were the only days where installation was possible for you. You then called our staff, Mary, saying that 5th July is too long to wait and wanted an earlier date. Mary told you that she will sought help from other installers to install at an earlier date, albeit at a higher cost. She then found Mr Kong, and you had requested for the timing to be 3 July after 6pm since you had work. Since you stay at a condominium, no works are allowed after 5pm, so we at Bacera verified with you if it is possible to do it after 6pm, which you said was ok, and so the date was set at 3 July 6pm At this point, I must state that Bacera has tried it’s best to satisfy a customer, even arranging for a 6pm installation though it wasn’t the norm. Unfortunately, on the 3nd of July, Mr Kong was unable to make it can called you at around 4-5pm to inform you. It was then discussed that the installation was to be at 5 July 10am instead, and this was agreed. You had difficulty contacting the installer earlier because installers can’t answer the phone all the time. If they were installing something, how do they answer the phone when they are working? On the 5th of July, Mr Kong did not turn out at the scheduled time because he was sick (we had not said that he was on MC or overseas) he was just plain sick and unable to work. Mr Kong SMS our staff at about 9.30am, and our staff read the message around 10am. You had called a little after 10am asking why Mr Kong had not turned up, and we explained he was sick. You were angry, which is of course perfectly justifiable, but these events were beyond our control. You then had an electrician doing work at your house and asked if we can give you a refund for the installation cost of which we agreed. All of us become frustrated when things don’t go smoothly, and I do understand your anger. As a business, we always want, though we are not always successful, to provide a good consumer experience. Sincerely Bacera Pte Ltd