Customer Service Review: Red FM

Business: Radio Station
Location: 16th Floor, Bangunan AmAssurance, 1 Jalan Lumut, Kuala Lumpur
Website: http://www.red.fm

The Situation:

I'd won RM250 on the FourPlay contest on Red FM during Nisha's Late Night Love Songs. Since I wasn't told otherwise, I thought collection of the gift was as per usual practice, which is to go pick it up at the Red FM headquarters on Jalan Lumut during office hours (9am - 1pm, 2pm - 5pm).

I'd also previously won a sword letter opener worth (supposedly) RM120 or something on the Underworld 3 contest.

To collect my sword letter opener, I enlisted the help of my parents' driver because, obviously, I work full-time and my lunchtime coincides with theirs. I provided him with a photocopy of my IC and instructions as to where to go. What did he come back with? 2 tickets to go watch Underworld 3, with no sword letter opener in sight.

I actually gave up after that because I didn't really care that much about the letter opener (even though it could've been really cool).

Then I won RM250, and obviously I'm going to pick that up. I left for lunch slightly early, drove all the way to Jalan Lumut (which, incidently, is ridiculously hard to find due to a lot of one-way-ness and traffic), got to the Red FM marketing department and subsequently found out that apparently, somebody was supposed to have called me to inform me that the cash prize has not been delivered, and once delivered, I will be contacted to come and collect.

And obviously, I went:

So someone was supposed to call me?

Her: Yes, someone was supposed to call you to inform you that the prize will be delivered and then we will inform you to come collect.

But nobody called me. And you don't say anything on your website about it. It's really confusing.

Her: Oh, really?

(No, I just said that to confuse you and I came all the way here just for shits and giggles. Wtf do you think, really?) Yes. Really.

[Silence]

So, somebody will call to tell me when to pick up?

Her: Yes.

Somebody will call me, right? I don't have to call anyone?

Her: Yes.

At this point I put her out of her misery and told her I also wanted to collect a sword letter opener, and after she presented it to me, we had a nice conversation about how the Red FM website is absolute crap.

Plus points:

• They're giving me free stuff.
• They're giving me free cash.

Minus points:

• Their website is crap.
• Their website provided no useful information in regard to when I should collect my prize.

Verdict:

I'm inclined to say kudos to Red FM for giving away free stuff (to me), but minus points for their lack of organisation and a useful and user-friendly website which, I feel, is essential to any company that depends on exposure to do well.

Red FM, if you need a new website designed, let me know. I'll hook you up.