HARD ROCK CAFE 马六甲分享

Tim2

公司的回信，还真的没有什么歉意的感觉

"we do not want to disappoint any waiting list guests not to get their meal after waited for too long"

一个只能接100个顾客的店（举例），难道还想要接200多个顾客咩？一定有限度的吗～
真的do not want to disappoint any waiting list guests，不是把场建大一点咯！
再不然就叫顾客打包

10xia10xia

大节日罢。。那里刚开4天我就去了。。吃喝到来1小时多都没什么。。

fanduidang80

楼主，那个赶你的光头经理很像就是回复你电邮的Anderson K. Selva
General Manager
Hard Rock Cafe Melaka

jingkai_05

楼主，这种情况你只email给local的customer service是没用的。。。本地的这些department的员工都是自己人，你send给本地在cc给外国的然后告诉他们hard rock cafe meleka在马来西亚是酱子对待他们的customer...这样会比较有效果

shin9899

哈哈。。我也要来补充complaint 下


12/2/2013 大概八点左右我和朋友也到了那里聚聚
门前站了两位小姐
我们只有两个人，也被告知要等大概1小时，ｏｋ,大日子人多我们明白
就和朋友说要不到ｊｏｎｋｅｒ　逛一圈


那位小姐就给我们了一个ｃｄ,说当他ｃａｌｌ　ｃｄ　的名字是就到我们了
我们一时ｇｅｔ　不到就重问了，之前在新加坡和曼谷的ｈａｒｄ　ｒｏｃｋ　都没有这样的ｐａｔｔｅｒｎ　的
而她们就很没有笑容用很ｌｏｃａｌ　ｅｎｇｌｉｓｈ　重复
一定要在那里等不能离开ｗａｉｔｉｎｇ　ａｒｅａ!
（朋友ｃｏｍｍｅｎｔ　一个国际品牌啊怎么这么讲话的？）
我说算了，马六甲小地方刚开张不能够和其他地方比,就等


等了３０ｍｉｎ听到ｃａｌｌ我们的ｃｄ了，就把ｃｄ交给她们
她们反而问回我们怎么交给她们？要交给里面的啊。。。
我们炸倒，怎么刚刚又没说，还有是这样态度回答的吗？

算了，走进去中间的ｃｏｕｎｔｅｒ,　另位小姐美女很热情笑容带我们到桌子
我和朋友对望耸耸肩

一坐下，有位小弟弟马上ｓｅｒｖｅ　我们ｔａｋｅ　ｏｒｄｅｒ　
我傻掉下，朋友说ｎｏｔ　ｙｅｔ　ｎｏｗ

不到一下，他又再来问
我就沉着气说：小弟弟给点时间我看看ｍｅｎｕ,我们女生喜欢慢慢看再决定的
他说ｏｋ

过不久（转一圈）又再回头问，我就很不客气说决定了会ｃａｌｌ你下单的
我们只有两个人其实可以很快决定的，但也要给我们些时间看看啊。。。

后来上菜后一阵子才把水给拿来。。

我们观察周围，地方其实很大但桌子不多
其实还有空间加桌子的


也许我们只有两个人所以他也没有直接催我们
但很勤快收碟碗

是这样子的吗？


大概１０.３０我们就离开了
个人觉得ｌｉｆｅｂａｎｄ　是不错下。。。

fanduidang80

建议你去他们的全球总行投诉，比较受理。
你投诉去本地的，说不定处理你的投诉的人，就是那个赶你的人。贼喊抓贼

你可以去这里投诉： [email protected] 全球总公司

或者这里也行: http://www.hplhotels.com/feedback.php
负责管理马来西亚hrc的总公司

kfyap

樓主，說真的啦。。我看過了一遍剛才你們上面的那些來往回复email..

我看過了那個 hard rock cafe經理的回复電郵，我根本都感受不到他們的歉意，給人的感覺就好像是他們對待customer的service態度一點都沒有錯這樣，老實說我真的也看不過眼！真的是他媽的老娘的服務態度！

kfyap

樓主，還有一樣事情，這也是最重要的！

“你遇到这种情况，你只email给local 的customer service是没用的。。。本地的这些department的员工都是自己人，你send给本地在cc给外国的然后告诉他们hard rock cafe Melaka 在马来西亚是酱子对待他们的customer的”

就好像之前有一個朋友的建議，你真的要這麼做！因為你如果這麼做的話，他們這些malacca的hard rock cafe的員工包括那個態度囂張的manager才會怕嘛

ecu

你没看到他们的motto吗？Love All, Serve All，意思就是他们喜欢所有人，将会招待所有人；有多少人都要招待，至于招待得好不好是次要。

有些网友说他们一直催促，而且下单，收盘速度快，在我看来这是高效率的表现，没什么问题。

cpt123

谢谢每个大大的分享，其实我是直接投诉给他们的[email protected] 。 可是他们抱歉了过后直接DIVERT给马六甲BRANCH的,以下是他们的DIVERT前的HQ ANSWER。



Dear Paul,



Thank you for contacting Hard Rock Customer Care and for your feedback regarding your visit. We apologize your experience did not meet Hard Rock's usual high standards of service. We have forwarded your email to the General Manager of the Melaka Hard Rock for their review. They should be responding to you shortly.



Thank you again for your time and patience.



Sincerely,

       

Customer Care Team

[email protected]
(407) 445-7649
1-888-519-6683

Hard Rock International
6100 Old Park Lane
Orlando, FL 32835 USA


------------------- Original Message -------------------
From: [email protected] <[email protected]>
Received: 2/12/2013 1:45 PM
To: Customer Care; Customer Support; Hardrock Customer Care
Subject: Hard Rock Cafe worst Experience in Malacca

fanduidang80

那位经理以这样的语气来对待客户，一定要分行经理安排那位骂人的经理出来道歉才能罢休！

cpt123

其实我本身也是在TOURISM　LINE时常都有HANDLE这种COMPLAINT的，他们的回复我真的很无言，很像一直在DEFEND他们的KICK-ASS（厉害）SERVICE那样，完全没有意识要道歉。这种境况下我平时做都是道歉如果真的是我这边的SERVICE有问题和PROMISE会TAKE　ＮＯＴＥ，　我只是FEEDBACK给他们他们必须IMPROVE的地方而已但他们还是很保护和没想道歉或TAKENOTE的意思。真的无言了。他们的FEEDBACK BOX或者CUSTOMER SERVICE拿来干嘛！我不针对HARDROCK MLK。 因为这星期五朋友也约我再去。我只是希望他们能改善。因为他们是国际品牌，最少要有一下称的上STANDARD的SERVICE吗。。。。

ellein_ling

还好看到。原本还想去的。放弃啦

Cmponk

Nabe, kamlan, just tell him you havent finish lah!!! 身为马六甲人, 真的是有够 paiseh lo........ 不管你吃多久, 他们不能请你离开!!!! Customer service!!!!

1) They can never speak with harsh tone, wrong 8/10
2) If you had finish all your drink and food, they might ask u softly whether you can leave or not, but if you havent finish yet, just fuxx them off!!!! wrong 6/10

Cmponk

Tim2 发表于 13-2-2013 11:07 PM
公司的回信，还真的没有什么歉意的感觉

"we do not want to disappoint any waiting list guests not ...

If your nenepot not that big, go wear A size instead of D size, mother fuxxker!!! Stupid culture in Melaka, stupid restaraunt.

shos

不爽就下次表去？？

novice8

You were requested to move to the bar area to continue drinking as accommodate the diners who were here from far and near to have their turn to have
their meal and we do not want to disappoint any waiting list guests not to get their meal after waited for
too ...

其实当天那位manager有没有建议你们到bar哪里继续饮用饮品吗？如果manager没这么做是他失职了。。

SkyWalker707

我Complain了，这个是他们Reply：



Dear Sky,


Thank you for taking time off to email us your feedback on your dining experiences in Hard Rock Cafe Melaka. In Hard Rock Cafe Melaka, parties/groupies are seated after all the guests arrived at the host counter. My investigations on the night found out the same as that your comments that you  were given a table first to sit down while waiting for some of your friends to arrive. Your table were not full for 45 minutes and we advise you that if your parties are not here then we have to give the table to someone else. Do understand that we have to turn away hundreds of hard rockers whom are from near and far as they could not get in to enjoy the food, drinks and atmosphere. We are sorry that your friends unable to make it on time last time around, do drop by again on your next visit with your party and you get to enjoy to stay for at least 2 hours for dinner period and no limit for pub hours. Thank you and have a great weekend ahead.


LOVE ALL, SERVE  ALL


cid:39A91F6A17B2444296463E5C1ACC5DE0@RUDYTJUNGVAIO

Anderson K. Selva
General Manager

shin9899

所以, 旨在 serve quantity, not quality.......

Cmponk

SkyWalker707 发表于 14-2-2013 11:21 AM
我Complain了，这个是他们Reply：

Oioi, according to his comment, looks like you havent tell us the whole story, no more pusing here and there oh.

To me it's like you are reserving place for your friend, then after45 minutes, ur friend still havent come. If you are booking extra table for your friends, then is ur fault for doing that, they do have the right to take away that table, but they CANT take away the table u are sitting on.