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SCMP Reporter

The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it...

A reader bought a Nokia 6280 mobile phone at a PCCW shop this month and almost immediately started having problems with it.

'I tried three more new mobile phones (the same model) at the same retail shop the next day, but all of them failed to function properly,' he said.

'I then contacted Nokia Hong Kong for a replacement of my out-of-order 'new' phone. However, both the Nokia shop  (in Mongkok) and the company's customer service hotline manager at Nokia refused to replace it.

'I waited for two days but there was still no positive feedback from Nokia Hong Kong. Everything  they told me was vague and did not help to  solve the problem. All they would say was I had  to wait.'

After a Take Action inquiry, Nokia Hong Kong has apologised for the inconvenience and replaced the mobile phone.

A recent patient at Canossa Hospital in Mid-Levels wrote to complain about a noisy and unhygienic renovation on her floor during her stay there this month.

'In addition to the normal hospital clatter and chatter there was the bang of hammers and chisels and the buzz of saws while they replaced their old pipes,' she wrote.

'This is a wonderful hospital with cheery and dedicated staff, but I wonder if there are not sanitary guidelines they should be following for their renovations.

'The work areas are open to the occupied corridors of the hospital. Filthy workmen push noisy open trolleys of building debris, including old sewage pipes, down the same corridors that doctors, nurses and patients are using, even on the surgery floor, where I would expect the highest standards of hygiene would be enforced.

'I spoke to nurses, my doctor and the customer service representative about this, and they seem completely non-plussed about the hazards of an uncovered sewage pipe in their corridors.

'Needless to say, the hammering and sawing also was not very good for their patients' welfare.

'I renovate hotels for a living and we would not allow a floor of rooms to be occupied with this sort of construction, and we may even close off the floors above and below the construction.

'The construction site would be completely sealed off from the guests so no dirt would be tracked into the occupied areas.

'You would think especially in light of Sars, a hospital would take more care to protect the health and comfort of its guests than a hotel.'

A Canossa spokeswoman said the patient was moved to another floor following her complaint and that the renovation was never as bad as she described.

'I've explained to her that our renovation work was in progress and an apology was given for the inconvenience,' she said.

'Initially, she was admitted to the 3rd-floor ward. However, since the 4th floor was [less noisy], I proactively arranged another room for her on the 4th floor.

'In respect of the sanitary conditions, it was not as poor as the client described.

'The work areas should not be open. They should have been screened off. However, the workers were reminded again to carry out their jobs properly, and must always comply with our hospital's instructions and guidelines to them.

'In particular [they were reminded], when transferring the old sewage pipes or building debris that stuff must be covered properly. Relevant notices of 'Renovation Works In Progress - we apologise for any inconvenience caused' have been posted up in the hospital's public areas and the patients are informed of the events by our staff when they perform the registration procedures at the admission counter.

'Moreover, we'll instruct the workers to suspend noisy tasks for a certain period whenever necessary. We always regard clients' safety as a top priority.'

Every now and then, we run complimentary comments from readers about good service rendered, such as this one about exemplary help offered to an MTR Corp passenger who lost his wallet.

'I dropped my wallet, laden with cash, credit cards and other personal items, on an MTR train recently,' wrote George Dovas, of Causeway Bay.

'I discovered the loss when I alighted at Causeway Bay and approached the station staff.

'Before my conversation with them was even over, I received a phone call from the Admiralty MTR to tell me they had my wallet. It had been found and handed to them by one of their staff. My wallet was returned to me, without anything missing.

'I would like to thank the staff at Admiralty and Causeway Bay for their professionalism and care. Furthermore, I would like to congratulate the MTR Corporation. This is testament to efforts of its management to build a professional, well-run organisation.'



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