We have had a spate of complaints from readers complaining about poor service from banks, phone companies, cable television and credit cards. A recent case involved a reader who left Hong Kong in November last year and informed CSL he would no longer require its services. However, CSL continued to debit his Amex card. He sent them three emails over six months all of which went unanswered.
When our reader sent his complaints to Lai See, we passed them on to CSL. They subsequently got in touch with our reader and, after about three days, agreed to refund him the HK$16,653 they had charged him after he stopped using the service. In an email to our reader, CSL wrote:, "Thanks for your time and effort to share us with your valuable feedback, we truly treasure customer feedback."
CSL got back to Lai See with the following comment: "1O1O reached out and held cordial discussions with the customer. After the discussion, CSL notes that the customer did not terminate the service through the right channels. Hence, 1O1O did not receive his notification to terminate the service," a view with which our reader disagrees. "However, due to the good faith of the customer and mutual understanding of the situation, we have agreed to refund the charges." Despite the recent "cordial" discussions with CSL, his impression is that it was only the prospect of unfavourable publicity that prompted CSL to act with its recent alacrity.
The Ivey Business School (Ivey Asia) and the Women's Foundation (TWF) recently announced the four winners for the inaugural TWF Ivey Executive MBA scholarships for outstanding women candidates. The scholarship programme was launched in April to help build and promote a pipeline of women for senior executive and non-executive roles in Asia. The four winners are Cora Hui, software development manager at BMO Financial Group; Elizabeth Li, business manager, vice-president at JP Morgan; Janet Chung, platform development and strategy department, Hong Kong Exchanges and Clearing; and Frances Wong, co-founder of Maze Atelier.