Sunday26 Aug 07
It took me 40 minutes to place an order for home delivery from Pizza Hut. I called twice. Thrice, actually. The third time only because my sis insisted. By then I was already filling in a feedback form on their website, and was looking into alternatives for dinner.
The first time I called, I was placed in the queue. Waited for 15 minutes, despite the automated system saying I’d be served within six to ten minutes. That’s still alright. I gave the customer service staff my contact details. After a second she went, “Err, ma’am, I’m sorry to inform you that the outlet closest to your place is under renovation. So we cannot do any eat-ins, takeaways, or home deliveries” to which I replied that I wouldn’t mind a longer wait if they had to dispatch the order from a different outlet. I could count at least four Pizza Huts around Orchard Road, so I couldn’t see why they couldn’t deliver. But she said it just wasn’t possible. I retorted, “Isn’t the whole idea of having a home delivery system so that customers are not bounded by the location of the outlets, so that it is not necessary for us to come down?” She went quiet, then said that she would get her supervisor to call me back immediately. I said it wasn’t necessary. She said, “Don’t worry, I will get my supervisor.” which doesn’t in fact answer anything.
12 minutes later, I rang them up again, after having received no phone call. Again, I was placed in the queue, and after some waiting I decided it wasn’t worth it. Then my sis came in, and intent on getting Pizza Hut pizzas, she tried the phone again.
After a long wait… she was served. She passed the phone to me, and again I told the customer service staff my address. She started, “Ma’am, I regret to inform…” I interrupted her mid-way. Explained that I had previously attempted to order. She went, “But you see, our system cannot work in that way.” I asked why. She couldn’t answer, and so I went on, a hint of frustration finally slipping in. “Look, I can very easily just have given up and not wasted all my time and efforts in trying to order a simple pizza. But what you’re saying now… I can’t understand. I don’t know how you do business. Rejecting customers? Not that it’s your fault, but I had greater expectations of Pizza Hut. Can you get your supervisor on the line please?” And she mumbled a soft “Hold on, please.” Her voice was nervous, scared. The poor girl, she doesn’t deserve this. I was watching my watch. I waited. Silence. For more than a good ten seconds, which, on the phone, seems like quite a long time.
The line cracked. “Hello?” - it was the same girl still. I was all ready to give up, and forget about getting pizzas.
“Err, ma’am, I can now proceed to take your order.”
“So all of a sudden, everything is alright now? Am I going to get my pizza?” By then my voice had incorporated in that one single tone a minor scoff, a bit of scepticism, a chuckle and relieved sigh.
“Yes, ma’am, it is ok now. What would you like to order?”
Heh.