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Customer Service in Davao City

If you live here in Davao City, Philippines or if you read many sites, you will read a lot of complaints about customer service and trying to get a problem resolved about something you purchased. If you buy something in the Mall, you need the receipt and can only exchange the item within 24 hours. At times, the different people you need to see as you go up the management ladder and then waiting for them to get off of break can lead you to just walking out, cursing under your breath, and just think who you can give the defective item to, or toss it in the trash.

In the past I have written about the good service I received at the restaurant Bigby’s and also the good service at the Chevrolet Service department that is the service center for Kia.

In the past the cheap desk chairs we had bought lived up to the price, they never lasted. The last one we had was a desk chair with a five spoke plastic base. The castors did not roll well and one day, one of the spokes broke and I ended up on the floor. We went and looked for a better constructed char and found a nice one at the Costco type warehouse store Makro in Bankal. The chair was the type where the back had a nylon mesh that allows airflow so you do not sweat, the base had five metal spoke’s, it has the hydraulic height adjustment, a padded headrest and an adjustable back for leaning. The chair is comfortable and the price was good. They had a 20% sale and the chair only cost around 3000 pesos ($63.00). We bought the chair and I had enjoyed it for about two months. The other day, as I leaned back a little, the spring tensioning unit broke and the backrest and I went over and to the floor. I complained again about Chinese substandard products.

Friday, I was going to go find a hardware store to find a nut and plate to try to make the unit work, but decided to go to Makro and take a look at how it is setup. While there I met up with John Ross, the floor manager that assisted me when we purchased the chair. After talking for a while, the floor workers went looking for possible spare parts, but he asked me if I could bring the chair back to the store to see how it broke. He asked if I had the receipt, I told him probably not, but he can see the sale on their computer and he remembered me.

Well Saturday morning, Elena and I put the chair and the parts into the car and headed off. At the store I met up with John Ross and after a little looking, he found the spare tension unit and sent a clerk with me to bring in the chair from the car. With my assistance, they removed the broken pieces and reassembled the new pieces. When it was done, they helped me out to the car and to put it on the rear seat.

Later in the day I ran into a friend and he also mentioned the good customer service there. I usually do not shop their often since I had noticed some items are equal or a little more expensive than elsewhere, but for specialty products and customer service, I think they are one of the best in town. They do not carry everything but they have many needs for the home including a food market area.

With the friendly nature and customer service, I want to thank John Ross and Michael from the Customer Service Department. Their friendly personality and the service they showed me will not be forgotten.

11 Responses to “Customer Service in Davao City”

  1. Evelyn says:

    oh that’s good to know ..
    thanks for the info..
    i’ll shop there when i’d have the chance to visit davao once again..hehehe

  2. Evelyn says:

    and my hat’s off to john ross and michael for helping you…

  3. Richard says:

    That sounds like a good place to buy furnishings when my wife and myself move to Davao in the next 5-6 years. we already have property there and are planning on building in the next 3-4 years. We will be going to Davao in the next few months. We really hope to meet you and your wife.

    • Bruce says:

      Richard,
      I would not shop there for furniture, and would do some price comparisons before buying there, but for the customer service, a little extra in price is worth it.

  4. Gene says:

    Hi Bruce,

    As I had told you on the phone, a friend of mine in our town also had a chair break on him like that. He had bought his at Puregold in Angeles.
    The store manager assisted him in much the same way as you discribe. Most of the stores seem to be pretty good with customer service as long as you talk to a “manager.” Regular employees at most stores have little interest in service of any kind. Either that or they don’t know how or what to do or just can’t be bothered.
    Hope the fix on your chair will last. The floor is a hard place if you land the wrong way…

    • Bruce says:

      Gene,
      It is nice to hear about good customer service. One Expat group, at the end of each meeting we go around the table and anyone who had good customer service or a resturant where service and food was good can pass that info to all.

  5. passerby says:

    The laws are there for consumer protection but filipino’s are really shy or does not want to argue thus placing there bad purchase as just bad luck, but in the US some consumers abuse the law on consumer protection one example is if a person throws a party and needs tables or chairs just for that occassion they would buy it then return it the day after tsk tsk it really boils to the person abusing and not using the law on consumer protection.

    • Bruce says:

      Passerby,
      I know about returns in America. People will by clothes and hid the tag, wear it one and return it the next day. There was a store thatwould take back returns even if torn or damaged. That is wrong, but here if you by something that breaks or does not fit, especially if a gift and cannot return is wrong too. With all the low quality goods from China, people are losing their hard earned money.

  6. Matt Harnest says:

    EXCELLENT website!!

    Matt Harnest

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