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users will use this mover again.
Hi Mr Cooper,
Thank you very much for returning my call.
We would like to apologize again on what happened during the delivery of your shipment.
This has been escalated to our management for review.
We appreciate your feedback as this will help us to improve our service. Together with the management, our operation and quality executive will look into this matter to have corrective and preventive actions for all crews to adhere
and to avoid this kind of situation to happen again.
With regards to your bicycle, we will arrange handyman service for proper assembly and we will absorb the cost for this. I will wait for your confirmation on your preferred schedule.
Should you require further assistance, please let me know and I will be more than happy to assist you.
With kind regards
Bennet Landayan
Senior Customer Service Exective
Dear Ms Meyer,
My name is Nita Ng and I am the General Manager of Singapore.
Through MoveAide, I receive your feedback on your recent move with us and I thank you for sharing it with us.
I have reviewed the whole incident and understood that due to the time constraint, we could not proceed with the repairing of your table in Singapore before it is being shipped to UK. My team has shared with me that they have assured you that we would pay for the repair of your desk at destination. Unfortunately, there was no written confirmation that this would be the case and the purpose of us writing to you is to confirm that this would be our responsibility and to reassure you that we will bear the cost of such repair.
If it helps, we would be requesting Gerson, the booking office for their assistance in looking for an appropriate repair company or specialist who are familiar to the nature of your desk and to proceed with the repair of your desk. They will bill back the repair fee to us. With this arrangement, I hope it will relief any further inconvenience to you and trust you will find this arrangement acceptable.
As I am currently on business trip, I have looped in Yvonne Tay, Sales Director to follow on this on my behalf.
Meanwhile, should you require any further assistance, please do not hesitate to let us know.
Lastly, our apology for the inconvenience caused.
With kind regards
Nita Ng, GMS
General Manager
Dear Mr Alessandra
My name is Nita Ng and I am the General Manager of Singapore.
MoveAide has flagged your comment to my attention as you have placed a comment that you will not use our services again. From your comment, I have taken notice that the cause of such comment would have been to the damages occurred to your shipment.
As it is important for me to identify the main root of the cause, would you be able to provide more information on:
• How extensive are the damages occurred to your furniture?
• Can you provide us a list of the damaged items?
• Were all your fragile or breakable items arrived in fine condition?
• Have you taken GPP coverage with us?
We would appreciate if you could provide photographs of the damaged items, if we are not imposing any inconvenience to you.
We also understand damages occurred to shipment would happen during the shipment is on transit due to the movement on the sea. Nevertheless it is essential and is part of our process to review quality issues whenever we receive feedbacks pertaining to this area.
Because our office is close for National holiday from 7 August through to 10 August, we will only be able to review and do our findings when our business resume on 11 August. Hence there may be a delay in reverting to you with our findings.
Much appreciated.
Best regards
Nita Ng
Hello Rajesh
Hope all is well
I am writing with response to the feedback we received with regards to the boxes that were unattended despite that you have satisfactory with the team
We have investigated and attaching a delivery order to confirm that 90% of the boxes were unpacked. The leftover of 10% were asked to leave for self-unpacking, unfortunately this was not indicated on the delivery order which we cannot verify.
We are happy to send our team back to finish up the unpacking if this would help you with settling down.
Let us know of your thoughts and we appreciate you sharing your feedback with us which is important to our services.
Our normal working hours are from Monday to Friday from 9.00am to 5.30pm and Saturday from 9.00am to 1.00pm
Best regards
Yvonne Tay, GMS
Sales Director
Dear Mr Lazimy
My name is Nita Ng and I am the General Manager of UniGroup Relocation in Singapore.
Thank you for sharing your valuable feedback to us and we appreciate it greatly.
We are sorry to learn that you have found our service less than satisfactory. I have reviewed this whole incident with the team involved in your move along with my QC personnel especially they have not performed their duties accordingly. We want to assure you that this is not our standard quality of service extended to our clients.
Our QC personnel and Ops Manager will take the opportunity to review the current operation process and to re-train the team is our immediate action which we will be taking. This will see that they will be managing the moves or relocation of our clients as seamless as it is our goal to see we are focused on delivering quality service – to every customer, without compromise. Making the team to understand each relocation is different and unique hence it is even more important that they perform their role well.
With accomplishing the above, we will have the corrective measures incorporate on future moves and I will make my team fully aware of the consequence for not adhering to such measures.
I have been informed that there is a pending item which we have not resolved it ie the crack on wall is not professionally repaired. Can we arrange a handyman to come by and get this rectified?
As part of our service recovery, we like to extend either 2 hours handyman services or half a day general house cleaning service. Once you have responded with your preference, we will make the necessary arrangement accordingly.
Please be rest assured that your feedback will be shared with our Shanghai team too.
On behalf of our organization I apologize for the inconvenience caused.
Best regards
Nita Ng
Hello Eveline
Thank you for your feedback addressing your concern with us.
Steven and I had met you during the packing and addressed your concern of the packing team. That particular crew has unusual behaviour which we do not face similar encounter before with him, it is unfortunate to happen during your move.
We have already isolated this crew and consulting is on-going for him.
We have shared the same with the Embassy informing them of our action plan.
We thank you for your patience with us and apologies for the inconvenience caused to you and your family.
Best regards
Yvonne Tay
Sales Director
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Dear Nita,
Many thanks for taking out the time to speak to me today.
Appreciate your kind offer to provide us with a rental table to tide us over the interim period.
Thank you so much, and I’m in a much better frame of mind towards you guys after our conversation.
Regards,
Vinay
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Dear Mr Vinay
My name is Nita Ng and I am the General Manager of UniGroup Relocation in Singapore.
Thank you for sharing your valuable feedback with us and we appreciate it. Through MoveAide and understand that you have commented that you would not be using us again. Hence I am writing to you to find out the reasons as it is important to us to find out what has transpired which resulted such unsatisfactory scores.
I look forward to hearing from you soon.
Lastly, our apology for any inconvenience caused.
Thank you
Best regards
Nita Ng