Hi there,
I would like to draw attention to the following statements in your website.
"We will go the extra mile to ensure that your property and facilities are well maintained efficiently.
Trained in handling feedback from owners and occupiers, our team will deliver sound advice upon analysing issues and where necessary carry out prompt rectifications to ensure the safety and pleasant living or working environment of the owners and occupiers.
We are very selective in hiring our staff and place emphasis on continuous staff training to broaden their knowledge. This enables them to provide a high level of quality in their services rendered to our customers."
from http://www.newman-goh.com/web/keyservices/propertyfacilitiesmgmt/tabid/74/Default.aspx
I am a member of one of your tenants in your property titled "XXXX Building". It appears to me that none of your staff care about going extra miles, nor care about the "pleasant living or working environment of the owners and occupiers."
My below correspondance, spanning from February till today, is evidence that there is no:
1. "extra mile to ensure that your property and facilities are well maintained efficiently."
2. "very selective" "in hiring our staff"
3. "prompt rectifications to ensure the safety and pleasant living or working environment of the owners and occupiers."
If you peruse my very mild and comprehensive history below of encounters between myself and your property management company's staff, you will find that the performance of said staff does not in any way live up to the expectations that have been set by your website.
I wonder, is a full day's worth of 8 office hours too little to send an email to tell a tenant that his concerns have been heard and will be addressed eventually? Bearing in mind that said tenant has had a complaint lasting 3 months since May.
Each time, I have offered my assistance at every point to your guards, to your building management staff, and to your property management staff. And it is never taken up. Nobody cares what I think or thinks it might be a fault of the property's management. It also seems that nobody ever will, unless you are the exception.
So, surely you see why Newman & Goh is not highly regarded in the property & facilities management sector, as many people with knowledge of your company I have recently queried have reflected.
To summarise: none of the people who deal with their tenants so far in your company have been "dedicated", "dynamic" nor display qualities befitting "professionals".
I therefore look forward to receiving an answer from you on this account. I would also like to offer my services to rewrite your company's web page to more truly reflect the actual quality of your company's efforts. As you know, today, actual user experience is everything and nobody cares about marketing promises, which in this instance, is plain bullshit. Eventually, somewhere down the line, someone will care about your company's public relations and image. I hope that it is you.
Your shareholders might not care but someone somewhere, will, who has no stake in your company other than being a potential beneficiary of the collective social responsibility that your company is obliged to discharge.
yours very sincerely,
Vincent.
From: Vincent
Sent: Saturday, February 13, 2010 8:38 PM
To: info@newman-goh.com
Subject: RE: Quartz Industrial Building
Dear Sirs,
Can you advise me on who is the management in charge for Quartz Industrial Building?
Warm regards,
Vincent
On 19 Feb 2010, at 8:25 AM, Newman & Goh Property Consultants Pte Ltd wrote:
Hi
The property executive in charge is Wendi Lim. She can be reached via email: wendilim@newman-goh.com.
regards
Nessie Chua
Newman & Goh Property Consultants Pte Ltd
75 Bukit Timah Road
#05-06 Boon Siew Building
Singapore 229833
Tel: +65 6256 9333 ext 156
Fax: +65 6251 2028
Email: info@newman-goh.com
On 19 Feb 2010, at 11:04 AM, Vince wrote:
Dear Wendi,
I got your contact from Nessie Chua.
I have some queries regarding the parking system at Quartz, am wondering whether you can help me answer some of them?
Warm regards,
Vince
From: Vince
Sent: 20 February 2010 17:40
To: wendilim@newman-goh.com
Subject: Re: Quartz Industrial Building
Hi Wendi,
Thanks for giving me a call. As mentioned, I'm not looking trouble anyone, especially not least the very hardworking security and site manager.
But after both security guards and site manager repeatedly say that there's nothing they can do about the malfunctioning carpark entry system ("it must be my car/it must be my cashcards, we are not carpark attendants"), I thought it was high time to escalate the matter to the property owner and see if the carpark management/maintenance contractors have anything to say about it.
I've had to have the security guards reset the system for the entire of December, January, and February, every time I come in on Saturdays and Sundays, and sometimes in the evenings of weekends. Several of these occasions are noted in the security logs. In some instances, even after resetting, I was not able to come in to park.
I'm always prepared to pay whatever charges the building management wants, and while I've applied to be on the waiting list for tenant carparking, I understand that lots are limited and hence each tenant only gets two.
However, if I can get to come in whenever I need to (paying all necessary charges), without having to bother the guards or the site manager, the problem would be satisfactorily resolved.
The goal of a carpark management system is to manage parking, not to frustrate tenants, who have urgent duties to attend to, am I right?
Warm regards,
Vince
On 24 Feb 2010, at 11:11 AM, Wendi Lim wrote:
Hi Vincent,
We refer to our conversation last Saturday.
Please allow few days grace period for the contractor to check and revert before we could advise you further.
We thank you for your feedback and understanding on this matter.
Please contact me at 6256-9333 ext 136 if we may be of further assistance to you.
Thank you.
Best regards
Wendi Lim
Newman & Goh Property Consultants Pte Ltd
On 02 May 2010, at 12:31 PM, Vince wrote:
HI Wendi,
Thanks for getting back to me last time. I trust that you've had time to talk to the contractor and indeed, for the past one or two months since, the system has worked perfectly.
But over the last 3 days, each time I tried to enter the carpark, the same problem has again cropped up. The card cannot be inserted into the slot, and the security guard has to be summoned to open up the kiosk cover, and reset the system. Thereafter, the system works fine.
Words have been exchanged between us. One particular guard suggests that the problem must be a faulty card.
But if the problem is a faulty card, why does it always work when the system is reset? Further more, I have tried more than 1 card in these situations - no other card works, because the system simply does not allow a card to be pushed in.
Furthermore, the cards work perfectly fine in my car card reader. And further more I have observed that I'm not the only isolated case, as I have seen other drivers summon the guards to the kiosk for the same problem.
I've noticed that his problem seems to happen during periods of low traffic, such as during the holiday weekend, where it might be hours before the next car comes in with a need to use the system.
Do you think the contractor is able to do anything about this? Once again, I'm not trying to launch a complaint, only to help resolve the situation.
Warm regards,
Vince
On 05 Aug 2010, at 8:57 AM, Vince wrote:
Hi Wendi,
Are you still with Newman-Goh? I have not yet received a reply since I last emailed in May.
You may wish to note that just 10 minutes ago, I tried to exit the carpark at Quartz Industrial Building but could not. The security guard tried to imply that my car was the problem and that I had somehow managed to enter the carpark without using a valid card in the first place. I politely asked him to pull up the security camera footage instead of accusing me of improper conduct but he prefers to believe that my car can pass through a solid barrier than the carpark system is at fault.
If the carpark system at Quartz is so infallible, why is it that the other security guard raised the barrier for me without asking what happened. And also, if the carpark system is so infallible, why is it that the barriers for the unloading bay are permanently raised now? Is it not because they are awaiting repair?
I have been quite patient and polite so far but this time I must insist that you give me a proper response.
Either fix the carpark system or instruct your security guards not to insult the tenants who are at their mercy. Mind you, I do not enjoy having to summon them each and every time I have a problem with the carpark system.
It cannot always be my car that is at fault if even the loading bay system has broken down permanently!!!
Warm regards,
Vince
On Thu, Aug 5, 2010 at 9:57 AM, Vince wrote:
Hi Wendi,
I want to add that this extraordinary treatment from the guards is really wearing me down. I spend more than 100 hours each week in this building for work and dealing with their rude dismissive remarks whenever the carpark system cocks up really takes the cake.
I have tried getting out of my car, and walking up to them to politely ask them to open up the gate. And all I get for that is "your car is the problem" or "your card is faulty" or "how did you come in? the system is saying your card has error. you must not have come in legally"
The best part is, on Saturday, when I tried to put my card into the card reader, the entire mechanism fell backwards into the box! Needless to say, I reversed, drove to the unloading bay and parked there instead, as I was sure the guard would blame me for it.
It is making me see red every time I have to argue with the guards.
Would appreciate if you could give me a call at 811 20 111 to discuss why it is okay for them to be rude when I have done nothing to offend them. Am I supposed to leave my car parked at the gantry, block traffic and chalk up carpark charges for nothing?
Warm regards,
Vincent Wong
from Wendi Lim
to Vincent Wong
date Thu, Aug 5, 2010 at 10:18 AM
subject RE: Quartz Industrial Building
Hi Vincent,
Please be informed that the car park reader for the entry of the loading / unloading is currently down. The company does not have ready stock hence they need to order from oversea. As such, the replacement work would take approximately 6 weeks.
In regards to entry and exist for the season parking, you may wish to know that the maintenance contractor had checked and confirmed that the system is in order during their last visit in May 2010. Nevertheless, we would ask them to carry out a thorough check in their next visit.
We hope the above clarifies matter.
Thank you and have a nice day.
Best regards
Wendi Lim
Newman & Goh Property Consultants Pte Ltd
On 05 Aug 2010, at 10:28 AM, Vincent wrote:
Hi Wendi,
Unfortunately this does not clarify the matter in any shape way or form. In fact your reply makes it worse. As you can see when I last emailed you, in May the system was already not in working order - to the point that I am motivated to email you. How can they then report to you that the system is in working order? Who ensures that the maintenance contractor has done their job properly?
Again I point out that I have seen many cases of drivers who have to summon the guards to open the gantry for them. That was in May, the month in which they last reported it to be in working order.
Can I ask what I am supposed to do about the rudeness from the guards until the next visit?
Warm regards,
Vincent
---------------
Edit: 6 August, 11:37am:
Well, a full 24 hours later, there is no response from Wendi.
Perhaps she should be a rocket scientist or a neurosurgeon instead? Property management and dealing with tenants clearly is not her forte.
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