Hi friends, Im have my fair share of case study with them as a service consumer. My ROM's on 25th July, AD is Jan 25th 2014.
The story is as such : My fiancee and i signed up on 19th May 2013 @4588 (b4 gst). So we requested extra stuffs like rom dress/suit on top of the 4588 package to tide thru my ROM event. Knowing the port folio of CL photograhy, we signed up.
Solemization Dress/suit fitting
When fitting of the rom dress/suit On top of that, I was persuaded by our consultant G(currently on maternal leave) to sign up another $168 photo package, which was promised to us 10 X
edited photos from the photoshoot. It took place at their studio on the same day of ROM (Photoshoot AM, ROM PM).
During Aug, We were scheduled for mid Oct photoshoot. From then on, no news were heard until End Sept/Start Oct to go down for wedding gown trying for my fiance, suit for me. We were too busy with our work schedules and were like omg, 2 months later ROM and 2 weeks before photoshoot, u expect us to settle everything? . That's not the end, how abt my ROM photoshoot pics ? lost for 3 mths ?
We understand that our consultant is on maternal leave, but isnt there some proper handover/take over between the consultants ? or we just have to swallow whatever they gives us ? Consultant M replaced Consultant G and took us through 1st wedding gown/suit selection
The start of the nightmare
1st wedding gown/suit selection @ level 3, - we realised that there weren't as fantastic as those displayed at level 1. I dont really feel that the gowns were very well maintained for some in terms of colouration. Some even looked like those "exiled" items out for show; to make up the numbers. One man's meat is another man's poison; May be you will like it. Photoshoto dress/gowns and AD dress/gowns chosen, time for the kua. Consultant M went to level 2 to take the kua while we waited at level 3. We were told that the place has only 1-2 pieces of M-sized KUA. 1st thing in mind: like real. Out of the 2, we chose the better 1. We didnt see the whole rack of kua as we trusted their skills in selecting. On top of that, we didnt know where were the racks for kua. Customer LL. Needless to say, Consultant M had a piece of my mind. I cannot deny she's doing her job. But as a consultant, she's not going far enough to provide the service. All were SOP.
Something is not right.
After going back home for our After Action Review discussion, my fiancee sensed that something is not right. We're paying not a small amt for our photoshoot and we're getting alot of grey areas. We decided to request for a retry on all the gowns and kua. Arrangements were made for retry on all items and then we enquired on our ROM photos which were long overdued. We were directed to Consultant M and was told that they could only do it during weekdays, 1pm. We were like "Hello? i need to take leave, travel through all the gantries just to decide on the edited photos? are you in the right state of the mind?" Agitated, I requested to talk to another consultants. This time round, i was redirected to Consultant S. I explained to him abt it that it is not feasible and he agrees to it. He rescheduled it to the same day as 2nd fitting of altered wedding gown/suit selection @ level 3. He also requested us to sit in with the photographer (Photographer T, also our rom photographer on july 25th)
Next phase of obstacles arrived. Chinese : 一波未平,一波又起
Retrying of gowns/dress/kua
Day of retry, my fiancee called me to tell me that consultant M was on MC. But when i called back zwed to ask if consultant M is on leave. Puzzled. I was told consultant PRC will be standing in. Retrying of dress/gowns were sop. Smarter, we did all the retries at level 2 , until the kua. We said the kua cmi. Cannot be whole Zwedding so big, only left 2 kua. Unfortunate for consultant PRC, we found the whole rack of kua and to our surprise, there were so many newer pieces in plastic suit cover. We took the newer pieces to try and gotten a newer set of kua with better workmanship. There goes nth, another piece of my mind went to consultant PRC. Finale, after all the retries, consultant PRC said she will check out whether the item has been reserved and will update me tomorrow. I told her off, saying i want that set. LL, reserved for my fiancee
. In my mind, is it necessary for her to check the availability of the kua using 1 day of time ? isn't each set of item tagged and easier to check ? That shows how good the administration was for accountability.....
2nd fitting of altered wedding gown/suit selection (just yesterday - Sunday 6th OCT)
We were there with my MIL today evening after our Flea market @ lucky plaza for the trying of the gowns/dress/suits. We sat down with photographer T to discuss and finalised ur 3 locations. SOP. Then comes to trying of altered items -Overall altering of length/wasit is ok. Many parts of the dress/gowns needed alot of touchups, too many flaws. KUA was the 1 i forced them to reserve for me. My suit wasn't properly altered. Remnants of string after repositioning of buttons were let loose and not trimmed awy.
Along the way of trying our items, I was told by Photographer T that the 10 pictures cannot be selected today. *shakes head. I told him that my In-laws are here just for it. Cannot be right, waste their time here and u tell me your sad story. On top of that, the schedule has been tied down with Consultant S. LL, Photographer T went down to sort out their in-house problems. Then T came up again, said after all the fittings, we can go down to select.
Completing the quest of fitting the altered items, we went to level 1 to select our ROM photos. T was not around during the selection, even though i was told he should be so that i can let him know the touchups.
Nvm, this time rnd i was entertained by 6th contender, consultant L. L showed us the photos in her macbook. We were told a total of 37 pics were selected and touched up by the professionals and if we were interested, we can take all 37 pics home @ a good price of 488 for remembrance. Our natural reactions were hell no, show us the samples 1st.
The 1st thing was to scroll through all the 37 pics. omg... not nice. hell no, pictures all were not touched up. Disappointed, we asked L what's wrong with all the pics, not edited. Some of the backgrounds were damn jialat, i think i can do better photography with my samsung s4. Giving the benefit of doubt to photographer T since he's not around, we told L that consultant G (maternal leave) had promised us that the 10 pics were to be edited than given to us. not in this state. My MIL was present and not impressed. How malu. L said she will check with G and get back to us. See, waste our time again. Bad for us. I flipped through both the 168 and 4588 items listing. All didnt state that photographs given will be edited before passing back to us. That goes to our album too. How grey the thin line is. Before leaving, we asked abt consultant PRC and M on our mua for photoshoot. We said that we wanted MUA V to follow us. But they said all of their MUA is occupied and they cannot do anything, without introducing other MUAs to us. Hello? Is that how u tell your customer ?Your company so big, no mua available? My instant reaction was, no mua, i postpone my photoshoot. I told them off, , I feel that the service level we are getting is not impressive. It is more like i need to call them to chase them. So should i be getting paid for doing their job? Initially we were told that we can confirm our mua on our 2nd appointment. Mumbling between themselves, they told us have mua, but need to check on availability of mua AC. mua V is senior mua, AC is mua. So do i need to deduce the amount of consultancy charges ?
Hanging somewhere, now both my fiancee and I are disappointed that no doubt we need to do our fair share of homework on wedding planning, such gaps in our knowledege would need to be adviced by the consultants. The day i would know everything is 1) i google every single thing on the internet which i dont have the time and luxury to do, if not is 2) i get all the experiences from all the negative stuffs after my wedding preparations.
From the bottom of my heart - I hope that those who engaged Zwed, good luck. Not all will have a smooth path. Be focus. Do not get praised by their flowery words. Between the fiancee and fiance, if you feel that something is not right, please sound off instantly. Think through and then decide. Your signature and credit card/cash is mightier than anything.
Not saying that all of consultants are bad, just that i am having my fair share of hopping-consultants and just how many patterns they can exhibit. I might not be a customer who is always right, but i am still a customer. I entrust you to do up my fiancee and I's wedding photo portfolio etc but this is how it is going towards. Many might say oh it's your fault, u didn't do homework, search for reviews etc. Yes, i agree. But i am not a wikiepedia, i am not God. Like i've said, the only day i know everything is when i am the internet, or im married and been there done that.
This coming from a guy might not be digested by many. Take it with a pinch of salt, every individual's level of customer satisfaction varies. What i went through might only be the tip of the ice berg and more to come.
I will update you guys soon. Sorry for the long ink. I just really wanted to share this
Mr and Mrs Ng
