Does SBS stand for Stupid Bus Service?
Okay I have been meaning to write this in my blog for ages, but somehow due to the gravity of the issue I wanted a dedicated time to fully concentrate to it. Since I am still pretty free at work now, I have decided its time. Here goes.....
Two weeks ago, I joined RP and was issued a temp staff card to use until my actual one is ready. Like anyone would do, I placed it in my wallet. That day itself, I boarded a bus and horror of horrors the validator that reads your ezlink card reflected an error message when I tapped my wallet on it. Mr Bus Driver then stood up and asked me to take out my ezlink card. I took it out of my wallet and tapped it, wahla! It was working fine....... Then nightmare begins.......
Mr Bus Driver (MBD) den demanded me to take out the other card in my wallet. I was befuddled as I was not sure what was the problem. MBD said there is another card in my wallet causing the error message. Well, I thought it had to the the temp card from RP since its the only new thing in my wallet. I took it out and showed him and said it could be this card but I only use it at work to get into the office. He then swiftly took it (I swear they must have been trained) and tapped it. True enough the error message showed up again. The next thing he said totally blew me off. MBD said for these cases he has to retain the card causing the error and went on to issue me a reciept. I tried to reason with him and said it was used at work and the card even has Republic Poly printed on it. It fell on deaf ears and I was getting wierd stares from the other passangers since our dear MBD has decided not to drive off until the inquiry is settled. Finally MBD said if I have any questions I can call the hotline number printed on the reciept.
Sighs........what can I do at that time, I just swallowed it down. The next day I rang up the number and the customer service girl was friendly and nice enough, she did help me trace my card and all and told me that my temp pass can actually be used as an ezlink card (much to my surprise of cos). Hence, the error message when the two cards are tapped together. I told her I did not know that and I wanted to know how I can get the card back. She told me it was at Bukit Merah Bus Interchange and I could go there to get it. It was this point when I got really mad. Why should I inconvenience myself because of this? I told her no and that they should send the least they could do is to send the card back to me by registered mail. She then said she has to check on it. To cut the story short, there was a few ding donging of phonecalls and there was a couple of ridiculous points raised to support why they cannot send the card to me.
1) I should not have tapped the two cards together hence its my own fault
My reply was I did not know the temp pass was an ezlink card but even then, I already told MBD that it was used at work. He could have just simply told me not to tap the cards together in future and not retain the card.
2) They usually DO NOT return retained cards to their owners
Like WTF!!! Already I am not sure if they have the right to take other people's property. Now that they found out there is nothing wrong with my card (ie. I did not tamper it to cheat SBS of bus fare) they still cannot return the card to me.
3) Its not their procedure to send cards back by registered mail, they can make an exception to send it by normal post
Its so clear they want to release themselves of responsibility. The actual words were, if it gets lost in the mail we will not be responsible for it. And what's with this obsession with procedure? If there is no procedure for this den make one! SBS has no procedure to spend $2 on registered mail to send stuff back to customers they wrongfully confiscate. Duh!
4) Its unfair to the other customers if they sent it to me by registered mail.
This is be far the worst argument. Other people accepting their "reasons" does not make it the right thing to do. If they want to be high handed and retain people's cards they should have the PROCEDURE to return them safely should there be found to be no problem with it.
I told them to send me an email citing all the reasons why they cannot send the card back by registered mail. After on final check (with some higher being, I suppose) she finally said they can send it to me via registered mail. FYI, the whole dingdong took a week!
In Singapore, people from all walks of life are so indoctrinated that there is always some procedue to follow and some law or regulation they must uphold. Many times to the extend its so absurd yet those in it no longer see it. I should not have let MBD take my card in the first place. He or SBS for that matter should not have the right to do so. If they think I am frauding then call the police and they can take actions against me if they want (even what the police can or cannot do is subjective). The next time something like this happens I will stand my ground and uphold my rights. I hope the rest of you will too. Oh yeah I am going to write to ST Forum, I hope it gets published!