05 May 2010

SPCA confusion

05 May 2010

The SPCA is great and all, taking in strays and whatnot, but seriously, their administration and ‘customer service’ could use some work. Love their doctors though.

As you may know, both our cats are formally adopted from SPCA.

Cat #1: Shcamper. Not yet neutered since he was still a ‘teenage’ kitten when we picked him up. The neutering fee should be free as part of the RM100 adoption fee. Called them to see if we can walk-in or schedule an appointment and the lady on the phone flat out said that they don’t do neutering. Told us to go to the Kembiri clinic instead. And we did, but the guy told us that actually SPCA cats should be neutered by SPCA back at Jalan Kerja Ayer Lama. Since we were already there we might as well proceed, with an additional RM50 donation for the procedure.

Cat #2: Chewmil. Spayed by SPCA but still shows signs of heat. Called SPCA to get her checked out but the girl on the phone said they don’t tend to adopted cats after one month of adoption. Like lepas tangan only right? Will most likely have to spend another RM100 for another procedure at Kembiri. Poor girl.

It would have been great if these people behind their desks would take the trouble to explain to people exactly how and what the process is. If there’s going to be just one month of support, at least say so in the beginning. I don’t know if these people are there just for the job or for the cats, but please lah, be more emphatic with the people you deal with.

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  1. JL May 5th, 2010 7:12PM

    Looks like there is “gap” between SPCA’s value delivery and customer’s expectation. Maybe you can suggest to SPCA to bridge this gap or implement a service recovery program.

  2. Ayin May 7th, 2010 4:36PM

    Sounds like deja vu! Make that many deja vus o.o

  3. myuu June 4th, 2010 9:08AM

    that sounded very academic JL. đŸ˜›

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