Ijah and Poor Customer Service Again

Of recent times I have become adept at writing complaint letters. After the back to back incidences with Nokia (in)Competent Centre, EON Bank and Courts Mammoth, I resolved to pursue every bad customer service experience to whatever end that I can.

In recent times I had the displeasure of running into rude and condescending staff AND management of Crowne Plaza Mutiara Hotel (they merit a special standlone blogpost of their own, which I will do soon) and a slightly more refined experience, albeit still an uncomfortable one, with The Carat Club at Pavillion.

But what I am writing tonight is a specific experience with the Building Management of my apartment complex. As I have to protect my privacy and cannot reveal where I live, I can only reveal the general location.

I stay in Sunway, in one of the apartment complexes that are clustered in PJS 10. There are about 5 different complexes altogether, namely Ridzuan Condominium, SubangVille Ehsan, Damai, Makmur and Kayangan and all are supervised by the same Building Management (I don’t recall the name right now but the Tel no is : 03-56315984).

Before the incident today, we have had a run-in with the guard about a year ago. We are given a designated parking space complete with the number of our unit painted on the spot. One night, my sister came home to find a sprawling Perdana parked there. She then parked her car beside it at the visitor’s parking area. The next morning, her car was clamped! The guard insisted that she could not park overnight and she had to pay RM50 to get the car un-clamped. She then pointed out that another car was illegally parked at our spot and the guard should take off the clamp and put it on THAT car instead.

This argument went back and forth several times, with voices rising higher and higher. In the end my sister insisted on speaking to their supervisor – and of course they said no. After a while they agreed to unclamp her car though under much protest. Strangely they did not clamp the Perdana that was STILL illegally parked at our spot!! The car didn’t even have the apartment sticker so it should have not been allowed to come into the compound at all. Grr.

The next day upon coming home from work at about 7-ish, I saw the same car still parked at the spot albeit at a different angle. That means the owner must have gone out and then came back and re-parked at the spot. I called the guard and enquired why he allowed the car to park there.

He confidently said, this is the tenant of that unit so he has the right to park here. I blew up immediately. I mean, if you want to lie, at least find a smart lie. I said, why don’t you follow me to the unit now and we’ll see who lives there. I also pointed out that the car didn’t even have a sticker. I then took photograph of the car, told the guard to stand beside the car so that I could take his picture, and then asked him for his full name and IC number. He started to stammer and looked around nervously and then assured me that he would get the car moved out immediately. The next morning the car was gone. I haven’t had any problems with parking since.

Now, as to the incident that happened today. Last night around 11-ish, a guy came to our door and introduced himself as En Hamzah. He demanded entry into the house claiming that he wanted to check our master bedroom’s bathroom. Apparently his unit that is immediately below us is having leaking plumbing that he believes is caused by my bathroom. Of course my sister denied him entry. After all, he didn’t have any identification, just a crummy business card that says Hamzah (no full name) and two handphone numbers. No address, no company name, no nothing.

As I was going to work this morning, my sister gave me the card. I texted En Hamzah and told him that we would like to resolve this but if he wanted to come and inspect, he has to come with Building Management because we will not entertain any tom, dick and harry that suddenly come to our door. He agreed to come at 11am and assured me that Building Management will be there. I then called my sister to let her know of the arrangements

Around 11am, my sister called and said the Building Management guy, this Herman fella, wants to talk to me. He said (in a very condescending tone) there is no drain cover in our bathroom so the leaking pipe downstairs must have been caused by our hair and other alien matters that flowed into the drain. He then instructed us to repair it immediately or he will cut off our water supply by 10am tomorrow (May 6). I told him to hold on and attempted to explain that we are renting the unit and that our landlord is very particular about contractors. Therefore we needed more time to sort this out with her as she may insist on using her own plumber and I could not control what time the plumber could come.

Herman rudely cut me off and said it is not his problem and he doesn’t care if I am the landlord, or the tenant, or if the house belongs to my cousin (yes he said cousins) et cetera, since I didn’t have any drain covers I am to fix the problem. How, he doesn’t care, as long as it is fixed before 10am tomorrow. I then asked him for the estimates and he said he doesn’t know as it is not his job to fix the problem.

At this juncture, 2 things came to my mind. One, Herman is a jerk – he was not trying to solve the problem, he just wanted to push his weight around. Two, Herman is obviously not qualified to make any assessment whatsoever of the plumbing situation coz his diagnosis was a stupid one. So I decided to end the call by telling him that we will get our contractor to come in immediately. My sister then made the arrangements.

This was what we found out: En Hamzah had done new plumbing works in his bathroom that completely bypassed the old plumbing system. The contractor then insisted on seeing En Hamzah’s bathroom as he could not find any problem with ours. Guess what, En Hamzah said he can’t come. He claimed that we can only meet up at 6pm as he was working. I told him I needed to resolve this immediately as I didn’t want my water supply to be cut off. Then he said something that shocked me. He said that the cutting off the water supply is HIS OWN PERSONAL ARRANGEMENT WITH HERMAN (the Building Management rep). I expressed my shock and asked him how he could do that when there hasn’t been proper assessment of the cause and damage to the pipes. Then he said, and I will remember this, IT IS MY RIGHT.

My questions are:

1. If the problem has not been determined, how could a representative from BuildingManagement threatened me, in such a rude manner in fact, that my water supply will be cut? Wouldn’t it only be fair that an independent contractor is called to inspect both units and confirm what the problem is?
2. How could Herman and En Hamzah make the decision to cut off my water supply by 10.00am tomorrow at their own discretion? En Hamzah told me that it was “his right” to do that. Does a tenant have a right to demand for another tenant’s water supply to be cut off and why did the Building Management’s rep agree to this? The Building Management should have properly investigated the problem then act as a neutral mediator instead of siding with one party.
3. Is a tenant allowed to do their own plumbing works that bypasses the old main plumbing system without the consent or approval from Building Management? If yes, and this new system causes leaking or blockage to the old system, it is my opinion that we should not be blamed or penalized for it. The responsible tenant should bear the cost of repairs himself as well as the cost for inspection by the independent contractor.

I immediately called my sister and asked for the Building Management’s number. My phone call was answered by a lady named Izan. I asked to speak to the manager but she refused to put me through, saying that “saya takutlah” (I am scared). I asked her why would she be scared. I have a valid complaint and I should be attended to. So she should either put me through to the manager or I will go down to her office and kick down his door (exaggeration. I didn’t actually say that but you know what I mean).

She then gave me his name, but refused to give his full name until I raised my voice and told her not to fuck around with me. I got her to spell the name out (it was LOW TONG YOU) and she (reluctantly) gave me the fax number. I then proceeded to write a complaint letter, cc it to FOMCA and printed a copy to put in En Hamzah’s mailbox so that he knows that I am formally investigating this matter. I also text him to tell him the gist of the letter. My letter states that (I copy and paste from the actual letter):

1. If the problem is verified and confirmed to be caused by us, we will bear all cost of repairs and inspection and get it rectified as soon as possible. However since we are unable to inspect the unit below until later in the evening, I would like the Building Management’s assurance that my water supply will not be cut at any point whatsoever until we can resolve this problem amicably.
2. If the problem is caused by the tenant’s new plumbing works, I would take necessary and available recourse to get them to pay all fees incurred in the matter including the inspection and repairs, if any. Should the tenant refuse and/or delay the payment, I would request for Building Management’s assistance in ensuring prompt action is taken such as issuing them a warning letter and/or cutting off their water supply until all payment is made.
3. In addition to item (2), if the new plumbing works were indeed made without the consent or approval of Building Management, I would request for Building Management to take appropriate action against the tenant for abuse of shared services and inconveniencing other tenants in the block.

In less than 10 minutes my mobile phone rang. I was on the other line so could not pick it up. I returned call immediately and the person who answered (who did not give me his name by the way) said Mr Low would like to speak to me but he’s in a meeting. That is suspicious coz I returned the call like 5 seconds after it stopped ringing. He then said asked for En Hamzah’s number (I pointed out that I had put in En Hamzah’s number in the letter) and said that the Building Management will investigate this matter fairly and will be there to accompany the inspection by the contractor at 6pm.

At 6.52pm I called my sister to follow-up. She said BOTH En Hamzah nor Building Management did not turn up, citing that they have emergency meetings (both have emergency meetings on the same evening at the same exact moment. What an amazing coincidence). No surprise, right? The contractor then inspected both bathrooms. Here are the findings:

1. Their plumbing system was damaged a long time ago and not recently. The tenants claimed that the have complained to En Hamzah many times but he did not take any actions. They got very angry a few days ago when the spillage intensified and became smelly. It was only then that En Hamzah proceeded to talk to us and demanded for us to pay for the damages.
2. There were modifications to the plumbing and bypassing of piping. The original parts were nowhere to be seen.
3. There were cracks in the plumbing that could have been caused by the unit upstairs hitting the plumbing system during blockage, but the cracks also appeared to be old. As we have only occupied unit above in the past 2 years, such cracks could not have been caused by us.

Verdict? I’m supposed to pay for THESE?!! The problem lies with the unit itself. I then called En Hamzah. No answer. Of course. I then texted him the findings. No reply as well. I wrote a follow-up letter to Building Management, again cc FOMCA with a printed version stuffed into En Hamzah’s mailbox. The letter states (actual copy):

With the findings from the contractor:

1. We believe there are no basis for the claim ergo no grounds for us pay for any repairs or whatsoever to Unit 312C as so claimed by En En Hamzah. If he still would like to pursue this, we invite him to put forward his case to the Claims Tribunal and use whatever legal actions or means necessary for him to get damages to be awarded to him through the tribunal system.
2. With reference to above, we insist for an OFFICIAL APOLOGY from the Building Management and Herman for being rude and threatening to cut off our water supply based on hearsay. It is shameful and inappropriate for Building Management to resort to such tactics without even properly investigating the case and for having such poor customer service level. People like Herman should be re-trained or prohibited from dealing with tenants as he did not display any courteous manners or common sense. His behaviour was tantamount to harassment and showed great disrespect towards women.
3. We invite the Building Managemen and En Hamzah to appoint their own contractor to do the inspection if they would like to get a second opinion. But all future communications must be in writing so that it is properly documented.

I haven’t heard a peep from either En Hamzah or the Building Management since then. I consider that a victory, although an apology would have been more satisfying.

So? Customer service is STILL dead in Malaysia. Unfortunately, so is courtesy. People are rude and stupid when they speak when they think they are superior to others. Whether my mama taught me manners or otherwise, I have enough sense to know that things can be resolved without shouting or name calling. I wish more Malaysian would learn that. Or have that driven into their dumb skulls. But the night is young so this may not be the end of this drama. But at least tonight I scored a little victory and that is good.

Customer Service is Dead in Malaysia

I have always known that the customer service level in Malaysia is appalling. Now, mind you, I am in the service industry so I am not just some jack*ss who’s mouthing off simply because I’m having a bad day. Today I decided I have had enough nonsense and decided to write several letters of complaints. And much to my annoyance, the letters worked. It merely confirmed my suspicion that in order to get your complaints to be attended to, you need to do something dramatic like raising your voice, or threatening to write to the relevant authorities. Why can’t customer service people provide the service at the first place without waiting for the customers to turn red, blue and purple in the face?

Here are a few incidents, in no particular order. All these are incidents that actually happened to me in the past couple of months alone.

1. Nokia Competence Centre.

More like Nokia Incompetence Centre. I own a E90 phone, a ridiculously expensive but worthless piece of phone. One day without warning or notice, the microphone broke. Since I need to carry 2 phones at any one time, one being my business number and one personal, I needed to get the unit fixed immediately. I carry an AP licence. A quick check with my dealer revealed that the phone can only be repaired in a minimum of two weeks because of CNY and the fact that the parts are not in stock. Since I was headed to Jakarta, I decided to take the phone straight to Nokia and pay for the repairs myself instead of using the warranty. This was about 2 weeks ago.

First, I went to the centre in Sunway Pyramid. The shop assistant told me that they do not do repairs, and that I have to go to Low Yatt Plaza, Level 13 at Jalan Imbi. So far so good.

The next day I went to Low Yatt Plaza and discovered that there is no Level 13. I then called 103 to get the number of Nokia’s HQ service centre (“Nokia”) and the receptionist who answered the phone told me to get my butt to Plaza Berjaya in Jalan Imbi. I called again to ask if the part is available as I didn’t want to waste my time chasing an elusive microphone that is not in stock. She repeated her instructions in a bored voice, i.e. I have to come to Nokia and find out.

So I went to Plaza Berjaya. The centre is on Level 3 but there was no sign anywhere. I had to ask the security guards and shopkeepers to find the damn place. Upon arrival, I took a number and sat down. There were 5 customer service people (“CS”) attending to various complaints. One of the customers was getting very agitated and started screaming but the CS was unpertubed.

After about 20 minutes, my number was still not called. There were 2 empty counters. Sensing my growing impatience, one of the CS waved at me and asked me to take a seat. When I did, she took a look at my phone and said that I have to take a new number coz E90 owners are, apparently, priority customers. Sigh. Ok, so I went back to the ticketing machine and took a new number. After waiting for ANOTHER 10 minutes, the same CS called me to her desk. The thing was, her desk had been empty all along! Why did I have to take a new number and wait an additional 10 minutes?

I explained to her my problem and she proceeded to explain to me what AP warranty means. I cut her off and said I know what it meant and I had seen my dealer but I wanted the phone fixed asap so I was willing to pay for the damages myself. Without looking at my phone or asking me for my details, she asked me how sure I was that the mic was broken. I told her that the repair guy at the dealer had taken a look at it and confirmed it was the mic. Then she said that they have no parts and they don’t know when it would be coming, all this without checking her computer, making a phone call or consulting a technician. I asked her, if you place the order today, when can you get the parts? She said, I don’t know. She didn’t even bother to find out, she automatically said I don’t know. I asked her to check with her warehouse or her supply guy or technician, she then stood up and went into a room. About 2 minutes later she returned and said no one knows.

At this point I was already very upset. I then asked her what would be her proposed solution. She just looked at me blankly and then said, oh maybe you can go to BB Plaza and see if the Nokia there have parts. I blew up and told her, excuse me but I think you should call BB Plaza and find out first before shooing me off to another wild goose chase. She said, I can’t do that, you have to go there yourself.

Ok, this is the freaking customer service HQ and they don’t know if they have parts or otherwise? What the f***. I stood up and went to the sofa and called my office. I asked one of my subordinates to call (in my own words) all damn Nokia centres in the city and check if they have parts. 3 minutes later my sub called to say the one in Amcorp has the part and can repair the phone in two days, provided the job queue is not full.

I went back to the counter and said to the CS, if my people can find this information in 3 minutes and she doesn’t even have access to the full list of Nokia cervice centres in the city, why can’t you? She just looked at me. No apologies. No nothing. I asked to see the supervisor and she said they have no supervisor.

There you go. And they have the nerve to call themselves the Competence Centre?!!!!

In contrast, the service centre in Amcorp is owned by a dealer (N Mobile). I was attended to the minute I walked in, no waiting time whatsoever and when I explained my situation the first thing the CSP did was to check my phone and filled up a Repair Form. She then took the serial number, keyed it into her system and recalled my warranty information. After she finished inspecting the phone and filling up my details, she returned my SIM card, memory card and battery in a sealed ziplock bag with a service chit; and sealed my phone unit in another ziplock bag to be sent for repairs. After checking the job queue, she informed that the phone will be ready in 2 days. I spent a total of 7 minutes there and paid only RM50. When my phone was ready, I received a phone call to inform that I could come to collect it.

Moral? Shame on you, Nokia. Your CS people and its managers/supervisors should be fired or nailed to the lamp post as lesson to everyone else.

2. Courts Mammoth Home Delivery Service

On Feb 2, I went to Ikea to buy furniture. On our way home, Ina suggested that we pop by Courts Mammoth in USJ1 since it was having a clearance sale. I was about to receive my Wii so I knew I needed a new TV so I said yes. In the end I bought a JVC 14″ TV and a small SHARP microwave for my room, paid everything in cash and instructed for the electronics to be sent to my home. I paid the delivery charges, was given an invoice and delivery slip and told that it would arrive within 2 days.

On Feb 4 my sister told me that the goods haven’t arrived. I was about to leave for Jakarta so I could not be bothered and told her to just be patient. I came back on Feb 14. Imagine my surprise when there was still no TV or microwave! It’s been 2 weeks and no delivery? The store is not even 10 minutes away from my house!

So I called the number stated on the delivery list i.e. Courts Mammoth’s HQ. I was told to called a PJ number. When I called that number, the person told me to call the USJ number. I tried the new number no less than ten times but to no avail. I called the HQ again to ask if there is anyone else I could speak to. Without waiting for my explanation, the receptionist patched me through to the PJ number! Round and round we go. The same person answered, and in an annoyed voice told me to keep trying to call the USJ number. When I said I was not able to get through, she said brusquely “Just keep trying, we are very busy you know”, as if I have nothing better to do but call Courts in my free time.

After trying repeatedly I finally got through. The person in USJ did not leave me her name, but after I gave her the invoice number she said hurriedly that she would call me back. I asked her, how are you going to call me if you don’t know my name or my number? She went silent for a while, so I told her to take a pen and paper and write my contact details down. She said she would call me back.

After an hour there was still no call. I decided to ring USJ again. Same lady answered. She said they f*cked up my order (ok she did not use the word fuck but you know what I mean) and the products are now in the cash and carry warehouse and can I come and collect them myself? I could not believe what I was hearing. I told her I would not have opted for the delivery service if I could take the purchase home with me especially since I was in Jakarta the whole of last week. She stammered and said she needs to check with her manager. I asked her why she needed to do that since I am a legitimate customer and I have paid for the purchase AND the delivery? Why would I need her manager’s permission to get the products delivered to me? It didn’t make sense.

She spoke to someone over the phone and I could hear that someone insisting that I should come to the cash and carry. When she got back to the phone I told her that this was not my problem and as far as I am concerned, I want to products to be delivered, period. I should not be held responsible and be inconvenienced for an error that was on Courts part. In fact Courts should bend backwards to try to send the products to me as soon as possible. She said she would call me back.

Of course there was no calls and no apologies. Fuming, I went home, turned on the laptop, went to its website and wrote a complaint email using its feedback form. After writing the complaint, I hit Send and what do you know, there was a processing error. Of course there is. One would not expect its website to be functioning in tip top condition if its people are not. Luckily I had made a screencapture of the complaint letter so I pdf the file and sent it via email to its HQ, threatening (among others) that if the products are not delivered by 12pm tomorrow, the same email will be forwarded to Malay Mail, FOMCA and Securities Commission.

Then I made a drink and waited. Less than 15 mins later the HQ called to say that they received my email and this, ahem, misunderstanding will be attended to immediately. I told them there is no misunderstanding on my part, the error is theirs so they should do whatever they need to do to fix it. A few mins later, the PJ branch called to determine which branch took my order (despite me repeatedly telling them that it’s the USJ branch. I even put it in the email!). Then, voila, the USJ people called to say that they can deliver my products immediately (as in right away). I told them no one is home and I am at work so they have to come after 6.30pm. The delivery guy gave me his cellphone number and said he will call again at 6pm to confirm delivery.

So, it took a village and no less than 20 phone calls all around to get a small 14″ TV and a 23L microwave to be sent to my apartment that is not even 10mins away from the store.

3. EON Bank Customer Service Centre.

I own an EON Bank MOL Freedom Prepaid Credit Card. The main purpose for me to apply for the card was to do online purchases. I was involved in a long drawn credit card fraud before so I am very wary of using my normal credit cards for online transactions. With this card, I only load the exact value whenever I want to go online so no one can steal the card number and abuse it since it will literally have zero credit. If I run out of money it is just a simple matter of going online to transfer some funds from Maybank to EON Bank (EB). The premise sounds good and practical, right?

Ok, so here’s what happened.

On Feb 7 and Feb 10 respectively, I effected interbank transfers via maybank2u.com.my and the MOL website coz I wanted to have some ready credit for my trip to Jakarta. When I checked my account balance on Feb 11 i.e. the day I was supposed to check out of my hotel, much to my surprise both transactions were not credited into the account. Both transactions were recorded as “successful” in my maybank2u internet transaction history.

I called the EON Bank customer care (“EONCC”) on Feb 11 at 4.25pm to enquire about the transactions. I was being told that since my transaction was done on a public holiday, EON via MEPS would only clear the money the next day i.e. on Tuesday (Feb 12). I informed the officer that I was in Jakarta and needed to use the credit card to settle my hotel bills and purchase airline tickets on Feb 11 itself and requested to speak to a supervisor. After being put on hold for more than 30 minutes and despite telling the officer that it was an international call, the officer informed me that his supervisor refused to speak to me and that there was nothing they could do. I then asked for the supervisor’s name and was told that it is one Ms Kristina Malar (Team Leader).

I settled my bills with cash but I was worried and a bit upset over the missing money and the shoddy treatment by EONCC. Today (Feb 15), I checked my account and found that the monies are still not credited. I called EONCC again at 9.59am and was told that this was not their problem and that I was to call MOL Customer Care. I enquired why do I need to do that and the answer given was that it was not EONCC’s problem. I asked about the flow of chain of fund transactions so that I could understand where the bottleneck was but the officer does not know how it works.

I subsequently informed the officer, En Mohd Nazim that I would like to lodge complaint on 3 matters and would like to speak to his supervisor. The complaints were:

1) I am given the runaround and inaccurate information regarding my account that resulted in inconvenience, embarassment and financial difficulties. If the problem lies with MOL, I should have been given this information when I called on Feb 11.

2) I have previously requested for a Secure Code PIN. On Feb 7 I logged into EON Bank website to change the pin and was locked out. When I called EONCC I was told to call back during a work day. I informed En Nazim of this problem and he said he could not help me unless I could tell him specifically what was the error message given. I told him that the error message came up after I tried entering the code 3 times, however I could not remember what it was exactly. I was informed that EONCC could not help me then. No offer was made to re-issue the Secure Code or unlocking it, I was not offered any apologies either. I asked him to just re-issue the code since that would resolve the problem and he said no. He said NO, HE CANNOT DO THAT. No other options were suggested to me.

3) I also complained that on Feb 11, instead of assisting me, the EONCC officer put me on hold for more than 30mins despite knowing that it was an international call. At no point did the officer asked me for my name or contact no, the supervisor also refused to speak to me despite my direct request to do so.

Just like what happened on Monday, En Mohd Nazim refused to put me through to his supervisor, claiming that he has many bosses. When I told him that I am writing a letter of complaint to bring up EONCC’s poor customer service level to the authorities, he quickly gave the name of one Mr Wan Iskandar (Team Leader).

I subsequently called MOL and was informed that there was a problem with their servers hence the transactions had to be done manually.

So what do I do? I sent a complaint letter to FOMCA. Of course EONCC called me back. En Mohd Nazim called me at 11.58am to inform me that MOL is taking care of the problem and it has been resolved. I had to laugh. All these happened AFTER I had suffered the runaround and had to make many phone calls to find out what happened to the transactions; and, more importantly, after I spoke to MOL and MOL resolved the problem. Not only EONCC was completely unaware of what’s happening (thus blaming other things like it’s the public holiday, it’s MEPS problem etc), they were also the last to know. In other words, everyone and his grandmother knew what was happening before EONCC has a clue.

Until now I have not received any apologies or explanation from EONCC or EB. I am also upset with the fact that I will be saddled with an enormous mobile phone bill due to EONCC’s lackadaisical attitude towards customer care and their breakdown in communications  with their own freaking SUPPLIER. They should have known of the problem from the very beginning. How can several secure servers (plural, yes) that are used for massive online transactions be down for more than 2 weeks and no one knew about it. Saying “It’s not our problem” is not an acceptable explanation, so is putting a customer on hold for more than 30mins only to be told that the supervisor refuses to attend to the call. Why should I be made to pay? So, I am effecting a consumer tribunal complaint to demand EB to pay my phone bill. It would easily run up to hundreds since it was a roaming call. Well, even if it was only 20cents, it’s the principle that matters.

There is a lesson in all these. I don’t mean to raise my voice, or go to such dramatic lengths to get my cases to be attended to. While I am not exactly the most patient person in the world, I’d like to think that I am fairly reasonable. If a problem in outside one’s circle of influence, I know enough not to create a scene. But, don’t give me such bullsh*t response like “It’s not our problem, it’s _________ problem” or “I don’t know” coz it’s their job to know and to find out. Service oriented organisations should have a Shame Board (instead of just the Rewards Board) and name individuals that have failed in their tasks to provide an acceptable level customer service (let’s not even talk about exceptional level of customer service). If they improve, keep them. If they throw a fit and start giving excuses, all the more reason why they should be on the Shame Board. If they leave, they would have done your organisation A FAVOUR! These 3 are not small organisations, they are public listed companies with thousands if not millions of customers. They should buck up and take responsibility. Isn’t this part of good corporate governance? If this weren’t Malaysia, I would have gone all Republican and demanded the resignations of the Managers in charge.

Think about that.

Ijah, OUT (hungry and still a bit pissed)