23/03/2022
When some customers accused Vimo Services of rudeness, not understanding enough, or being inflexible.
Scenario 1
Customer: What if I am late, when is the latest time I need to inform you?
Vimo: The ride is likely to be forfeited as we have already reserved the time slot and vehicle for you. There is no "What if". We suggest you use our app to book our services only when you are certain of the time of leaving. We will guarantee you a vehicle.
Customer: Like that, you get free money, Leh?
Vimo: We have already reserved the time slot and vehicle for you. We have to pay for our driver's services. We strongly suggest you book our service when you know the time of leaving. Our mobile is able to accept 40 minutes of advance booking.
Customer: You are so greedy and inflexible.
(After that, 1 star review on Google)
Scenario 2
Vimo Driver: Oh. the wheelchair has a seat belt. You should always put it on for the wheelchair user
Customer: We never use it, even with other companies. Not even our daycare transport.
Vimo Driver: It means for the safety, it does not take much time.
Customer: It is OK. it is only a short distance. You can drive carefully and slowly right?
Vimo Driver: If that's the case, I will leave without you as it is A-MUST to put on the seat belt when you are traveling with us.
Customer: You are so rude! Start taking video of the driver when he is leaving
(After that, 1 star review on Google)
Scenario 3
Vimo Driver: (on Whatsapp) Sir/Madam. I am on a tight schedule. I have to leave after just 5 minutes of wait
Customer: Coming down
After 7 minutes. Vimo Driver: Sorry. I have to go now. Please re-book if u still need our service
Customer: Wrote a lengthy email or WhatsApp and asked for a refund, despite being late.
(After that, 1-star review on Google after failure to get a refund)
Scenario 4
Customer: I wish to cash out from the app wallet.
Vimo: OK. it will be at 95%. as 5% was deducted to pay to the payment processing company, Stripe. If you are ok with 95%, we will do it now or by today.
Customer: Why not 100%?
Vimo: We are ok to absorb the 5% if you have used the credits on our services. Since you are not going to use the credits, we cannot absorb the 5%. These have been stated on our terms and conditions. Don't worry, we do not take whatever that's not ours.
Customer: I am going to instruct my bank for a chargeback.
Vimo: We are allowing a refund. It is just 95% of the amount, and 5% is paid to Stripe, not to us. A chargeback does not work this way
Customer: OK OK LAH. 95%.
(After that, 1-star review on Google after failure to obtain 100% refund)
Scenario 5
Customer trying out our app, booked and canceled after assigned with a driver. Account suspended
Customer: My account got suspended. I don't know why
Vimo: You booked and canceled a ride. Ours is a LIVE system and no testing is allowed on the system.
Customer: Oh I don't know that.
Vimo: There was a warning message before you click Book. and there were 3 steps before you activate a booking.
Customer: Oh I don't know that.
Vimo: Sorry. We cannot unsuspend your account.
(After that, 1 star review on Google)
Scenario 6
Customer: I don't know what time my mum can discharge. how can I book?
Vimo: Our app offers advance booking of minimum of 40 minutes. This will allow you to book our service when you are certain your mum can leave the hospital
Customer: But the hospital never tell me what time?
Vimo: Did you ask and tell them you are booking a transport home? Maybe u can tell them and they can give u a discharge time. Or just use our mobile application to schedule a ride when your mum is able to leave the hospital.
Customer: Then my mum has to wait for 40 minutes?
Vimo: Usually, we do not need 40 minutes to reach you. By stating 40 minutes is to manage your expectation better.
Customer: We are not going to wait for 40 minutes.
Vimo: We cannot send a vehicle just to standby for you.
Customer: You are not customer orientated! so rude!
(After that, 1 star review on Google)
Scenario 7
Customer: I am booking wheelchair transport, and i want a van with hydraulic lift.
Vimo: If you need a van with hydraulic lift, please choose the correct vehicle type on our app.
Customer: No i am booking Standard wheelchair transport and i WANT a van with hydraulic lift.
Vimo: Mdm, we do not promise you will be getting a van with hydraulic lift when you book Standard Wheelchair Transport. But you can be assured that all other drivers have many years of experience of managing wheelchair users up on a sturdy ramp. Before hydraulic lift vans get popular, everyone else was relying on sturdy ramp to travel around.
Customer: i WANT a van with hydraulic lift.
Vimo: No. We cannot and do not promise you.
Customer: You dishonest! Cheater!
(After that, 1 star review on Google)
Scenario 8
Customer: Can I make a booking?
Vimo: Yes, you may do so from our website or mobile app
Customer: Cannot do through the phone ah?
Vimo: No. We find it inefficient and error-prone. all our bookings are done through our system. We save more on operations so that we can charge less on your trips.
Customer: Why u so stupid one? I dont know how to use the app.
Vimo: You may get a family member to assist you or You may approach other companies. We believe most of them still allow phone booking.
Customer: You are so rude. You are pushing me away!
Scenario 9
Customer: Can I pay by cash for advance booking?
Vimo: We only allow credit/debit card payment for all advance bookings.
Customer: Why so inflexible one? What about paynow?
Vimo: We are working to integrate paynow as one of our payment methods, as for now we only accept credit/debit card payment for advance booking.
Customer: U hor.. so inflexible company.
(Customer go and book with other wheelchair company and ended the jobs were offered to Vimo)
Scenario 10
Customer: I am going to be late for pick up. Can you wait for me?
Driver: My schedule is tight. I will try to wait for as long as possible. Please try to be on time.
Customer: You know see doctor we always don't know the timing. Just wait for me ok?
Driver: Like that, for the next customer I will be late, I have to go when I need to go.
Customer: You all so inflexible and like to cheat on my hard-earned money
Driver: U late also my fault?
Customer: Why u so rude?
(After that, 1 star review on Google)
Scenario 11
Customer: How much is 2 ways from home to hospital?
Vimo: Our advance rate is $21-$45 per way. You can get your own quote from our mobile app
Customer: Can you just tell me the price?
Vimo: As we do not know the pickup and destination, we are unable to give u a quotation
Customer: from 123456 to cgh
Vimo: We do not know when you need the service. we strongly suggest you get your own quote from our mobile app.
Customer: Never mind. You are not customer-orientated.
(Customer go and book with other wheelchair company and ended the jobs were offered to Vimo)
Scenario 12 (updated on 21 Sept 2022)
Customer: Does your wheelchair service come with oxygen?
Vimo: No. (Disappointed). It is free, from the air.
Customer: Explain
Vimo: (Disappointed) never mind lah. go book medical transport or ambulance better.
Customer: Dont joke can?
Vimo: You joke first leh. wheelchair taxi comes with oxygen?
Customer: Never mind. everyone will know you
(Customer wrote to Stomp. and Vimo Services went viral. Everyone cursing and scolding Vimo. With only a handful of people question the Customer books a taxi and expect it to comes with oxygen supply?? Anyway our Singapore Media is best at twisting words in the favor of the complaint.)
Hope this cheers u up a bit after reading.
