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dear all, have you come across this??? below an article sent to ST forum by my friend on a true incident that happened...please give your precious comments and views...and spread this peice of information to all our netizens...
Yesterday at 10:57
I am a Singaporean. I live here, i work here, i have spending power. I am proud of my Country and patronize the latest attraction whenever there is one in Singapore.
How common is it for us, at any point in our lives, to lose our wallets, or have them stolen? We usually make police reports after the incidents and the SPF will tell us to use our passports and the police reports until we go on to obtain a new NRIC. This happened to me.
As a Singaporean, i am interested in the development and growth of the country, as the Casino at RWS opened on 14th February 2010, i felt that i ought to visit the new place. I visited the Cage (place where we pay the levy) on 16 February 2010, as i had my wallet stolen, i brought my passport to the Cage. I was told by a Ms Sok Yong (asst manager) that in addition to having my passport with me, i needed to have my police report as well. I felt indignant about it initially as i wondered what is the value of our passports when it is used for international travels, and the SPF told us that it acts as our NRIC in the time being until we have obtained my new NRIC? I questioned on this, and was told that the passport, together with the police report, would enable them to create a temporary pass which can be scanned. So the crux of the matter lies in the cards being able to be scanned. Ms Sok Yong also told me if i needed to put up a feedback or complaint, i could do an online feedback. I felt strange about this because how many aunties and uncles who may potentially be facing the same problem as me actually know how to go online give their feedbacks? Shouldnt the frontline staff be actively giving feedbacks to the management since they see such cases often enough? I left the place dejected, but i understood why, as indeed it is reasonable to have a copy of the police report as verification that my NRIC was indeed stolen.
I decided not to return on the same day, however, i bore in mind what to bring the next time i came by.
On 28 February 2010, i returned to the Casino, with my passport and my police report. Again, i was denied entry by the Cage Manager, Mr Kelvin Khuan. I queried on the matter and he explained that when Ms Sok Yong told me instructions on what i needed to bring to be able to gain access to the Casino they were "Closing one Eye". Mr Khuan told me that the Government gave instructions that only with the NRIC will a patron be allowed for access to the Casino. I questioned on why in the space of less than 2 weeks, the rulings changed and it is not published so that patrons will know exactly what to have and what are the special cases? Mr Khuan told me that in the first place, they were only "Closing one Eye" when they allowed for passports and the police reports as access to the Casino. I also queried Mr Khuan on in the first place, why did the staff at the Cage not even inform us of the correct regulations or the changes in rulings. He simply said "there is no need for us to publicize these changes in rulings". Mr Khuan also gave the analogy of:"For instance if you lose your NRIC and you made a police report, you will obtain a copy of the report. If you threw the report away, you need not get a replacement". I interpreted as: "A copy of the police report is worthless". I left the place visibly upset and frustrated as Mr Kelvin Khuan merely kept repeating the "Close One Eye" situation. I will never patronize the Casino ever.
This is very disturbing and confusing for me, a patron. The staff were informing me different versions of the rulings. I am now not sure if indeed the "Closing one Eye" ruling was made by the Authorities, or simply at the whims of the Cage Manager or Asst Manager.
On both occassions, i was told to give feedbacks at the customer service or to do it online. I am wondering if RWS Casino is trying to accumulate sufficient numbers of complaints before sensible steps are taken to enable unfortunate patrons who have honestly lost or had their wallets (thus, NRIC) stolen and do have valid police reports to verify the loss?
Is a copy of the police report as worthless as seemingly described by Mr Khuan's analogy? If so, what is the point of us making a police report?
It also seemed to me that as a Singaporean, i am treated worse than a foreigner who can simply enter for free with their passports. I am willing to pay the levy, it so happen that my wallet was stolen and i have not applied for a new NRIC due to personal reasons. This brings us to the next question.
Is our Singapore passport together with our police report insufficient to simply gain entry to the Casino? If there is a worry that it may be a fake case, isnt there online system interlinked with the SPF to enable the staff at the Cage to retrieve and confirm that the patrons have indeed been unfortunate victims of theft? Afterall, Security ought to be of paramount importance for the RWS Casino isnt it?
I am not satisfied with Ms Sok Yong or Mr Kelvin Khuan's level of service, understanding of patrons' situations as well as explanations.
I seek clarity and better explanations from the Management of RWS Casino on the poor level of service and knowledge of their staff who have on 2 seperate occasions, caused distress to their patron.
Ms ******* ****
whEn U r rIght! nO 1 remember ! ! !
bUt . . .whEn u r wrOng ! nO 1 fOrgEt ! ! !
*SIGH* wAt cAn i sAy...y_me_? ? ?
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Appalled at RWS Casino Staff at the Cage
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01-Mar 2010 Monday
4:42 PM (5171 days ago)
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