ikea installation service

[ktatlarge]

P.S, I've posted this before but it was removed. administrator removing this post, at least have the decency to state why we shouldn't share experiences, good or bad.

I'll like to share my latest experience with Ikea. I'm going to be as factual as I can and leave it as information for those that's considering engaging ikea for their delivery + assembly service.

We stay in a HDB flat and decided that more storage was needed quickly therefore Ikea.
Selected the Besta wall cabinet series and engaged the delivery + installation service (subcontracted to a local logistics company PSC).
It costs 1/5th of the purchased item but I thought to save us the trouble, we'll go with it.

Made myself available on a Wednesday morning and the cabinets arrived promptly at 10am. The installers asked where I would like to wall mount the cabinets, had a look a the wall (which is a standard HDB wall) and proceeded to assemble the furniture quickly. There was an electrical duct on the wall which I had to tear up so that the cabinets can go up which I thought, ok, that's going to ruin the paint but the cabinets will cover it so I wasn't terribly concerned.

Nightmare begins.
The workers started to drill on the wall, after 1 hole, the guy said the wall is too hollow and unsafe to mount the cabinets.
I was surprised. Reasons being:

1) There is already an existing shoe cabinet and kitchen cabinets that are wall mounted in the apt (same type of wall). These hold alot of stuff so they are bearing a lot of weight.
2) This is an original HDB wall, 80% of housing in Singapore is HDB. If the product wasn't suitable for HDB apts, Ikea should have made that explicit to customers to save us the pain. I can't imagine that to be the case though, they run a value, mass consumer type business, 20% of the market wouldn't make business sense.
3) The installers should have 'tested' the wall before beginning with the entire installation and given me the impression that it was ok for me to tear up the electrical duct and ruin the wall.

After discussion, (i suggested using a more robust wall plug instead of the cheap plastic 'red' ones) the workers insisted it was 'unsafe' and did not want to bear responsibility, packed up their tools and left. Leaving me with this mess (see picture http://img35.imageshack.us/img35/116/dsc0004pf.jpg ). I was told to speak to the customer service officer. Did that, and was told to wait for a recommendation from Ikea. After a while, they called back saying that Ikea said it 'should be ok' but recommended the use of a more robust 'butterfly' type plug (which i had suggested before).

I was even more surprised and asked, 'shouldn't someone from ikea come down to have a look before sending another team over?" Response was, "No it's ok, we will send our expert team".

?!! what was the team before then?

Anyway, I went, "fine". And it was agreed that the installation will happen at 6p.m the same day. Went out for my meetings and received a call at 4.30pm from the 'expert' installation team.
"Can we come up to do the installation now as we are near the area?". I was halfway through with my meeting, therefore said no, I will be home at 6pm as agreed.

The reply I got was, "Aiyah, so Leceh! (meaning troublesome in Malay)" and hung up on me without another word.

I was still staring at the phone in disbelief when another call came in and it was the customer service officer. "Hello, err you not at home issit?" Can you pls. make sure you will be home at 6 pm sharp? I said, sure thats what I've committed to and therefore will be there.

Rushed home after my meetings and was back by 5.50 p.m
No show from Ikea at 6pm. Waited till ard 7.10pm, annoyed, I gave a call and asked when will the "expert team" arrive? I was then told, 7.20 - 7.40pm.

Fine. I'll wait.

At 830pm, stomach rumbling, totally annoyed, I gave up waiting and left for dinner. Up till then I still wasn't contacted by anyone from customer service. I had to call customer service the same night, to give them feedback and had to call again the next day, even had to hunt down ikea's customer service number (apparently, I was speaking to the subcontracted installation company before) before I was finally given some attention. And even then, ikea tried to refer me back to the installation company!

Anyway, to make an already very long story shorter. The service I received was appalling, totally disruptive and came as an absolute shock. I had expected so much more from Ikea.

I wish anyone that is considering their service, the best of luck and my advice would be to pray hard that all goes well!
Personally, I will use a local carpenter from now on, never mind the wait. Much more robust quality, fully customized, and probably cost the same.

BTW, I had to live with the mess for 2 days! Anyone with similar experience pls. share, we can all learn from it.

[ksl]

Your gripe is unwarranted, you can take your goods back to Ikea any time within the stated period and get a full refund. Now tell me where else in Singapore will give you that service?

You are obviously unaware of your rights and going about it all the wrong way. Contractors that put the stuff up normally have the experience of what they are doing, however, you could be unlucky in Singapore because many locals do not have the experience of building work so would have no idea at all, how to locate the solid section behind the wall.

If its a plaster board wall, then not even your butterfly raw plug will hold long term, it may last for a month or two depending on the weight.

It needs to be fixed into the solid framework of the wall, not the plaster board. Here's a video showing the frame work that is behind your wall, so they need to locate the 4X2 inch wooden frame, and it needs to be fixed to that, not the plaster board.

There is nothing at all wrong with Ikea, but the people that work for them is another matter, though you can always return the goods like i say. Though I understand your frustration, I'm lucky that i am a DIY guy! and have worked construction too. This is a dry wall, But HDB probably use cinder block, if that is the case a butterfly raw plug will be fine.
This is probably your type of wall
http://www.ehow.com/how_5977549_put-dry ... block.html



http://www.wonderhowto.com/how-to-cut-d ... ds-233633/

I wish anyone that is considering their service, the best of luck and my advice would be to pray hard that all goes well!
Personally, I will use a local carpenter from now on, never mind the wait. Much more robust quality, fully customized, and probably cost the same.

I have yet to see a local tradesman do a good job anywhere here in Singapore, So good luck with your carpenter. You can look at the leather thread of the Sofa's made out here and you will see what i mean!

So your gripe isn't about Ikea, so you need to be very careful, as they could have you in court for defamation quite easy if they wanted, and that's probably why the posy was removed.However it has nothing to do with them, but the contractor which are Singaporean are theynot?

Nuff said, back to square one, the lack of expertise and the reason why foreigners have to be in Singapore, to show the locals how to do it right!

[sundaymorningstaple]

ksl, you might be barkin' up the wrong tree. From the supplied photo, it's an older HDB unit an the walls appear to be concrete block. IF that is the case, then it's a good possibility that the block have started to "rot" and the fact that they have hollow cores doesn't help. As far as the kitchen cabinets are concerned, the are most likely mounted on a load bearing wall. The photo shows the load bearing portions of that wall and the filler area which is where they were trying to mount.

[ksl]

ksl, you might be barkin' up the wrong tree. From the supplied photo, it's an older HDB unit an the walls appear to be concrete block. IF that is the case, then it's a good possibility that the block have started to "rot" and the fact that they have hollow cores doesn't help. As far as the kitchen cabinets are concerned, the are most likely mounted on a load bearing wall. The photo shows the load bearing portions of that wall and the filler area which is where they were trying to mount.

Well I'm not really barking up any tree at all, other than saying its not Ikea's fault!

And that a photograph is really nothing to go by at all for others to make any judgment. Like you say it could well be rotten concrete, its hardly Ikeas fault! There could be a 101 reasons, so let the carpenter do it, they will also get the bill for it. Still nothing to do with Ikea

[ktatlarge]

I am not blaming ikea for a potentially hollow wall. The issue is about customer service that was appalling in this experience (coming late, poor attitude from the subcon that have been approved by ikea, delayed responses from the subcon AND ikea to rectify the matter).

If both parties (ikea and subcon) were sincere in apologizing for the poor service, and showed that they are doing all they can to rectify the problem instead of pushing you back and forth, it would have made an unpleasant experience a lil more bearable.

As far as service is concern, Ikea has to bear full responsibility. They vetted and appointed the subcon.

Latest update, Ikea has agreed to remove the furniture from my flat (date to be confirmed) and do a full refund.

I will have to make myself available again during office hours for that and another day again for them to rectify the wall (if they are going to do it).

KSL, wrt to the subject "foreigners here to teach the locals how to get it right. That's a whole different issue and appreciate if you go start your own thread. I'm sure you'll get quite an interesting discussion.

[ksl]

I am not blaming ikea for a potentially hollow wall. The issue is about customer service that was appalling in this experience (coming late, poor attitude from the subcon that have been approved by ikea, delayed responses from the subcon AND ikea to rectify the matter).

If both parties (ikea and subcon) were sincere in apologizing for the poor service, and showed that they are doing all they can to rectify the problem instead of pushing you back and forth, it would have made an unpleasant experience a lil more bearable.

As far as service is concern, Ikea has to bear full responsibility. They vetted and appointed the subcon.

Latest update, Ikea has agreed to remove the furniture from my flat (date to be confirmed) and do a full refund.

I will have to make myself available again during office hours for that and another day again for them to rectify the wall (if they are going to do it).

KSL, wrt to the subject "foreigners here to teach the locals how to get it right. That's a whole different issue and appreciate if you go start your own thread. I'm sure you'll get quite an interesting discussion.

You are quite right of course, it is very frustrating and I sympathise with you. I'm also sure their are many locals that take more pride in their work than others, I just wish I could encounter them, which is also very frustrating when you pay to have a job done, and end up having to do it all over again oneself.

Don't let it stress you out, its not worth it!

Look at my sofa picks and think of my reaction too, but I just chilled and took it in my stride knowing it would eventualy get sorted and the customer service was a nightmare too and I really did want action, though my main point was to high light the defamation in Singapore is quite a serious claim, it doesn't go well to mention names at all, unless you can prove it. Good luck anyway, happy to see its getting sorted, arrange for them to come on your day off.

[x9200]

I am not blaming ikea for a potentially hollow wall. The issue is about customer service that was appalling in this experience (coming late, poor attitude from the subcon that have been approved by ikea, delayed responses from the subcon AND ikea to rectify the matter).

Get use to it or better say develop ways to workaround this kind of situation because what you experienced is very typical of 99% of local companies whether internationally based or not.

[nakatago]

So, don't get mad.

Get even.

[ktatlarge]

annoyed but not mad. thought it's impt that others benefit from this experience. Often brands create an impression of credibility and trust (easy enough to do) but fail to deliver. It's impt that consumers are fully aware before deciding on next step. That's one reason why forums exist anyway...for me at least.

[x9200]

Yes, clear, but do understand, and I do not mean to discourage you, what you experienced is really typical and if I follow suggested way of "consumer reporting" I would need to write to this forum practically after every single interaction with a local company. Even SMEs with Westerners on top are often affected - they acknowledge the problems but are simply unable to find ppl to provide services up to the certain standards.

[ktatlarge]

Sure I understand. I wouldn't be sharing this if I didn't think it will help as feedback. : ) BTW just to be clear I am not making an issue of local companies not delivering to expectations.

[x9200]

No, you don't, I'm pointing to it It's a bit like sharing that it is hot and humid outside. Now it's a good time I shut up

[ktatlarge]

Your opinion.

[sundaymorningstaple]

I think you will find it's most people's opinion if they live in Singapore for more than a couple of months.

[Saint]

Dealing with customer dis-service departments is an art, one which the vast majority of local find virtually impossible to handle which is why in general locals don't tend to raise complaints. On the other hand, non locals, westerners in particular, are experts

Mrs S use to cringe when I would raise an issue over a faulty product or service. She would say locals just don't complain and just live with it. Now the whole family use me as a "Complaints Broker"