ENSOGO'S LEAST EXPECTED SURPRISE

Back in April of this year, this blog featured the incompetence and un-reliability of  Ensogo. In my entry My Experience with Ensogo and La Carmela de Boracay, I have itemised my disgust to the level of experience I had with Ensogo vis La Carmela de Boracay. It was not a secret I have filed complaints against the kind of treatment me (and my friends) received from them. In fact, I even seek damages through DTI. And believe me, I nearly forgot them.

It was already almost four months ago and though it is still fresh from my memory how I should never trust both Ensogo and La Carmela, I barely remember the feelings I had in writing the blog nor the feelings of my friends associated with it. Surprisingly, the bastards pissed me again -- in a perfect time when I nearly dropped the complaint into thin air.

I just read my emails and one of the representatives of Ensogo has sent me this email:

Good day!

I hope this email finds you well.

This is regarding the La Carmela deal you purchased before. I understand that you were already refunded for the amount spent for the said vouchers but you were also requesting for compensation on the expense for your Hotel accommodation. I included the email conversation from La Carmela stating that the requested date was already blocked as confirmed. My apologies for the inconvenience but we would also like to let you know that Enosgo made sure that your requested reservations would be blocked. Please let me know on how I can assist you in your complaint.

Thanks.

 

Upon reading this email, I was astonished on how the people from Ensogo are trained. I think that they lack the greatest skill of all - CUSTOMER SERVICE. This email appears as if they are asking me why I need further compensation when they have already refunded me my voucher amount. To be honest, I don't really like to further the complaint but because I am so disgusted with their response, this was the response I gave them:

 

Good day!

I sincerely hope that you do not address all your customers the way you are addressing me at the moment. To be exact, I least expected a very delayed response for my complaint which I have filed in April. I certainly hope not all customers are given the same treatment as I did.

Furthermore your email attachments aren't necessary because I have received this numerous times from your employees -- I hope this was communicated to you prior to this email.

And I will confirm that yes we have been refunded of our voucher costs. I have also informed DTI that you have refunded me the amount of our vouchers. But I totally believe that this isn't what is due us considering the stress, embarassment and hassle this has caused us.

To answer your questions however, I would like to pass you on the reason for my claim for compensation which I will itemised so that it will be clear -- for any legal purpose this may serve.

1. YOUR RESERVATION EMAIL indicated that the days have been blocked already. Let me just remind you however that we never claimed that there was no email communication. What we were stressing as our biggest point of contention is that there was no clear coordination made between Ensogo and La Carmela regarding our reservation. If it was clearly communicated and was coordinated with La Carmela how then did we end up having no hotel accommodation on the day of our vacation. Are you implying that because there was an email notification you are already free of obligations with your clients/customers? I hope by your phrase Ensogo made sure your requested reservations would be blocked, you do not mean that because an email has already been sent, everything has been settled already. If this was clearly coordinated to them, how come La Carmela did not send us an email confirmation of our booking? Please bear in mind that the purchase of the vouchers were made between us and ENSOGO not us and La Carmela. Therefore the contract of obligations lies between us (me and my friends) and Ensogo. It is your obligation to re-confirm a reservation with La Carmela because it was you who booked it for us. In your website and voucher confirmation you clearly indicated that we need to call ENSOGO not the establishment for reservation. This, I assume is your confirmation that you are waiving La Carmela the burden of obligations regarding our reservations. We assumed that until we consumed the full value of our purchase, you are also liable to the terms and conditions attached to it. Therefore it is your obligation to ensure that La Carmela provides confirmation of booking to your customers - not just Ensogo to its customers.

2. POINT OF CONTACT. If it was La Carmela's fault despite your so called "BLOCKED RESERVATION" email confirmation, how then did we not get assistance from Ensogo about the failed reservation? Does this mean that because someone messed up, you totally don't care about this? How did we end up resolving our issues ourselves? If it was your intention to help, then how come all the contact numbers you have on your site is unreachable? You may want to realise that your offered products can be availed during weekends regardless of time. Although I understand that your office do not operate 24x7, we expect assistance from you in whatever way possible considering Ensogo is prepared to offer a product available during out of office hours. If you were in our situation travelling far from home in a stranger island, wouldn't you expect friendly faces to see in times of crisis such as this? But Ensogo didn't seem to care.

3. WE DECIDED TO GET OUR OWN ACCOMMODATION not because we wanted to but because we were forced by the situation we were in. We have been denied of accommodation and therefore we can't push and force ourselves in a hotel who will not be able to give us lodging. It was almost 8PM that night barely surviving hunger and La Carmela already said that they don't have available rooms. Forcing ourselves for accommodation is already degrading to the current state we were in. I certainly hope you didn't expect us to stay until the morning in a hotel who will not honor our proof of your so called "BLOCKED RESERVATION." In a logical and practical sense, we need a place to spend for the night despite limited budget.

4. THE PURPOSE OF OUR BORACAY VISIT is relaxation and enjoyment. But since we had the failed accommodation, everything is but a stress for us. My friends were joining a running event the following morning in Boracay but thanks to the hassle Ensogo has caused us, they barely had enough rest to regenerate their strengths for the event.

I hope by now our (me and my friends) points have been raised clearly for your understanding. I am also working for a customer service industry and in times like this, a simple and sincere letter of apology addressing each of these points would have sufficed our hearts to ease. But up to now, Ensogo has failed to provide it to us.

Too late, apology can no longer be accepted.

Now I rest my case. Let the readers of this blog decide Ensogo's competence.