Category Archives: PUAS Berhad

PUAS still a long way from puas

Despite being led on a wild goose chase by PUAS Berhad, I was still adamant in seeking justice and get a rebate for RM1000 plus water bill incurred from the leaking pipe. (The leakage had pushed the bill up from previous RM750) Afterall, the problem happened only after PUAS Bhd went to meddle with the water meter. For details refer to earlier articles

Unfortunately, my perseverance to fight the case met an abrupt halt. :help: Before I could go to Perbadanan Urus Air Selangor Berhad HQ, my tenant called me urgently on Jul 21 informing me that a few PUAS Bhd employees were at the house brandishing their authority and threatening to cut off the water supply due to late payment. :mrgreen: After pleading with them, they so magnanimously gave a 3 days’ grace to settle the full arrears failing which they would cut the supply. Now what choice did I have. Go head-on with PUAS Berhad and fight my case at the expense of my tenant suffering the inconvenience of no water or bend under their terms and pay up. For my tenant’s sake, I was forced to take the latter. I knew very well that paying up meant giving up. :frusty:

I was just one of the uncountable victims of PUAS Bhd’s irresponsible, poor management and total disregard for their customers judging from the complaints that appeared in the “Letters to the Editor” section of the newspapers. For as long as PUAS Berhad or Perbadanan Urus Air Selangor Bhd hold a monopoly business, they won’t bother to change or improve and the general public will continue to suffer. :sad:

And to add the latest news – the govt might allow PUAS Bhd to raise water tariffs by 2 to 4% so they can“improve their service” (big question mark :?: :?: ). Approving the hike is like a father encouraging the prodigal child to extort more money from the poor. If the govt is truly genuine in getting Perbadanan Urus Air Selangor or PUAS to pull up their socks, then make sure they clean up their internal mess, set realistic milestones and expectations to get their accounts in order such as work on collections from those bodies who owed them millions of dollars in arrears. Don’t sweep dirt under the carpet, take the easy way out and hound on the poor consumers instead just because PUAS Bhd don’t have the guts to apply water-cuts threats to those big consumers. :mrgreen:

List of earlier articles on Puas Bhd
Langsung Tak Puas With PUAS
PUAS never fail to make you TAK PUAS
PUAS customer service is definitely NOT puas

PUAS customer service is definitely NOT puas

Follow up from our previous visits to Puas Bhd we did a simple test to verify if there was a leakage. We shut off all the valves in the house and found the meter still running at top speed. (This only happened after Puas Bhd came to replace the water meter and obviously they had damaged the pipe when replacing the meter). :mad: Since there was still no action from PUAS Berhad (as expected) and with the meter spinning at top speed, we decided to quickly call in the contractor to check out the problem. Puas Bhd’s meter reader finally turned up and gave a report on May 25 by which time we had already finalised arrangements with the contractor to immediately help fix the problem within a day.

Meantime, a report came from Puas Berhad stating that the new meter was working properly, that the problem was due to pipe leakage and that the owner was supposed to engage a contractor authorised by PUAS Bhd to do the repair (truly don’t see the reasoning for this). Anyway, by the time the report reached me, the repair was completed (I rushed the contractor to give me priority in view of the serious leakage). I quickly contacted Willy again (as he seemed to be the only helpful and intelligent staff in Puas Berhad that I’ve spoken to thus far) asking him how I should go about appealing for a rebate on the hefty bill which was thru no fault of mine. He advised me to officially write in and go personally to see an Encik Saharuni, the Head of Meter.

On June 2, we were at PUAS Bhd office again in PJ. We waited for about half an hour before we managed to meet Encik Saharuni. Well, he looked pleasant and accommodating (warning :!: Can be deceiving ‘cos ‘nice’ not necessarily equate to “action”). We explained our problem to him. Next he called up our account from his PC. After looking at the amount, he said that there were numerous such cases and starting this year, PUAS Berhad had decided to stop entertaining such appeals. However, when we handed him our written appeal, he told us that he would investigate and discuss with his boss. He added that supporting documents like invoices of repairs, together with photos to show the consumer’s cooperation and prompt action in stopping leaking pipes would further support the appeal. We were eager to quickly hand in supporting documents the following day to speed up the process. But had to wait till the following Monday as he would be away the next few days. I walked out of his office with renewed hope and a positive view of PUAS Bhd…alas! how gullible! :roll:

Punctually, we brought the invoice (caused me a RM2,500 dent in my pocket to relay the piping:mad:) plus photos to Puas Bhd on Monday, June 7. As he was not in his room, I called Willy who promptly came to meet us. He suggested we see the Head of Audit (Saharuni’s superior) who could give us an immediate answer, which would be even better. While waiting, Saharuni came back. He took the documents from us and told us to go back. Let him discuss with his boss and would get back to me by end of the week. Despite my offer to contact him, he insisted that he would call instead so I highlighted that my cell phone number was printed on my appeal letter.

The end of the week came and went by without any call from anyone from Puas Berhad. Well, he might be busy so let’s give some allowance. :?: Another quiet week went by. I finally picked up the phone to call Saharuni of Puas Bhd and guess what! he didn’t remember me at all (but I could excuse that since I might be just one of the many faces he could be meeting everyday over such issues). However even after giving the necessary references to my account, he didn’t recall a thing. :shock: So I diligently refreshed him. His reply was the familiar “Puas Berhad no longer accommodate such appeals from this year onwards. Nevertheless I’ll bring it up at the next meeting”. But I doubted if he had the slightest recollection of our meetings nor sounded if he sincerely wanted to seriously consider my case. One thing he succeeded very well – he helped pushed my rating of PUAS Berhad to a perfect ZERO. :twisted:

By now, I already knew that nothing would be done. :neutral: All the meetings and conversations were just a show. When I called him again, he said my appeal was turned down. I told him I was not satisfied with his answer. He replied that if I still wished to pursue the case, then I should see the Chief Engineer at Puas Bhd HQ. Obviously he was just passing the buck. :mad:

Refusing to admit defeat as yet, I rang Willy to verify if Saharuni did bring up my case. He said he believed Saharuni did try (of course he couldn’t say otherwise). However, a lot of things were no longer within the jurisdiction of their branch. Apparently the Chief Engineer was the top person at PUAS Berhad. As such, it would be pointless to go to that level as he wouldn’t be bothered to entertain such customer complaints. He felt it would be wiser to see their Head of Customer Service at HQ instead. Throughout the ordeal, Willy had been the most helpful and accommodating staff we’d met at PUAS Bhd (very likely the one and only valuable staff at Puas Bhd PJ). We truly appreciate all his support and help … Kudos Willy. :wink:

Follow up to this article
PUAS still a long way from puas

Previous articles
PUAS never fail to make you TAK PUAS
Langsung Tak Puas With PUAS

PUAS never fail to make you TAK PUAS

Subsequent to my stressful visit to PUAS Bhd on Mar 9, I patiently waited for the meter reader but as anticipated, they failed to turn up within the week as the officer promised. In fact no one turned up even after 2 weeks. I tried calling the meter reader but, typical of such organisations, no one picked the phone. Much later, Puas Berhad’s meter reader finally made his appearance but apparently not knowing what he was supposed to do ‘cos he asked my tenant “what was the problem!” and went off. :!: Weeks passed and then out of the blue on Apr 24, they went to replace a new meter instead of sorting out all the estimated and actual billings and the accounts. :?: Is that how they try to go around cutting off complaints that they find too much of a hassle to handle.

And now for the best part – 2 weeks after changing the meter they came to read the meter and gave me a bill for a whopping RM750.00. :shock: Can you imagine how a household with just 4 persons could use RM750.00 worth of water in just 17 days (this billing was from the date the new meter was installed).

On May 14, I went to PUAS Bhd’s office in PJ again. Hoping to get someone more efficient to handle my problem this time, I approached a different person at the customer complaint counter. But alas, I was disappointed (though not unexpected). :sad: These people seemed to be programmed with standard answers “we’ll send the meter reader over to your house to check the meter” Seeing it was pointless to continue with him, I asked to see their manager. But he replied that there was no manager. Then how about any senior officer who could help! None! I was really running out of patience. :mad: :mrgreen: Taking time off to go all the way to their office not once but twice was already stressful enough but to be confronted with such response and attitude definitely pushed things over the limit. I told him if I didn’t get to see someone senior who could handle my complaint, I was going to report them. He told me to go ahead and gave all the bills back to me. On second though he hesitated and picked up his phone to call someone and then asked me to go up to the 4th floor to see him.

After climbing 4 flights of stairs we found one lonesome guy who happened to be just a meter reader. Since he was quite helpful, we went thru the process of explaining the problem again to him. He retrieved my account from the computer and after looking at the RM750.00 bill, agreed that it was not possible for a normal home consumer to use up so much water. He reckoned that the pipe could be leaking to which I retorted that it only happened after the meter was changed. Since he was in charge of a different area, he would inform his colleague to follow-up by Monday or Tuesday. Based on my previous experience, I doubted there would be any action from his colleague. However he assured me that he would ensure it even if he had to accompany him to do the follow-up. He even took down my contact no. so he could get his colleague to advise me accordingly. My gut feel tells me that it’s just another “wasted days and wasted nights” trip but since he was quite helpful, I should give them a chance. :neutral:

Sad to say, as of today, the meter reader nor any one from PUAS Bhd had showed up. I called PUAS Berhad’s office this morning asking for the meter reader but as usual, they were out. No one picked the call and when asked to transfer to the manager, again no one answered the call. Looked like the whole office was deserted even at 11 in the morning. I called the operator again. One consolation was he sounded quite polite so I explained my problem. He transferred my call again and this time some one picked the call. He was quite helpful and asked for my account number and read out my name which meant that he was checking on the computer. Since he sounded like someone intelligent enough to handle my problem, I went thru the explanation again. He told me he would follow-up for me and asked for my contact no. (again). I’m keeping my fingers crossed this time. :roll:

Well, PUAS Bhd better buck up and rebuild their badly tarnished image. Imagine having the cheek to even dare to propose for 46% increase in water tariffs. With PUAS Berhad lackadaisical attitude and bad service, it would be more appropriate to prove themselves worthy of the current charges by first raising their customer service level by 46%! :mad:

Follow up articles
PUAS customer service is definitely NOT puas
PUAS still a long way from puas

Click to see earlier blog on Puas Berhad
Langsung Tak Puas With PUAS