After a couple of months and taking a leaf out of Mamarazzi's book, I finally got round to complain about the lumpy Neutrogena sunblock I bought in Singapore to see (if nothing else) what they're gonna do about it. I couldn't find a direct and localised means (read: social media) to contact them - there's no Neutrogena or Johnson & Johnson Malaysia and/or Singapore that I could find on the Interwebs - except for the toll free phone number that I found on the back of the box of the new tube I bought. Ish.
Called the night before and according to the prerecorded message, the customer service line is open from 9 a.m. to 5 p.m. from Mondays to Thursdays and from 9 a.m. to 3 p.m. on Fridays (not sure why this is the case). I don't think it's a coincidence that the email addresses were hard to catch. I didn't know Johnson & Johnson owned the Neutrogena brand or had anything to do with it.
So I called again today and I got to talk to a person right away. Woah. After asking if I would have to call the Singapore hotline because the product was purchased in Singapore; they asked if I was calling from Malaysia. After I affirmed the question, I was told that they handle calls from both Malaysia and Singapore, so it didn't matter.
After hearing my grouses, the lady on the line tells me that they'll collect the tube (I didn't keep the box) the next working day (Monday) from me to see for themselves, and might replace for me if I actually have a legitimate complaint. Well okay, they didn't say the last part like that, that was just me.
Will let you know how this plays out when it plays out.
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