Even though I highlighted this error to the cashier, she refused to make any changes. When I went home to check the 'Nissan Advantage Handbook' that was distributed to all owners, I found myself to be correct and immediately wrote an e-mail to complain. Miss S of the Customer Service & Support Dept promptly answered - she agreed that I had been overcharged by $20.70, and that they would make good this excess in the form of a credit note to be used at the next servicing.

Unfortunately, I never used this service credit as I sold the Nissan and bought a new car in August last year. In January 2008, I wrote back to Miss S to ask if I could take back the service credit in the form of a cheque or else transfer it to another Nissan owner. Her answer was negative on both counts - 'we regret that we are unable to accede your request in the form of cheque as this for year 2007 and service credit is non-transferable to other vehicle' (her exact words). I did not pursue the matter any further.

Two weeks ago, I found an old unopened letter from AXA Insurance. They had sent me a cheque for $44 some eight months ago for the unused portion of the motor insurance policy for my Nissan. As the cheque was no longer valid, I personally went to the AXA customer desk to ask if I could have a fresh cheque. The AXA service executive assured me this would be done within two weeks.

Now I am wondering - why in one company, the customer makes the error and the staff would happily go the extra mile and present the best possible solution to the customer, while in the other, the staff makes the error and they would prefer to take the short-cut solution so as not to inconvenience themselves? Why is money owed to a customer treated differently in the two companies - clearly in one instance, the customer is king, and in the other, the staff is king?

Because I bought my present car new from an authorised agent, I was compelled to use the recommended insurance company in order to qualify for certain discounts. Unfortunately, this was not AXA. When my current motor policy expires, I am free to choose any insurance company - and well, no prizes for guessing which one I would pick.

Hsu Ta Shen