Feedback on DSA - DSwim Academy

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It's raining, it's pouring.. and if there's thunder, usually the horn will blast and everyone gets out of the pool

My recent feedback which I have written to DSA - D Swim Academy, Malaysia. They prided themselves to be the best swimming academy in Malaysia because of their affiliation with AustSwim. AUSTSWIM is Australia’s national organisation for the Teaching of Swimming and Water Safety.
This is what I wrote:

I have two girls who are enrolled to DSA in One Club, Bandar Utama. I have two feedback which I'd like to write in formally.

1) Our girls classes are on (time and date redacted). At (time date), there are thunderstorm happening. We called DSA and was told that the previous class was already cancelled. When we asked about my kids class, the girl on the phone was not able to tell us for sure if it was cancelled or not. Instead, she insisted for us to come to One Club first to see if it rained. I feel that this creates inconvenience for parents as we have to drive all the way there and to try our luck to see whether the class is on or not. Why not let us have an exception and postpone since there is already thunder and impending rain?

2) Unlike the previous management, Advance Aquatic, DSA is not as flexible in terms of replacement classes. Sometimes, children get mild fever or flu and are not able to go for swimming lessons. However, DSA requires a doctor Medical Certificate in order for the postponement of classes. Often, when it comes to mild fever or flu, we don't go and see a doctor but will instead give them a dose of panadol or flu medicine which we have in stock. Unfortunately, we are not able to get any replacement if we don't let the girls go for a swim.

Advanced Aquatic allows parents to complete 8 times within 10 weeks which means that we get 2 times of flexibility. That allow parents to cater for unforeseen circumstances such as mild sickness or traveling. Unfortunately, DSA has no such flexibility and penalize their customers unnecessarily.

I trust the management of DSA will take into consideration the two feedback above and provide their customers with convenience and peace of mind.

Sometimes, a little bit of customer care goes a long way. Unfortunately, for some organization who thought they are too good in the market, they have forgotten how to put customers as priority and instead, they looked inward on their costing as the main guidance. Sad.

Thunderstorm, with sun...

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