Banco General de Panama - CUIDADO con tu dinero. Quizas no tengas acceso cuando mas lo necesites!

Fui a Banco General para notificar que estaría de vacaciones en Bogotá, les di las fechas para que mi tarjeta Clave de Banco General me funcionara en Bogotá. Si no informas al banco que vas a viajar entonces tu tarjeta Clave no funciona en otro país. Cuando iba montándome al avión llame para confirmar y resulta que POR ERROR me habían CANCELADO MI TARJETA CLAVE. Una semana estuve en un país extraño sin poder sacar efectivo. Como mucho en Bogotá es “solo efectivo” no pude disfrutar para nada mis vacaciones.

·      No podía tomar taxis. Tuve que usar Uber que cuesta el triple pero si acepta Visa.  

·      No podía comprar regalitos y souvenirs y chécheres en la calle.

·      Tuve que comer en restaurantes finos, que los típicos eran “solo efectivo.”

Banco General no hizo nada para ayudarme mientras estuve varada allá sin efectivo por culpa del banco. No se ha disculpado por el error.

Gaste $200 en vuelo y $188 en hotel…para que? No fueron vacaciones. Fue una pesadilla. Ni hablar de las cosas que me resultaron mas caras por no disponer de MI DINERO que efectivamente el banco tenia retenido, habiéndome cortado el acceso a MI DINERO al cancelar mi Clave.

Si por lo menos se disculparan, pero no. Ha pasado mas de una semana, y les he dicho varias veces que quiero algún tipo de respuesta pero nada. Ya les he dado mucho tiempo y para mi esta claro que a mi banco no le importa lo que sufrí POR ERROR DE BANCO GENERAL.

Me parece muy mal. Esperaba mas de Banco General. Muy fácil tener buena atención al cliente cuando todo marcha bien. Eso lo hace hasta el peor banco. La prueba es cuando ocurre algo y necesitas que el banco resuelva. La prueba la fallaron. Banco General…bien cuando todo marcha bien. Pero no pidas resolución de tus problemas, porque allí nadie sabe que hacer y nadie te responde.

Jessica Ramesch

Banco General FAIL (strike 2)

Hello consumer! Today I'd like to talk, briefly, about something that's endemic here in Panama. I like to call it apolophobia. We have some strange beliefs here in Panama. For example, I am still not entireley convinced that ironing isn't completely evil. All my cleaning ladies have told me it can do great harm, especially if you've (God forbid) touched water...if you showered, washed dishes, or did laundry...for God's sake, do NOT attempt ironing. Your face will freeze that way.

But I digress...

So: apolophobia. Customer service representatives in my country have been convinced (by who? no clue) that apologizing is painful. Worse than a root canal. Totally unnecessary. Evil, even.

Over the years, I have watched service providers come up with increasingly creative ways to dodge (esquivar, in Spanish) the humble--yet very effective--apology.

Today was a prime example. Three weeks ago, I called Banco General to say that my credit card had been stolen. I asked that the replacement card (for which they will charge me a fee) be held for me at the Transistmica branch. They said fine, and that they'd call me in 3-4 days to let me know when it was ready.

Three weeks went by...no phone call. 

Today, November 15, traffic was bad  A game at the Rod Carew stadium, light showers, and payday made the streets more congested than usual. I had errands near the bank, so I took the extra half hour (traffic was really that bad) to go to the branch and pick up my credit card. Must be ready by now, I surmised. I mean, it's been three weeks.

Of course, the gentleman I spoke to there (Wilmer or Wilbur, he was forgettable) told me my card was at the Dorado branch. I used to live closer to the El Dorado branch...ten years ago...but funny thing, people move. I no longer live in the same place. Hence my request. I have asked, over and over, that Banco General change my branch of preference to Transistmica, and they either pay no attention or have no way of noting my request in their system.

So they expect me to battle traffic and go to a branch that's further from me, because they can't figure out the whole location thing.

To add insult to injury, some chippy calls me today, having seen an angry Tweet of mine, to tell me that my credit card is at the El Dorado branch. Duh.

She talked around the issue and made it a point to NOT apologize. You know, cause it's painful and all.

FAIL.

When you've inconvenienced a customer, the best thing you can do is say "I'm sorry we disappointed you." Get over your apolophobia and join us in the 21st century.

Cable Onda: Customer Service FAIL

Esta carta en español (abajo), siga leyendo!

It's time to tell the whole story. Every time I have an issue with my television or, more often, my Internet service, Cable Onda makes sure the process is as complex, difficult, and lengthy as possible. This company couldn't give worse service if it tried. The current issue (September - October 2012) is a prime example of how Cable Onda treats customers, wasting their time and making them feel unappreciated and undervalued.

The issues actually started long before, but here's my letter to Cable Onda. There are so many more details...but I've already wasted so many hours on Cable Onda, that I couldn't bear to waste many more writing this letter. So the below is just a summary!

To: Nicolas Gonzalez Revilla <nico@cableonda.com>
Cc: Atencion al Cliente <attnclientes@cableonda.com>

Tue, Oct 30, 2012 at 9:06 PM

Mr. Gonzalez Revilla,


I have had intermittent Internet service since September 25. Your company plagues us with automatic phone calls, 3 tonight, in which a recording informs us that a technician will visit us tomorrow. I have told your employees both on the phone and via Twitter that I am available any day except tomorrow and so of course, they schedule my service visit for tomorrow. No one will be home. How convenient for you.

On top of that, your technicians have already wasted my time on three different days. Every time your company sends us a technician, it turns out to be a young boy who has no clue.

A few days ago, Indira Vasquez promised me she would no longer waste my time with technicians. She promised to send me a supervisor who would be better equipped to finally solve the problem. Who showed up at my doorstep? A young man who assured me he is NOT a supervisor.

No follow up call from Ms Vasquez, who has consistently failed to keep her word. She should stop promising clients that she will "personally" follow up, as she has no intention of doing so...I have been conversing with her since September and she has not once called me the day of or after a visit to see how things went. She could have saved me all this frustration with that one simple step.

My Internet service is so bad I cannot use Twitter from my laptop (I have to use my Movistar cell data service). I cannot even see YouTube videos. I have better service on my movistar cell data. I had better service with Cable & Wireless dial-up some ten years ago.

Never mind the fact that our Video On Demand hasn't been working since before August 15th...we gave up on that.

But we need Internet in order for me to make a living. Your inept customer service crew and poorly trained technicians are costing me time and money and ...worst of all...have tried my exhaustive store of patience to the breaking point. Even this letter is taking up my valuable time.

On Twitter, I consistently get the same message from your people: sorry, we are working on it. Seriously? One month, and I should be content with: "we're working on it."? Shall I wait till Christmas?

Does more than one month seem reasonable to you? Would you like it if your Internet provider wasted 2 hours of your time, not once or twice, but three times in a month? I am having to stay home from work and attend to technicians or contractors from Cable Onda who have no clue how to solve the issue.

Since September 25 we are having this problem. Today is October 30. I have records: phone calls, tweets, forms left here by technicians, all proving that this has been going on much, much too long. I am EXHAUSTED.

Aren't you ashamed? Shame on you!

And for you, dear reader, some of the images that illustrate what I am talking about (next time I will post a video showing how long it takes me to log onto Twitter:

I am paying for 3MB. Not even close! / Pago por 3MB, pero muchas veces ni cerca!

And they have no shame in charging me full price / y no les da verguenza cobrarme 100% por un servicio al 50%

Since September I can't even login to Gmail chat, my signal is too intermittent. I get better service on my Movistar cell phone data. / Desde Septiembre no puedo ni logearme a Gmal chat, que la señal está demasiado intermitente. Mejor Internet tengo en mi celular/data Movistar!

Cable Onda's website speedtest...doesn't even work! / La pagina web de Cable Onda, prueba de velocidad. Ni funciona!

Yesterday: My Entourage on my Mac keeps telling me the signal is in and out / Mi programa de email me avisa cada vez que se cae la señal

Today..sigh, same thing: My Entourage on my Mac keeps telling me the signal is in and out / Ayer y hoy, misma cosa. Mi programa de email me avisa cada vez que se cae la señal. MUCHO.

Let's not even discuss my Video On Demand...that hasn't worked since August. But I am only asking them to fix the Internet! / Ni hablemos del Video On Demand para peliculas, que desde agosto no funciona. Pero solo le pido a Cable Onda que me arregle el Internet.

I had better speed ten years ago with dial-up! / Tenia mejor velocidad hace 10 años con dial up!

Es hora de contar la historia completa. Cada vez que tengo un problema con mi televisión o, más a menudo, mi servicio de Internet, Cable Onda se asegura de que el proceso es lo mas complejo y difícil posible. Esta empresa no puede dar peor servicio si lo intentara. El problema actual (septiembre - octubre de 2012) es un buen ejemplo de cómo  Cable Onda trata a sus clientes, desperdiciando su tiempo y haciendo que se sientan menospreciados.Los problemas en realidad comenzaron mucho antes, pero aquí está mi carta a Cable Onda. Hay tantos detalles más ... pero ya he perdido tantas horas con Cable Onda, que no podía soportar perder muchos más escribiendo esta carta. Así que la presente es sólo un resumen!A: Nicolás González Revilla <nico@cableonda.com>Cc: Atencion al Cliente <attnclientes@cableonda.com>
Mar, 30 oct 2012 a las 21:06Sr. González Revilla,Yo he tenido un servicio intermitente de Internet desde el 25 de septiembre. Su compañía nos azota con llamadas telefónicas automáticas, 3 esta noche, en la que una grabación nos informa de que un técnico nos visitará mañana. Le he dicho a sus empleados tanto en el teléfono como a través de Twitter que estoy disponible cualquier día excepto mañana y por supuesto, programan mi visita de servicio para mañana. Nadie va a estar en casa. Qué conveniente para usted.Además de eso, sus técnicos ya han perdido mi tiempo (y el suyo) en tres días diferentes. Cada vez que su empresa nos envía un técnico, resulta ser un joven que no tiene ni idea.Hace unos días, Indira Vasquez me prometió que ya no me haria perder el tiempo con los técnicos. Prometió enviarme un supervisor que estaría mejor equipados para resolver finalmente el problema. ¿Quién apareció en mi puerta? Un hombre joven que me aseguró que no es un supervisor.No recibi llamada de seguimiento de la Sra. Vásquez, quien ha eludido sistemáticamente su deber de mantener su palabra. Ella debe dejar de prometer clientes que ella "personalmente" dara seguimiento, ya que no tiene intención de hacerlo ... He estado conversando con ella desde septiembre y ni  una vez me llamó el mismo día o el dia después de una visita para ver cómo fueron las cosas. Pudo haberme ahorrado toda esta frustración con una sola llamada.Mi servicio de Internet es tan mala que no puedo usar Twitter desde mi laptop  (tengo que usar mi celular Movistar servicio de data). Ni siquiera puedo ver los vídeos de YouTube. Tengo un mejor servicio en mi celular movistar. Tuve un mejor servicio con Cable & Wireless dial-up hace unos diez años!No importa el hecho de que nuestro video on demand no ha estado trabajando desde antes de agosto de 15 ... nos rendimos y solo pedimos que arreglen el Internet.Necesitamos en Internet para que yo pueda ganarme la vida. Su equipo de atención al cliente inepto y  técnicos mal capacitados me están costando tiempo y dinero ... y lo peor de todo ... me estan haciendo perder la calma.  Incluso escribir esta carta está tomando tiempo valioso.En Twitter, yo siempre recibo el mismo mensaje: lo siento, estamos trabajando en ello. ¿En serio? Un mes, y que debería estar contento con: "estamos trabajando en ello."? ¿Debo esperar hasta la Navidad?
 ¿más de un mes, le parece razonable? ¿Le gustaría que su proveedor de Internet le hicera perder  2 horas de su tiempo, no una ni dos veces, sino tres veces en un mes? Me veo obligado a dejar de trabajar y atender a los técnicos o contratistas de Cable Onda que no tienen ni idea de cómo resolver el problema.
 Desde 25 de septiembre tenemos este problema. Hoy es 30 de octubre. Tengo registros: llamadas telefónicas, tweets, formularios dejadas por los técnicos, todos prueban que esto ha estado sucediendo mucho, demasiado tiempo. Estoy EXHAUSTA.¿No le da vergüenza? ¡A mi me da vergüenza por Uds!(Y para usted, querido lector, algunas de las imágenes arriba ilustran lo que estoy hablando (la próxima vez voy a publicar un video que muestra el tiempo que me lleva a iniciar sesión en Twitter)

UPDATE / ACUTALIZACION: YOU CAN SEE THE VIDEO ON YOUTUBE AT / PUEDEN VER EL VIDEO EN YOUTUBE:

YOUTUBE VIDEO: JUST HOW SLOW IS CABLE ONDA INTERNET?

OR WATCH HERE / O VEAN AQUI:

 

Mega (Big Box Store) on La Transistmica

As they say, a picture is worth a thousand words:

I agree. After seeing stained jog bras on sale for nearly $30, I was wondering whether it was worth the risk to shop at the Mega on La Transistmica in Panama City, Panama.

I mean, who wants to get home, having paid full price, only to realize that the item they bought has a defect? A single item wasn't about to deter me, but a quick walk around the store proved that the clothing items weren't the only defective ones. A wobbly aluminum table, the top not much larger than a standard bar serving tray, was also on offer for full price (at about $60, way expensive for Panama. You can get sturdy tables that size at Dorians in Albrook Mall for half as much...even less sometimes.)

The children's art supplies were similarly overpriced (and in disarray) and the frozen items (here's where you have to be very careful) were wet, a sure indication the freezers aren't kept up to temp.

I had stopped at Mega because in the past I'd gotten good deals on Neutrogena spray sunblocks and a couple different body lotions and facial washes I couldn't always find elsewhere. But this time I found the prices all pretty high, with the exception of a mother of pearl-based body lotion that came with a soap bar for under $4. On prices I'm not sure Mega spells savings anymore, though I didn't do a thorough Panama Secret Shopper price check and comparison.

What really scared me away, though, was the staff. With the exception of the "cajera" (the young girl at the register, who was pleasant), everyone I encountered in the aisles was either gloomy or apathetic. No one greeted me, or moved when I tried to get by, or offered help when I knocked over a bunch of shampoo bottles and had to put down my purse and kneel to pick them up (two men were stocking a shelf in the same aisle).

Your Panama Shopper likes to test personal reactions by asking for help with a please and a thank you (here I got a half-hearted "it's over there," with a vague wave to the back of the store. When an employee gives me specific directions or walks me to an item I am always duly impressed. Afraid it didn't happen in Mega.)

Your Panama Secret Shopper also likes smiling at people and making eye contact when saying "permiso" or "excuse me" (a smile back is a given, a "como no" or "go right ahead" gets a thumbs up). No reaction from the staff here, who didn't smile and who didn't even move out of the way when I said "excuse me please" in Spanish ("permiso, por favor" for you beginners)...there were large pallets in the way in most aisles, too. I know from my days in retail that when and how to re-stock shelves without inconveniencing customers is a tough issue. Really, there's no good time. But chain stores have policies about this that at least show they're aware and trying to minimize impact. At Mega it seems there was no thought or consideration to the matter at all. I would be a little afraid to visit with small kids.

Oh, and I've never seen more than one register open here...though it's always pretty empty so I have never had to wait in a long line. Not sure I will ever go back to this one. Panama Secret Shopper rates it a 2 on a scale of 1-5.

1= poor
2= lacking
3- ok
4- good
5= excellent

Friday Thought of the Day - The No Reply Promotional Email

Hello dear readers!
Panama Secret Shopper is starting a new segment for Fridays called Thought of the Day...mini posts that I hope will get us all thinking about the client's due. Today I'd like to address the no-reply email. You may not know what I'm talking about at first, but read on...you've received these, and you are likely to agree that there's something very wrong with this model.

They don't want to hear from you...

Here's the deal: in today's super-tech-social-media-crackberry-spam-overload world, promos come to our inboxes via messages sent from a "no reply" email. Often this is the words "nor reply" followed by the service provider's server. (Don't even get me started on how "service provider" is more of an oxymoron than a descriptive these days).

For example, "noreply@cableandwirelesspanama.com" (you know who you are and why you make for a great example, considering your customer service is notoriously poor).

The email address is meant to impress upon you one basic fact: the company peeps don't want to hear back from you. Reply with feedback of any kind--criticism, praise, or suggestions--and you will get an automated message which, eloquently and diplomatically (or sometimes not) explains that the company isn't interested and thus isn't accepting messages to the inbox in question.

If you want to provide feedback you either have to work hard at it...search the provider's website for a miniscule link and click through a series of pages...or, in the case of the many Panamanian companies that don't accept feedback online at all, take your time to call (often feedback isn't accepted this way either...cough cough, Air Panama) or go in person (in which case often, the one person assigned to receive feedback isn't present or doesn't know how to apologize...Banco General and Hard Rock Hotel Panama...excuse me, I know...need to get that cough looked at).

Sure, I could unsubscribe from Cable & Wireless Panama's mailings. If you don't want to allow me the possibility of replying, CWP, then I don't want to read your banal promos. Amazingly, Cable & Clueless I mean Wireless (goodness, what Fridays will do to a growing brain) does include an unsubscribe link. I tried it once. I stopped receiving my monthly bill via email. The "I'll just guess how much I owe this month" game didn't work so well--I started receiving automated phone calls telling me to pay up. Yes that's right...no replies, and no chance of talking to a human C&WP rep on the phone, even when they call you.

Panamanians of the world, unite. The next time you receive a promo from a company's "no reply" email address, take the time to tell them (they make it hard, but persist) that it is not ok to basically spam you and then not allow you to respond. Do it via your blog, Twitter, and any and every other outlet available to you.

Today, a friend of mine had a valid complaint about CWP. She called dozens of times and then was told she had to wait 72 hours for her complaint to receive any kind of attention because it was her first call. (Um no, it wasn't...get yourself a decent Consumer Response System to track complaints, praise and suggestions, CWP!) I received a promo from CWP today, too. I'd have liked to reply and say "Hey, I'll read your promo if you take this complaint seriously."

It's a FAIL for you, again, from Panama Secret Shopper, CWP.

The "no reply" is a copout from companies that assume it's ok to hire less staff to sift through email and phonecalls and root out the real issues. What's even worse, these same companies ignore real clients trying to send feedback via the company emails or phone calls, but will often Tweet back immediately and pay attention to comments received via Twitter, because it's public. Shame on you. The excuse "we don't have enough staff to deal with feedback" is a total cop out. You don't have enough staff because you stopped hiring and you stopped caring. A lack of accountability and interest in what consumers want is exactly what's wrong with today's companies, and it's easy to fix. Stop being lazy...CEOs, step out of the office now and again (and for God's sake, hire a secret shopper now and again and LISTEN to what he or she reports back).

Have a great weekend Panas!

Your Panama Secret Shopper

Banco General - FAIL

Well dear readers,

I've expressed, in the past, satisfaction with Banco General. It's generally a good bank, with efficient processes, online banking, etc. But no bank is perfect, and the extremely disappointing experience I had today, with a lady named Maria del Carmen Osorio at the Albrook branch (across from the airport) is proof of that. I was made to wait and waste a lot of time because of the bank's failing. She felt it wasn;t her fault and so refused to apologize. She literally acted as though apologizing would cause her physical pain. All I wanted was for someone to say "we're sorry we inconvenienced you." That was, apparently, too much to ask.

Today, an article in La Prensa on customer service in Panama highlighted the problem. Visitors say that Panamanians are wonderful, welcoming people. Yet they always rank us very low when it comes to customer service.

Why?

I've discussed with some local friends who are well-traveled and who have worked in large international corporations (abroad) with well defined customer service practices. We've brainstormed and come up with a few basics.

1- The customer doesn't pay my salary, boss...you do! THERE'S LITTLE APPRECIATION FOR THE CUSTOMER BECAUSE SERVICE REPS ARE NOT TAUGHT THAT, WHEN ALL IS SAID AND DONE, THE CUSTOMER IS THE ONE PAYING THEIR SALARY. THE DAY YOU CEASE TO HAVE CUSTOMERS, YOUR JOB DISAPPEARS. EVERY SINGLE CUSTOMER IS IMPORTANT AND SHOULD BE TREATED LIKE A VIP.

2- I don't like apologizing. IN MAJOR CORPORATIONS, THE FIRST LESSON IS: AN APOLOGY DOESN'T COST YOU ANYTHING. IT'S THE CHEAPEST, MOST EFFECTIVE WAY TO CALM AN UPSET CUSTOMER (WHETHER OR NOT THE CUSTOMER IS "RIGHT") AND TO EARN LOYALTY. IT NEVER HURTS TO SAY "I'M SORRY FOR ANY TROUBLE." IN SAYING THIS, YOU'RE NOT ADMITTING YOU WERE WRONG; YOU ARE SIMPLY VALIDATING THE CUSTOMER'S FEELINGS. AND BY THE WAY, THE CUSTOMER'S FEELINGS ARE ALWAYS VALID.

3- It's not my fault. SERVICE REPS HAVE A TOUGH JOB. THEY ARE THE FACE OF THE COMPANY. IN A HOTEL, FOR EXAMPLE, A FRONT DESK MANAGER IS ACCOUNTABLE FOR ALL COMPLAINTS. POOR SERVICE IN THE RESTAURANT...WRONG DRINK AT THE BAR...LAUNDRY SERVICE RUINED MY CLOTHES...IT DOESN'T MATTER WHICH INDIVIDUAL ACTUALLY UPSET THE CUSTOMER. THE SERVICE REP IS BEING PAID TO ACT CONCERNED AND APOLOGIZE FOR DISAPPOINTING THE CUSTOMER. WHEN YOU REPRESENT THE COMPANY, YOU ARE RESPONSIBLE.

4- I'm having a bad day. YOUR CHOICE: EITHER HIDE YOUR FEELINGS OR TAKE THE DAY OFF. DON'T TAKE IT OUT ON THE CUSTOMER. AND NEVER TAKE A CUSTOMER'S COMPLAINTS PERSONALLY.

5- I wear a suit, therefore I am a professional. NO. YOUR OUTFIT DOESN'T MAKE YOU A PROFESSIONAL. YOUR BEHAVIOR DETERMINES WHETHER OR NOT YOU ARE A PROFESSIONAL. A PROFESSIONAL NEVER GOSSIPS OR TAKES PERSONAL PHONE/CELL PHONE CALLS IN FRONT OF A CUSTOMER. A PROFESSIONAL NEVER ROLLS HIS/HER EYES OR MAKES FACES. A PROFESSIONAL NEVER LOSES HIS/HER COOL, EVEN WHEN DEALING WITH AN IRATE CUSTOMER. A PROFESSIONAL NEVER SAYS "NO" OR "I DON'T KNOW," BUT RATHER "I'M SORRY THAT'S NOT AN OPTION, BUT HERE'S WHAT WE CAN DO" OR "LET ME FIND OUT." A PROFESSIONAL NEVER JUDGES A CLIENT BY HIS/HER APPEARANCE (SOME OF THE BIGGEST VIPS WEAR SHORTS AND T-SHIRTS).

6- It's not my job to document complaints. ABOVE ALL, A PROFESSIONAL NEVER ARGUES WITH A CUSTOMER OR REFUSES TO HEAR/PASS ON FEEDBACK. THE ANSWER TO "I'M NOT HAPPY" IS ALWAYS "I APPRECIATE YOUR FEEDBACK AND WILL PASS THIS ON TO THE APPROPRIATE DEPARTMENT HEAD." EVERY MAJOR, SUCCESSFUL CORPORATION IN THE WORLD HAS A SYSTEM FOR DOCUMENTING FEEDBACK. ON CRUISELINES, EVERY EMPLOYEE, FROM THE BUSBOY TO THE HOTEL DIRECTOR, IS RESPONSIBLE FOR DOCUMENTING FEEDBACK. THEY NEVER TELL THE CUSTOMER: "GO TALK TO SO AND SO." THEY OFFER TO DOCUMENT THE CUSTOMER'S CONCERNS, AND THEY TAKE RESPONSIBILITY FOR PASSING THE COMMENTS ON TO THE APPROPRIATE DEPARTMENT HEAD. THEY EVEN CHECK BACK WITH THE CUSTOMER TO ENSURE HE/SHE RECEIVED A RESPONSE. EVEN A SIMPLE FORM LETTER SAYING "THANK YOU, WE RECEIVED YOUR COMMENTS" GOES A LONG, LONG WAY TOWARD CUSTOMER SATISFACTION AND LOYALTY.

Today, at Banco General, it was a sad, resounding fail on all six points.

Reasons I Love Panama #32: Crazy Displays

You all know I adore Panama! So I'm allowed a little good-natured teasing, right?

Here goes, reasons I love Panama #32: crazy displays.

Here's the incriminating photo:

Why yes, that IS a mannequin dressed in aluminum foil. Yes, someone took a red marker and painted a belt on her...ahem...pretty outfit. (Why does an electronics shop like Multimax need a mannequin? Are we going to start wearing T.V.s around our necks?).

I love Panama!

Multimax, I say this with love: ruuuuuuuuuunchos!

at Albrook Mall, Multimax 2.