~ Written on 9 April 2008
According to my experience, when designing a product, the client will always try to minimize the workload of their Customer Service, i.e. lessen the complains or queries the Customer Service has to handle.
Once, I asked my Project Manager, do the subscribers (mobile service users) really have so much energy to call Customer Service, complain and query? For me, when one thing doesn't work, I'll just leave it and try again later. I've never ever called the Customer Service of my mobile operator.
Since Monday (7 April 2008), the streamyx at my place did not work. I made few calls to 1-300-88-9515. First, the long announcement which I couldn't opt to skip, pissed me (due to the already bad temper). Then, I was told that I have to wait 48 hours for the problem to be resolved by their technician.
I asked myself to bear with the 2 days without Internet connection. I called again this morning (7am++) and just now (9pm++). In the morning, the lady said she would check with the technician and get back to me, but I didn't get any call from them for the entire day.
During the latest call session just now...
Me: This morning your staff claimed that she would call me, but I didn't get any call at all.
Me: Even though your technician has not fixed the problem, you, I mean your side, should have called me to inform about the latest status, saying not fixed yet. Right?
She: The technician will call you after they fix the problem.
Me: When is the technician going to complete everything? Ten years? Then they call me ten years later?
She: ..................
Me: This is not my problem, but I've to wait 48 hours. After 2 days, nothing is done yet. Have your technician found out what's the reason?
She: They will fix the problem.
Me: Have they identified the cause, they are already fixing or nothing has been done at all?
Me: .......................................... (a lot more, trying my best not to be in a blaming tone)
I always thought I would not be an unreasonble or hard-to-deal-with customer. However, I really couldn't control myself, although I know this is not the lady's fault.
We always know what's rationality, nonetheless, we tend to be controlled by something called emotion.
Ten years. I purposely said "ten years" instead of "ten days".
I'm definitely a sarcastic someone.
According to my experience, when designing a product, the client will always try to minimize the workload of their Customer Service, i.e. lessen the complains or queries the Customer Service has to handle.
Once, I asked my Project Manager, do the subscribers (mobile service users) really have so much energy to call Customer Service, complain and query? For me, when one thing doesn't work, I'll just leave it and try again later. I've never ever called the Customer Service of my mobile operator.
Since Monday (7 April 2008), the streamyx at my place did not work. I made few calls to 1-300-88-9515. First, the long announcement which I couldn't opt to skip, pissed me (due to the already bad temper). Then, I was told that I have to wait 48 hours for the problem to be resolved by their technician.
I asked myself to bear with the 2 days without Internet connection. I called again this morning (7am++) and just now (9pm++). In the morning, the lady said she would check with the technician and get back to me, but I didn't get any call from them for the entire day.
During the latest call session just now...
Me: This morning your staff claimed that she would call me, but I didn't get any call at all.
Me: Even though your technician has not fixed the problem, you, I mean your side, should have called me to inform about the latest status, saying not fixed yet. Right?
She: The technician will call you after they fix the problem.
Me: When is the technician going to complete everything? Ten years? Then they call me ten years later?
She: ..................
Me: This is not my problem, but I've to wait 48 hours. After 2 days, nothing is done yet. Have your technician found out what's the reason?
She: They will fix the problem.
Me: Have they identified the cause, they are already fixing or nothing has been done at all?
Me: .......................................... (a lot more, trying my best not to be in a blaming tone)
I always thought I would not be an unreasonble or hard-to-deal-with customer. However, I really couldn't control myself, although I know this is not the lady's fault.
We always know what's rationality, nonetheless, we tend to be controlled by something called emotion.
Ten years. I purposely said "ten years" instead of "ten days".
I'm definitely a sarcastic someone.
13 comments:
yr statement is just normal - i think a lot of ppl are unhappy with the services some of these companies provide.
i had a weird encounter last time as well - they sent a letter saying i havent paid, when i remembered i paid, then when i went to check, they said they couldnt, but why dont i just pay, and they will let me know if there's overpayment.
they just left me no choice, but to pay double for that month. my only concern at that time was what if they didnt know the difference?
If repair was promised in 2 days but was not done then you are entitled to a refund for the time not working. You should claim a refund from them - I do every time & have 4 or 5 refunds in the past few years already. It's only going to be a few ringgit, but the time & effort required by their accounting department to process the refunds will eventually cause them to wake up.
Based on my own experience, this is the ranking for "The Worst Customer Service" in Malaysia:
(1) Astro
(2) Telekom
(3) Tenaga Nasional
(4) CIMB Credit Card Centre (there is practically NO ONE answering the phone)
And "The Best Customer Service":
(1) Citibank
(2) Public Bank
(3) Maxis
It's normal. Their standard of reply is "We will call you when the problem is fixed." Cheh! If the problem is fixed, why would I want them to call me? I awnt to know when is it going to be fixed, and that's all. Last time I got to wait 2 weeks before they fixed my streamyx, so I got to TL that I cancelled my line and use Maxis broadband instead.
hi everyone, i feel so sorry having to write this, but i have to.
just now, i called again, twice, not lacking of scolding though the conversations were ended with "thank you, bye".
finally, i found out that it's the problem with the LONG phone line, which i started to use only this week. using that line, i couldn't get stable signal.
hence i tried using another shorter line downstairs. everything works fine. the first thing coming to my mind was, shit, i scolded the people so fiercely before!!! great big shame of myself!!!
due to some reasons, i had to move the modem elsewhere, hence having to use a longer phone line. who knows it's not working fine. it works ok for phone but not the modem. i also don't know why.
now i wish to say sorry to those whom i've been treated them badly, due to this issue!!
haha glad all is ok now :)
Treat it as a test for their customer service. Maybe you might feel better that way :)
I had the same problem when installing the streamyx last time. Really cannot 'tahan' their services. That's why there are people out there calling them TM'nut' instead of TMnet. Haha..
Sometimes I called them in the middle of the night when my internet connection were down, they sould like they just woke up from a sleep =.=.
But yesterday when I called them, that guy is nice even I flamed a little.
TM customer service is really bad. They took more than 3 weeks to fix my Streamyx last time. :(
I have almost forgotten about the streamyx 1300 number. I used to called 100. The difference is the 1300 is consider as local charge, but the 100 is free. The other differences is you need to press more number with the 100.
I was a network adminstrator in my previous company. The streamyx was not stable but the service was very fast. The reason is because I know the local telephone number of the technician. I still need to call the customer service center to get the report number, then I asked the receptionist to call 100 every 1 or 2 hours until they come on the next day. :p The local technician really contacted me, and he came and fix it within 1 hour.
Now, the local number is not working anymore, they said if there is any problem should call the 100.
Sometime I feel sorry for the tmNet helpdesk staffs too.
hi all, sorry for the late reply.
although i feel sorry to have scolded the people whilst it was actually something wrong at my side, i experienced the inconsistency of different sayings from different personnel.
this is truly confusing to the calling party who needs help from them.
thanks for sharing your experiences here - quachee, dave, adrian, heman, vortrack, jayce and colin.
kun, i thought dell's service is considered good also (heard from someone)? but it's not part of the top 3 :)
Haha, well, it's "based on my own experience"... since I've never dealt with Dell before, I don't know how good they are. Next time when I wanna laptop, maybe I call and see?
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