Customer Service OR Customer Demanded Service (II)

Was having some technical glitches when subscribing to a mobile provider data package October this year. After subscribing to the data package from this telco, I didn't get the confirmation SMS, but I thought the subscription was successful and was using the data connections. One other successful subscription triggered my suspision that I was going to get a massive phone bill, spoken to the customer service officers few time to try to sort thing out ...

1. First call: I called too early, I was advised to call them again when I got my bills. (Okay...)

2. Second call (2 days after I got my bill): The customer service officer said my bill was okay, and did not get what my complaint was. After some explanation, only to find out that she was still looking at the previous month bill. (Gosh!) She said she will follow up and call me back again.

3. She did call one week later. (Good follow up) She said she had checked with their technical team, and it's all my fault, coz I did not wait for the subscription confirmation SMS before started to use the data service. (Well, she did her home work, good job!) Hence, they would not offer any goodwill to waive my data usage, they only offered a goodwill reduction of RM8 out of the RM160 data charges. As it was not fully my fault in this case, I had some strong argument with her, and she said she would check (probably with the management) and would call me back again.

4. She called me again 5 minutes later, explained to me (which I have forgotten what now ...) my usage time was from 2 p.m to 6 p.m., and they have to charge me RM48 based on my time usage. Well, this explanation really triggered my anger, if they wanted to be that detail, I was actually using the data connection for 2 hours only i.e. 2 p.m. to 3 p.m. and 5 p.m. to 6 p.m. It made me mad when this company is so calculative. I just cut the conversation, "Is this your final offer?", "Yes!", "OK, I do not agree with your offer, but I'll still pay, and I'll get my line out!" I figured out it's no point to be loyal to a telco that's so calculative. (Wow, just found out that I was with this telco for more than 8 years already!)

5. 10 minutes later, the customer service officer called back and said they would waive the full RM160 data charges. Why? Why tried your luck to squeeze the most out of your loyal customer? Why can't just make a goodwill call and make your loyal customer happy, and you'll get more in return? (I was planning to subscribe to the monthly data package then, but changed my mind after this incident. But still have my line with this telco.)

P/S: I'm glad that the government has started mobile number portability, it gives us the consumer lot more bargaining power to demand for customer service. When customer service is not given, you have to exercise your customer right to demand for it.

Customer Service OR Customer Demanded Service (I)

In this country, customer service is not widely practiced. If a customer need customer service, they have to demand it. Below is the transcript of my email with the customer service officer of one of the online notebook retailer:

My first email:

Hi,

I'm extremely disappointed with xxxx product delivery lead time in my recent order with xxxx.

I submitted my order online on 22-Oct night, and when I check the order status online today, it was stated the scheduled delivery date is 9-Nov. It is far off xxxx's promise of 5-7 business days.

I spoke to your customer service rep just now, it angered me even more, as the only advise from her to me is to wait without able to tell me a firm delivery date.

I need your help to expedite the product delivery. If I'm not getting my delivery in the next two days, I'll need to cancel the order. All my projects was delayed just because I can't have my laptop on time to start work. The best part is still I'll have to pay a cancellation fee when xxxx cannot deliver its promise.

All this while, xxxx gives me the experience and perception of fast delivery and good customer service, but I'm extremely disappointed with xxxx this time, your poor delivery and bad customer service.

Thanks.

The reply from the customer service officer is classic:

Thank you for contacting xxxx Customer Service.

We apologise for the delay to your order.

Your current estimated date of delivery is on (or before) 09-Nov-2009.

Due to the popularity of the product our demand has exceeded supply. xxxx will always try and improve the delivery date on your order.

If you are not at home you can arrange for another adult to accept the delivery at the delivery address on your behalf .

If there is no one to accept the delivery, the carrier will leave a calling card for you to schedule an alternative delivery date.

Thank you.

Standard response, telling my what I'd already known. Next, I triggered my customer demanded service:

I'm sorry, but your reply made me even mad. YOU ARE NOT READING AND UNDERSTANDING YOUR CUSTOMER COMMENT / COMPLAINT AND TRYING TO SOLVE IT! You just take the standard reply and close the call.

Ultimately disappointed. Thumbs down.

And I finally got the answer I wanted:

Thank you for contacting xxxx Customer Service.

We have checked your order and the delivery is scheduled on :

04/11/2009 09:00 - 14:00

To answer your earlier enquiry, if you do not receive your order by today, you can contact us to cancel the order.

Thank you.

Really pity the customer service officer, I'm sure they will face people who are more demanding. Is it their fault, don't think so. The company that employed them do not equip them with the necessary knowledge before putting them into their working position.