Category: Service

• Celcom Prepaid Thumbs Down

  12.17.09 |Service| Permalink | 6 Comments

  Recently I noticed my phone balance reduces very quickly. I suspect something amiss. I went into Celcom online to check my phone usage. All you have to do is to sign up to their website to have that feature.

  I saw a lot of 050|10005 type charges. I called up Celcom careline. The agent told me it is internet charges. Believed me I have my Edge turn off and I went to my iPhone browser, I cannot load anything. Now I am not sure how my iPhone can surf the net. The agent asked me to go to a handphone shop to format my phone. That does it! What kind of answer is that? It is just like telling me to have my PC formatted if my browser doesn’t work. Apalah! Celcom please trained your agent not to give silly solution to your customer. *FRUS*

  You know why Celcom do not want to put any APN setting? Digi actually put an APN setting, it ensure those who wants to use Edge will need to key in the login and password. It prevents user from accidentally turn on Edge. But Celcom wants to suck all our $$$.

  Now if you are a Celcom user and you don’t want them to suck your $$$. You better go to APN setting and put “SILLYCELCOM”. That does the trick. It will stop Celcom sucking your $$$ from your phone. Actually it prevents you from using Edge/GPRS. If you want to use it, just remove the APN setting.

  One more thing, you also need to turn off auto PUSH from the email setting.

  Goto Settings -> General -> Network -> Cellular Data Network

  APN sillycelcom

  

  Latest:

  Here is the award letter against Celcom….
  

• Caller From Mars

  03.25.09 |Rant, Service| Permalink | 2 Comments

  I was about to head home from office and the phone RRRRRRINGGGGG….grrrrhhh

  Me : Hello, Michelle speaking.

  Caller: Hello, please can I speak to Michael XXX? *always pronounce my name wrong*

  Me : Michelle XXX speaking.

  Caller: Hello, please can I speak to Michael XXX? *ok didn’t get through to her*

  Me: Michelle XXX here. There is no Michael. How do you spell her name?

  Caller: M I C H E L L E

  Me: It is pronounced as Michelle, not Michael.

  Caller: Oh sorry. Please can I speak with Michael? 😡

  Me: There is no Michael, only Michelle. Hey I am rushing for time. What do you want?

  Caller: I am from CIMB Telemarketing. I want to speak with Michael. Is he around?

  *I give up, she still insist that M I C H E L L E is pronounce as Michael. She is also expecting a male. Gatal Betul*

  Me: Sorry I am not interested. *hang up*

  Now you know why Malaysian needs more English subjects in school. If you are promoting stuff, please ensure you know how to pronounce your customer name. It also reflects poorly on the company to send out marketing staffs and does not provide any customer service training to them. Isn’t it a golden rule to get your customer’s name right first before selling?

  Second golden rule is to LISTEN to your customer. I already told her that she has mispronounced my name. Or could it be she doesn’t know the meaning of the word “pronounce”. Sigh.

  I really wanted to ask her name and call her something else. It really annoys me when someone called me Michael. Just spoil my Wednesday evening!

• Poor Courier Service

  03.18.09 |Service| Permalink | Comments Off on Poor Courier Service

  I got a package from someone and the courier service Skynet failed to deliver it after many attempts. They really drive me mad. First, they called me on my off day at 3:30pm while I was having a nap. The customer service asked me whether will I be home? I told them I am and he put down the phone, not giving me time to ask any questions. He didn’t tell me when he will be coming.

  He turned up at 5pm and I went out to fetch my son. If he told me the time he was coming, I could have waited for him. I cannot just sit around the house does nothing and wait for them to come.

  I told him to come during my lunch time at Xpm, next day. Second attempt, he came. Xpm – 40 minutes and expect me to be there like I don’t work.

  The customer service calls me again and this time it was a lady. She asked me whether they could deliver to my office.

  CS: What is your company address?
  Me: XXXXX
  CS: How do you spell that?
  Me: *oh no, spell it for her*
  CS: Address?
  Me: Free Trade Zone
  CS: Apa tu?
  Me: *sigh*, just put FTZ
  CS: Thank you

  I cannot stress that English is very important in school. Any day I am for Maths & Science in English! I am so proud of us every time a foreigner say to me, Malaysian do speak fluent English. It means more jobs here too!

• Oh TNB

  03.06.09 |Service| Permalink | Comments Off on Oh TNB

  Today I went to PBA (water utility) and TNB (electric utility) office to get a new meter install in my condo. First I went to PBA, I must applaud them for great service. They have given me good information. I walk in and the service officer processes my applications within 5 minutes. PBA has a very good centralize system.

  Next, I went to TNB. First obstacle, the customer service personal with no smile and asking me what do I want. I told her that I wanted a new meter at my condo. She asked me where the condo is. I gave her the particular. She told me to go to another branch for the application. I believed that the branch is the nearest to my property. No centralize system which causes the customer a little hassle.

  Comeon, it is not so difficult to have a centralize system right. PBA can do it, why TNB cannot? All they have to do is to key in the application and transfer to the nearest branch. Why do you need the customer to go to the nearest branch? Ini system tak boleh jalan!

  By the way, I think Malaysian pay more to TNB than PBA! Service is poorer than PBA.

  Another feedback is, I asked her so TNB opened this Saturday. She told me no, only Mon to Fri. I asked her this Monday open, she said yes. I asked her again but this Monday, Prophet Mohd birthday. She shakes her head. The security guard sitting next to her said “Tidak buka” meaning close. Sigh, now I have to go on a working day down town!

• LCCT Improvement Required

  01.01.09 |Service, Travel| Permalink | Comments Off on LCCT Improvement Required

  I am surprised that there are so many flights going into LCCT but there is no expansion being made to cater for the increase. There are only 3 conveyer belts for incoming flights. 2 incoming flights shared one station.

  I had to wait an hour to pick up my baggage. It takes longer than my flight from Penang to KL. Not to mention, another hour to travel to KL from LCCT. In total, 3.5 hours from Penang to KL. That is the same amount of time if I drive and cheaper too.

  Lots of people were complaining about the late arrival of their bags. Penang airport did a very good job as my bags came out within 5 minutes of wait.

  Another thing I found it is very stuffy and air condition does not cater for the amount of people in there.

  If you have a connecting flight, you better plan hours in between for delay, baggage claims and travel from LCCT to KLIA.

  
  
  

• Cash Worth $625

  12.15.08 |Service| Permalink | 2 Comments

  I am so looking forward to this day where my road tax expired. Now I can claim back my subsidy from the government, cash worth $625.00. Today I went to JPJ and saw a huge crowd there. Never go to JPJ or bank on a Monday, start or the week where most people choose to do things on Monday. Never go on a Friday where people like to do things last minute. In between weekdays is alright, less crowd.

  Anyway, with that crowd and overheard the official mention, lots of agents with a stack of road tax to pay, I changed plan. I decided to go to a secluded post office to renew my road tax and claim my $625.

  Finally my turn, the officer did my road tax first. Strangely, she asked me to pay my road tax first. I was a little shock, wondering why she cannot do both concurrently and pay me the difference. Anyway, I was in a good mood, so I paid my tax first. Then she went on to process my claim. Sigh. Later she paid me $625. 🙄

  With a portion of the money, I spent on this….Guess what is in the box?

  
  
  

• Strange Banking Policy

  11.14.08 |Service| Permalink | 2 Comments

  Today I wanted to bank in a US cheque from my stock broker. I went to CIMB bank. Usually I will go to my branch to bank in the cheque. This time I went into a branch nearest to where I was. Guess what?

  The bank officer told me that I have to bank in the US cheque in my own branch. *shake head* I asked her if my branch is in another state, I have to go back to the state just to deposit a cheque. She said she cannot comment. No choice I went back to my branch and deposit my cheque.

  What an absurd policy? A policy that gives their customers nothing but inconvenience. I don’t see why they cannot integrate within branches of their bank. I am so disappointed with local banks.

• Strange Phone Call

  11.03.08 |Service| Permalink | Comments Off on Strange Phone Call

  I received a call from a strange guy professing that he is from Nationwide Express courier service. He called me asking for my address. Now if he is from a courier service, how come he does not have my address? Fraud?

  Of course I didn’t give him my address but instead I asked him for the company name, parcel ref no and the sender. He said he called me back. Second time he called, asking for my address again. Again I asked him for the details. However this time, he had my address but wrong street number. However I still want the details.

  Finally he gave me all the details. I really don’t know what kind of courier company who call the receiver for address?

  Beware of phone phishing but the above is a genuine caller from the NE courier service. We have to investigate every call because there are cons out there!

• Lousy Courier Service

  08.08.08 |Service| Permalink | 3 Comments

  The company is Nationwide Express. Last week I discover a yellow receipt in my post box. I am not sure what it was but looking at the company name, I soon discover it is a courier company. I assumed that there is a parcel for me but it wasn’t clearly stated. There is no contact number on the slip.

  I decided to wait for them to call me. After a week, no news from them. I decided to search their website and left a feedback, also asking for a local contact number. They email me with a contact number. I called but no one picked up the phone. I tried after a few hours, the phone is engaged. I wrote back to customer service to request them to call me.

  The officer called and first thing she asked me, when are you coming to the office to pick up the package? I was stunned by her question. The customers pay them the courier fees to have people collecting the parcel from them. It must be a good business for them

  I told her to have the parcel delivered on Friday where I will be at home. She didn’t ask for any other information and I thought everything was settled.

  Today, I still haven’t heard from them. I wrote to customer service asking when will my parcel arriving and provided my contact number again. The officer called me asking me when I will be home. I told her to deliver the package today as per instructed previously. She complained to me that she is short staff and that is not even my problem.

  She also kept telling me that I wasn’t home when they delivered the parcel. First she could have contacted me before delivering it, my contacts are on her record. Secondly, I asked her when was the last time she delivered the parcel, she couldn’t answer me.

  I am impressed with Pos Laju, DHL and ABX because they would call me first before delivering the package. DHL is the best because they route it to my company as there is a station there. It saves lot of petrol this way.

• How Optimist Can You Get?

  05.20.08 |Scam, Service| Permalink | 1 Comment

  Can you be too optimist? The other day I wrote a feedback to a local D telco company, telling them there are too many menu options with their call directories and no direct options to reach an agent. I went through their list of options and no options to report a fraud. Don’t you think a fraud is important?! Or they are aware of it but there is nothing they can do about it.

  You see I receive a SMS spam saying I won 20,000 00 from telco. I realized it was a spam and wanted to report it. However after calling their service line, I gave up. I tried their company website instead which was much easier.

  I reported a fraud and gave a feedback of their lousy helpdesk service.

  The reply of my feedback came back:

  “Thank you for your feedback on the Interactive Voice Response(IVR) service. Be rest assured that your compliments will be escalated to the relevant management for review and it will be taken into consideration for future development in line with our continuous effort for customer satisfaction.”

  Since when did I compliment them? Hrmm….

  A. Are they being too optimist, taking every issues as a compliment?
  
  B. Are they just generating the same message for any customer feedback? Like a robot with no personal touch, just like their Interactive Voice Response.

  C. They don’t know the meaning of “compliments”.
  
  D. Just making themselves feel good???!!! If they treat all issues as compliments, that will be a good performance, right…..WRONG!

  My advice to any company wants to use an automated receptionist:

  1. Always give an option to your customers to get to a human.
  2. Always allowed your customer to go back to the previous menu.
  3. Only have few options (3 max) to select and do not have no end listings. Imagine how long I have to wait if my option is the last selection (>10). Don’t torture us!!!
  4. No advertisement played at any time, customer time is valuable.
  5. Do test out your call system with a group of people. Get feedback to improve. The turn around time for your customer to get to what he needs is very important.