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Tuesday, May 10, 2005
The One With the Customer Service Attitude 

First read this..

Mr Pelanggan Kecewa made his point by saying he is not satisfied with the service.. although he might be using many incorrect terms which is excusable for a common end-user.. plus he also stressed out a point that he is very disappointed with the customer service hotline which ended him up with RM30 poorer and still to no avail after a few weeks..

Then read this..

I was hoping that somebody could help this fella by solving his problem.. instead of condemning his poor computer volcab.. What Mr Pelanggan Kecewa wanted to conclude is, (a very well-known conclusion though).. Local company's customer service sucks.. BIG TIME.. especially those who monopolize the product..

It also happened to me when my cable TV gave me a problem.. I called the service hotline for like a zillion times.. a girl picked-up and said "All our customer's service officers are busy. Please send email to bla-bla-bla or fax bla-bla-bla.."

First, although it is a broadband age and there is a word 'Multitasking'.. still, not every household has the facility to send email or fax..

Second, if they do send email / fax.. what is the response time ? In my case, it took them about a week to reply :
" We strive to respond all emails as soon as possible. However at present, due to high volume of incoming emails, there will be a delay in attending to your request"
and another week to reply :
"Please be informed that we have attempted to contact you via your mobile numbers 012-*** **** and 017-*** **** but our attempts have been unsuccessful. As such, kindly furnish us with your latest contact numbers in order for us to update our records and assist you accordingly.

Alternatively, we would appreciate if you could call our Astro Customer Service Centre at 03-9543 4188 immediately, which is operational from 8.00 am to 12.00 midnight daily for us to troubleshoot and determine the technical problem you are encountering."
My cable service return back to normal by itself after a week.. So I didn't bother to return them a call.. As if they'll give me a VIP access-through if I ever do that..

Third ; Since they already realized the overwhelming volume of complaints made via phone/email/fax, then, determine the root cause, improve the product.. if there is no problem then there will be no complaint.. Many giant monopolizing companies tend to take things for granted because they dont have any competition..

Ah.. enuff babbling for today.. we are living in a capitalist world..





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