Monday, March 08, 2010

Customer Service

Its been a while since I shared customer service encounters and well, what better story to tell than to share my encounter with the famous third player in the Malaysian Telco market :)

My brother gave me his old Blackberry recently, so after so many years of admiring them from afar, I finally became a Digi customer!

First, the good news. The registration was quite painless, just filling up a simple form at the dealer, and the line was active in 2 hours.

But this morning, my line stopped working. I've been noticing missed calls from the Digi Helpline, but gave them no heed as I usually kept the phone in silent mode. I mean, I use it ONLY for email, and no one has my new number, so it would be weird for anyone I know to be calling me on it.

Anyway, I called the Helpline. And was put on hold. Now, I usually have nothing against holding, but since I've been used to not holding whenever I call Celcom, I have to count it against Digi. Next, the nice Filipino lady (yes, her accent was obvious) asked for my line number, which I remembered wrongly. She told me the line is registered to another person, then stayed silent. My mind was racing by now - how to get the problem resolved?? Then I blurted, "Can't you just find the number by my IC?" Luckily, the lady obliged, and found my account.

Then it was explained that Digi was supposed to make a verification by calling me on the number. Since I never picked up their calls, my line had been barred. I guess that's fair enough, but wouldn't it have been great to also send me an sms as well? I would have called back pronto to do the verification. Secondly, the dealer never mentioned anything about the verification.

But I have to say the Filipino lady did her job well, and the verification was quickly done. My good impression of Digi was slightly dented, but overall, I have to say I'm impressed.

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