When I Send You This Letter, It Means Trouble!

This “unfortunate” incident happened two days before we all welcomed the Holy month of Ramadan, so excuse me, if I sounds a little 'un-Eid Mubarak', but being fooled and played around like a lapdog really drove me up the wall. Now tell me, what would you have done differently?

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To Customer Service Manager and to whomever this may concern;

I’ve been subscribing your mobile service for many, many years now and never once did I make a major fuss about anything before, but what happened to me this morning really flew me off the handle and left me with no other choice but to write you this complaint letter against your less-than-desirable customer service standard.

I called your Customer Service Contact Centre this morning, around 7am and managed to speak with one of your customer service officers (CSO), which, the name I really couldn’t recall now. (I am sure you’ll be able to retrieve the call from your system/record)

I told him I bought a Nokia phone through Phone Hot Deal Promotion from Maxis Store on 28 November 2009. But today I couldn’t switch the phone on and since it’s still under warranty, my question to him was, “Where do I bring this phone for check up?”, “Do I bring it to Maxis Centre or Nokia Customer Care?” Apparently it was too much to ask!

He insisted that I should go to Maxis Centre and NOT Nokia Customer Care, even though I mentioned several time to him, it was more convenient for me to go Nokia Centre instead. I admit I was a little agitated about that but I said, fine, I went to Maxis Centre in KLCC anyway.

And BAM, whaddaya know, after braving the traffic, circling for parking and waiting in line for hours, I was unceremoniously turned away by your staff in the counter because, (surprise!) “We only entertained IPhone and Blackberry users”.

And to top off the humiliation, they even had the audacity to suggest me to bring my ‘lowly’ phone to Nokia Care Centre or ‘anywhere else where phone repair services' are offered!! Are you kidding me?

Of course I was exploded – like a busting dam. And rightly so! Is this some kind of sick joke?! Do you guys got a kick from seeing your customers running around like a fool?! Does your staff really know what are they doing?

In retrospect, I feel bad for the staff at KLCC centre now though for taking the heat from me for your incompetent CSO.

I don’t want to be difficult or unreasonably demanding but your CSO could have saved me a lot of trouble and time if he just told me the correct information the first time I asked him. I hate people wasting my time and energy for something unproductive and stupid like this. Do review my call this morning with him should you have any doubt about this or just think I was making this up.

I always considered myself a very reasonable man and had never been so livid. If it isn’t because I already signed up for your stupid plan/contract I wouldn’t wait a second to terminate the line - which I probably will!

This is by no means is an exhaustive list of the poor customer service from the so called leader in telco industry in the country. The trouble I had to go through this morning caused by your CSO was costly and it is unacceptable to be treated in this manner. I hope that this is a one-time experience that I will never have to endure again. However, I feel compelled to make my complaint known if for no other reason than I do not wish to see anyone else go through an experience such as this. Please respond with how you have handled this issue and how I can be sure this will never happen to me again.

Buck up

A very angry Customer

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They called me back the next day, twice, yeap - TWICE, to apologize profusely and also to report that an appropriate action had already been taken to the CSO-in-question. And Oh, they also offered to waive my August bill for the trouble they caused me.

Neat. Okay, I wasn’t expected that, but fine, I am happy now. That did actually make things a little bit alright and definitely had changed everything.

Not sure if I wanted to start my Ramadan on that note though.

Eid Mubarak, everybody!