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Bad Customer Service
16 February 2006One is bad, two makes you wonder why these companies even survive. Surprise surprise, both of them have got something to do with my broadband accounts.
One won’t stop asking about my blinking dsl light…
Her: Ma’am, may I know if your dsl light is stable?
Me: I don’t have my phone cable plugged into my modem right now, because I’m not using a splitter.
Her: Yes Ma’am, but may I know if your dsl light is stable?
Me: -_-”
Then of course there is the restart modem crap. Bah. Whatever.
The other one I called because I terminated the account and needed to clarify about the bills.
Him: (in funny sounding English, with words all joined together) Good Morning.
Me: Good Morning. Can you put me to your finance department please?
Him: May I know who is this speaking?
Me: Song
Him: Fong?
Me: Song
Him: Wong?
Me: -_-”
Him: May I know what is this regarding?
Me: I terminated my broadband account at the end of January and I am calling to clarify about the bills.
Him: Hang on pls.
-listen to music for long long time-
Him: Hang on please, I am new here.
Me: Ok.
-listen to music again-
Him: What is your company name?
Me: HUH? Company?
Him: This is personal? Oh. What is your account number?
Me: Account number? What account number?
Him: Oh, there isn’t an account number? Sorry, I am new here.
Me: Can you just put me to the finance department?(*thinking* If you want an account number/company name that doesn’t exist, you obviously don’t know what you’re doing… so you aren’t doing anything… so why do you wanna ask? And being new isn’t an excuse for everything!!!)
-listen to music-
Him: Sorry, I could not get the person in charge. Is there anyway I can help you?
Me: You asked me to hang on for such a long time only to tell me you cannot get the person in charge?
Him: Sorry, I am new here. Is there anything I can do for you?
Me: *fuming mad*No, it’s OK. Can you get the person in charge to contact me please? (*thinking* I ask you to do something, you’ll most prob not be able to do it and explain that you’re new. WTF. Maybe you can go work on your bad bad bad English and stop trying to speak with an accent, it is soooo fake and don’t join all your words together.)
on February 16th, 2006 at 11:44 am
The customer service level here in Malaysia will never never reach to the level of those in US, unless someone actually take a smack at them, which again I doubt will ever take a 180 degree change.
I’m not surprise when the CSA kept asking you about the blinking dsl lights. I had the same experience plenty of times.
I know exactly how you feel. *hugs*
on February 16th, 2006 at 11:59 am
*hugs* Thanks Dee.
on February 16th, 2006 at 12:21 pm
Customer service here is NOT all that bad. Its just that some companies do not have good quality control measures. I’ve worked at a call centre previously and if I had replied like the person above I would have been sacked immediately. I guess some companies just dont give a damn la…
on February 16th, 2006 at 1:02 pm
Yes, I feel your pain.
on February 16th, 2006 at 5:10 pm
In Melbourne, all the phone calls will have the phrase “This phone call will be recorded for training or reference purposes. If you do not want this conversation to be recorded,please tell the operator assigned to you.”
It is not surprising that the customer service is good here.
on February 16th, 2006 at 9:17 pm
haha, is the broadband company that u r using named E-building? i was suffered from the bad services, and yet to receive my deposit back after 1 year termination.
on February 16th, 2006 at 9:53 pm
no, not e-building
on February 17th, 2006 at 12:32 pm
When dealing with the incompetent customer service you need to forestall them by saying the lights aren’t blinking, the modem has been reset but it still cannot connect… Then again I remember once when the stupid dsl light was blinking for two or three days! Hope they sort it out soon.
on February 18th, 2006 at 9:56 am
Shan: I’m sure there are companies that provide good customer service, just that these 2 that I came across on the same day… are both horrible.
Peter: It effectively spoilt my day lor…
Xiao_zhai: I think Maxis or Digi has that as well… I can’t remember which.
dobbs: I told her “I have a problem with my broadband connection, it says that my password/username is invalid. I’ve tried restarting my computer and my modem, my dsl signal is stable and not blinking. I’m not using a modem. In fact, I signed in earlier and it was alright.” Maybe she didn’t understand what I was saying or she had a checklist to go through…
on February 18th, 2006 at 8:08 pm
For the blinking lights problem, do what I did: call them up 2-3 times a day, then after a week demand (note: DEMAND) to speak to the supervisor. Things actually got done then. They sent a technician to my house 3 times, all who apparently knew what they were doing (suprisingly). But before I left, they still hadn’t figured out what the problem was, coz apparently, while the modem can find the network, it can’t connect to it…. in the day. At night it works fine.
Btw, did you know that the aforementioned company’s Customer Support Line is 24 hours, but the Tech Dept only works from 8am to 5pm? They only have a few staff on hand for “big emergencies only” and they couldn’t be exact on what constituted a “big emergency”. Dumb fools.
on February 18th, 2006 at 8:10 pm
Oh yeah, I also blasted the tech staff a couple of times for asking me about my blinking DSL lights again and again, since I tell them at the very beginning it’s blinking. Am quite fed up with them. Now I deal only with the supervisor. :)
on February 20th, 2006 at 6:19 am
poor girl, thank goodness i don hv to go thru tat. thanks for doin al d hard works. so how izit now? hope u’l b fine. d customer service in m’sia need to be improved thou.. b patient w them.. :)
on February 23rd, 2006 at 10:52 pm
Welcome to the service of Terrorkom! It’s just their SOP to ask about the DSL light and also for you to restart your modem and PC a million time!
hahaha…