Customer Service So Bad That You Wonder Why They Bother To Have A Customer Service Department

Is there anything worse than calling up a service provider? We all know they all love  to put us on hold. You may have lost one of your credit cards, call your bank and be put on hold for what seems like an eternity, all the while a voice asks you to press “1” if you’d like to hold on.

My mobile phone service provider keeps sending me messages asking me to reload RM10 and gain an extra 25 days credit validity. This is the latest message from them – “RM0. Just 4 u. Reload min RM10 from 25/10 to 27/10 and enjoy extra 25 days credit validity. Bonus will be credited on 29/10. Msg from C*****. Info dial 1111.

So I reloaded RM10 on 27/10 and received no message on 29/10. Upon checking my balance and validity period yesterday, I found that the 25 days extra validity had not been given so I called 1111 to enquire. In total, I made 6 calls and here’s how they went.

Call #1

She : Hello, how can I help you?

Me : (explained the whole situation)

She : Can you read out the sms you received from us?

Me : I can’t access my sms while I am speaking to you.

She : Write down the sms and call me back. I am Miss I.

Me : Ok, I will do that. Bye.

Call #2

He : Hello, how can I help you?

Me : May I speak to Miss I please?

He : Oh, what is her ID number?

Me : She didn’t give me any ID number.

He : In that case, I can’t transfer you.

Me : Then I will have to tell you what happened (explaining the situation).

He : Our systems have been down since yesterday and that is probably why you haven’t received any message from us confirming the extra 25 days credit validity. Can you send me that sms now to 28882?

Me : I can’t while I am talking to you. I will send it to you when I hang up and call you back, your name and ID number please?

He : It’s Mr. A and my ID number is 32**.

So I send the sms to 28882 as requested and a sms was sent to my phone informing me that I have entered an invalid keyword.

Call #3

He :  Hello, how can I help you?

Me : May I speak to Mr. A please, ID 32**.

He : Oh, he is in another building. Please call 1111 again and ask for that building.

Me : You can’t transfer me even though you are in the same company?

He : No, unless he is in this building.

Me : You have customer services in 2 buildings?

He : Yes, that’s correct so please call again and see if your call is received at the other building.

Call #4

He : Hello, how can I help you?

Me : May I speak to Mr. A please, ID 32**.

He : I am unable to transfer you as this is Building A and Mr. A is in Building C.

Me : Not again! How will I know whether my call reaches Building A or C?

He : You will just have to call again and see if your call reaches Building C.

Call #5

She : Hello, how can I help you?

Me : Hello, is this Building C?

She : Yes, it is.

Me : In that case, may I speak to Mr. A, ID 32**?

She : Hold on, I will transfer you.

[Put on hold listening to music for at least 5 minutes]

She : Hello, I will try to transfer you again.

[Call gets cut off immediately]

Call #6

He :  Hello, how can I help you?

Me : This is the 6th time I am calling your company and I haven’t got anywhere. Can you help me with this problem (explaining the situation).

He : Your MyKad number and address please? I will check,

Me : The 1st two people I spoke to already confirmed that I reloaded RM10 on 27/10.

He : And they were unable to help you resolve this problem?

Me : Yes, that’s right (otherwise why would I be speaking to you?) and I’d really like to know whether I am going to get the extra 25 days credit validity as per your sms.

[He keeps referring to me as “Encik”, is my voice that deep seriously?]

He : Hold on, I will check (music comes on for next 5 minutes). Hello, it will take between 3 to 5 working days to receive a response from us.

Me : And if I don’t receive any confirmation from you?

He : Please call us again.

Me : Oh, ok (utterly defeated).

He : Anything else I can help you with?

Me : No, that’s all, thanks.

I am sure you have all had such responses from any of your service providers. This is a daily scenario which makes me wonder what all those customer service reps do other than to give us the run around and make us waste our time. These 6 calls haven’t got me anywhere and I doubt I will be getting my extra 25 days credit validity. I give up!