Poor customer service

Since I am having holiday until early in March, I would really like to enjoy this precious period by doing something else besides communicating with the world via Internet. As an ASTRO user, I used to subscribe to some channels that I prefer to watch such as sports channels and documentary channels. However it would be wasteful to keep on subscribing to these channels considering the fact that I was staying in college for months while none of my family members is interested in sport or documentary. Now it is time to resubscribe to those channels.

On the last day of 2010, I browsed through the official website of ASTRO to gather some information and found out recently there is a newly introduced package called high definition (HD) package which includes some sport and documentary channels! I was so delighted. I made some calls to seek for customer service, and as expected, we will need to reinstall the hardwares. However the installation fee and the cost of new hardwares are waived as long as you are bound to an one-year-contract with extra RM20 added to current subscription fee per month, which is quite reasonable. I was promised that their technical team would reach within 10 days. What? 10 days?

"Maybe this HD package is in a high demand in Alor Star nowadays," I thought.

So the days passed by until it was the seventh day of waiting. I was wondering, if they do take care of customer satisfactory, they wouldn't choose to perform the installation procedure on the last day of promised period. I tried to reach the customer service again, and he confirmed with me the technical team will surely contact my father as the account holder in the next few days. So I kept on waiting. I hoped it wouldn't take long because there were some interesting football matches I would really like to catch up. Moreover, my holiday is going to end soon with everyday passing by so swiftly.

It was the tenth day, and I realised they had missed out the important phrase. The "ten days" was meant to be "ten working days". Thus I was again told to wait for a few days in frustration. However we didn't receive any phone call even though we had been waiting for their service for more than 10 working days!

I constructed an email to voice out my anger and disappointment. Having called ASTRO for more than 8 times, I wasted about RM10 as I needed to key in the numbers, listening to the repeated instructions for a considerably long time that charges during the calls. To my surprise, it was clearly stated my email would be read and replied within another 3 days. I recalled my customer service with Dell when I discovered my newly bought laptop was having some problems with a faulty hard disc inside. I sent an email on the first day, and got the hard disc exchanged on the second day. I was so shocked by their efficiency.

I couldn't wait anymore. I got the phone numbers of the technician in charge of my residential area and started calling him. However, the office number directed my call into irritating voice mails, whereas no one picked up my call when I dialed the cell phone number. This lasted for 3 days.

When I was about to cancel my subscription, they contacted us. Right at the time I was constructing this blog post, 17 days after my initial call to subscribe the HD package. Typical customer service in Malaysia, I would say. Don't ever think you can always dominate and monopoly the market when the fundamental support is actually from customer's trust.

And, customer's trust is earned, not given.