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Why can’t people keep their appointments?

October 1, 2009

I’ve been waiting in my condo for the last hour for the internet guy to show up to upgrade my line to 4Mbps.

The service provider had been calling me every day for 4 straight days to remind me of this appointment. Got me all excited. Now that I’m here waiting, their roving technician went MIA and refuses to pick up his phone. The woman never called again to check if the service had been done so here I am watching CNN, eating an apple, waiting.

I had to cancel a meeting this morning just to get this done. ^&$4@!

Now what did I say about reputation building?

Update: The guy finally showed up an hour late. Said he rode a noisy bike so he couldn’t hear his phone ring. After doing some line tests, he dropped the bombshell. I could not have the 4Mbps line because my line wouldn’t support it, despite the service provider rep assuring me that I could when I signed up. Now I am to go back to their center, fight for parking in the process (got ticketed the last time I went), cancel my 4Mb application and sign up for the 1Mb pack. Sigh, I think I can stop talking about reputation now.

Ok maybe just one last time. The key to customer happiness is not to promise first class treatment and then deliver a 3rd class product. You’ll fare better promising a 3rd class product and delivering first class treatment.

7 Comments leave one →
  1. October 1, 2009 12:34 pm

    Of all appointment keepers, service providers seem to be the worst. I can understand why. They have about 1 techie servicing the whole area. Along the way to your condo, a call comes in and the center says to techie, ‘this urgent one needs settled immediately (because the gent’s using 4-letter words already!!!). It’s just along the way’. So happens the problem takes longer than expected. So, your 10am appointment becomes 2pm…

    I once had a 4pm appointment. The guy showed up only at 7pm, and only because I called his hp every half hour. His excuse; his van couldn’t start…

    True, and that’s precisely how big brands fail. They spend everything to create high expectations and then fail at the most critical step – delivery. Its like promising a blockbuster show with beautiful girls, getting everyone excited and then when its showtime, the girls don’t show up or they’re a far cry from your definition of beautiful. It creates an excellent opportunity for a competitor to come in and blow them out of the water.

  2. October 1, 2009 5:10 pm

    You should replace ^&$4@! with …FUCK THE WORLD !

    Why do you need 4Mbps anyway ?
    Downloading shitloads of porn eh? Need a new girls everyday? 😛

    Hahahaha my spam filter hit the brakes when it saw yr comment. It remembered you as this nice polite mama’s boy who would never say a 4 letter word and thought you were an impostor, lol 😀

    You don’t have 4Mb at home? Then how do you download all that porn? 😀

  3. angeles permalink
    October 1, 2009 5:58 pm

    i hv come to a conclusion that all m’sian ISPs suck… and yes, their customer service too. but what can we do? complain to mcmc? and then?

    u think TM cares abt reputation when they are the monopoly? and the installer, he’s just a contractor, no?

    gee, i sound so grouchy, huh? can’t help it.. i hv been thru’ enough of frustration with all these ISPs… tsk tsk!!

    oops… how rude of me.. 😛 hello damien, how hv u been?

    Hi angeles, long time no see. So you got bitten too huh? Come to Singapore, we can get you 15mbps unlimited to your home anytime. 😀

  4. October 2, 2009 8:16 am

    TMnet again eh? hehe. u know they once charged me the price of 1 mb line but only giving me 512k? after 1 month of arguing with the helpdesk, they finally sent a technician over to my place. he was 1 hour late….and the worst thing was…he brought a device which he didn’t even know how to use!!

    so the issue was outstanding until i threatened a lawsuit…then they escalated to 3rd level service which fixed my issue within 3 hours.

    the issue ? they forgot to switch my account.

    and they overcharged me 2 months……..and no way i could get the refund. :T

    At least you got some level of service. I got tired of using mobile broadband at home so this is my first expose to the tribulations of ADSL here and up to today, I still got no service.

  5. October 2, 2009 9:32 pm

    hv u tried p1? i heard they’re alright.

    No I’ve not but they seem to be everywhere. Their people I mean.

  6. October 7, 2009 8:17 am

    mmm, maybe u shld give them a try?

    Yeah maybe I should. Are you on P1? U happy with them so far?

  7. October 7, 2009 11:30 pm

    nope. i’m on streamyx. i invest in telekom malaysia mah 😛 so far i got no issue with them la, but mine is jz 1mb line though

    by the way, did u receive my email? actually i forgot wat was the content. hahaha

    Sorry ’bout that. Yeah, received and replied.

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