At the point of writing, the problem has been resolved(about 5pm) according to P1's official twitter channel.
It may took over 12 hours to resolve but the positive part of this is that P1's support team did not disappear. I am not sure about their Hotline but they were active on Facebook and Twitter, responding to a number of users. Thumbs up!
Also the latest tweet form P1's Chief Operating Officer Idham Nawawi indicated that there will be a rebate on customer's bill next month. I have no details regarding the rebate but I am sure it will be a fair one. At least, this is how it should have been years ago and MCMC should be the one enforcing this. But P1 is doing this without any directive from MCMC. Another thumbs UP!Is anyone from Celcom reading this?
The P1 network team is still investigating the network issue, so there are no official report at the time of writing. Hopefully this will be the last one and we will not see anymore outage on the P1 network.
If there are any official response from P1, it will be on the Mobile World website.
3 comments:
w1max wins (hands down) for EXCELLENT service and response! once their network is better, i'll be one of the first to leap over....yet again. I quit using it because i couldn't get good signal all the time.
I gave my two cents worth on ur post here http://www.malaysianwireless.com/2009/09/p1-sets-example-to-broadband-industry.html
But praise has to be given where praise is due.
From a customer's point of view, there are positives to take from today. For me personally, I'm extremely glad to login into twitter and see announcements made by P1 regarding the outtage instead of the usual potong here, potong there tweets. It would have added to the customer's frustration to see sales only tweets during downtime.
Customers were not kept in the dark and didn't have to run around in circles trying to figure out why they weren't getting any connections.
They also gave an expected timeline when the problem would be resolved. Again this saves the customer from running around trying to constantly find out if the problem had been rectified. Nevermind that it took another 5 hours b4 service resumed. There were regular updates.
Idham's announcement on the rebate has to be applauded as well. Now if you need an example for the broadband industry, there it is!
As a P1 customer who had been extremely pissed off during previous downtime, I didn't find myself being that annoyed this time round. :P Perhaps it's the knowledge that P1 was actively interacting with customers.
I take back some of what I commented in the earlier post. They're not there yet but perhaps P1 is finally listening to its customers. :)
i subscribe celcom broadband almost 2yrs, service quality deteriote, now change to P1 with the potong promotion and downgrade celcom to broadband rm38 since p1 cannot provide mobility as celcom.
if one day there is wimax on phone, must cut the celcom immediately.
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