Monday, March 27, 2023

DiGi Priority Service NOT Priortise Afterall

I was quite surprised when DiGi announced the Priority Service last month. I made myself believe that DiGi is doing the right thing but now I am thinking the otherwise.

For those of you who don’t know, DiGi has just launched MSN service with Microsoft today via Sybase 365. DiGi customers get to MSN at a flat rate of RM3 per month with no additional fee but limited to selected phone models(I don’t see Windows Mobile in the list).

Apparently, the DiGi Priority Consultants are not updated on this as it appears that they need to “check their system” for updated info.

What I am trying to say it that DiGi Priority Service keeps you updated on the latest phones and gadgets, invites to exclusive events and more. But as a customer who is part of the DiGi Priority Service you don’t be the first to know on DiGi NEW SERVICES.

My account falls under Platinum, the highest tier in DiGi Priority Service but till now, I don’t see any difference or get special treatment while calling to 016-2211800. My call still gets disconnected after hearing “Sorry, we are unable to answer your call at this moment, you call is important to us………”.

Let’s get this right!!!

Customer Service ONLY

First, when customers call to your customer service number, 016-2211800, it should be only customer services. I have to wait about 2-3 minutes through the IVR system before I can press “0” to speak to a CSR(Customer Service Representative). Plus another few minutes before the CSR picks up the call or your call gets rejected and you go through the whole process again just to speak to a CSR.

DiGi should really consider using a separate number or as an option for customers to listen to their balance, DiGi ads and old announcements(such as the one being used currently, asking customers to enter the 10-digit number before making a call. GOSH!, how long has this been compulsory before making a call? About 3 years back?).

Second, greet customers with name, and make that compulsory too.

Third, stop giving excuses, at least try solving the customer’s problem. As a CSR, your job is to resolve customer’s problem, not start a new one.

Maybe I should write a review on all the telco’s customer service in the future.

P/s: Celcom Bill Dispute- Complaint since November last year, I have got to call in every 2 days to unbar my line(automated system) since I do not want to pay for something that I did not use.

CSR resolution to this problem “Sir, kindly pay the bill and we will adjust it in the following months once the case is resolved”. Why can this be the other way round?

Kugan is the co-founder of MalaysianWireless. He has been observing the mobile industry since 2003. Connect with him on Twitter: @scamboy

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