I HAVE been an e-Speed customer since God knows when, and never have faced such a dilemma.
To start with, about a year ago, I used to have on and off issues with my e-Speed and I would just have to call the manager-in-charge, who I presume was a Singaporean, and he would immediately rectify my problem.
But now...what in the world is going on? I have been making complaints for the past three months and to date, no one has turned up.
Today, when I called TelBru for an explanation, the operator instead gave me their CEO's handphone number. Why does TelBru bother to have a call centre in the first place?
Is this the working policy of TelBru? If operator gives customers the CEO's number to make complaints, might as well ask the CEO to sit at the complaint centre's desk!
The funny part is, I sent a kind SMS to the CEO's handphone number about my situation but to date, I have not received any reply!
I guess now we know the reason for the attitude of the staff. When the CEO himself doesn't bother to respond to a customer's plea, how can he expect the staff to be courteous?
Eventually, a technician called me and guess what? He has too many assignments on his hands and would call back again to fix a date for the visit to my place. It has been two months since his last call.
After looking at all the complaints recently on e-Speed in the press and all, I gave up and switched over to DST 3G which seems to never fail me so far.
In the first place, why did they remove the guy who was already doing a great job? And I wonder if the new people actually know what they are even doing or have they been properly trained?
The heads of TelBru will seriously need to look into this as I have managed to convinced my friends, who I believe are also facing similar issues dealing with TelBru, to switch over to DST's Internet services instead.
We as consumers are being pushed around and after paying our hard-earned money, what did we get? Unsatisfactory services!
And mind you, I have never failed to make my payments. And, I've heard recently that TelBru is on an initiative to collect all outstanding owed to TelBru by consumers. What makes you think people would pay for bad services??!!
Bandar Seri Begawan
Thursday, July 12, 2012
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