Archive for the Category » customer service «

Thursday, September 17th, 2015 | Author:

Privacy, Time, Money

Hindi ko gusto ang mga debit order. Hindi ko na nagustuhan mo ang ideya na entity isa pang, sa kalooban, halos anumang halaga ng aking pera (mahusay … ang kahit anong magagamit). Kasamahan Isang tulis ang isyu sa MTN sana ay naiwasan ay ko ginagamit ng awtorisasyon sa pag-order. Siguro ang “kaginhawahan” kadahilanan ay hindi tulad ng isang masamang bagay.

Ipagpalagay ko ang una sa huli tanong dito ay kung gusto o ayaw mo sa kaginhawahan at maaaring pinagkakatiwalaan institusyon (sa kasong ito sa iyong pera) – o kung hindi mo pinagkakatiwalaan ang mga ito at nais na tigilan na kaginhawahan. Sa aking kaso, kahit tanong ko pa rin sa kaginhawahan, Natutunan ko na ang mahirap na paraan sa MTN na ito doble maaaring maging mahirap na magkaroon ng nabawasan ang iyong nakakonektang mundo sa “remote na isla” katayuan. Halos lahat ng tao ngayon napupunta sa kaginhawahan kadahilanan.

Convenience

Sa kabilang dako, ngayon ng isang mahabang oras ang nakalipas, I had a dispute with Planet Fitness kung saan convenience ay isang may dalawang talim tabak. Iniulat ko ang kanilang mga kasanayan sa negosyo sa Reklamo Consumer Commission (dahil muling isinaayos bilang ang National Consumer Commission) and never got feedback from them. The gist of the issue is that Planet Fitness’s sales agent lied to me and a friend in order to get more commission/money out of my pocket.

Ako ay Sigla Discovery miyembro na nagbibigay ng maraming mga benepisyo, kabilang ang nabawasan rate sa Premium tatak – halos health-kaugnay ng mga kurso, as Discovery is a Medical Aid/Health Insurance provider. Upang ilagay ito lamang, Discovery ay kahanga-hangang. Benepisyo sigla masakop ang pagiging miyembro ng gym kung saan karagdagang kasama ang Planet Fitness. You still have to pay something, isang maliit na token ng mga uri, sa Discovery, para sa gym ng pagiging miyembro. Pero, sa wakas, GUSTO nila ako sa malusog, so they don’t mind footing the bulk of the bill. Pero, sa malas, ito ay nangangahulugan ng Planet Fitness’ benta ahente hindi makuha ang komisyon!

Kaya kung ano ang resultang ito sa? Ang resulta ay na benta ahente pf ibinigay sa akin ng isang napalaki na numero para sa isang “Sigla-batay” pagsapi. Siya lied. Siya pagkatapos ay ako mag-sign sa guhit na may tuldok para sa isang napalaki presyo ng isang “regular” pagsapi (oo, ito ay tunay na higit sa kahit na isang regular kasapi ay magkakaroon ng gastos), ending up about 4 at 5 beses ng mas maraming bilang ng mga kasapi ng sigla-based.

Epiphanies

Some time in 2011 Ko sa wakas wisened hanggang sa gastos ko ay dapat na nagbabayad. Discovery Ako bang hindi masyadong masaya tungkol sa ganap na kabiguan. Nagsalita ako sa ang Manager sa gym, at ako ay panatag na ang buong kontrata ay scrap mo si. Hindi ako isa para sa karahasan … maliban kung nito para sa sport … sa isang may walong sulok … ngunit pagkatapos ng aking 5th pagbisita sa Manager upang magtanong kung bakit ang Debit Order ay pa rin nangyayari, sinabi niya sa akin siya ay nagulat hindi ako ay dinala armas sa akin para sa pagbisita. Pagkatapos ng ilang higit pang mga pagbisita, ang Manager ay talagang kaliwa Planet Fitness at ipinaliwanag sa akin na ang mga “kontrata” was between myself and Head Office and that the local gym, Lumilitaw na operasyon ng franchise-style, nagkaroon ng maliit na walang sinasabi tungkol sa kung o hindi ito ay maaaring kinansela. Kung sinabi Head Office no, matigas luck.

By this point I’d lost it. I had my bank put a itigil sa mga order debit. It was a huge schlep: I had to contact the bank every month because the debit order descriptions would change ever so slightly. It also cost me a little every couple of months to “ibalik sa dating kalagayan” the blocking serbisyo. Hindi ko maaaring makatulong ngunit sa tingin sumusuporta sa mga sistema ng pagbabangko mga regular na expression ngunit ang mga tauhan ay hindi kinakailangang malaman kung paano gamitin ito.

Technically I’m still waiting on the CCC to get back to me (hindi nangyari – at siyempre sila ay muling isinaayos tulad ng nabanggit sa itaas upang ang kaso ay malamang na nahulog sa pamamagitan ng bitak). Oo naman, sa pamamagitan ng punto na nais din PF sa blacklist sa akin para sa hindi nagbabayad!

Ang Hindi inaasahang Hero

Isang walang tuos banggitin ng mga isyu sa Discovery (Sa tingin ko ay tumawag ako sa kanila tungkol sa isang dentista pagbisita) nagresulta sa isang callback pamamagitan ng isa sa mga ahente Discovery ni. Pagkatapos ay tinanong nila sa akin upang ilarawan ang problema, sa detalye at sa pamamagitan ng sulat, upang mas mahusay na ipaliwanag mula sa aking pananaw kung ano ang tunay na nangyari. Ako nagpapasalamat. Ito ay lumiliko out ako ay karapatan tungkol sa mga ito ng hindi pagiging “masyadong masaya” tungkol sa mga ito. Sa katunayan sila talaga ay hindi tulad nito. About three weeks later, Refund Planet Fitness akin sa FULL para sa lahat ng mga pera na ay kailanman ay binayaran sa kanila.

Discovery ay Galing. 🙂

magbahagi
Friday, September 24th, 2010 | Author:

The upgrade to WordPress 3 was long overdue (as are many draft articles). Surprisingly, nothing looks different since the upgrade has been completed, though I also would not be surprised if I’ve missed an important plugin breakage.

I’ll be spending a day this weekend solely on polishing the site and finishing up some articles. You have something to look forward to. 🙂

magbahagi
Thursday, June 03rd, 2010 | Author:

Why I’ve left MTN

So I’ve been shopping around in a non-serious fashion in the last few months trying to figure out how best to leave MTN and how get the best deal for me. I don’t like MTN since I became anirate“, as I might call such a customer in the ISP industry. MTN’s Customer-Service Call Centre had rarely been helpful or knowledgeable on their own systems. The final straw however was when their systems let me screw myself over and Customer Service was as helpful as a dead redshirt:

I had a billing issue where, admittedly, it started of my own fault. MTN has a feature where you can call in to find out the amount owing on your account. Only, as Murphy would have it, this amount was hindi the amount owing on the account but the last amount that was billed.

So one month my account was about R900. I called the number, mis-heard R500, paid the amount I thought I should: R500. 15 days later MTN suspended my account. No wrong done, right? Wrong.

First off, I received no notification of any kind. An sms would make the most sense, especially since it would cost MTN almost no resources: “Your account xyz is in arrears by R400. Please contact blah blah blah”. They could phone me, they could email me, something, but nothing of the sort happened. Suspend without Prejudice. Thats the best way to get the customer’s attention!

Now, not only could I not make calls and sms’s, I could not receive calls or sms’s. Further, I could not even call MTN’s toll free phone number. I had to use someone else’s phone to get to the bottom of the problem. After two days of haggling I finally found a lady kind enough to re-enable the account. Ten days later my salary goes in, I call the same number and hear a number close toR900”. I think to myself maybe I should double-check juuuust in case I mis-heard. I call again, I hear the same number again. Right. Pay the R900. Fifteen days later, my phone is suspended AGAIN. WTH?

Remember what I mentioned earlier?: “this amount was hindi the amount owing on the account but the last amount that was billed.” So, in spite of the fact that the voice prompt specifically saysPress 3 for Balance Due; [Presses 3] ; The Total Outstanding Balance is; Nine; hundred; at; #whatever ; Rands; at; #whatever; cents”, I actually owed them R900 plus the R400 that I’d paid short the previous month. No, I do not know if MTN has fixed this. I no longer care. Since I figured this out I started waiting for paper statements to see how much was actually due. Interestingly, their paper statements were also wrong. Only they had the opposite problem: “This invoice: R1300in spite of the fact that on the next page it says opening balanceR400”, closing balanceR1300”. Pah! Is it fixed? Again, I don’t care.

I let them know I wasn’t renewing the contract and I’ve now already ported my number away to Virgin Mobile. Because I want to keep my number and port it elsewhere, the store said I could not putunsatisfactory serviceas the reason for ending the contract but that it should simply sayporting”. Apparently by putting anything else there they might notnoticethat I want it ported. WTF.

What next? (without MTN)

In my research I’ve found that contractdealsare most popular. Typically, you can get a R8000 phone for R800 per month over 24 months with R500-odd worth of airtime per month. This amounts to you paying R19 200 over a 24-month period for a phone worth R8000 which will be obsolete within 12 buwan. You will get some airtime every month so you might feel its not a complete loss. However you should also remember that it costs the cellular companies nothing when you make those phone calls. Profit.

There’s a better way

There are much cheaper contracts, contracts for between R50 and R200 which include cheapish phonesphones that work damned well as a phone but won’t let you play games on the train. Most of these contracts actually give you the same airtime value (sometimes more!) as what you are paying. So for R100 you might get R100 worth of airtime plus some free sms’s, and a cheapish phone. The best deals I’ve seen recently have all been for the Samsung STAR, an understated but good cell phone, available from a number of retailers for between R100 and R200 per month. In most cases the deals have included the full amount of airtime. Virgin Mobile has probably the best example here: The cost is R199 per month which includes R200 in airtime and 1000 sms’s (oo, you read that rightone thousand!).

Virginal Service All the Way!

Another reason I’ve gone with Virgin Mobile is a little something no other service provider does: AmixedContract/Prepaid facility. I get R200 in airtime however, if I go over that, the extra just gets added to my invoice. With MTN this could go sky high without the option of a limit! With Virgin, because I asked, it has a limit of R300. Gayunman, I can still add prepaid airtime (with cellphone banking, nogal). No other service provider lets you do this!

Remember that R8000 cell phone I mentioned earlier? My plan is to get the Samsung STAR and spend less than R300 per month. I’ll have saved enough money to actually go and buy a more expensive phone (or laptop) with the cash I’ll have saved! Oo naman, if you actually use that R800-worth of phone calls, I guess the best available deal is where you spend the R19200 anyway. Maybe at least with a more critical view on your choices you’ll save yourself a good amount of money in future. Good luck in your search for your best deal!

magbahagi
Monday, March 16th, 2009 | Author:

Im not gay. But if you’re single, ill marry you

Anon male client to Anon male consultant who went out of his way to help the client out.

If I were the one who helped this client and I got a response like this, I’d feel good about it.

magbahagi