LETTERS: Telecommunications services have advanced over the years, offering many home Wi-Fi and mobile data plans, which usually come with freebies such as handphones, rebates and free installations.
I'd like to touch on a brand that has won over many customers.
First, compliments to the brand's team for their excellent marketing efforts over the years, showcasing attractive packages and good Internet speeds.
It is often said that if you are confident in the quality of your offering, you don't need to chase customers or engage in competition to prove a point.
Unfortunately, this brand has a super sensitive cable that starts breaking down during downpours. I'm sure most of the customers will agree that it takes a long time to reconnect despite numerous phone calls to the customer service careline.
The terms and conditions offered during purchasing and contract do not sync with the system database at the brand's head office. It appears that once the installation is done, they don't update their documents for future reference.
My recent personal experience when I requested the termination of my account due to a relocation wasn't very pleasant. I was instructed to visit the nearby office to expedite the process, according to the protocol.
The person in charge verified my account with the main head office for any outstanding fee or contract signed. I was informed that everything was cleared and there were no contracts tied up to my account, allowing me to proceed with the termination.
However, to my surprise, the following month, I received an email stating that I had an outstanding amount of nearly RM2,000! I called to inquire about this discrepancy, and I was told that they were unsure if my account was under contract and why such an outstanding amount was sent to me via email.
The matter is now pending investigation, and I have not received any updates. My question is: what is there to investigate? If the documents were signed more than a year ago during installation, they should have been recorded in their system.
It is evident that their system is not updated, and I realised that every customer service representative I spoke to was not aware of the company's terms and conditions for customers.
It is common for marketing personnel to make frequent calls, randomly luring people to sign up with promising services and promotions. But sadly, for some, they fail to uphold their quality assurance standards when it comes to account terminations.
DR VICTOR DAVID
Faculty of Medicine, AIMST University
The views expressed in this article are the author's own and do not necessarily reflect those of the New Straits Times