This is the 5th day I couldnâ€™t connect to the Internet on a 3G connection. Terribly disappointing.
I seriously wonder if Iâ€™m the only person complaining about this problem. If not, why do they sound as if they donâ€™t know whatâ€™s going on. Or maybe theyâ€™re trying to hide the problem and make it sound as if thereâ€™s no problem and its just your fault. Whatever.
I called up SingTel customer support. Pressed 1 for English, Keyed in my number 9XXXXXXX followed by #. Then pressed 0 to speak to Customer Service, and pressed 3 for other matters. This is how familiar I am now. Learn it. Next, when someone picks up and says who he/she is, you need to tell him or her your problem, identify yourself (owner of the line & IC number). How hard can this be? â€œOk Mr So and so, thanks for verifying.â€
Now you describe your problem. I couldnâ€™t connect to my Broadband on Mobile. I could get the 3G Signal, but just its stated connection failed. Without fail, if this is the first time youâ€™re calling regarding this, they will tell you to do a restart of your USB modem when you know obviously the problem doesn’t lie there.
Improvement #1: Customer Service offers need a much more flexible guidance book in front of them.
After that, they explain that for Broadband on Mobile, itâ€™s actually on Shared bandwidth, thus you may be experiencing lag. Yes we all know. But I paid for nothing?
Improvement #2: Donâ€™t oversell.
But again, that isnâ€™t my problem. I cannot even connect in. Damn. Changing the APN wonâ€™t help too. Lastly the officer told me to switch to a GSM network (without 3G) â€“ NarrowBand on Mobile.
Good job done: You found me a way to get onto the Internet which I cannot even load my Gmail.
I am making a guess. Did the problem just happened because youâ€™re having some network or hardware failure which you cannot fix in time and thus youâ€™re trying hide and not let us know?
Improvement #3: I donâ€™t know, but I hope when you got a problem, at least let us know. We can be really considerate since we know it isnâ€™t permanent.
If not, please unsubscribe me from this service and waive all the rest of my fees. I am not going to pay any penalty since I didnâ€™t enjoy the service at all. I didnâ€™t even utilise it to any extent!
Improvement #4: Donâ€™t let us pay for nothing, especially when you got a service downtime, go by some SLA that waives our fees for the day or week. Learn it from some web hosting companies. In fact, they provide 100x better service.
Now, proposals to hire me go to my e-mailbox (felix[at]ker.sg). I should be able to help you improve. At least I think from a clientâ€™s perspective.
Improvement #5: I donâ€™t sleep at 12am. And I always encounter problems after 12am. You need a team on too. Donâ€™t tell me you are trying to cut costs too? 12-8am is another shift. Make more jobs. The government will love you more.
Now good night.