Astro Customer From Hell

[VJ]

My friend passed me this (http://media-mobi.com/en/index.php?pg=play&z=2xr9et60xd1h24mfh6ljmoag29kfad22&seeall=1) the other day and I thought of sharing it with you guys. Lol, the comments are so funny and I had a good laugh listening to the recording. Company wants customer's money, however customers come in many kinds of shapes, sizes and mentality. Hence the customer service representative is employed for the purpose for "interacting" with the customer as the rest of the company do not wish to hear the customers rantings. Therefore the job of a customer service representative is a very daunting one, in the event that a "angry" customer is confronted, which is most often the case, the rep should try his best to calm him/her down and attempt to be polite and professional at all times. In this case the customer was way over the roof and while the rep remained neutral.

[shiruikage]

i sympathise with the customer. i have been treated worse than her...with singapore company somemore! u think malaysia customer service is better? think again bud.

[Dino]

Both are to be blamed. I know you are angry but why you take it out on the Customer Service in that manner. As a customer, don't mean you can curse at the customer service. And as for the customer service, sigh......definately need more training in CS ethics. But sad nevertheless for both.

[shiruikage]

ahhh...may i surmise u never met this kind of ppl b4? lucky leh lu. :)
me...after donno how many times, i fed up liou. change provider. safer for me. sigh.....

[Dino]

ahhh...may i surmise u never met this kind of ppl b4? lucky leh lu. :)
me...after donno how many times, i fed up liou. change provider. safer for me. sigh.....

I am shocked that Astro allows this level of service. It failed starting from the moment the customer service opened his mouth.

[kamkuey]

Actually, this is only half the story. The lady was in contact with their call centre before as she immediately gave her IC number. She also mentioned that she spoke to one of the call centre fellas before. I am not surprised that she immediately began to yell and scream with vulgar words and cursing the agent, including racist remarks. She is wrong. Definitely. but we do not have the full story.

This is what happened to me before :

I stupidly used data call and raked up RM500+ in a week or something like that. Nothing wrong with that, except that my limit is only RM300 a month. So I called up the customer service and they could not explain why they allowed my bill to go up to RM500+. Fine, it's ok. My fault for stupidly using data call without the unlimited plan. So I told them that my bill is autopay to my credit card and to immediately charge the RM500+ to my card and hope that it has been settled and that my line will not be barred. I had a busy week that time. The fella say no problem. No need to worry. Will put 'remark' on my account and say no line distruption.

My line was barred that day itself.

Another incident, I could make a data call (this time with unlimited plan). So I called customer service. They insisted that I checked my phone setting and all that. Switch off and on phone. This .. that.. blah blah blah. Tried this, that. Everything. Nothing. When asked if got network problem. No. After three days of trying, I insisted to speak to supervisor. They say supervisor call me back. Next day supervisor call me back, saying got network problem.

Another incident. Same thing. Data call problem. This time for office. Insisted to check the network, agent say no problem for your area. 2 weeks later, after much shelling from me, supervisor called, say no data coverage for my office area.

yet another incident. Internet down. Same stuff... reboot computer. reboot modem. plug modem direct to computer. bypass splitter. plus phone in and try. bla bla bla. check modem settings. check computer settings. bla bla bla. ask if got problem. no problem. same story lah. 3 days later (wah.. actually quite impressive) supervisor called, saying server problem.

So having all these kind of problems before, I am not surprised at the lady's tone and response.

[Odysseus]

Let me share my experience with Streamyx. As usual, lines down la... what else. So, I called to hotline and they asked me to check this and that. Test this and that. Everything also failed. So, the helpdeks personal blame it on my PC. Asked me to reformat my harddisk and reinstall the Windows. I asked him to go far far away ..... The next day, the line was normal again....

[shiruikage]

same thing happened to me with singnet. insisted the problem is on my end of the line, when it is obvious the problem is a disconnected node switch at their end. sigh...waited 2 whole weeks for them to trouble shoot the problem.

that being said, if someone else was on the receiving end of the line and being called " thats ur problem", i'm sure they would blow their top too.

[alfred98]

They are trained to be human Robot.......take order......dispose order as they can......and keep on smiling!!!!......Although the customers was cursing all the way!!!!!....The back thing is they don't have a back up superior.....to solve difficult scenario..... :mad:

[VJ]

I wonder how many recordings are there from this sort of customers within the "training and coaching purposes" database. Perhaps enough to run a show. Maybe hitz.fm should introduce a new segment after their Gotcha! session:eek:

[kamkuey]

They are trained to be human Robot.......take order......dispose order as they can......and keep on smiling!!!!......Although the customers was cursing all the way!!!!!....The back thing is they don't have a back up superior.....to solve difficult scenario..... :mad:
The standard MO is not to pass to supervisor at all. There is no such thing as "no supervisor around" as there must always be at least one around at all times. The previous call centre I operated, although a very small one also got one supervisor around all the time.

BTW.. I wonder how the recording got out.

[shiruikage]

prolly the same way the lingam tape got out. lol.

[Fishingman]

In my opinion, the woman is frustrated but still got no right to speak to customer service like that-lah. We are modern and educated people mah.... talk nicely and solve the problem-lah. Don't have to shout 4 letters words like that mah.... some people are just uncouth.

[shiruikage]

In my opinion, the woman is frustrated but still got no right to speak to customer service like that-lah. We are modern and educated people mah.... talk nicely and solve the problem-lah. Don't have to shout 4 letters words like that mah.... some people are just uncouth.

yeah...but can feel her pain and frustration. "ooohhh, feel the pain! yeah, feel the pain!" (lol, this is what i imagine the rock to be telling himself if he's in that situation!)

[Fishingman]

yeah...but can feel her pain and frustration. "ooohhh, feel the pain! yeah, feel the pain!" (lol, this is what i imagine the rock to be telling himself if he's in that situation!)

If I were the cs I think she'll probably get some back!:laugh::laugh: No wonder I'm not in that kind of cs.

[kamkuey]

Actually the customer lady also too much lar, sekali come out shouting and screaming. But if you put yourself in her shoe.. then you would probably know how she feels. Right now none of us knows her side of the story. We only hear her screaming at the CS. She could have called numerous times and all she got was "She will look into it"

And going by our experiences, I would not be surprise if she has missed her fav Shah Rukh Khan movies once too often. hahahaha

[Dino]

I think the customer is even worst than the customer service. If you are not happy with Astro, write a letter and complain to corporate, don't take it out or threaten the CS rep. I dunno but when she harp on the issue, "What you mean by its my problem" after her friend talked to the CS, i was thinking....please laa lady...enough......you're being a btich yourself.

[Fishingman]

I think the customer is even worst than the customer service. If you are not happy with Astro, write a letter and complain to corporate, don't take it out or threaten the CS rep. I dunno but when she harp on the issue, "What you mean by its my problem" after her friend talked to the CS, i was thinking....please laa lady...enough......you're being a btich yourself.

I think she just wanna lepas geram and act lansi-lah... I doubt she will do the same if some bigshot from Astro really come talk to her. She will probably be like a mouse that time-lah... some people think cs personal are low ranked therefore easy to abuse mah. :squeeze: