So my wrestle with Malaysian customer services continues. The lack of intelligence in the customer service industry baffles me. In any other country, no one would put up with the shit we put up with here but of course, we’re Malaysians and we hate confrontation because that would mean losing face.
But is face really worth suffering horrendous customer service for the rest of your life? Is that the image we want to present to the world? Are we ready to be labelled a developed country when basic common sense appears to be missing on ground level?
Some instances of sheer idiocy:
- Maxis charges me RM6000 for my phone bill even though I bought a data package, followed all the settings they told me to do AND they sent me an SMS after that telling me to ignore data limit warnings if I’ve already purchased a package
- Telekom Malaysia cutting off my mother’s landline, claiming my brother requested cancellation on 12 January…when, funnily enough, he’d left for Australia on 10 January. So suddenly Telekom is allowed to cut off people’s lines without authorisation from the primary lineholder?
- I go to deposit cash into my RHB account but the machine says ‘Transaction timed out’ and doesn’t return my cash. I call them up and they say, “Oh sorry miss, there was a problem with our machine yesterday. It will take 5-14 working days to return the money to you.” So I’m stuck without cash for 5-14 days because YOUR machine had a problem? If YOUR machine had a problem, how is that MY problem? And I’m not even going to get into the millions of times I’ve gone to an ATM in this country, and it’s temporarily out of service…why is it ALWAYS out of service?
- I want a card with an embossed name, so I can make online purchases. But in order to do that, I have to give my current debit card back to the bank and wait THREE MONTHS for a new card. You know, because SO many people want an embossed card from RHB that it takes THREE MONTHS to make. And how do I get cash out in the meantime? Go to the bank and write cheques in my own name. Archaic.
Now let me tell you how the above scenarios would’ve resolved had they happened in the UK:
- It wouldn’t have happened. The O2 data package would’ve worked with no ludicrous phone bills
- It wouldn’t have happened. And if I did, I could’ve taken BT to court and sued them for compensation
- It wouldn’t have happened. HSBC’s machines would’ve worked. In my four years in the UK, I NEVER saw a cash machine that was out of service
- My first card from them was already embossed, and came within three weeks
Let me tell you how it was resolved here:
- I screamed at them, and caught them out on the SMS. In the end, they ‘only’ charged me RM3500 as a gesture of goodwill. My response? Fck off with the goodwill. The second there’s a better telco here (because let’s face it, they’re all as bad as each other), I’m changing service
- I screamed at them, and caught them out on the fact Clifford had left Malaysia by 12 January so there’s no way he could’ve called to cut the line. They told me they’ll reconnect in 5 working days. I insisted if they don’t come today, I will make a VERY big deal about the fact they did something illegal. They came in half an hour.
- I screamed at them, and now they’ve shortened it to three working days. Still too long, I’ve told them, maybe I should’ve just kept the cash and not bothered banking in. They’re going to get another call from me soon…
- I didn’t bother. If they don’t want to expand their services to become a WORLD CLASS bank, what’s the point?
Let’s face it - the only way to get anything done in Malaysia is by screaming at people because common sense has all but abandoned Malaysian companies. Stick to the rules, stick to the script, stick to whatever has been set by the people who’ve lost touched with the masses.
And it’s true, the only reason why I’m in Malaysia is because of Rinpoche and Kechara.