If you think poor service quality is bad...
It's 9th Dec 2009, not really a special day, but it's the launching date of M1's iPhone. Having reserved my set online via an e-mailer, was thinking that it would actually speed up the process. But instead of convenient, it proved to be more of a hassle.
The launch started on 9th Dec midnight, where queue was ultra long (just like the hello kitty trend @ McDonalds). So inquired with the staff where they replied that "Sir, since you have reserved your set, you can actually get it later, not necessary to queue up.
So later in the day, I went back to the same M1 shop to pick up my reserve phone during lunch time. WTH, there was still a bloody long queue. Eventually, I've found out that the queue was to get a queue number for the counter, alright... Queued up for 1 & half hour just to get a queue number. Then the issuing counter staff ask me which model and plan do I intend to get, so I've replied "Doesn't M1 holds the details when I've reserved my phone?" She was dumbfounded. So I've told her never mind and repeated my preference. Thereafter, she told me that it'll probably take another 2 hours to reach my queue number. That's not all, when it finally reach my turn, the staff told me that in order to switch my corp plan to public plan, they need to use my phone to call the customer service hotline to get the service officer to activate the switch. Thus, waited for another hour to get through the line.
All in all, took approx 5 hours just to buy a bloody iPhone and below are my grumbles:
1) Why wasn't there a queue to separate walk-in customers and reserved phone customers. Doesn't that speed up the process?
2) What is the point of reserving a phone online when your details are not recorded down and made readily available at the shop?
3) Why isn't there a fixed line for M1 shop to call cust svr for such case related to mine? Must use the customer's phone some more, worse still, wait along with all the rest of the customer.
If I was a customer who call to enquire about non-iPhone related matter, doesn't it means that I have to wait whole day to get thru ?!
4) If back end process is not properly consolidated, why bother to inform M1 customer about the launch and allow them to reserve phone?
What I mean is that, for my case of switching from a corp plan to a public plan, given so many days to do all back-end processing, why do I still have to end up with 5 bloody hours to buy a phone!
I mean, with internet readily available, it is meant to ease people's life, not cause more trouble for them. So I can say that I am utterly disappointed with what I've experienced today. If you ask me to rate their service, I'll say I can't, because the back-end processes (which I've give -100) are terrible.
My iPhone !!
If you ask me is the waiting worth? My answer is NO! But I am not available to do this again tml or the day after (the reserved collection date is till 11th Dec), so I gotta complete it today.
What a disappointing experience.
Lastly, I have 1 question: If the M1 shop gotta call the cust svr hotline for similar cases like mine, how did those who queued up for the launch at midnight resolve it? You mean the cust svr (opening hrs from 9am - 9pm) work OverTime just for this?
∞ºΦenjOying.my.sOlitudeΦº∞
Labels: i.LuB.AppLe.and.windOws.can.gO.Out.the.windOws, pOOr services and wOrse
