I have been a fan of DIGI for years. But no matter how good or great a company is, there will be complaint.
Here is a story from a reader:
I am a frequent business traveller and will always have roaming when I am oversea.
March 4th 2010 when I returned from US via HongKong, at HK airport, I was charged a very wierd RM9.00 charges.
Notice the time difference of only two seconds between the calls.
I made a call to DIGI and the biling department called back and said the charges are for Miss-call alert service. When I was in HK, someone called me, and I didn’t answer. So the call was ‘automatically’ diverted to Digi in Malaysia and then Digi Malaysia ‘automatically’ sent me a sms to notify me of the miss-call. And for that, they charged me RM9.00. I told them it is not fair, I have never opt for miss-call alert, this service was provided by default when we sign up the Digi service, and we were never alerted of the high charges when travelling! Morever I have been travelling frequently and I have never been charged like this. Imagine if I have 10 miss-call when I am travelling, I will be charged RM90!
I would like to bring this to your attention as this is a very unreasonable charge and as a comsumer I feel cheated and unfair treatment.
I would like DIGI to explain why such high charges for just a miss-call alert, and have them review their ‘default’ service that came with such unfair high charges. And as a consumer I was never alerted of such charges but just thought it is a free service Digi provide!
It is the way you handle the small little details that differentiate your company’s image from your competitors. Whenever there is a problem faced by your customer, that’s the perfect time to show how much you care. What you did now will stay on the web permanently, forever.
Digi, if you are reading this, it is never too late to rectify the problem. Contact me if you want to do something for your customer.
Update 14 May 2010:
Digi had agreed to waive the sum of RM9 on a goodwill basis.
That’s very kind!