Here I am to complain against Digi's service. As daddy wanted to buy the ipong from Digi, both of us have to port over to Digi from Maxis. As his supplementary line, I followed as well because he pays for my phone bill. We had difficulty getting that blardy ipong because a lot of hassle occured. We went to Pavillion Digi Centre first, found out that they don't have stock and have to wait until 25 April baru ada. Then the salesperson told us that their Sg. Wang Digi Specialised Store has stock, so we walked all the way there to find out again that daddy still has a remaining amount that was not settled yet. His sister's line registered under his name. He has to settle whatever outstanding amount with Maxis before our line can be port over to Digi.
He went to pay for the outstanding amount immediately at the next door Bukit Bintang Plaza Maxis Agent Store and again was told once he returned to the Sg Wang store to get the letter from Maxis Service Centre indicating that he has fully settle the amount. It has to be a service centre to issue the letter. Agents can't. We was told that the nearest Maxis Centre was in KLCC. Hence, we gave up. Remember, we were taggling Lunz all along, running here and there. Since we park in Pavillion, we have to walk all the way back to get our car. Luckily daddy found out that there is a Maxis Centre in Pavillion, so, we managed to get the letter. But then, we have to walk all the way back Sg Wang again to hand over the letter and process the application. Off we went again and his issue was settled in the end. He managed to get his ipong the following day after the centre confirmed on his port over decision and no outstanding amount due.
Then when it came to me pulak, we also have difficulty getting the ipong. Ada duit to buy also so many problems. Well, I sort of like the phone so much that daddy decided to get me one. This is where I'll start to complain about Digi. We went all the way to Low Yat (the only store that has the white 16GB ipong in stock) and was told that they can't proceed to change the supp line and re-register into main line for us. They just can't proceed as their system doesn't cater for that process. We have to go to Digi Service Centre to do that. We don't quite believe that gal and went to the same store in Sg Wang where daddy has bought his ipong to double confirmed since Sg Wang is just next door to Low Yat. We were told the same thing also.
Then we walked all the way to Pavillion, having some deja-vu feeling that it's going to happen again. The whole hassle process of getting an ipong. At the dentre, we was told that we can't switch plan for 3 months after port over to Digi. It was their policy that we have to wait after 3 months to do anything to our line. This including supp line as well. Since daddy has already tied down to the ipong contract, this stupid policy doesn't affects him much. My line has no contract binding and yet I can't do anything because of the stupid policy.
Meaning I can't switch plan, I can't apply for the ipong and I gotta wait after 3 months to do anything.
Frustrated, we left Pavillion and hang out at Haagen-Dazz on our walk back to Sg Wang to get our car. A Friday night out without getting what we wanted to get but at least we chilled out and enjoyed our ice-cream. Just to cool down.
The next day, we made some enquiries through online iDigi chat and also by phone to their customer service. The policy just doesn't makes sense. We don't see the logic behind it. And the funny thing was we kept on getting different answers from different Digi consultants on that subject matter. The website did mentioned that we have to wait for 3 months but some consultants said it can be done. Where is the consistency in providing an accurate answer? Is this some sort of good customer service when we kept on getting different answers from different people?
I re-capped one of my conversation with a customer service consultant:
Me: I wanted to change plan and I can't do so because of some stupid policy saying that I need to wait for 3 months. This was because I was just newly port over from Maxis. Is there such as thing?
Her: Yes. There is.
Me: Then how come I kept on getting different answers from your consultants that I can do so?
Her: Let me check for you once and for all and this is the final answer ok.
Me: Better because I don't wanna make a trip down KL all the way again to find out that I can't proceed. It is just frusfrating getting inconsistent answers from your people.
Her: Sure. You hold on to the line while I checked ok.
After some time....
Her: Hi, it's confirmed that you can't switch plan until after 3 months. The policy applies.
Me: I find it pretty ridiculous you know this 3 months thing. As already a Digi customer, I'm not allowed to upgrade to a better plan. It is not that I'm switching service provider. I just want to upgrade my plan and gave Digi more money and it makes no logic with this stupid policy.
Her: Ya....I know. But we can't do anything with this policy since it has already been set. Sometimes it's good to have policy you know. This policy is meant as a trial period. A period for you to determine if you are suitable for Digi and vice-versa.
Me: I still think the policy makes no sense. We want to upgrade our plan, give more money to Digi and can't do so. Don't you think it is ridiculous to set such policy? I know the policy is there but aren't the company should be more attentive towards the customers' feedback to improve your service or policy?
Her: Yes...that's why I'm putting your comments down.
The end.
I know it is useless to babble so much on the phone with those consultants, not that they will do anything serious about it.
Such stupid policy, such stupid rules.
Then I was told in one of the calls that I can actually terminate my line and re-register as a main line. But when I brought up the issue of that 3 months policy, they quickly changed their answer by telling me I can terminate but can't re-activate as a main line until after 3 months...
OMG.....doesn't this people seems to know their job well? Aren't they suppose to be familiar with their information since they are the front line people?
This is really poor service man. If not because Digi offer a better ipong plan, we would have stick with Maxis instead. At least they provide better service.
Now, I'm stuck. I don't know whether I want to wait for 3 months to get the iDigi plan or change to a new number now and get it immediately...
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