Bananachinese’s Weblog

March 17, 2014

Henrik Clausen CEO of Digi Telecommunications… is this still true?

Filed under: Announcement, Life, Malaysia, Repair — Tags: , , , , — bananachinese @ 12:07 am

No. No. No. I’m not going to write anything about Malaysia’s MH370 nor comment on Najib Razak’s government’s handling of the issue.

Anyways, talking about communication…..

Heard a lot of complaints on Digi nowadays and found below comment about Digi service from the internet.

Hey Henrik, is this still a problem for Digi now?

=====

Suganthi Ramalingam (Sue):
DiGi Telecommunications why the yellow man not following me anymore.. out of 10calls, 8calls are dropping. Service is really bad. I am searching high and low for signal everywhere I go. Please follow me, so that I can get good signal.. I miss you yellow man.. Where are you. I need you very badly😦

Digi’s reply:
Hi all, we’re aware of the outage and our engineers are currently troubleshooting the problem. We’d like thank you for your patience while we restore our services
Hi – Can you please restart your phone to acquire the signal again?

To which, there was no reply to.

Suganthi Ramalingam (Sue):
DiGi Telecommunications i restart my phone every day and nothing helps.. this issue have been going on the last few weeks… previously it was only at Nusaputra, Puchong then even in Cyberjaya the problem is occurring. Even those ppl in Seremban are also having this issues. I am from Technical line,.. so please do not give me some suggestions/solution, just to keep me occupied or to keep me happy.. we all know very well you have capacity and bandwith issues. And so called upgrades you are doing at your end is not serving the purpose either. Its either the UAT is not done properly, change is not raised properly or the upgrades are being carried in a haphazard manor I do not know. Either way, you guys needs to do proper Capacity Mgmt, carry out proper UAT and implement proper Change Mgmt processes. majority of your subscribers are not happy with the current service. Just cause they are quiet doesnt mean they are happy, some just port to another carrier or just to frustrated to even say anything. Humble advise, pls establish a quick response team who can work round the clock and have the “Service Improvement plan” drafted out for service restoration, otherwise you are going to loose more clients than you already did… I have been very faithful to the yellow man, it’s been 9years. we have been having a very very long and faithful relationship.. As much as possible, i would love to remain with the yellow man, but if you guys do not fix the issue, guess, I need to look elsewhere, probably the blue or orange man…..

My comments:
We are in the era of smartphones, technically, we do not really need reboot/restart our phones. Even when are signals are at full bar, the problem does happen. Here again, what we are we expecting is not a nimble answer but more for Digi to admit that they are having issues, that you are doing everything you can restore the services. Add more signal towers or signal boosters Malaysia wide, if you have to. Do what it takes, let your customers know, give us a timeline, announce it on tv, FB, media. A real leader has the courage and has the capacity to admit the problems they have and at the same time, has teh confidence and tell us, stay with us, be patient with us, we will get this done. This will prove Digi to be a strong competitor, a responsible provider and a company who cares for their customers and ensures a long lasting trust relationship with the customer. Throw a freebie if you have to. This is where your loyal customers are born, this is where you make your name in the market. I am working for a huge MNC service provider company and I know how tedious is it to keep your customers happy. When there is an outage or service delivery issues, I know how much effort it takes to get that vote of confidence back. Never the less, that is what Service Provider industries are about. Whether you are a Telco, some big MNC company or small time retailers, it is only about one thing, KEEPING YOUR CUSTOMERS HAPPY, at all cost. Your customers either “Break you or Make you”. If you do not take care of your customers, they will run off to other service provider thus affecting the trust we have for Digi not to mention in the drop of sales. Then you will re-invent the wheel and go through a sales frenzy, lower your cost and try to win back the hearts and the cycle continues.

When you CARE for your customers, they will remain with you, no matter how bad the situation can be, cause we know you care and this is just a temporary glitch and you will make the ammendments, the soonest you can, cause you are RELIABLE. And you would definitely win the hearts of millions of Malaysian’s and people will sign up with Digi no matter what the price is and stick by you. That is the difference between a company that is just doing a business for profit sake and a company that still makes a profit but with the needs of the customers, well taken care of. Who you think will win this battle? Who you think, will make profit and emerge as a leader?
The world is emerging and with the Internet hype, and introduction of VoIP, and the emergence of Lync, Skype and Viber, video conferecing and etc.. etc.. things are either getting cheaper or technically “free”, by the minute and if Digi is to stand all and still able to make a profit, you gotta do someting different, think different. Care for your customers and you will win our VOTES and our HEARTS and our MONEY.

Regards
Suganthi Ramalingam
Been faithful to the yellow man the last 9years, don’t make me change. I Love the “Yellow Man”

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