You Mean You Dont Want Me? (An open letter to P1’s CEO)

8 thoughts on “You Mean You Dont Want Me? (An open letter to P1’s CEO)”

  1. Hon, I think you are being a bit optimistic in your service recovery projections, since recovery can only happen if there actually is a service available to be recovered. Sadly, in our case, no such service has existed for quite some time. I read that Green Packet Berhad – P1 is a subsidiary of Green Packet – lost RM176 million in 2009. But it apparently expects to “bounce back” in 2011. I say “fat chance” based on subsidiary staff that apparently don’t care about customers walking away, or – better yet! – these same staff giving customers a discount on early termination to encourage them to walk away. This is the WRONG kind of “Malaysia boleh”…

  2. Hi there,

    We are from P1 online social media team.. just to drop by to say Hi to ya =)

    I had gone thru your blog and it’s really galling about our service that you had previously experienced. I truly would like to apologize on the subject matter above.. I really do hope that you to agive us a chance to assist you on this..

    Should you require further assistance please feel free to drop us your P1 account details @ talktous@p1.com.my / reply to this blog for further assistance.

    Once again, apologize for any inconvenience caused. Have a nice day ahead =)

    best regards,

    P1 Buddy
    Digital Care
    Talktous@P1.com.my
    Careline 1300 800 888

  3. Hi there,

    We are from P1 online social media team.. just to drop by to say Hi to ya =)

    I had gone thru your blog and it’s really galling about our service that you had previously experienced. I truly would like to apologize on the subject matter above.. I really do hope that you can give us a chance to assist you on this..

    Should you require further assistance please feel free to drop us your P1 account details @ talktous@p1.com.my / reply to this blog for further assistance.

    Once again, apologize for any inconvenience caused. Have a nice day ahead =)

    best regards,

    P1 Buddy
    Digital Care
    Talktous@P1.com.my
    Careline 1300 800 888

  4. You know…reading this made me realize to what low level I have come to expect service quality in our country. My P1 is not as bad as yours but just tolerable and I have decided to just let it be as I am not going to allow that to spoil my day. I know that soon enough someone will come along with a better value proposition at a click of a button and I am off.

    Talking about service quality in Malaysia. Recently I was invited to the opening of Neutral, a new club in town…just below the Modestos at Jalan Alor (?) where Beach Club etc is. I responeded to the sms and made reservation for Alcie and my self. A guy (whose name I know) called to confirm.

    Alcie and I have never been to a club opening. We are not ardent club goers anyway. We are more of the pub types where you can get good meat….the eating type! Its cool for us to get invited to this one though! That was what we thought.
    We were there at 9pm. Ordered 2 drinks and decided to see how things go before ordering a bottle of my favourite single malt. Before my drinks arrived. The guy who took our reservation came to us and said, “I am sorry you have to go to the bar as this place will be packed and these tables are reserved”. Well, I am sure you know the most logical question I would have asked.

    There was no answer. Just a blank stare. We moved to the lonely bar. Finished our drinks. Drew a long line over our names in the guest book and walked across to Aloha and spent good money, had some fun and left.

    Businesses in Malaysia beware! The empowerment of us long suffering Malaysians is at hand. We can now just walk across to your competitors and if needed to their competitors.

  5. Dear P1Buddy

    Thank you for writing to my blog. I am not quite sure which tag that you picked but I am sure those somewhere along the lines of “crappy service”, “P1”, “Mr Michael Lai” AND they appeared along within the same blog would have piqued your curiousity.

    I have a quick question to you, P1Buddy team. Does your response to all the bloggers who complaint about your service came from an auto response? I asked because they seemed so to me. To add to that, YOUR response to all these complaints seem to come out very juvenile, seems like a “reaction” rather than a well thought answer.

  6. Hi SK

    Sorry to hear abour your experience. You are so right about customers nowadays will just decide to to move to competitors when they are not happy. But the questions are, how long will this cycle lasts and when would big companies realize that customers are getting more sophisticated in their methods to complaint, or more, to gain attention. Like me. And trust me, I like making noises 😉

  7. Dear Ms. Hanie,

    Please accept our apology if the above sounded like an ‘auto response’. We can ensure you that it is not.

    We can truly understand your frustration and we are truly very sorry for the bad experience you faced with P1W1MAX and also with our customer service rep.

    We would love to do service recovery and hope you will give us a chance. If you could drop your account number here, we can give you a call immediately to help.

    Thanks

    P1Buddy

  8. Update to readers: P1 dispatched a service tech named Sivan, who came over to our house last Saturday, April 17. He spent about a half hour or so, first trying to reorient the modem to get a signal but not having any luck doing so. He then did something with his computer and called me over to have a look. He displayed a map that displayed our location and the location of the base station that served our modem. He said that he had rerouted our modem to access a different sector of the base station, saying that our modem has previously been accessing a sector with too many users. He said that our download speed accessing the new sector was fine (speed test showed full 1.2Mbps speed) but that upload speed was slower than it should be at only 70kbps. He asked us to monitor the signal for a week and if we aren’t satisfied with the upload speed or encounter any more problems that we could call him and cancel the service WITHOUT PENALTY.

    Access was fine over the past few days up until last night. I tried to access CNN and BBC but encountered “website not found” errors. Speed showing 1.2Mbps download and 300kbps upload. Hmm. Disconnected P1 and connected the competitor’s service. No problem accessing either CNN or BBC. Cleared cache and reconnected P1: still problems accessing those two websites. Not sure why P1 is having problems connecting to sites that other services are able to access. May call the tech to ask.

    Initial verdict: we’ll give P1 another few days to prove itself and then see what happens. Speed – when it works – is very good. Consistency of access leaves something to be desired.

    Question for P1: Why does it take a tech coming out to our house to figure out that the problem is a modem accessing a crowded sector of the base station? Shouldn’t you be proactive in monitoring your base stations for crowding and seamlessly redirecting user modems to access less crowded sectors when service starts degrading? If this is a problem for us, then is likely a problem for others.

    Suggestion for P1: You should update your FAQ to include questions pertaining to “What should I do if I can’t get a signal?” and “What should I check (before calling for Tech Support) if I am having trouble accessing the Internet?”.

    I’ve got more to say, but will leave it to the conclusion of this most interesting experience in customer relations…

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