Dear Mr Michael Lai
First and foremost I would like to thank you for your P1 wifi service that has been used at my house since July last year. It was my husband who thought that by using a P1 service, it would enable us to get connected as he was away in Canada at that time. It would make our communication easier.
Communication using chat with my husband after signing up was tough at best as the line kept on dropping or slow, crawling to a dial-up pace. It went on and on and on till now. The word crappy came to my mind first but I like to be diplomatic as I could. My husband has a better word than crappy. He called it shit but that wasnt too nice to put forth to a CEO of a Company, I told him.
Yes I did receive your email explaining about the service upgrades and all that. That was last year. But I was kinda hoping that it would improve. My husband and I talked to your Customer Service a few times too. They say we can do a speed check online. But how can we do an online speed check when we can’t even get online? Whenever we are able to get connected, it is always at a snail’s pace. We can’t even upload our holiday pictures onto our Facebook albums. You see, Mr Lai. We are a family oriented people. We want family and friends to be connected to us via all modes of communication including FB. 5 of the children are located in another continent which has 14 hours time difference and another teenager, who even still live with us, wants to show us her photography skills via pictures uploaded in her site.
We can’t do this efficiently when our internet connection is not stable. It reacts like a psycho bitch who is moody and self-centred. It only works when it wants to. Most of the time, it doesn’t want to. It makes us pissy mad. My husband who believes that all these high-tech things will make our lives easier, cant even pay his bills online lest the data got lost while transmission.
I am a bit of a conservative type. I use the net to surf for recipes, read news, emails, FB-ing and blogging. I dont really blog well but so far I have steady followers who read my rants and stories for the past 3 years or so. I can’t even do that with the internet always at a dying pace. Or worse still, dead.
Then, my husband came to realization that he can actually switch to another provider! And change he did. Their service works all the time and at any time. Must have been the good works coming from the cute, funny Yellow Man who tags us whenever we use the service. It works in the toilet too! How cool is that?
With the new service provider in place, it makes me ponder, what should I do with P1? I have a few options, really:
- grin and bear with the service and hope it will get better.
- Go to the hub and buy out the service contract so that I don’t have to listen to my husband’s rant.
Listening to my husband’s rant day in day out about the service wasnt very pleasing, I must tell you. You see, he is a creative guy in a lot of ways, including word play. I stopped defending P1 service, its upgrading stuff and how the CEO is a caring guy. I ran out of creative excuses to give him and justifying why we are paying RM99/month for something that doesn’t give us anything in return.
With that I went to your P1 hub yesterday. 99% of the intention was to buy out the contract. However, 1% of me was really hoping that some miracle would happen so that I don’t have to do the deed. I was getting very attached to see the modem blinking red on the counter near the sofa at home. I know it wasnt really a comforting sight but it has been there for almost a year.
But we human beings never learn.
I sat in front of your Customer Service staff telling him that I am looking at buying out the contract. He clicked a few things on his computer and told me that I have another approximately 12 months for contract expiration. I looked at him, still praying for that miracle so that I can change my mind.
He proceeded to write down the total amount for me to pay (came to about RM500 plus including some dues because I was pissy mad at your service) and said, “You need to pay all these including RM299 termination fees”.
“Ok”, I said. “Can you please tell me why RM299 and not some other amount?”
He said, ” This is what we charge for termination of contract”.
“Ok”, I said again. “But what does it means? Worth of your contract? Documents? Modems?”
“No”, he said. “It is just an amount to pay….”. Sigh.
“You mean I dont owe you anything anymore after paying all these?”
“Thats right. Instead of paying RM1,188 as penalty, we are giving you a discount of RM299 plus amount due.”
“Hmm…the amount is weird and you can’t even explain to me why the RM299….”
“Is this all, Madam? Thank you and have a good day”.
“WHAT? You don’t want to know the reason why I want to terminate my contract???”
“No, I don’t want to ask. Besides it is your right to terminate the contract at whatever reason you have.”
“Uh yeah, but here you are saying that you are willing to let me go at a cost of RM500 plus so that you can get rid of me and not looking at the potential income for next 12 months which will generate you a thousand plus ringgit??”
“Thats right!” And he smiled at me.
“Arent you supposed to do a service recovery here by asking why? I might change my mind, you know?”
“Ohhh, we will only ask you when you return back the modem to us…”
“Isnt that a little bit too late to do service recovery?”
“Well, that’s our procedure here.”
I promptly left the counter as I felt that either this guy didn’t get what it means to be customercentric or the company hasn’t given him any training of service recovery. I didn’t want to waste my time talking to someone who didn’t feel it is important enough for him to ask questions from his customers. It didn’t matter to him.
A source in the internet says that you have a client database of about 80,000 subscribers as of 2008 and climbing I am sure for 2009. I am not sure what is the segment of users who fall within my category but lets just say, for the sake of discussion, if you have a fall out of 20% and their profiling is similar to mine, you are losing 16,000 customers on a steady rate. Charge them RM299 per termination, you will get RM4,784,000.
BUT, if you train your people to do a service recovery well, you will actually gain RM19,008,000 if all changed their mind like I almost did! (RM99 x 12 months x 16,000 customers).
By the way, here is my first rant about your service. Enjoy reading. Search for other rants in the search box if you will.
PPS: I was told that you and your team have a weekly meeting to discuss on any items that came out in the internet search. I hope you found mine. And share with your team. Especially about the service recovery. Mention about the potential loss of income too. Let them ponder a little.
Your soon to be ex customer