Thursday, June 23, 2016

Compensated by DiGi

  • It wasn't easy. Had to have a back and forth dialog with DiGi over messenger and overall it left a bad taste in my mouth. I did get back my precious RM 30 which was wrongly forfeited by DiGi. I did get a somewhat "sorry" from DiGi. 
What I am not satisfied is that I only got back my "refund" after making complaints in Facebook and on this blog. What about other people who don't do this ? Would they have been compensated too.



P/S: Just a note - any DiG custome i can make the Digi plan change themselves easily via their phone menus. You need not call DiGi call centres to do that. And since access to that feature is open and easy to get to, ample warning should have been given that any changes in plan meant their system will wipe away all your previous credits you have paid for other services. No warning was given and the assumption is the customer should have known better and they should have called DiGi support. And when your credits are reduced to zero, no message is given. It is just gone!



The dialog between me and DiGi via Facebook.


  • 11 June
  • Digi
    11/06/2016 20:50
    Digi


    Hi Andrew Ooi Boon Seng,
    May we confirm whether the plan change done on your own or by one of our staff?
    Warmest Regards JD
  • Andrew Ooi Boon Seng
    11/06/2016 20:57
    Andrew Ooi Boon Seng


    The plan change was done by me
  • Digi
    11/06/2016 21:07
    Digi


    OK, may we confirm whether you have contacted us to inquire about the plan change before it was done or before you posted on our wall with claim of being cheated?
  • Andrew Ooi Boon Seng
    11/06/2016 21:23
    Andrew Ooi Boon Seng


    Why should I inquire about the plan change when I was the one who made the change? I wanted the change. What I didn't expect that my monthly Internet subscription was nullified wasting my RM 30. No warning was given.
  • Digi
    11/06/2016 21:33
    Digi


    Please don't get us wrong. We just would like to get more clarification because we couldn't find any records of previous interactions with you in our system prior to the plan change. When you said cheated, we thought you might have been misinformed by one of our representatives about the plan change process
    Since there has been no adjustments made for your account involving similar issues before, we can arrange for a one time refund for you, as a token of goodwill due to the confusion.
    However, we strongly recommend for you to contact us here or by calling to our helpline to get more info before making any changes to your line. We won't be able to guarantee any more refunds in the future for similar incidents. Please acknowledge before we proceed with the refund arrangement, TQ
  • Andrew Ooi Boon Seng
    11/06/2016 23:38
    Andrew Ooi Boon Seng


    When you say refund as a token of goodwill it implies that there is doubts in my claim but you may refund me all the same. That doesn’t sit well with me. The issue here is the change of plan involves forfeiting any subscription a customer already has which is very unfair and wrong if no warning is given. I am sure there are other customers who are in my situation. If it is a matter of that RM 30 refund, please keep it! I’d rather customers be informed of this clearly bad practice by DiGi. We don’t have to ask if our subscription will be wiped away before making a plan change because it is logical to assume that it will not happen. Since this is the case, then DiGi should be responsible enough to alert users that any change of plan will involve them losing money on previous subscriptions.
  • Digi
    11/06/2016 23:58
    Digi


    Certain changes may affect other parts of your account due to system conflicts and/or limitations. Due to this, we strongly recommend for you to contact us prior to making any changes to your account, in order to avoid any unwanted surprises.
    Nevertheless, we value your feedback. It has been recorded officially so it can be included in our future service enhancement processes, TQ
  • Andrew Ooi Boon Seng
    12/06/2016 00:23
    Andrew Ooi Boon Seng


    Sorry to say your reply is very off putting and makes me even more dissatisfied. I only expect 2 simple things. A quick refund and a short apology for the mistake made. I'd be very satisfied with that. Instead what I get is "we can arrange for one time refund.." implying you can but not necessary you will refund ??? And then there is a reprimand that it may be the customers fault to check for system bugs where changes in plan involves loss of credit (which is clearly weaknesses DiGi should know about and we don't have to call to find out if there is any possibilities of that!). Come on DiGi. If this is "system limitations" or "system conflicts" it is clearly bugs in the system which is the responsibility of your systems engineers to root out. Blaming your customers for not finding it out earlier is something really rude.
  • 12 June
  • Digi
    12/06/2016 16:03
    Digi


    No, by conflict we don't mean bug. You are changing from an old plan with a different internet charging base, Pay As You Use (PAYU) to a new plan with a free basic internet access base. So, any change to the base will affect any add on packages/subscriptions you currently have, when the old base was removed.
    Yes, we do agree that a warning prompt might have helped in cases like these, so we have recorded your valuable feedback for our future service enhancement processes. As a precaution, we still recommend for you to contact us here prior to making any changes to your account.
    We have arranged a refund for your account as promised earlier. You can expect it to be credit into your account within the next 48 hours. Do let us know if it is still not credited within the time frame above so we can check the status of the arrangement for you ya.
    On behalf of Digi, we apologize for the confusion caused, TQ

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