Telcos should find ways to reach out to loyal customers – The Star Online

I WRITE to express my grouses over the poor service I’ve been getting from my telco and also to suggest some ways such companies should explore to maintain consumer loyalty.

According to the Statistics Department, 97.5% of Malaysians used mobile phones in 2015. Of this total, 72% used their mobile devices for connecting to the Internet. This shows that from the elders in the kampung to a toddler who can barely speak, most Malaysians are able to operate a smart phone.

Telecommunications companies are competing to attract customers by claiming to provide the best coverage and offering competitive pricing and flexible payment schemes, “unlimited data” and strong connectivity. Consumers are attracted to these advertisements and marketing strategies and are taking the bait. I am one of them.

I have been a faithful customer of this telco, paying my bills on time and accepting without much resistance any suggestion to change my mobile plan.

I am currently subscribed to a 20GB Internet with unlimited calls and unlimited social apps plan for RM80 per month. It sounded like quite a bargain until I realised that I am underutilising the 20GB Internet data. Why? The so-called “borderless coverage” is limited to high communications Internet usage traffic in major cities. My housing area apparently is not within this borderless coverage and I am only able to access the services promised within the Kuala Lumpur city centre.

The moment I step into a different territory, service is almost non-existent. In short, I have been paying RM80 every month for almost a year now for a service I cannot fully enjoy.

Mind you, I have consulted one of their branches to ask for an explanation but all I’ve seen so far is finger pointing and blaming one another. This might seem petty to some but imagine the thousands of people out there who are facing the same problem.

My work is mostly based at home, which means I require high connectivity to access the Internet. This problem disrupts my working schedule when I have to make a trip to an area with a faster Internet connectivity.

I am not able to access even the most basic application in my device such as email that contains work, documents and instructions needing my attention.

I’m wondering why there hasn’t been any improvement in coverage stability since millions of ringgit are spent on sponsorships, advertisements and other non-essential marketing strategies.

I am a firm believer in the fact that consumers should be given every right to enjoy the very best from their service provider. The reason I am writing this letter is not to merely vent about this telco but to also make a suggestion that could help it improve its coverage to attract more customers while retaining the existing ones.

I ask that this company seriously consider offering rebates for those who do not fully use their mobile plans.

This would be a good way to show their appreciation for their customers’ loyalty, and it would be a win-win situation for both parties.


Petaling Jaya

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