I've been using DiGi for the last few months..
The experience?:- HORRIBLE
10 Reasons DiGi Failed me:-
a) always dropcalls
b) lines not responsive and are usually connected on the second try of calling (or else service is not available)
c) customer service ALWAYS fails and never carries out what they promised to do... (eg. to call me back in 48 hours time - Failed 4/5 times)
d) Constant barring of line, when in fact, DiGI HAS NOT revert to me in regards to my billing queries... hence i had to suffer for their inefficiency
e) my complains to customer service falls on deaf ears...
f) their basis of inability to tackle my GPRS billing problems is that it is customer confidentiality and forces me to accept that or get out
g) their unwillingness to examine my billings and notice that there is something not right with my bill shows their lack of initiative despite customer complaint
f) customer service always slow - puts me on hold on average 5 minutes, longest is 15 minutes...
g) their inability and absence of initiative to make amends for their errors. No apology is made for making me call them back when in fact they promised to get back to me
i) DiGi Internet (Edge) always clashes with calls - (cannot receive calls when I'm surfing with DiGi)
j) Cannot take simple instructions eg. Always send my bill to my office when I tell them to send it to my home!
Good things about DiGi
a) only 1/5 people in DiGi customer service gets the job done... hire better people please!
b) Edge is at very good speeds and stable
c) Downloadable Detailed billings at their website
My case - 012 252 7168
During my usage of DiGi, I found their EDGE useful - so I use it quite often, even more once I've gotten the unlimited date package.
However, my prob occured in my bills when DiGi billed me a staggering RM369.20 from 12th May to 11th June 2009... [this was before my unlimited data package]
Although their tier discounts lowered the sum to a maximum RM149, it did not answer what amounted to that huge surge of charges.
I checked my bills and I discovered as below (in the pic)
On the date 8th June 2009, I was billed RM 67, RM 133.70 and RM 127.60 on 3 separate occasions for GPRS (Pay As You Go)... That amounts to RM328.30...
This happened all in ONE DAY and DiGi could not determine what amounts to the data nor the website that incurred this charge.
The timing of the charges is illogical as part of the charges showed that I used the internet, when in fact, it was my norm to use my office internet during work hours. Still today is 28th July, and STILL NO answers from DiGi on this matter... That one and a half months time of investigation yielding NOTHING...
Without the additional 328.30 charge, my GPRS would only amount to RM 40.90, which would make my bill for that month as RM 101.28 and not RM 220.15 as stipulated in my bill..
To me, that is a DOUBLE CHARGE...
I switched to DiGi expecting better things, but that is not what I found
So apparently "Time To Change" does not guarantee it it always a good change.
I'm going back to Maxis...
What can you learn if you are using DiGi?
a) ALWAYS check your bills...
b) or switch to other networks
c) make sure they don't charge you randomly
What should DiGi do?
a) I don't care, I don't wanna know
b) I would have preferred that DiGi took the initiative to offer me a further discount, but I already paid my outstanding bill today, and I already put in my transfer request to Maxis... TOO LATE for anything of such..
c) Make sure you meet your promises. Even if you got nothing to report, a courtesy call can be important to customers. So many times CS promised to get back to me in 48 hours, and for me to call back asking why I was not given feedback DOES NOT look good on you...
d) Hire better people in CS - some are just horrible, some are in fact very good. As a customer, I want people that can give me results... Your CS people represents you. When they do a good job, they don't get the credit - YOU DO... when they do a bad job, you get the blame... Understand?
e) You need to hear your customer. You don't want a frustrated customer who has repeatedly given you a chance to prove yourself (one and a half months) and for them to blow their top on Social Media sites or on blogs like what I am doing now...
f) One act of kindness speaks more than the evil - assumingly you did write off those questionable charges for 8th June, my reaction would be opposite. I would be defending you instead of questioning you, I would be happy with you instead of being dissatisfied, I might even be asking people to switch to DiGi instead of Maxis (or other telcos)... But I find myself switching back to Maxis because the bad experience you have given me makes me think that Maxis is indeed the lesser evil... I may not have blogged about it, or tell my whole Facebook network about it, but I WOULD HAVE FELT GOOD ABOUT DIGI...
g) I told your CS people many times - tell me what those charges amount to and I will gladly pay if INDEED I really did use it... yet, you fail, and made me feel unimportant. Your current solution for this matter does not seem to do anything. Please change.
h) stop bothering me from now on. I'm waiting for my Maxis package to begin, and I don't want you to further hound me on anything unnecessary.. thank you...
DiGi, It is TIME (for you) TO CHANGE
Tuesday, July 28, 2009
I've been using DiGi for the last few months..