While my previous post was about the poor User Experience design of the customer service IVR of Astro, which by the way i forgot to mention must have been done by the most incompetent UX designers in the local industry, part 2 of my entry will go into detail of the technical rectifications themselves and focus on how Astro not only suck at designing systems but in managing as well.
Now... This is not the first time i have had problems like this and will likely not be the last if i continue to retain my astro subscription. So first let me give you guys a background of what's going on.
Astro staff will never go to your house. Thats a fact. Regardless what happens they won't. This is because the outsource all technical installation and home troubleshooting to external contractors. These external contractors get paid based on the number of jobs they do so naturally for them - the more the better. Now this becomes a problem because most of these companies are understaffed to begin with.
Picking up where i left off on part 1 of my post, the customer service rep arranged the time for the technician to come to my house at 9am the following day. It was acceptable until he didn't come. Around 10-ish he called and said he was coming at 11, which again he proved to be a no show and a later call again he scheduled for 3pm.
He didn't come until 5:20 and even that was after i refused to put down the phone when i made a followup call to the customer service centre asking them what the hell was going on.
Now, I will initially accept waiting for their contractor to call but lets be crystal clear. The external contractor works for astro. Not me. Its not my job to follow-up. Its not my job to track them and its sure as hell not my job to tolerate their no-show bullshit.
To a customer the call centre is the one stop call number. Its Astro's job to make sure all appointments are kept and met. But for some reason the crap they are teaching at call centre school is that customers need to track their vendors movement.
I have a service contract with astro. I pay monthly service fees to astro. I lodged a complain to astro. If astro wants to come and fix the problem themselves then all the better. But if they are to lazy to deal with their own shit and need to hire outside help to clean it... Then they better be sure as hell the guy they hire to do it gets it done.
Of course after all the stunts the technician pulled, i had no intention of talking to him even though requested by the call centre . No sir. All comms should go thru call centre to customer.
And still they couldn't get that right. The technician continued to give all sorts of times that kept changing. Of course now with the CS doing the coordination, now they know how much crap the contracting companies are pulling. And now they know how out of control their contractors are.
But what can Astro do. Its not their fault. After all...A dog can't put a leash on a human. And yes... just to be clear... i am calling the Astro workers who can't control their external contractors DOGS. Cause they sure as hell ain't the humans in control.
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