I had a lot of difficulty with Open Net. A few months ago, they sent me a letter asking to arrange for installation of Open Net in my home. I responded.
Their engineers were not able to install the line. There was some problem that involved the PUB. I do not understand what the problem was. The matter was not attended for four months.
This morning, I called the hotline of Open Net to find out the status. I made many calls over two hours. Their automated system keeps saying "all our lines are busy". Busy - the whole morning? No indication on when they are able to take my call? I wonder if they really have any staff answering the phone calls!
This type of bad service is quite common with many organisations in Singapore - government agencies and businesses. I suspect that they created so much hassle with their regulations and procedures that they staff are not able to cope with the calls for assistance.
Let me relate my experience with a telco in Cambodia. They may be less advanced in their infrastructure, but they have much better service on their call centers. When I was placed on hold, the message was ... "you are placed 5th in the queue". This keeps reducing on each announcement. I did not have to wait long to be served.
Their engineers were not able to install the line. There was some problem that involved the PUB. I do not understand what the problem was. The matter was not attended for four months.
This morning, I called the hotline of Open Net to find out the status. I made many calls over two hours. Their automated system keeps saying "all our lines are busy". Busy - the whole morning? No indication on when they are able to take my call? I wonder if they really have any staff answering the phone calls!
This type of bad service is quite common with many organisations in Singapore - government agencies and businesses. I suspect that they created so much hassle with their regulations and procedures that they staff are not able to cope with the calls for assistance.
Let me relate my experience with a telco in Cambodia. They may be less advanced in their infrastructure, but they have much better service on their call centers. When I was placed on hold, the message was ... "you are placed 5th in the queue". This keeps reducing on each announcement. I did not have to wait long to be served.
7 comments:
Gentle suggestion.
Never be the first to use all these new technologies.
The companies are using you as a guinea pig. To save costs, de-bugging is seldom done before release to customer.
Politely called "learning on the job"
I called again in the afternoon. I spent 15 minutes and still got the same message, "all our lines are busy". Still, cannot get through.
I went to their website and filled up a complicated form (with 15 fields) to submit a simple enquiry.
Welcome to super efficient Singapore - actually stressful and costly Singapore.
Depending on your luck as my open net installation and subsequent singnet connection is smooth except that the whole process took more than three months due to shortage of manpower
Our SingTel Bradband contract was upgraded after some push from Singtel salesperson. It was three months ago. The speed is still slow. My family member make a complaint to Singtel and end-up 1 hour plus debate. Singtel simply replied: " I am a layman" !
Mr Tan,
The thing is, maybe you are not the only one with this or that problem.
So unlike in Cambodia, here you are not fifth in the queue, maybe hundreds or even thousands in the queue.
Because Singapore is richer than Cambodia, therefore more people are able to have phones, internet, Open Net etc to make phone calls and report problems.
as a follow up of dental treatment, doctor asked to make an appointment in 6 months time but end up was giving appointment after 9 months and was told by the counter staff thats the earliest slot they have. OMG, do we really have that much of ppl in the queue :-(
For some specialists, they do not have appointment schedules with patients every day. Maybe only one particular day in a week. Or once in 2 weeks.
The rest of the time they may be busy with other things, eg doing surgery, teaching, etc, that is anything except seeing patients.
That explains the long wait for an appointment or to change one.
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