One or the other…

I did not have any internet connection until the end of 2006, I think when, for my birthday (or Christmas), my missus and daughter registered with a service provider and got me this external modem…

Huawei external modem

It was the cheapest package – RM68.00 a month but it was good enough for me and I was able to do everything that I wanted.

Then, my daughter, who was in Sungai Petani at the time, complained about how poor and unreliable the wireless broadband connection in her teacher training institute was so I went and registered with the same provider so that she could have internet connection of her own as and when it pleased her. I took up the RM98.00 package for her so as to be sure that she would not have any problem with the connection and this modem came with it…

Vodafone external modem

At the end of 2009, before she went over to New Zealand, we decided to terminate one of the accounts and we decided that the cheaper one that I was using would be the one to go – we were thinking that when subsequently, she would have to go back to Sungai Petani for her final year, she would be able to use this one again.

Unfortunately, the modem decided to call it a day so I moved the SIM card to the old modem and thus, I was able to go on enjoying the connection.

However, if you may recall from this post, I had a problem with the connection and in frustration, I took up another package of my own and this time, I got this modem…

Celcom external modem

The following week, I went to settle the problem with my daughter’s connection – I got a new SIM card – they replaced the old faulty one with a new one free of charge and I went and bought this new modem which cost RM128.00…

ZTE external modem

I am keeping my daughter’s account alive so that when she comes home today, she can have instant internet connection and she can bring this modem with her to Sungai Petani when the new semester starts in 2012. At least, it is not so bulky – being small and handy and she would not have to go through the hassle of bringing along and connecting the wire all the time.

The connection has not been very good lately (unlike when I first started going online via this provider – probably there were very few subscribers then) – as a matter of fact, lately, I’ve been paying for 3G broadband connection but most of the time, I am online using EDGE or GPRS – their mobile phone line. One good thing that has come out of this is the fact that I have become a very very patient man.

Then, the other night, there was completely no connection whatsoever – using their own CELCOM external modem…but I was still able to go online using the ZTE’s modem but only with their GPRS connection. So, I called their customer care service to find out what the problem was.

I pressed 1 for ENGLISH and did all the other steps exactly as I was told. After a few minutes listening to all kinds of adverts and promos, a girl’s voice came on the line. I explained to her the problem and then she asked me to hang on. So it was back to the adverts and promos – the same ones over and over again and after what seemed like an eternity (I was considering whether I should hang up and call again), the girl came back…and told me that there was a service schedule (I think she meant scheduled servicing)…and everything would be fine again by 12 noon the following day.

I asked her whether we would be given a rebate for the lost time – seeing that they would be taking so long and why the customers were not informed via sms – we would get a lot of those asking us to buy extra bandwidth and a whole lot of such things…and she could not explain to me why I could go online using my daughter’s line and modem…and not my own – with their own CELCOM’s modem. The girl was struggling with the language and barely managed to give some vague and evasive answers all the while and eventually she switched code and spoke to me in Malay…

That was the last straw! I scolded her for not being proficient in English and I had pressed 1 for English. If I had wanted to  speak in Malay, I would have pressed another number…and I was so tempted to say, “You ingat you ini jual nasi lemak ke apa?” but I was civil enough to refrain from doing so having been forewarned that the conversation would be recorded and to be fair, my nasi lemak lady can speak fluent English! So I just went on ranting to my heart’s content, “You cannot speak proper English and you want to work for an internet company? Bla…bla…bla…”

The next day, I found out that it was NOT a scheduled maintenance thing – there was something wrong with their fibre optic that day and thus all connections were interrupted and they were in the process of repairing it. That girl could have told me that…but perhaps, she was too handicapped by her limited command of English to enable her to do so.

Now connection is back to NORMAL and mind you, that does not, in any way, mean that it is good…if you get what I mean. Sigh!!!

Author: suituapui

Ancient relic but very young at heart. Enjoys food and cooking...and travelling and being with friends.

17 thoughts on “One or the other…”

  1. I dowan to get started on the bad service and the horrifying customer service people. I’d probably swear my ass off. I’ll just spare your readers from my profanities.

    Hahahahaha!!! I can understand that… 😉

  2. I fully understand your anguish as I noticed that our Malaysian call centres do not train their staff adequately. I encounter problems with my maxis line too sometimes but thankfully to-date, Maxis staff seem to have surpassed my expectations.

    I’ve called Celcom several times and so far, only once I got someone who was very efficient and also proficient in English. From her accent, I think she was Indian…

  3. So Melissa’s coming back today. Are you in KL? I usually find Malaysian customer service very courteous, not always helpful, but always courteous.

    Yup…she’s landed and we’re flying back to Sibu via Kuching this afternoon. That’s the problem – they pick those bimbos who sound sweet and nice…but they do not seem to know much and nothing gets done.

  4. Wah, Arthur, you sounded so much like my Quay Lo. I think you and him can talk till the cow comes home when you meet each someday. I hate calling any Customer service department in Malaysia. Majority of those calls SPOIL my day. First they torture me by making me wait a century before I can speak to a human and than they turned me inhuman treating me like an idiot interrupting with their standard script when I tried to explain my problem and answer without using their brain (if they have one)… OMG! please don’t let me start! Looks like I now sounded like you and my Quay Lo! I better go get another cup of tea now. hehe

    Yes, I got one of those once – reading questions from a check list – if you ask any question, she will not answer and will go back to the next question on the list. I also blew my top and scolded her – saying she was like a stupid robot, and demanding for answers to my questions…and she went on to the next question. In the end, i just hung up! That’s when I called Celcom customer care centre in KL too!

    1. I am proud of you to take time to call Celcom customer care center. If more people take time to complain, maybe there will be hope for improvement.

      Hopefully… Sigh!!! 😦

  5. i am tired of celcom’s poor services and plus i have streamyx at home.So since i am back for holiday, i decided to terminate it .Then ,before semester starts next year,i’m gonna apply for maxis! more celcom!!blurkk

    They say MAXIS is just as bad – maybe not too bad here at the moment as it is new and there are not many subscribers here. Let me know how you like it. Perhaps I should switch providers too…

    1. Fiona, I have tried Maxis, they are no better, don’t waste your time:D

      There! I knew it! We’ll just have make the best of what we have and be thankful…for God’s small mercies. 😦

  6. Streamyx’s servicie is neither good too. Slow & lagging. Always encounter poor connection. Haiz!!!…..what to do?…just be patience…but my patience has got limit hor.

    I’m very patient too…only that sometimes, this grumpy old man may blow his top! LOL!!!

  7. least we hv a connection..

    How did we get by those days without the internet, mobile phones and all those? I think life was better and we were happier then…

  8. am using a modem (the last one) like that too, but my service provider is digi. just rm48 a month. cheapppp!!! 🙂

    i dont think i’d be patient enough to handle the edge/gprs speed. i’d go berserk! haha.

    Well, I do not have a choice. Either that or nothing… 😦

  9. They should hire retired English teachers *wink wink* like you to teach basic English to those who works in the service industry 🙂

    Yes, honestly, they really should…

  10. Arthur, the telco gave me 50% rebate for two months after I wrote in to complain about the poor service. Yesterday, after years of suffering from intermittent connectivity issue I finally terminated my broadband subscription with Celcom. The guy at the counter told me while there are lots of new subscription everyday there are also lots of termination requests.
    And how irony it was when I saw an advert playing on of the screen…an island with big wording saying “This is Celcom territory”. WTF.

    So which provider are you using now? I guess with the special packages and offers…for Blackberries, iphones, ipad and all the rest, they have a lot of new subscribers – especially young students…mostly to play online games. So if we want to close our account, they do not give two hoots about it… Lots more where we came from… 😦

  11. some times they would trembak whatever reasons that come to mind la. Sometimes i called TM or other company like banks, i press 1 for english…but end up having to speak to them in BM. The worst is Astro. Talking to them is like chicken and duck talk

    I don’t call Astro – their office is near my house so I would just drop by and they’re very good – very polite and friendly and obliging. I do not have any problem with them at all.

  12. that’s true. I do not press english to speak in BM with you. These service providers are so unprofessional. Maybe they should hire an English teacher!

    Yes, they should. I’m available… LOL!!! 😀

  13. Gosh..You ARE a patient man.If me, I think I’ll blow my top siang-siang lagi.However,Simon is very good when it comes to stuff like this.He can still talk so nicely and say thank you lagi eventhough he get no answers nor solutions and be kept waiting for hours on the line!!

    I usually do that – very nice and polite, very sweet…but when that girl switched to Malay, that was the last straw!!!

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