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How much? #2

babyoiy

Entry posted by babyoiy ·

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It's long! *you have been warned!* :D (Nothing about work/my super handsome boss tho' lol) As per one of my previous journal about my telephone bill on GRPS. I was surprised that my bill went up twice and when I checked the detail on each items I found that I was charged THB925 only for GPRS instead of something less than THB498 like >> [(99/30*12)+(399/30*18days)] or in easier way just 99+399. See details of what state on my bill below:-17/04/09- 28/04/09: 2252.50 minutes - on 40Hours/99THB =  686.2THB28/04/09 - 16/05/09: 4183:49 minutes - on 140Hrs/399THB = 239.40THBTotal = THB925.6When I saw detail I understood where THB239.40 came from (399/30*18) but I didn't understand where the **** THB686.2 came from, that's why I rang them.I was told that first they calculate how much I could use for all 12 days under 40hrs/99 package (yes on fuking average basis). During 12 days (Apr17-28)on 40hrs/THB99 package I can use about 960mins (2400/30*12) but I used 2,252.5mins so I must pay THB0.50/mins for excess time which was 1,292mins = THB646 plus average package charge = THB39.6 (99/30*12)While talking to call center staff, she kept repeating that the staff whom handled my request to change package did tell me that I will be charged on average basis. First, I said, "ok she told me so but my bad that I didn't ask how "average" and she didn't explain to me briefly either, so it's your staff's mistake too." And yeah she added "It's in our record that our staff has already informed you." (Oiy's getting frustrated) "Ok true, she did said I will be charged on average. So can you prove that your staff TOLD me EVERYTHING already? Any record or anything more than  what said on call log that she did inform me about it?" I didn't want to play bad customer but after I heard of the same phase again and again plus the word that "it's in the record" I felt that I need to be a bit bad. After I asked if she can prove me, she decided that she better stop talking to me by said that she will raise this to concerned person and I shall be contacted within 24 hours. I think it was after a week when they contacted me again. This time, a guy was on the line. He apologised and he didn't repeat that "it was in the record that our staff has already  informed you" so I was totally calm down. I even laughed and said, I was stupid though that I didn't ask cleary... However, it's obvious that my intention to change package coz I wanted to save the cost but I ended up paid more so I'm not happy. If I had known it or understand how I will be charged, I would definitely changed nothing. Also I knew that other network has a very cheaper deal on GPRS (THB250/month/unlimited) but I stick to DTAC anyway (yeah I'm telling him that I'm a super loyal customer lol). Of course, he already got the solution for this case before contacted me. So at the end he said my bill will be deducted, it will be charged only on one package (THB399/140hrs)for whole month and it'll cover whole usage (no excess for sure... lol) so THB500 something has been deducted already. I thanked him for paying attention on me. I appreciated it a lot. And I meant it. Because I *think* I'm a pretty loyal customer, I been using this number with this network for ages. My first and only mobile number. And when I'm sure I'm a good custy I expect that they will treat me good too and yes they got me. They can ignore me and get me paid coz I actually used it. But this case have a Happy Ending. I apologised them and they apologised me plus with a dedution on my bill exactly like the guy said.  A Story of Efficient Complaint for Good by BabyOiy (I love to complain actually... and I must win either way too :P) Nite Nite folks, I haven't press my cloths yet!!! *run*
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babyoiy
It's long! *you have been warned!* :D (Nothing about work/my super handsome boss tho' lol) As per one of my previous journal about my telephone bill on GRPS. I was surprised that my bill went up twice and when I checked the detail on each items I found that I was charged THB925 only for GPRS instead of something less than THB498 like >> [(99/30*12)+(399/30*18days)] or in easier way just 99+399. See details of what state on my bill below:-17/04/09- 28/04/09: 2252.50 minutes - on 40Hours/99THB =  686.2THB28/04/09 - 16/05/09: 4183:49 minutes - on 140Hrs/399THB = 239.40THBTotal = THB925.6When I saw detail I understood where THB239.40 came from (399/30*18) but I didn't understand where the **** THB686.2 came from, that's why I rang them.I was told that first they calculate how much I could use for all 12 days under 40hrs/99 package (yes on fuking average basis). During 12 days (Apr17-28)on 40hrs/THB99 package I can use about 960mins (2400/30*12) but I used 2,252.5mins so I must pay THB0.50/mins for excess time which was 1,292mins = THB646 plus average package charge = THB39.6 (99/30*12)While talking to call center staff, she kept repeating that the staff whom handled my request to change package did tell me that I will be charged on average basis. First, I said, "ok she told me so but my bad that I didn't ask how "average" and she didn't explain to me briefly either, so it's your staff's mistake too." And yeah she added "It's in our record that our staff has already informed you." (Oiy's getting frustrated) "Ok true, she did said I will be charged on average. So can you prove that your staff TOLD me EVERYTHING already? Any record or anything more than  what said on call log that she did inform me about it?" I didn't want to play bad customer but after I heard of the same phase again and again plus the word that "it's in the record" I felt that I need to be a bit bad. After I asked if she can prove me, she decided that she better stop talking to me by said that she will raise this to concerned person and I shall be contacted within 24 hours. I think it was after a week when they contacted me again. This time, a guy was on the line. He apologised and he didn't repeat that "it was in the record that our staff has already  informed you" so I was totally calm down. I even laughed and said, I was stupid though that I didn't ask cleary... However, it's obvious that my intention to change package coz I wanted to save the cost but I ended up paid more so I'm not happy. If I had known it or understand how I will be charged, I would definitely changed nothing. Also I knew that other network has a very cheaper deal on GPRS (THB250/month/unlimited) but I stick to DTAC anyway (yeah I'm telling him that I'm a super loyal customer lol). Of course, he already got the solution for this case before contacted me. So at the end he said my bill will be deducted, it will be charged only on one package (THB399/140hrs)for whole month and it'll cover whole usage (no excess for sure... lol) so THB500 something has been deducted already. I thanked him for paying attention on me. I appreciated it a lot. And I meant it. Because I *think* I'm a pretty loyal customer, I been using this number with this network for ages. My first and only mobile number. And when I'm sure I'm a good custy I expect that they will treat me good too and yes they got me. They can ignore me and get me paid coz I actually used it. But this case have a Happy Ending. I apologised them and they apologised me plus with a dedution on my bill exactly like the guy said.  A Story of Efficient Complaint for Good by BabyOiy (I love to complain actually... and I must win either way too :P) Nite Nite folks, I haven't press my cloths yet!!! *run*
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Damngirl79

From my experience work with dtac for pass 5 years(although i wasn't in callcenter division) We were taught to be ''so'' compromise to our customers and be able to handle with aggressive ones clamly no matter how horrible case is :P i'm glad you use Dtac i can assure you that if this case ever happen to another mobile provider you'll never get any deduct like Dtac's giving to you. I'm talking from my experience though because now i'm using 3 of big mobile providers(AIS,TRUE and DTAC) and had same problem like yours before. I'm glad everything has ended happily at your story naja :)

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babyoiy

DTAC is the best for me. I think I will still using it even if no happy ending. :)

1. I'm a Loyal customer.

2. I will never use AIS tho' it belongs to Temasek not Toxin now.

3. I'm a Lazy ass, cant be bother to tell ppl my new number. :P

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babyoiy

Think I will get MaxNet not going back to True and I will need router coz I think I will be sharing Highspeed with my cousin and he uses laptops. But router u got will also work if I use MaxNet not True?

With MaxNet, free modem they are giving is only work with one pc, I understand that router is difference? It will be limited like can be connected to one pc and a few spots wireless connection, right? I think what I read from MaxNet meant so coz there are about 2-3 types of modem for ADSL that user can pay extra to get it, they wont give it for free like a simple one.

Anyway, keep one for me... :D Thanks!

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bigKus

As i know, Dtac has a good reputation of terorance against customer, then keep your Dtac no. and be nice to them sometime hehe.

My no. that you (may still) have is AIS. But now i officially use Dtac they impressed me in many ways and also most of my family and friends use Dtac's service.

I still leave my AIS active as i also too lazy to inform that my contact no. change.

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babyoiy

I'm being nice by telling them my problem.... Case study!!

Any companies should be thankful when they got some complaint so they can improve their services.Can't improve without knowing weak points/problem.

Chai mai? I'm very careful with changing package/promotion now.. Improved too! :D

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Chatty

I was loyalty customer of AIS until i got 25xx telephone bills for 3 months... and found out they took a lot from me... I shut down that number and went to get new SIM from DTAC... that was better... they never charge me more than it should be. jing jing...

and the internet... I will say goodbye TRUE. I paid 590 baht + 107 baht.. every month and I need real high speed, but the y can't give me cuz of some excuse. Actually, I'm not far from TRUE building.. but what's wrong with my area. I supposed to ask MAXNET if they can give me 3MB speed in 590 baht / months?

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babyoiy

Now MaxNet/TOT provide 3mb ADSL at THB590... But MaxNet's good point is u dont have to pay extra 107 for number coz u dont need phone number for MaxNet and nowadays we don't really need home phone number but mobile. But again, if you prefer to have home number, TOT has a good deal like u pay 590 for 2mb connection and then u can use telephone for free upto 590baht. If 3mb then u can use telephone upto 399baht I think. And u can just call to change package, my company using TOT high speed and I got it changed in one call, very easy...

True must provide some new deal asap. They have new campaigns but they dont let old customer change to new package easily but must be after 6 months termination of old package. It's stupid really... I stopped using TRUE already and don't think I will go back. But my problem is that my villa dont allow MaxNet to get in.. stupid President!!

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