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Complain against Celcom
If you’ve been following my blog and Twitter, you should probably know that I’ve gotten a BlackBerry Curve 8520 from Celcom and signed up for the BIS68 plan with my postpaid plan during the XBerry Party launch at Republic, Sunway Pyramid last Saturday (10th of October). I’m about to share with you my dissatisfaction with the application.
So here’s what happened, this guy from BlueCube (don’t know which branch exactly) named Brian Lee was the one serving me during the launch. I asked him how long would it take for my Celcom BlackBerry Internet Service (BIS) to be activated and he told me that since it was a Saturday during the launch, they only can submit it on Monday and it should be activated by Wednesday. I’ve checked with others who subscribed to the existing BIS plans such as the RM98 plan and they told me they got theirs activated within one working day so I felt that something is not right for Celcom to take this amount of time to activate my BIS.
I went to a BlueCube outlet in One Utama to seek help and the staff there helped me to call a customer service and after explaining to the customer service regarding my problem, I was told that there were no records of any application from me in their system which means that the application form has not been submitted yet. The customer service assistant I spoke to wasn’t really helpful too, she asked me if I know the contact details of the person who serve me and I told her that I only know his name and guess what she answered me? “Sorry then I will be unable to help you to call him”, she said. Obviously I know you can’t call him without the contact details but is it my responsibility to track down his contact details? If that’s the case, what’s the purpose of setting up a customer service team?
I’m really disappointed with Celcom regarding this matter. Fine, you may argue that this is the agent/dealer or whoever that made the fault but who are the ones who hired/approve them to be selling Celcom products and services in the first place? Furthermore, if your sales team can’t get things done so fast, just train them to tell an honest answer rather than saying that it should be activated by Wednesday and when I checked, the form has not even been submitted yet. For whatever reason there is, I hope the situation won’t get worse until Celcom have to tell me that they lost my application form. I seriously hope that this matter will be settled as soon as possible so if any of you are somehow related to Celcom that can help in assisting me through this issue, please contact me and get things sorted out.
By the way, speaking of Celcom’s tagline “It’s in your hands”, don’t all of you agree that it should be “It’s in our hands” instead? 
November 15, 2009 - 2:30 am
yeah, celcom customer service sucks! THEY SHOULD GET EXTRA TRAINING IN HANDLING CUSTOMERS VERY WELL. quite irratated sometimes with them.
i just experince this afternooon @ menara celcom k.l @ 12 p.m 14/11/09. @ counter 9. i need my number to be a main line from subline as now my num is a subline to a friend’s number.
what the hell the customer service asked me to go to MAXIS register there first and come back to celcom, the reason being is becoz my num is 012.
the problem here iam already a celcom customer with this current handphone number. i have changed the operator ( maxis to celcom ) a year ago. n the cust service not so helpfull n over confident with her limited knowledge. luckily iam not the type of customer who like to make a scene there n then.should i scream at her that time, still i just give a chance by asking for second opinion from other customer service.
the changing line process is done but they can tell me the stock bb 8520 is finished!!!! but i was expecting that idoit customer service to give me solution instead giving me a reason. they should check with their idiot boss when the new stock will be available at the bluecube. but they just tell me, ” im not sure” ” i cant tell u”. is that it??? thank you very much!!!! this telco co dont deserve the award NO 1 telco in Malasia!!!!!! so i left the shop as a frustrated celcom customer. n i dont think they took it seriously what their customer feels.
November 23, 2009 - 3:13 pm
totally agreed with gurl. Went to blue cube in pyramid ask for my 8520, when will it arrive, instead helping me to ask, that guy just say “there’s nothing I can do…” At least can u just call the HQ and ask for a confirmation? and now is been almost 3 weeks and i got no call or whatsoever… :s service sucks! (if he would say it in a better manner i.e “I’ll try help u check with HQ bla bla bla…” i wouldn’t be so pissed… although i know they wouldn’t call anyway but at least not just telling me “there’s nothing I can do..” That’s not a way a customer service should be…
January 17, 2010 - 2:56 pm
celcom is for rich malays,, digi for poor malays & maxis for chinese.lol
February 10, 2010 - 10:01 am
When you sign up via Blue Buce, I foudn out you’re actually signing up via an agent (blue cube ppl).
So it takes time for them to gather all the forms they have & submit to Celcom the whole stack (I’m sure this you can comprehend, right petrol cost, many trips etc etc).
What made me damn bloody pissed off with Celcom was that I was a pre-paid Xpax customer for FIVE years. I wanted to convert my pre-paid to a postpaid and such filled in the forms, checked them and what not.
I need international roaming. Now to avoid having to pay deposit, if you have been a Celcom user (doesn’t matter if pre-paid or postpaid) longer than 6 months, roaming is no problem.
I was damn angry when I called after my line was converted and asked fot roaming, the sakais at customer service told me my account was a NEW ACCOUNT.
OMFG i was damn angry when they got guts to tell me to GO TO CELCOM MAIN BRANCH AND DO THE CHANGES MYSELF.
I didn’t wanna shout, so I told them, listen YOU MADE A BLOODY MISTAKE, YOU KEYED IN THE WRONG CODE THEREFORE YOU FIX IT. They tried to make me ask the Blue Cube dealer to do.
I said no. YOU DO IT I DONT CARE OR I WILL WRITE A COMPLAINT.
Next day I got a phone call saying it was done.
So kesimpulannya is don’t bloody give them face. Then they’ll become like those retards at maxis who always do nonsense and NEVER do callbacks even though they promise to.
August 24, 2010 - 5:36 pm
CELCOM is sucks in terms of blackberry internet service and broadband. they just think about put a high price on the market demand but they’re not even considering public satisfaction. my credit balance had gone for several times for the BIS!!!!