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?