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Suriram Ram Ramon 16 November 2012
Transcript of CELCOM
Consumer Rights & Protection Case 2 : Celcom Having Network Problem Again
It is believed Celcom had a network failure on its 3G networks and part of its 2G network. This customer of Celcom also said that “I can recover, this is the third or fourth time Celcom had problem with its network for this year. topic: CELCOM PREPARED BY:
AFIFAH AKILAH BINTI AZMAN
NOR AFIFAH BINTI YUNUS
NURAISHAH BINTI MOHD NOOR
NURUL AZIRAH BINTI ARSAD
TUAN HAJI AMIN BIN HAJI AHMAD Background of Celcom ISSUES
Consumer Rights & Protection
Case 1 : Celcom Has The Worst Customer Support and The Worst Management
On 21 April 2012, a man was complaint about Celcom services. This man was subscribe to Celcom telecommunication line for billing paid every month. His billing cycle is RM 50 every month.During February bill, his usage is over his commitment and he did not notice about that.
Celcom started its operation as STM Cellular Communications in 1988 with Fleet Group and Telekom Malaysia as shareholders
Celcom upgraded to the GSM900 service and quickly grew to become the largest mobile phone company in Malaysia.
Celcom was originally listed on the Bursa Malaysia, but after the merger with Telekom Malaysia Berhad, it has since remained private
Celcom is the Malaysian partner of the Vodafone mobile community
Celcom current CEO, Dato’ Seri Mohammed Shazalli Ramly, has been with Celcom since 2005. His contract expired in (2007) and has been renewed for another 3 more years. Case 3 : Service Disruption on Celcom Network
Celcom’s network went down on Thursday (24 September, 09) started about 9.30am leaving more than a million Celcom users in the dark for more than 10 hours ISSUES
Consumer Rights & Protection Case 4 : The Stupid CELCOM Agent Then Abuse My IC And Information
The customer was complaint that Celcom misused his identity card and information. Case 1 : Cross Line
Customer faced cross line at his place but, the Celcom did not take action on the report even they close the case. This shows how rude Celcom conduct their customer service. They did not take serious action towards the problem faced by the customer. ISSUES
Customer Service ISSUESConsumer Rights & Protection Case 2 : Celcom Staffs Not Only Rude To Customers, They Are Also Good In Telling Lies
consumer actually have a problem with the Celcom broadband which Celcom claimed that they have the unlimited, widest coverage and fastest broadband speed reaching up to 3.6 Mbps. However, the reality is the customer always gets the ERROR 619 message once in a while
Customer Service Case 1 : Cheated by Celcom
After using few months, he (customer) had no issue with Celcom until he received a call from his sister on 28th September 2009 as her friend using the same plan from Celcom and her bill reached RM 500++ ISSUES
Marketing Fraud Case 1 : Customer Service Did Not Understand Customer Explanation
The staff misunderstanding the request or the inquiry of the customer. He request to have auto billing, then the staff tell him about the e-billing ISSUES
Marketing Fraud Update their social networking status
Update their website
Celcom should give training to their staff especially under customer service
Rebates/Discount on billing/airtime
Top level management should spot check their employees in customer service department in order to improve their service
Celcom must to handle and treat their customer’s problem very well Recommendations Telling the truth will always make other people feel delight or appreciated
The information must be informed clearly to the customer to avoid misunderstanding among customers
Any changes in the organization must be informed immediately to all of the customers Conclusions THANK
YOU Q & A