September 27, 2008 1 Comment
After the Marriott bomb blast where my office was severely affected. I decided to call some of my oldest service providers to update the contact details and get a copy of the duplicate bill so that I could make payments before the due date. Therefore, I decided to call up Mobilink, which I have been using as a post paid mobile customer since October 1998 and Standard Chartered Bank whose credit card I have with me since 1997. To my utter surprise, both of them were oblivious to my plight and gave me, what I could term as one of the worst customer service in the world!
Mobilink which prides itself of being Pakistan’s leading mobile operator actually does not understand the importance of old customers. When I requested a change of address, they told me to send them the details on letterhead via mail. Now, in today’s day and age, I have not heard of anyone talk about mail. I would assume email would work as good as letterhead. Further, when an office gets blown away by a bomb how do you find a letterhead in the mess to send out! This is not the first time Mobilink has disappointed me. I use auto payment through credit card to pay my bills. Last year, they somehow screwed up and entered the wrong address into their system. Instead of verifying the address with me, they went ahead and blacklisted my phone number and blocked it from usage without informing me. I was forced to visit their office premises and stand in line to get my issue resolved. They acknowledged their mistake but never apologized to me or gave me any compenation for the inconvinience that they caused me.
Standard Chartered were even worse. They told me to go to their branch on a weekend! I reminded them that it was a weekend right before Eid holidays, therefore, I would request a phone banking support. So they verified my name, ID card number, mother’s name, address and what not…. But still in the end told me that it cannot be done and I have to walk to a branch nearby. Their supervisor was some dude called Fahad Qureshi based out of Lahore who was more interested to get me off the call than to assist me.
These companies and others like them are here to mint money. Customer services is not one of their priorities. I am, like the other 5,000 individuals directly affected by the Marriott blast are seeking help and assistance from all. Our aim is to assist banks, mobile operators and others find out the latest addresses so that they could mail us the duplicate bill so that payments could be made in time. However, they are all oblivious to this fact and have virtually no plans for assistance to the folks directly affected by the disaster.
What is really disappointing and disheaterning for me is that I am using Mobilink mobile phone for over 10 years and have paid them millions of rupees in bills over this period. Standard Chartered has been my default credit card for the past 11 years and therefore, to see them act so cold and be no help is really a shame.
I am no longer going to update my contact details with each. Instead, when I do visit their offices, it will be for the cancellation of the services. If they are not interested in my business, why should I show interest in using their services.
Enough is enough!