Asia Mind Dynamics - Creating change that lasts: eBuilding - I offer you a training in customer service and integrity

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March 10, 2007

eBuilding - I offer you a training in customer service and integrity

eBuilding or eB - I know, I know, I said that I would chose another broadband provider, but stories about Streamyx also sounded discouraging, and after my last complain with eBuilding, they actually improved dramatically. So I stayed with them.

Last Wednesday, the Internet connection came down in the afternoon. It was also down on Thursday afternoon and Friday afternoon - and still is.

When I first called, I learnt, from a computer, that they have a new telephone number. I called the new number, to get to the same computer and the same message. Only when the caller (me) stayed on the line long enough to complete the computer's message, did the option menu come up giving me the choice to dial the right department. Knowing eBuidling I should have known that this is not the case. When I pressed number 4 to connect to the customer service department, the line went dead.

In frustration, I dialed another number and ended up in the credit department. The guy on the other side of the line was friendly, but mentioned, straight away, that he wouldn't be able to connect me. But, friendly as he was, he also said that my credit is balanced. This was what I knew and what I didn't want to know. And strangely, he couldn't connect me to the customer service department, even so my call came through the main dashboard.

So I went back to dial the respective department, to fail again. Again, I called the friendly guy, but again, he couldn't help but give me another number. Ah, and I finally reached someone who told me that the server is down - what great news.

Thursday, the same game. I was mad on Thursday, since one minute after 6.00 PM, there was no service anymore, and I could only talk to the computer again. There office only opens from 9.00 AM to 6.00 PM.

Friday, at 3.30 PM, the web came down again. I reached someone in eBuilding and was informed that the web would be up in one hours time. I wish - of course it wasn't. I caled again and the guy on that line was really hepful, and promised me to check it for me. Okay, I was also forceful, because I depend a lot on the web currently.

So I wend out with my boy and eBuilding then send a message that the web was up again. Hopeful, I tried it upon my return. It wasn't and still is down.

Today, Saturday, I am writing this from my in-laws house. There is no service in eBuilding over the weekend anymore!! What deterioration in service.

I send eBuilding a text message this morning that I will send an invoice for every hour lost. It appears to me that eBuilding is simply not able to improve or learn from past mistakes. One NLP Presupposition states that there is no failure, only feedback. But this also implies that there is a learning on the side of the one who didn't succeed. So eBuilding, where is your learning? I see that there is no service anymore over the weekend, and after 6.00 PM, your office is closed. This wsan't like this earlier, when there was service on Saturday, and weekdays, until 9.00 PM!!!

I also want to offer them a customised training to improve their communication skills. Because it simply is not possible that customer service assistants read a script when a customer calls. Okay, they can have a script, but need to be more flexible and forthcoming in their approach to customers who are frustrated.

Once again, eBuilding has let me down. So I ask, once again, is there any broadband provider in Kuala Lumpur which is reliable in their service and not outrageously expensive, plus customer oriented?

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