Hey guys, just want to relate my experiences with Yes4G and also their customer care line YesCare,
If you ever encounter a situation whereby you accidentally purchased a "Add On" via their website and wanting to get reversal charges, they will not do it for you. I learned it the hard way cause I was rather excited to add data for my new 4G LTE subscription
Therefore, always check what you purchase carefully before pressing the "Submit" Button!
What happened last week Saturday was the following:
WARNING: Long Post Ahead!************************1. I wanted to purchase a "LTE Data Add On 68" for my new 4G LTE Prepaid SIM. You can get 10GIGs of Data Quota that will last you over 30 days.
2. So I try purchasing it via the Yes website (it costs RM72.10). I accidentally pressed the "BB Data Add On 68" selection instead and when I review back again on my Yes Self Care Portal, it reflected that instead of "LTE Data Add On 68".
3. I went to the nearest Yes Kiosk near my working place to get cancellation, and the staff told me that they are unable to do anything cause it is all automated. Never mind, I manually purchased "LTE Data Add On 68" from the Kiosk cause I needed the data quota. That comes up to RM72.10
4. I even tried calling my credit card company, but they cannot cancel the transaction from the bank. What they can provide me is the Approval Code for the convenience of the merchant (which is YTL-COMM) to do the cancellation of the transaction from their side.
5. Called YesCare Hot Line to escalate my case, the Customer Advocate guy handling my query, a Mr. Azman (top customer service and good voice tone!) referred my case to their Credit Control Division so that they can either do a cancellation OR they can add that 'accidentally' purchased Add On Data to my LTE Data Add On. He told me to wait for the next 3 business days before they come back to me.
6. By the coming Tuesday, I received an email from YesCare, not from Mr. Azman, but from another Customer Advocate, whom I believe is not familiar with my case. The reply was:
"With reference to your inquiry,We regret to informed you that we are unable to fulfill your requirement to reversal back the correct add on into your account. Sincerely, Kogilavani Customer Advocate"7. That got my blood boiling, but I still maintain my calm demeanor, and wrote back:
"I understand that reversal of the charges is not possible since the payment has already been made for the 4G Broadband Data Add On, then I called again today and spoke to another Customer Advocate, Shafique, who told me that a reversal is not possible.
I have no Broadband Device in order to use the accidentally purchased Broadband Data Add On. Which means that the 'accidental' purchase that I have made will go to waste, and I am not able to use the data at all!
So my question is: Am I able to convert the BB Data Add On to a LTE Data Add On? Since reversal or a cancellation is not possible, I might as well make the best of what I have 'accidentally' paid for.
It will do your future customers a good service when there is flexibility." 8. Next day, a similar reply came:
"With reference to your inquiry, please be advise that we unable to accommodate your request as we unable to reverse or convert the BB Add - On to LTE Add - On. Sincerely, Maithilly Customer Advocate"9. This time, I went further ahead with my reply:
"Actually you can change it, it is only because you choose not to do it, either by your management SOP which is very very inflexible.
Why punish your customers over a simple mistake? You cannot reverse the charges, okay. I can accept, but I AM NOT ABLE to use the BB Add On Data at all!
So tell me, how am I able to use the data? I just want to know what is your answer on this. "10. Next day, this reply came:
"With reference to your inquiry, we believe that you had spoken and been advised accordingly by our customer advocate.
Please be informed that your issue has been channeled to the relevant department for further assistance.
Allow us to check with the relevant department and we will revert back to the soonest once we get on the updates. Sincerely, Moganah Customer Advocate"11. Next day, finally I got this reply:
"Dear Sir, We have successfully transfer the mistakenly purchased Data Add On BB 68 into Data Add On LTE 68 for you, Kindly verify on this? Thank You." *screen shot as per below when I verified*
12. The lesson learned besides not being too over enthusiastic until you purchased something wrongly,
is to be persistent but with a very good reason when you are pursuing damage control via a seemingly welcoming customer service bound by inflexible protocols.
That BB plan is purchase on top of purchase their modem dongle something. That's why don't be fooled by their so called Double Double advertisement that is fake to customer perspective. I am having same but indirectly case where initially thought the phone is supported device after bought the sim plugged in realised can't make any calls where dealer didn't tell me device not supported. So, end up buying the Altitude phone in order to make calls. Can't even port out to other telco as Yes not support MNP!
Aug 8 2016, 03:26 PM
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