Dear Careline and Celcom CEO,

I wish to express my dismay over the design of your web site which is too heavy to load even with your so called Celcom Broadband. Though its nice to look at with the all blue themes, its navigation is of 1980’s and is so backdated. Plus the total download of more than 11Mb for a clean load is really daunting and discouraging. What more to say user friendliness that is next to nothing.

You strife to call yourself the most experience network but in fact, you are the least accommodating one. All that you have done for customers is headache and more headache. I still recalled during the first day of Celcom Operation here in Kuching, I was among the first of your reseller and that was the time celcom can do everything the customer have asked for. However, nowadays, that sort of service remains just a vivid memory of history that was all so true.

I am currently a heavy celcom user and I found myself in the situation liken to an ASTRO subscriber. The condition of the package that I have subscribed to has changed numerous times without any sort of notifications and occasionally, I have to deal with the bombardment of unsolicited SMS from Celcom. Even more painful, Celcom has short sell me on the SMS services on services that has violated the MCMC guidelines which I had brought to the attention of the CFM several years ago.

To top it up, Celcom has blamed countless problem it doesn’t want to solve on parties other than Celcom. Probably this is the Standard Operation Procedure celcom gave to VADS for the call center operation. Some complaints of mine was left unanswered. Of late, I have lodge a complaint to careline and all I get was a beef of buying time for celcom asking me to try it in another hour whilst I have told the telephonist that it has been several hours of such situations and forced her to lodge a call. However, I would see that she did not follow any procedures as there were no follow up since.

My inquiries of merging all my Celcom service in a consolidated billing (all in one bill, not all in one billing address!) has until now, remains an untold story. Though there were several calls from the center telling me this and that but no one can offer me a true consolidated billings and I was told to wait for “Management Decision” on that. This is really irony in situation where even your CSM would require Management decision for such a small thing that usually would not require any executive order to carry out in other companies such as Telekom and etc.

Celcom has also short charging the customer based on my analysis. Firstly, Celcom offers any calls that goes to the telemanager to be FOC provided that the call hung up within 4 seconds of the call. I have notice a change in the timing of the telemamager. The first two second of the telemanager message is blank and the hang up command, if a call is in telemanager, took more than 2 seconds whereas if a call gets through, the call is answered immediately and the hanging up is immediate. This is also on top of the 250ms delay for feedback cancellations; thus giving the user less than 100ms to hang up upon hearing greeting message.

I was amazed by how much Celcom has deteriorated its services since the start in 1992 here in Sarawak and I think celcom should do something about it before all its customer started to run away to other telco.

I do sincerely hoped that Celcom can exert to excel rather than derailing its service to such extend that customer would think low on your service. Please proof that you are the “Most Experience Service Provider” and not the public perception of being the “Worst Service Provider” in the market.

Cheers,

–

Chairman
TM User Group
Prof. Dr. P Wong
Now, Faith is the substantiation of the things hoped for, the conviction of
the things not seen. -- SP