Wireless Carrier – Spammer or Innovator ? Leading from the front.

Oh Telenor I have now relied on you for 5 years why must you ruin my experience by literally spamming me daily? On an ill fated day, 27th Aug, I decided to trade in my 3g sim for a 4g sim and some how Telenor decided it had a right to offer me 100mb daily with a youtube link and then tell me my free quota had expired.

For all the things Telenor has gotten right this is making me rethink my decision.

This is brutal. 5:42 AM Spam. I dont know what tech is messed up but seemingly every time I go in and out of a 4G zone I have to deal with a text message. What is a consumer to do? What the hell is wrong with these companies? Nahin daikhney mujhay apni man passand videos on youtube. Not sitting idle all day to go view on your que especially not at 5am.  Cant fathom what is wrong with these guys. But always ready to market random acts of kindness when they cant even get basic service right.  Even without underwater trouble they seem to be smoking some really good stuff.

This only added insult to injury as over the summer(June 19th) I wanted to get voice mail, a very basic service else where in the civilized world, one which I had used off an on in the past but I called the call center and after a 15 minute activation ordeal I was told we no longer offer this service. But I am not sure, your account rep will call you. He called and asked me to share what measures id taken up to that point. So I responded via text msg as below:

On que, 30 mins later I get a call “Boss, kaisay hain aap, yaar I was told apko voice mail chaye hay” I humored the gentleman as he had taken the liberty of calling back and seemingly wanted to help.

He said he will “inquire” and let me know. True to his word, he calls back and says “Boss, we discontinued the service, magar aap kareen gay kia voice mail ka?”

Fantastic customer support no less:) The guy went from being my account rep to being the average Pakistani phuppo. Why must I defend my desire to use a service.  More so https://www.telenor.com.pk/help-support/faq/voice-mail is still out there albeit void of any info. I am struggling to understand why the disconnect across channels. Perhaps I expect too much. Or perhaps these guys have gotten fat and lazy. Or they are too busy focusing on other initiatives as opposed to basic customer satisfaction.

It didn’t end there, I also realized on a recent visit to a franchise in my desire to get an other number for an IOT device, that once I ran my bio metric, I could not access any other feature/update/sim replacement prior to 8 hours because the Nadra verification had a time lock. So I am standing there dumbstruck being told I need to come back. It was a rare treat for me to be there in the first place the thought of dragging my self back still doesn’t appeal to me.

I am struggling with the back end systems lack of design and untested use case of authenticate once and keeping the session live while the customer is on premise and ensure all their transactions are complete before the authentication key is let go. Who in their right mind would come back in 8 Hours and continue to keep on doing so if you happen to be one of the lucky ones with multiple sims/numbers.

I wonder where the technical innovation is?  why is customer service so difficult? why are the systems untested? I guess like every one else Telenor is caught up in the startup frenzy.  They got lucky with easy paisa and it truly revolutionized an industry. Credit where its due.

The next guy with greater marketing muscle to come in, can and will disrupt even that space. It seems most companies here are one trick ponies, just because they did some thing right once, they have a right to consistently delivery crappy services for life.  With Google payments(supposedly launching) in India this week. It takes one market force of change to destroy the status quo. Cant wait for a real payments company to come out of the domestic talent or to show up with VC money to put all of the telcos in place.

The larger challenge is why every one puts up with shoddy service and how the CEOs of these companies parade their CSR and Best Employer regimens to un suspecting Facebook users. These guys should be made to use their own service with out preferential treatment and go stand in line at a service center to understand the plight of the consumers that fuel their growth.

If these copycat CEOs must borrow a page from a play book, I encourage them to go read this and try to emulate 5% of  what this guy is doing:

http://read.bi/2x32kfT

 

 

 

 

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