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Sri Sumari
GM Health Care Service
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Yudha Satya Perdana
Service Quality & Development Head

Raj Wadhwani 🍁 - Blog Page 17

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Apple Customer Support - Lemon advice!

I have an apple macbook pro and have again had issues with the battery life. The macbook pro is still fairly new and when I had an initial issue i took it to an apple store where they quickly diagnosed my battery was faulty and without hesitation changed it for me - that was great service. 

Recently my replacement battery has been playing up so I called the Apple care center. The female agent I spoke to was extremely helpful and we ran through some diagnostics. She asked if she could consult with a technician and if she could put me on hold - I was ok with this. Whilst on hold I did some web searches based on the questions she was asking me and discovered this was a common problem so when the technician took over the call I knew to suggest a replacement. He agreed and told me a replacement one would be sent out. I then asked how long and was told it could take 7-10 days. I asked if I could take them to a local Futureshop and he said that would be fine. He told me to take in the macbook pro and they would run some tests and confirm the battery was faulty. I asked if he could confirm they would do this and he was adamant this would work. So this am, I went to Futureshop only to get a lecture from the technicians there that they don't support Apple etc etc. I had wasted my time and had to call Apple again for help. Eventually I got this sorted and will await my replacement battery. Overal, not impressed with Apple support and the 'lemon' advice I received from a Level 2 Technician. 

Publish Date: November 21, 2009 5:34 PM

UFC at Red Rock

At the same time our conference was taking place in Las Vegas, the UFC (Ultimate Fighting Championship) team plus well over 100 fighters were at Red Rock Resort & Casino for their annual conference!

I met up with Dana White, Rashad Evans, Forest Griffin, Matt Serra and many more superstars - watch out for some pics coming soon!

Publish Date: November 16, 2009 8:00 PM

Westjet update

just got this ... at least they are working on the problem and keeping customers up to date. Good job Westjet 

Publish Date: November 13, 2009 6:41 PM

Whats up with WestJet?

I have been a huge fan of WestJet for years but something has changed - their online service and telephone service is failing miserably and I have heard many complain about how long it takes to get through and how the website is not working well.

When I was checking in at the desk in Las Vegas on sunday, I heard one business traveller say to WestJet staff that the person who implemented the changes to the website should be fired. The lesson to us all is if it works make sure any changes you implement are as good as, if not better than what you have now. I have had to wait 60+ minutes to get through and personally experienced huge failures on their website - recently i tried to book some flights and the system screwed up - had I not noticed the error, I would have purchased tickets for a date 3 months into the future not a week ahead which is what I wanted - a real mess for sure. Come on WestJet - get back to business before you go out of business - your recent enhancements have been a disaster! 

Publish Date: November 11, 2009 7:36 PM

Rogers - great promo, bad execution

This evening I received a call from a telemarketing agency calling on behalf of Rogers in Canada. They were offering me a FREE rocketstick - their mobile internet stick. I was interested so I asked for more information and the girl who called me didn't really have all the info i needed. I asked if they would do a trial - they don't. So then I asked about any 'get out' clauses if i went for it and it was not performing that well - she replied "sure, you have 15 days" however she seemed uncertain how it would work but did say it could take 5-7 business days to get to me so in reality I might only have literally a couple of days to try it. I asked about roaming in the US and overseas - she did not really understand KB from MB and was getting them a little confused so I asked if she could send some info - nope was the answer. I said I would leave it then and she replied "it's a great product" - sorry but I don't buy something because the person selling it say's its a great product. Rogers - provide adequate information and allow the agency to email info or at least direct me to a website - you lost me and probably countless others because it's all too vague and smart business people don't just buy something because a sales person says 'it's good'. 

Publish Date: November 9, 2009 7:36 PM

CAA just couldn't get it started!

I just went thru some mail and found an invite from CAA to sign up for a low interest credit card. The flyer said i was pre-approved and the interest rate for almost a year is signposted at 1.9% so i thought i'd apply online as the invite suggested. So I typed in the web address and got a dead link - the marketing folks at the CAA forgot to set up a landing page for anyone visiting via the web - what makes this shocking to me is that the offer expires in 5 days so they have had this out for weeks and no one noticed they were not getting web applications? Bet when they have their review meeting someone will pip up and say they don't get applications on the web - not surprising really.

Publish Date: November 9, 2009 7:29 PM

What a hassle!

I have an Amex gold business card and received an email inviting me to pre-register for a platinum business card for business travelers. Wanting to find out more I called Amex and asked for some information and to make sure this was not some sort of scam. the first rep i spoke to had no clue so she passed me onto a colleague in Toronto. He would not tell me without going through a series of cumbersome security questions - what is this all about? Then after all that he had to put me on hold to check with a supervisor! In the end he could not help me because the department he wanted to put me through to was busy - didn't even offer to have someone call me so I said forget it - I have more pressing things to do and I hung up.

Come on Amex, sharpen up your customer service - it's really poor and this isn't the first time I have had service issues with Amex Canada 

Publish Date: November 4, 2008 10:45 AM


So here I am, a blackberry (or crackberry) user - hey, I do switch mine off at the cinema, when at a dinner, when playing golf etc :)

Anyway, I wanted to change some options so called Rogers my cell phone provider. after getting through to the right person I asked about changing vm. Anyway to cut a ling story short at the end if the call with this friendly agent he advised me I could go on an unlimited email plan for half the cost I was paying. So naturally I agreed. He sent me a text message to say it had ben changed. However he did not check if I was a user of the BES - this is a corporate email system and manages my email. Result was I wasn't getting any more email. Hooray some would say, but thats why I have this nifty device. So I called back and after a few minutes I reached another helpful agent - I suggested to her that this may the problem and she said she would take a look. She confirmed I was right and said she has had other clients with similar issues and now asks if they use a BES system before changing plans. Anyway, she changed my plan and I started getting email. I am not saving as much as was promised as I am on a different plan but my emails are coming through and I save a few dollars each month. I was surprised that this occurred in the first place - folks at Rogers - please update your scripts or training so folks like me don't suffer!  


Publish Date: August 24, 2008 2:07 PM

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