I was caught in a bad traffic jam this morning along Sprint highway. Decided to check for notifications on my BlackBerry and saw two new tweets directed for @syafique. The first one read: wonders if this is @syafique. It was from @alibaizuri, a person I met over the weekend at the wedding of syafiqueshuib.com contributor Miss Jessica Iyo-Chan (now Mrs. Lee). The first thing that came to mind when I saw that it was a TwitPic link was that it must be a random candid shot of me from the wedding dinner.
Then I saw this pic:

Image from @alibaizuri (www.twitter.com/alibaizuri)
It was a complaint I sent to The Malay Mail and it was published recently (Read online version here). I was speechless upon seeing the picture considering the fact that this issue has been settled for close to two weeks. I am happy with my BB and I can get very clingy with it. I am also happy with DiGi’s coverage although I have been told that the coverage needs improvement in areas outside of Klang Valley.
Back to the letter. I wasn’t joking when I told the people handling DiGi’s twitter that I was drafting a letter to the media if I can’t get the services I requested for. After being told of the same excuses time and again, they didn’t deliver and so I pressed the “Send” button, hoping that a newspaper will eventually publish the letter.
The purpose of my letter is not to bring down DiGi’s established image. It was a way to share my experience, so that it can benefit those that might experience a similar situation. We needed a solution, not the same excuses again and again. We needed DiGi’s services.
I also believe in this: If I continue to be Mr. Nice Guy, I guess the wait for my DiGi line and Blackberry Internet Service would be longer. I remember during my first few calls. I was Mr. Nice Customer and I did what was told: “Wait for 24 hours”.
After a while, I got sick of it and no matter times I gave my details, nothing was being done…AT ALL! My name and number was not even in the system regardless of my countless calls.
I used Twitter as an outlet to rant but I guess the only way to get things done was through the media. I was told that Malay Mail would actually call the telecommunication company before publishing the letter. Now I remember: two days before I got my service, I got a few calls from various parties (roadshow’s person-in-charge, vendor, etc.) asking me for my details. A day later, I got a call from the vendor asking me if I could use my BB. Then on the day itself, someone from DiGi called apologizing for the delay.
Could it be that this happened because The Malay Mail had contacted them first? What if they didn’t? Would I still get my service or do I have to wait a little longer? Another question to ponder: Will I EVER get my service if I didn’t make much noise. You have to remember that everytime I called the customer service, there was never any record of my name or number in their system. How can they help me fix the problem then?
I used the Media and New Media (blog, Twitter, etc) to share my situation, but what about those that are voiceless? Those that do not have a platform to be heard? Generally speaking, is this the way to get things done in this country?
For people to serve you:
- Do you have to be a ‘somebody’?
- Do you have to be well-connected with the big bosses?
- Do you need connections with the media?
- Do you need to be an influential blogger?
What if you are none of the above and you are a ‘Nobody’? Can you get things done your way?