M1 has been in the “limelight” recently, a positive limelight I would say. They have kicked off the You Deserve Better campaign where they get feedback from mobile users in Singapore, whether you are with M1 or not. The campaign has long been over, and they have come up with many different plans that are “catered” to our needs.
I must say I’m a little skeptical. The amount of feedback they gather is very little. If I remember correctly, there are only 2 parts (other than your basic information), which the first is being something like what do you think telcos should improve, and the second being an open ended on suggestions. To me, they may have already planned out the service plans they are going to launch before actually launching them. In a way, it feels like they value our feedback. But whether or not this is what they did does not matter. The end result is that they achieved their aim, and they have launched new plans to cater for different people.
My 21st month with M1 is ending on the 23rd of June. If I do an upgrade now, I have to pay a $100 more. Since I knew I would be busy from 23rd onwards, I wondered if I could do an early upgrade. The M1 shop says that I can do the upgrade without the $100 surcharge, since it’s only a week more to go. However, the phone that I wanted costs $168 in the M1 Shop, vs $98 if I buy it online or via phone. (Delivery is free too).
Hence it makes more sense to purchase via the online shop. However, computers are dead and they don’t make mistakes, neither do they have any human feelings. The online shop forced me to pay $198, which I do not want to pay. Hence I just emailed their customer relations department to explain my situation and ask if I could do an early upgrade. They replied a few hours later on the same day, telling that I can now proceed to do a purchase via phone, and they have granted me approval for early upgrade, and that they have input that via the system so the representative at the other end of the phone will know of this.
I called the M1 Shop phone number, and was made to wait for a representative to talk to me. Whilst it took some time to wait, the lady at the end of the line, Tracy, was very nice and polite. She listened to what I had to say and asked correct questions. I didn’t even have to finish explaining that I spoke to customer relations. The whole process was completed in a fast an efficient manner. She explained that the earliest time for delivery will be the next day, and gave me the time that I could select. Everything was conducted in a fast and efficient manner.
Thanks to their quick and efficient customer service, I solved my problem within a day. Now, when they tell me “you deserve better” and that they listen, I really believe. It’s these kind of fast, prompt and polite service that gives a customer the satisfaction to continue allowing a company to provide the service. I will definitely continue with M1 all the way, unless their customer policy changes. As I see it, M1 is definitely superior to Starhub in terms of coverage. My old provider was Starhub. I did not use Singtel, so I cannot speak about Singtel.
/*Updates: The M1 guy came over at 2.15pm. The time they told me was 2-4pm. Well done M1*/