Service Incident Case
Part A: Satisfying Service Incident
A1: Service Incident Description
Name of Firm/Organization: DiGi Telecommunications Sdn. Bhd.
Type of Service or Industry: Telecommunication Service Provider
Date and Time of Incident: 11/08/2010, 3:28 P.M.
Circumstances Leading to Incident
This incident happened in Berjaya Times Square, Kuala Lumpur. I came across an advertisement on DiGi website regarding “What Berry Are You?” promoting the latest mobile data plan package; DiGi Smart Plan Lite.
This package has attracted my attention mainly because of the eye-catching data package, which bundle with RM33 per month and 300 megabytes (MB) monthly quota usage with an average download speed of 700 kilobyte per second (kbps) without hidden charges.
Compare with other packages offered by other telecommunication company, it was the cheapest and also the most affordable mobile data package available in the market. After understood the terms and conditions of this package from the website, the next day afternoon I eventually went to DiGi service centre at Berjaya Times Square to enroll into the service.
What Occurred During the Incident
After I took my queuing number in front of the service centre, a staff named Jess later came to serve me patiently with smiles.
When I asked Jess how the data plan package actually worked, for instance does it comes with free short message service (SMS) or free calls, she answered my questions clear and precisely and also introduced me some other attractive data plan packages with additional benefits, such as RM2 per day for unlimited data usage with an average speed of 384 kbps on prepaid plan.
Jess also explained to me regarding the terms and conditions of the mobile data plan. The most interesting part Jess explained to me was the zero hidden charges when monthly data quota exceeded 300MB.
“DiGi will not charged you extra when you exceeded the quota limit and it will only eliminates the download speed to 5 kbps. Unlike other
A1: Service Incident Description
Name of Firm/Organization: DiGi Telecommunications Sdn. Bhd.
Type of Service or Industry: Telecommunication Service Provider
Date and Time of Incident: 11/08/2010, 3:28 P.M.
Circumstances Leading to Incident
This incident happened in Berjaya Times Square, Kuala Lumpur. I came across an advertisement on DiGi website regarding “What Berry Are You?” promoting the latest mobile data plan package; DiGi Smart Plan Lite.
This package has attracted my attention mainly because of the eye-catching data package, which bundle with RM33 per month and 300 megabytes (MB) monthly quota usage with an average download speed of 700 kilobyte per second (kbps) without hidden charges.
Compare with other packages offered by other telecommunication company, it was the cheapest and also the most affordable mobile data package available in the market. After understood the terms and conditions of this package from the website, the next day afternoon I eventually went to DiGi service centre at Berjaya Times Square to enroll into the service.
What Occurred During the Incident
After I took my queuing number in front of the service centre, a staff named Jess later came to serve me patiently with smiles.
When I asked Jess how the data plan package actually worked, for instance does it comes with free short message service (SMS) or free calls, she answered my questions clear and precisely and also introduced me some other attractive data plan packages with additional benefits, such as RM2 per day for unlimited data usage with an average speed of 384 kbps on prepaid plan.
Jess also explained to me regarding the terms and conditions of the mobile data plan. The most interesting part Jess explained to me was the zero hidden charges when monthly data quota exceeded 300MB.
“DiGi will not charged you extra when you exceeded the quota limit and it will only eliminates the download speed to 5 kbps. Unlike other