On the following day, I had to call again (I can safely tell
you, in all the follow up, I was and I had to be the one calling
them). I spoke with a girl and she put the call to Ms G----. Ms
G---- said that she already emailed to Finance, but there was no
reply. I told her that I was shocked and disappointed at her
service. This was not a new case or new request. It was dragging
for months and she showed no urgency in resolving this. When she
claimed that she could not reach anyone in Finance Dept on the
phone, I told her "If I were you, and if I was committed to my job,
I would have gone to the Finance dept to speak about this and not
just simply drop an email and wait for something to happen." She
continued to bullShit me by saying that the Finance Dept was very
far away. I told her off by saying that I was familiar with Pacnet
internet office structure.
I further threatened her by saying that I would look for her in her
office. Then she put me on hold for very long time, and came back
to me to say that I had to wait 2 weeks for the cheque. I again got
furious and told her off again. Another two weeks would be August.
That contradicts with their promise earlier that I would get the
refund in two months from May.
It was not that I didn't want to wait for two weeks. From the work
ethics of this batch of customer service staff, I am afraid that
two weeks later, I will still not be getting the refund. And by
then, if I call again, they will give me the same kind of bad
service (not bother to follow up) and eventually tell me to wait
for another two weeks or two months.
Being unhappy with her answer and the customer service work ethics,
I demanded for her superior's name. She just simply said "Azlina".
I asked for the full name, and she just said "We only know her by
Azlina". So thinking that Ms G---- was trying to play games with
me, I now requested for the Customer Service Manager's name. She
put me on hold again for a very very long time. Then she came back
to me and said that the finance dept has already mailed out the
cheque and I should be getting it in my letter box by Friday, 27
July 2007.
On Friday evening, I cleared my letter box and as I expected, the
cheque was not there. Pacific Internet not only provides poor
customer service, its customer service staff has poor attitude and
little integrity.
I really want to know
what kind of legal action I can do against Pacific Internet. You
see, it's my money, my cheque and they are not releasing it.
Please give me some advice. Thank you.
In the meantime, I am contemplating whether to terminate my account
with them at all. I have been with them since 1996 and all my
contacts know my pacnet email address. I really want to stick to
the same address for fear that I will lose touch with some of my
friends. It is really difficult for me to decide.
