Anyone still remember this disruption that dragged on for around 9hr?
Well, due to this disruption, those that uses M1 ISP are mostly affected and we are forced to use our own mobile data for internet. This happen between 8.30am to around 5pm. Basically the entire workday.
Now I incurred a charge of around $70 for the amount of data used that day and of course I am going to call in to M1 to dispute this charges.
Upon talking to the customer service, they will only give a "Goodwill" deduction of $50 and ask me to bare the remainder of the cost. At this point in time I was flaming as they just ask me to pay for their mistake and say that the $50 was their goodwill (they stress heavily on this word).
I continue to confront them asking why are we ask to pay for using an alternative when M1 services cannot make it. Their argument was that for that disruption, a compensation of $10 will be waived from my internet plan thus any amount that I incurred on alternative will need to be borne by me. They continue to say that a compensation of $10 is very generous as if you take the cost of the internet plan and divide by the number of days it will be much less.
Now I refuse to accept this conclusion and ask to speak to a higher up and am still waiting for a callback (no going to put high hopes there)
Things I want to point out.
Am I paying for the internet on a per day basis? Can I just decide to stop my internet for 10 days just because i wouldn't be in Singapore whenever I
like to and not pay for that 10 days that I did not use the internet? If the answer is no, why did you expect the compensation to cover that one day of disruption to be enough? Do you yourself know how easily $10 will be charge once you just pass your mobile limit by 1 GB? Do you expect us to use less than 1 GB for 9hr on a workday?
Now, I know that service disruption is unexpected and unplanned, and I am not blaming M1 for this. But the least M1 can do is attempt to correct this issue than insist that they had already done their part.
If you just glance at the twitter or facebook of M1 on 22 May, you will see alot of people asking if their mobile data can be used instead but M1 didn't even attempt to respond to that question. If you want to set a limit of wavier to $50 then just state up front during the disruption, not after the data has been used then set the limit.
Singapore don't really actively protect the singapore consumer, this disruption story also disappear on 22 may with no comment or whatsoever from M1 nor any penalty or fines from IDA. In this cases, M1 can just switch off internet for 1 day in a month and rake in all the mobile data charges.
At this point in time, it is no longer about the money. It is about the principle.
I will be lodging a complaint with CASE, if anyone faced similar issue you are welcome to PM me
Well, due to this disruption, those that uses M1 ISP are mostly affected and we are forced to use our own mobile data for internet. This happen between 8.30am to around 5pm. Basically the entire workday.
Now I incurred a charge of around $70 for the amount of data used that day and of course I am going to call in to M1 to dispute this charges.
Upon talking to the customer service, they will only give a "Goodwill" deduction of $50 and ask me to bare the remainder of the cost. At this point in time I was flaming as they just ask me to pay for their mistake and say that the $50 was their goodwill (they stress heavily on this word).
I continue to confront them asking why are we ask to pay for using an alternative when M1 services cannot make it. Their argument was that for that disruption, a compensation of $10 will be waived from my internet plan thus any amount that I incurred on alternative will need to be borne by me. They continue to say that a compensation of $10 is very generous as if you take the cost of the internet plan and divide by the number of days it will be much less.
Now I refuse to accept this conclusion and ask to speak to a higher up and am still waiting for a callback (no going to put high hopes there)
Things I want to point out.
Am I paying for the internet on a per day basis? Can I just decide to stop my internet for 10 days just because i wouldn't be in Singapore whenever I
like to and not pay for that 10 days that I did not use the internet? If the answer is no, why did you expect the compensation to cover that one day of disruption to be enough? Do you yourself know how easily $10 will be charge once you just pass your mobile limit by 1 GB? Do you expect us to use less than 1 GB for 9hr on a workday?
Now, I know that service disruption is unexpected and unplanned, and I am not blaming M1 for this. But the least M1 can do is attempt to correct this issue than insist that they had already done their part.
If you just glance at the twitter or facebook of M1 on 22 May, you will see alot of people asking if their mobile data can be used instead but M1 didn't even attempt to respond to that question. If you want to set a limit of wavier to $50 then just state up front during the disruption, not after the data has been used then set the limit.
Singapore don't really actively protect the singapore consumer, this disruption story also disappear on 22 may with no comment or whatsoever from M1 nor any penalty or fines from IDA. In this cases, M1 can just switch off internet for 1 day in a month and rake in all the mobile data charges.
At this point in time, it is no longer about the money. It is about the principle.
I will be lodging a complaint with CASE, if anyone faced similar issue you are welcome to PM me
