Thursday, February 19, 2009

DiGi - Always the smarter choice?

Feel heartache for finishing up your credit although you'd just reloaded, let's say RM 30 an hour ago?
Imagine you have to plan your credit usage so wisely, that you are limiting your calling?
Feel your heart bleed whenever you need to pay for extensive amount of bill?

Yearning for that perfect plan tailor made for our mobile needs? Look no more! DIGI Postpaid lets you choose and enjoy different call plans, each specially formulated to amplify your mobile lifestyle by allowing you the flexibility to stay connected to what's truly important in life - your loved ones. - DIGI Postpaid

I didn't intend to do free advertising for DiGi, but "good things" must be shared. Let me share with you all the "happiness" moment I had with DiGi.

My average usage for a month is around RM 40 with strict discipline. If I don't watch my wallet carefully I might use up to RM 100 a month. But the worries were resolved 3 months ago (Nov 2008) when I subscribed for DiGi postpaid 1 Family as a supplementary line under my brother's as a principal. Why under my brother? If I were to subscribe as a principal myself, it's slightly costly that my wallet cannot afford to. Principal pays RM 50 while supplementary rate is RM 30. Now you see how RM 20 is important to me? Why not Maxis? Celcom? U mobile? I guess you can compare these brochures yourself.



Switching from prepaid to postpaid you need to have at least RM 50 balance, and activation of postpaid needs at least 3 working days.

The package sounds good and convinced me to switch from prepaid to postpaid. I thought I had my worries resolved... I really thought so, at first.

The confusion arose even before the first bill being issued. Being the supplementary line, my first bill stated RM 68.80 gave me a real shock. Let me show you how they derive the numbers.

First bill - (08/11/2008 - 07/12/2008):

MONTHLY FIXED CHARGES


1 Family (17/11/2008 - 07/12/2008)

RM 21.00 (period 21 days)



CALL CHARGES


Domestic Usage

RM 119.33 (??? since when I use so much)



OTHER CHARGES


Prepaid Credit/ Debit Transfer

RM -52.05 (I have this amount when I convert to postpaid)

Stamp Duty

RM 10.00



DISCOUNTS


1 Family - Max Usage 30

RM -30.00



GRAND TOTAL

RM 68.28



Service Tax

RM 5.52



Rebate Monthly Credit Card

RM -5.00 (using credit card to pay get RM 5 rebate)



TOTAL AMOUNT DUE

RM 68.80




As calls and calls being made to clarify matters concerned, the inefficient billing department and customer service gave me idiotic reply. It was due to system error that cause such amount being charged. Since when I use so much? I am very sure I never use more than RM 21 for the time given. And I am 100% sure I used less than RM 10!!!

The problem is of explained:
Supposingly the package I am using now gives privilages to the user for calling and sms-ing the principal and other supplementary users free of charge, anytime, anywhere. Yea it is supposingly this way. But due to system error (which only happens to me alone, not other millions of DiGi users), I was charged for calling supplementary users, causing extensive amount in my bill.

Since the bill was out, and there's nothing they can do (as if), they required me to pay the amount first while they seek into the solution.

As for myself, I made my own calculation. It was rather a headache one initially but I find ways through a simpler understanding... As long as you passed your mathematics in primary school, this isn't too hard.


My Own Calculation:

MONTHLY FIXED CHARGES


1 Family (17/11/2008 - 07/12/2008)

RM 21.00 (period 21 days)



CALL CHARGES


Domestic Usage

RM 119.33 ~10.00 (I am so confident I never use more than RM 21)



OTHER CHARGES


Prepaid Credit/ Debit Transfer

RM -52.05 (I have this amount when I convert to postpaid)

Stamp Duty

RM 10.00



DISCOUNTS


1 Family - Max Usage 30

RM -30.00 -21.00



GRAND TOTAL

RM 68.28 31.00



Service Tax

RM 5.52 1.05



Rebate Monthly Credit Card

RM -5.00 (no rebate for 1st bill coz I am not suppose to make payment)



TOTAL AMOUNT DUE

RM 68.80 -20.00


In fact DiGi are suppose to owe me RM 20. But to cooperate with them, I made advance payment of RM 68.80, waited for another month to see if my problem solved.

Yup. Along the time till the next bill issued, I called and called and double confirmed, perhaps tripled, to confirm the issue. As they mentioned, the problem was already solved on 18th December, and DiGi will recredit RM 81.52 to my account. After double confirmed triple confirmed, I can't rest easily as I know problem will rise again. If the problem was solved on 18th December, what will happen to the days before 17th? Have you solved it? Definitely not 'coz my next bill explained everything.

You see, from my initial balance RM 52.05 and the payment RM 68.80, deduct the proper usage of RM 32.05, DiGi should give me back RM 88.80 instead of RM 81.52. Where is my RM 7.28? Return my RM 7.28!!!

That's not all. After receiving the second bill I was shocked anotherly great. I was expecting something like RM -55.00, but the bill was never near that. It was RM -3.12!!! How did DiGi came to that amount? Let's be transparent and count now.


Second bill - (08/12/2008 - 07/01/2009):

MONTHLY FIXED CHARGES


1 Family (17/11/2008 - 07/12/2008)

RM 30.00



CALL CHARGES


Domestic Usage

RM 83.31 (??? again since when I use so much)



OTHER CHARGES


365.8.57.307.O Adj. Airtime Local - PCN-IMC

RM -81.52 (the amount DiGi agreed to refund)



DISCOUNTS


1 Family - Max Usage 30

RM -30.00



GRAND TOTAL

RM 1.79



Service Tax

RM 0.09



Rebate Monthly Credit Card

RM -5.00 (using credit card to pay get RM 5 rebate)



TOTAL AMOUNT DUE

RM -3.12




What really happened can only be understood if you see my itemised bill. I was still charged for making calls and sms-ing principal and supplementary users till 17th December. If you understand already, now you know how inefficient they are.

Can't you see that? DiGi is repeating the same mistakes!!! Not once but twice!!! What to do? Have to call DiGi customer service again. Thank god calling the customer service is free otherwise I will really boil up.

This is my own calculation for my second bill:


My Own Calculation:

MONTHLY FIXED CHARGES


1 Family (17/11/2008 - 07/12/2008)

RM 30.00



CALL CHARGES


Domestic Usage

RM 83.31 ~10.00 (I am very damn sure I never exceed RM 30)



OTHER CHARGES


365.8.57.307.O Adj. Airtime Local - PCN-IMC

RM -81.52 (the amount DiGi agreed to refund)



DISCOUNTS


1 Family - Max Usage 30

RM -30.00



GRAND TOTAL

RM 1.79 -51.52



Service Tax

RM 0.09 1.50



Rebate Monthly Credit Card

RM -5.00 (using credit card to pay get RM 5 rebate)



TOTAL AMOUNT DUE

RM -3.12 -55.02


The people from billing department replied me the day after I lodge the report. They replied with sms, that they will give me back RM 54.11. Firstly, they did not even bother to explain to me how they derive the amount, thinking that by sending me a stupid sms like that will put me quiet? Secondly you are suppose to give me back RM 55.02, not just RM 54.11! Short of RM 0.91. Plus the earlier RM 7.28, you cheated me RM 8.19!!! Give me back my money!!! Very dissatisfied!!!

And they can't even make amendment right away, excuses here and there. They made me pay in advance, burdening me financially again and again. I really want to talk to their customer service face to face, but I doubt it works 'coz DiGi will again blame others and push the responsible to each other. In the midst of economy crisis, with great competition from competitors, is this the kind of service that we get? In the mind thinking that DiGi has solved my mobile financial planning, it at all doesn't!!!

Can you imagine the line coverage bars on the phone screen drop from full to none when you make phone call? Only happens here, right in this computer room, when I answer or make any call, the coverage turns so badly the line is cut automatically. The line is not FULL!!! YOU FOOL!!! And they make a fool out of me!!!


See? From full bar to none

I am so speechless now. I don't know what to do. Although the third bill is normal (RM 26.50), I still feel unease.

In conclusion, to those who wish to convert to DiGi, think twice please. Other network might charge you higher, but you pay for their service. 一分钱一分货. DiGi is cheap, and very "cheap"... OK I admit, I am cheap... If there is someone to blame, blame myself for being a poor guy to not afford Maxis. If you ask me which is better, Maxis 'coz I like apple green. In other word, don't choose DiGi. If you insist choosing DiGi, disobeying my order, then go buck up your mathematical skills and equations, and sharpen your tongue... Act on your own account.




[Jino] - A man's not a man unless he knows how to shoot