If you had been following my misadventures with the DiGi Online Customer Service (OCS) in this post, boy, have I got another good story for you. After trying unsuccessfully to register myself for OCS for the past 5 days so that I can check my usage, I finally got rid of the dreaded “We are unable…” message. But that’s as far as the good news go. When I tried registering today, I got this message:
Ah, OK, I thought. We’re getting somewhere, baby. But then, I thought, shouldn’t I get some message saying that the system has sent a temporary password to access the OCS, as it says it would in the registration screen? That’s when I began thinking that something fishy was going on. So, never mind, I said, let’s try retrieving a lost password, since I didn’t get the temporary password in my email, and I wasn’t asked to enter one during registration. So, I tried retrieving the password by entering my network ID (a fancy DiGi term for mobile number), and I got this message:
Huh? Que pasa? So, it looks like something went wrong with the system. Either:
- someone within DiGi registered my account on my behalf, or
- the system screwed up big time, or
- the system is lying to me, or
- all of the above.
Which one would be your pick? 
If my email address was invalid, why is the system telling me now, instead of when I registered? Surely a half trained monkey in programming would know to incorporate a basic check of email addresses entered? Why wasn’t this implemented?
And the wording of the error message smacks of extreme rudeness – “Call CS…” – it makes it sound as if it’s the customer’s fault that the error arose. Can’t someone add in a “please“? Where has all the manners gone? It makes it sound as if DiGi is there as a favour to the consumer, not the other way round. Very impolite indeed.
If this is all a ploy to prevent me from checking the status of my account so that I go over limit and be immediately saddled with excess usage charges, then I’m afraid DiGi has another thing coming if they assume I am easily bullied or conned.
All in all, a good lesson in how NOT to run a system or your IT department. I also hear that there are problems with the billing system lately with bills being generated late, etc. What happened, I wonder? Some disgruntled former employee plant a virus in the system or something? 
OVERALL SCORE: EPIC FAIL.
Well, I had received an SMS from Digi recently – this month’s bill will be delayed 2 weeks, it seems.
Oh, let’s not forget the fact that Digi has disabled the much-advertised multi-party conferencing feature for their postpaid customers. I’ve emailed Digi CS only to get generic responses, I’ve called their hotline numerous times only to be given runaround answers, these have all been useless time wasting activities on my part.
I’d be first to move to another Telco that provides this feature (it was one of the main reasons why I MNP’ed from Maxis in the first place), but I am worried that I’d just be jumping from the ‘yellow’ pot into the ‘blue’ fire..
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Da Alpha Dog Reply:
July 23rd, 2009 at 12:50 pm
@kumar, yeah, I think I got that message as well. Good thing I read it because I initially thought it was spam as it didn’t identify itself properly, another fail there.
Sadly in Malaysia we have to choose the best of the worst; other people get to pick the best.
Thinking of MNP-ing back to the green celco?
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kumar Reply:
July 24th, 2009 at 12:18 pm
Not thinking to move back to Mr. Green anytime in the near future, buddy. Am tempted to move to Blue, though..
Yellow’s network coverage has been good, imho, but not as good as Green’s was.. I wonder if Blue is any better (or worse).
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Da Alpha Dog Reply:
July 24th, 2009 at 1:02 pm
@kumar, I’d bet blue’s coverage is the best amongst the four celcos.
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kumar Reply:
July 24th, 2009 at 2:28 pm
Well, I plan to test this by registering and carrying a Blue prepaid line on a 2nd phone. If all goes well, I may move to Blue within 2 months.
Anyway, do you happen to know if Blue has ‘family’ packages like Green and Yellow where calls between ‘family’ members are FOC? Blue’s website is confusing to say the least.
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kumar Reply:
July 24th, 2009 at 4:59 pm
Just discovered that Blue’s ‘family’ package call rates are expensive at a flat rate of 30sen per min for calls to all networks, but with a number of variable discount rates against the total bill, depending on bill amount.
My current Yellow package (DG50) is 13sen per min flat rate for calls to all networks, while previously when I was under Green (Value 80), it was 12sen per min for same network calls, and 15sen per min for inter-network calls.
Dilemma dilemma..
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Da Alpha Dog Reply:
July 24th, 2009 at 6:52 pm
@kumar, it doesn’t sound as if blue is very competitive then. I think it’s best if you walked into a Celcom outlet to ask what types of packages they have – I know for a fact that their website is woefully inadequate, as it is rarely updated.
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Da Alpha Dog Reply:
July 24th, 2009 at 6:47 pm
@kumar, I think that as part of their “national service” the blue fella has to ensure that they have the widest coverage. After all, if a GLC isn’t going to do its part in advancing the nation, then who will?
I know nothing about rate comparisons between celcos, unfortunately. My monthly voice bill is less than RM 5 (I am on a special plan where I don’t have to pay access or commit a minimum amount).
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Write a good ‘ol fashioned complaint letter addressed to the person in charge of such complaints and copy it to the CEO or MD as well. Or send an email directly to the CEO or MD as the emails to the general email contact only yielded generic responses.
However, before doing the above, one should have exhausted all expected avenues before writing the CEO or MD and your efforts should all be listed out with as much details as possible. Only then will your complaint be effective.
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Da Alpha Dog Reply:
July 23rd, 2009 at 12:51 pm
@Jack, be easier to just switch. I think most people have better things to do with their lives rather than write love letters to CEOs which will be read by the sexcretaries anyway
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Write to MCMC.
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Da Alpha Dog Reply:
July 24th, 2009 at 1:03 pm
@Shukri, no need, problem solved…
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hi… pls may i know where to find for the network id… i tried all the numbers on the card and sim but none of it work. i want to register online for my digi broadband so pls help me… thanks.. have a nice day…
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Da Alpha Dog Reply:
April 8th, 2010 at 11:49 am
@jeya, what is a network ID and why do you need it?
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is the digi broadband bill will show what i had search????please help
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Da Alpha Dog Reply:
May 8th, 2010 at 10:46 pm
@help, why? Have you been searching for some really bad stuff?
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hi its same to me.the bill i haven’t received.is it they want to go green without printing it?
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Da Alpha Dog Reply:
June 5th, 2010 at 8:44 pm
@muhammad, I think they will only stop sending you the bill if you specifically tell them not to send it to you, either via OCS or calling them? I’m still receiving all my bills…
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