After my unhappy post last week I was phoned by Najma from Autopage. She listened to my complaint and promised to investigate the matter and do everything possible to restore and refund my forfeited airtime. She kept me informed on an almost daily basis of the progress of her investigation. At first I was not holding my breath, but with every subsequent call from her I gained trust in her professionalism and genuine desire to bring this matter to a satisfactory close. And today I received vouchers for my "lost" airtime, as promised. Also, I've been notified that the May overcharge has been reversed and will be credited to my bank account. All this sorted out in just a week. So from being an unhappy and frustrated client I've been converted into a very satisfied one. I'm still not convinced that the practice of forfeiting airtime on cancellation of a contract is an entirely good business practice, but Autopage is not alone on this one - all cellphone companies seem to do this. Perhaps they could look at restructuring their contracts for a more positive outcome. Also, call centre staff need to be better empowered to sort out problems - they're great people mostly but often not able to help.
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