In January 2013 my mobile handset was and I contacted the call centre for proof of purchase to claim from insurance. Call centre agent said they would send me a scanned copy and I waited 4 working days and I still did not receive the document. I sent an email on the 25 January 2013 to the email helpdesk requesting the same. To my surprise I received acknowledgement on the 25 February 2013 (1 month later) requesting the phone IMEI number to assist me with my query.
There is something intrinsically wrong with telecommunication support system as it is clear that customer is not the key component to their business and there is no measure for TRUE customer satisfaction.
The survey that voted you "best customer services" in your industry, the 270 survey respondents were all WRONG. Survey real customers to get a true sense of your service.
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