Customer Service Review: Plus Expressways Berhad

The Situation / Happening:

I've noticed lately that Plus Expressways Berhad goes above and beyond the call of duty, and I think they need to know that the efforts are appreciated. I've come across a few of their added services in my daily life, which probably aren't even all of it, but they're pretty great.

1. PLUS Ronda - PLUS Ronda cruises the PLUS highways in search of cars that have engine problems or have broken down by the side of the road. If the issue is minor and they are able to, they will help to fix it free of charge. If not, they also offer towing services, so that the cars and its occupants are able to get to safety. This service is 24/7, and I think must have prevent many more accidents from happening.
2. @plustrafik - Like many corporations, PLUS has taken to Twitter. The difference is that PLUS doesn't have to do it to get customers. They do it because they want their road users to be informed about the traffic on their highways, and to plan accordingly. As a road user, I've found this to be incredibly helpful.

The Verdict:

As a road user, I appreciate and love PLUS' efforts. As a Malaysian, I'm impressed with their innovation and dedication to safety and smooth traffic. See, guys? It's not always about the money; Malaysians do care; Malaysians can provide world class services.

Malaysian Mobile Telcos: The Real Situation

A question that's been plaguing me is why aren't Malaysian telco providers providing better service than this? Think about it. How many conversations have you actually had lately that didn't involve the following phrases:

• "Hello? Hello? Helloooooooooo... Hello?"
• "Sorry, what? I can't hear you. Wait ah, let me find better service"
• "You go straight, and then -Do-re-mi tone- hello? hello?"

I've always stood up for Malaysia when people said Malaysians are driving the country into the ground, and I was always adamant that Malaysia isn't as bad as people make it out to be. I'm on the verge of changing my mind.

During my 4 years in Australia, I barely had any problems with my mobile telco service provider. I barely even had to call them. Can't even think of any times I couldn't get through to someone, or had a dropped call.

When I bring that up, most say, "You can't compare us to Australia". I ask, "Why not? Many companies say their lack of infrastructure is due to low transaction volumes in Malaysia, but that doesn't apply to Australia. They have less people!"

Facts:

1. Malaysia has a larger population than Australia.
2. Australia is physically more than 25x the size of Malaysia.

Still, Australia is able to put up the infrastructure to cater to its widely-spread population, but Malaysians have trouble reaching the interiors of Sabah. Granted, their GDP is higher and that would affect how much they would have to invest in infra, but Malaysia has lower labour costs and is much closer to suppliers in China, reducing significant transportation and logistics costs, on top of being much, much smaller. In other words, logically, it should be cheaper to set up a network of cell towers in Malaysia.

With some research, I've found that I'm not the only person complaining about it.

Source: Industry Performance Report 2009, Suruhanjaya Komunikasi dan Multimedia Malaysia (MCMC)

NB: CAGR means Compounded Average Growth Rate, i.e. the effective growth rate each year for the time period in question

• In 2009, 6,178 people filed complaints for fixed line and mobile phone services, up from 178 in 2002. This is an increase of over 64% annually.
• Of the 6,178, 2,846 (46%) were complaints pertaining to poor service.
• In 2009, there were 30.4 million mobile subscribers, up from 9.1 million in 2002. This is an increase of just 19% annually.
  

I'm pretty sure that if the number of subscribers is only growing at 19% YoY and the number of complaints are going up 64% YoY, something is wrong somewhere. I'm pretty sure the number is also not reflective of the true situation as most wouldn't bother to report a dropped call.

So what's going on? Haven't the telcos been investing in maintaining and adding on to their infrastructure to cater to increasing demand? Apparently they have.

Sources: Annual reports

*CAGR for Axiata is for 2005 to 2010 only

The table above shows the Net Book Value for Telecommunications Network Equipment for Malaysia's 3 largest mobile telco service providers. According to this, they have been continuously investing in infrastructure since 2002. In RM values, their investments have outstripped the growth of mobile subscribers to 2009.

Again, the question remains: What is going on? Telcos have apparently been investing in infrastructure, but the sheer volume of complaints coming in pertaining to poor service and public debates on the issue of poor network service indicate that it isn't enough.

So, what is the role of MCMC in the whole issue? Their mission includes:

• Ensuring consumers enjoy choice and a satisfactory level of services at affordable prices;
• Providing transparent regulatory processes to facilitate fair competition and efficiency in the industry;
• Ensuring best use of spectrum and number resources

I'm not sure they are doing so, given the state of our telco mobile networks, but that is just my opinion.

I'll stop short of accusing people of things because, let's face it, I'm Malaysian and subject to tyrannical laws on freedom of speech, but take the time to educate yourselves. Don't accept sub-standard services.

• You can find the General Consumer Code of Practice outlining our telco's responsibilities to its users here.
• They've also released the Mandatory Standards for Quality of Services (MSQoS), which came into effect in 2003. The standards can be found here.

You'll note that the MSQoS rates each telco based on reports and complaints filed. Not to whinge, but there is a benefit to complaining.

Customer Service Review: DivX

The Situation:

I installed DivX Pro, including DivX Plus Web Player on my desktop to watch videos in the comfort of my room. I soon discovered that it would stop working everytime my computer woke up from hibernation. Basically, the plug-in would fail and it would freeze my browser.

After some testing, much re-installing and a lot of Googling, it became apparent that it wasn't the fault of my computer, and the paging size is not the issue. Kind of weird, because my laptop has the same platform and has DivX Plus too, and it works fine.

The Happening:

I went on to try and navigate the giant maze of preventing-actual-help-ness that is the Customer Support service of software giants.

My submission:

My browser crashes everytime I try to play something on Web Player after the computer recovers from hibernate mode. Ive tested this on both Google Chrome v11.0 and Internet Explorer v9.0, and it happened to both.

Ive tried reinstalling it, and also increasing the paging file size (which is now set to 6GB - more than sufficient).

Please advise. Thank you.

Their answer:

We are aware of this issue, and we apologize that we are not able to offer you an immediate solution for you case.

If this is a critical issue for you, at this point I recommend you to stay with a solution that will be able to meet your needs in regards to watching or converting videos..

We apologize for any inconvenience that may have caused you.

The Verdict:

So basically, they've made a player that can't cope with the simple everyday task of hibernation. Which is borderline ridiculous. The only reason I don't actually call it ridiculous is because of my encounter with Celcom, which will be written up soon.

I'm Tired

What happens when people get tired of fighting for something better; of fighting for principles, for rights, for chivalry? What happens when a society languishes and lets people take advantage of its apathy by feeding off its loopholes? Because that's what I'm dangerously close to.

I know what I sound like: a diva, one of those people who complain about everyone and expect people to jump when I complain. I'm fine with people thinking of me that way, because to me, I'm trying to create a world that I want to live in and be in.

Is it right for telcos to provide sub-par service? No. Is it right for office buildings to provide insufficient parking lots and close it all day to non-season parkers? No. Is it right for our Ministry of Tourism and whoever is in charge of our environment to sit quietly while our coral gardens are being irrepairably damaged? No.

But goddammit, I'm tired of being one of the few who are willing to do anything. Everyone else sits there and complains but is too lazy or can't be bothered to do anything. I want to make my little corner of the world a little bit better, but it's not easy doing it alone.

It's even worse when there's resistance and people look at you like you're crazy because you're asking for a safer parking location, or for pamphlets educating visitors and locals on how to care for corals, or for a telco that won't have dropped calls for every 2 out of 3 calls made. It's the worst when people won't even try to help you. They won't even try.

I'm tired. That's the gist of it. I'm tired. I want to be a better person in a better place, but I'm too goddamn tired.

I feel like your tweets are mocking me

If only I thought you had the balls or the brains to do this.

Sponsor A Child Through PERTIWI

I've recently become quite involved with PERTIWI's Soup Kitchen, and have been quite impressed by the ladies' values and dedication. While PERTIWI (Pertubuhan Tindakan Wanita Islam) is an Islamic association first, they provide assistance regardless of race and religion.

PERTIWI has a little known child sponsorship programme called Projek Anak Angkat (Orphan Project), which has been in operation since the 1970s. Graduates of the programme have gone on to attend university and begin their own careers. As a believer in child sponsorship, I'm surprised that I hadn't heard of the programme. I hope this blog entry will help others find it.

Projek Anak Angkat aims to ensure that needy children are able to have a proper education to give them a better chance of lifting themselves out of poverty. PERTIWI liaises directly with schools, who identify children in need. This ensures that the money donated is used solely for the sponsored child's educational needs.

Website: http://www.pertiwi.org

Sponsorship amount: RM40/month

For more information, please contact PERTIWI at 03-7874 4203.

How to Help Victims of Natural Disaster in Japan

Many were devastated by the recent devastation in Japan, and the rest of the world mourns with them. What's brilliant is that so many want to help and do something to make a difference. Unfortunately, not many know how.

The following is a (short and in no way comprehensive) list of Malaysian aid organisations that will be assisting by sending aid. For non-Malaysians, I suggest you Google their international counterpart, or Google for your local aid organisations and contact them.

1. Red Crescent (www.redcrescent.org.my)
   The Malaysian Red Crescent Society (MRCS) has set up an International Relief Fund account at Maybank to collect donations from the public to assist those affected by national disasters. Maybank account number: 5144 2210 2657. All donations are tax exempt. You can also find out how to volunteer.
2. Mercy Malaysia (www.mercy.org.my)
   Mercy Malaysia is a well established Malaysian NGO, which has shown dedication in providing international relief efforts time and again. I'm continually impressed by their dedication and efforts. As with MRCS, there is further information for those who want to do more and volunteer their time.
3. World Vision Malaysia (www.worldvision.com.my)
   World Vision is also accepting donations to help victims of the natural disasters in Japan.
4. Force of Nature Aid Foundation (www.forceofnature.org)
   Force of Nature (FON) was set up to help rebuild communities affected by natural disasters. Their involvement is less in the aftermath, and more when things settle down. FON commits to funding projects initiated by local communities aimed at sustainably improving their living standards and situation. A worthy cause.

The things that victims of natural disasters are usually in need of the most are perishable necessities, i.e. food and water, diapers, baby formula. Some items that could help are flashlights, blankets, mosquito nets, basic first aid items.

Please bear in mind that some organisations don't like accepting donations in kind that have not been explicitly requested for. This is usually due to logistics reasons, and it may be more efficient to send money and purchase items at/near the site itself.

Customer Service Review: Domino's Pizza

The Situation:
I had ordered Domino's Pizza for dinner, and when I sat down to eat, I discovered that it was the wrong pizza.

The Happening:
I called them. They apologised profusely and immediately sent me the correct pizza. I was a bit disappointed that I didn't get a free pizza voucher, but I was so impressed that they called me twice to find out what went wrong that I didn't care.

The Verdict:
Five star customer service. Other companies could learn from the way Domino's treats its customers. Kudos and thanks, Domino's, for making the effort.

Girl Runs Away To Avoid Arranged Marriage

From Reuters: California girl fled to escape arranged marriage:

(Reuters) - A 13-year-old Southern California girl who ran away from home to escape an arranged marriage in Pakistan has been taken into protective custody by child welfare authorities, police said on Thursday.

Jessie Marie Bender, who vanished from her home in the early morning hours of February 22, was found on Wednesday at a motel in a nearby community, where she had been hiding with the help of an uncle, San Bernardino County Sheriff's spokeswoman Roxanne Walker said.

After an investigation turned up no evidence that Jessie had been kidnapped, Walker said, detectives discovered that an uncle had taken her to a motel in nearby Apple Valley out of fear that she would be taken to Pakistan for an arranged marriage.

Walker said Jessie and her mother were American but that the girl's stepfather was a Pakistani native. It was not immediately clear if the girl's mother and stepfather are married.

For one, it's pretty incredible that something like this could happen in America, for all they boast about personal freedom. For another, I applaud her bravery in running away from and risking everything she knows to stand up for her own rights. Apparently this 13-year-old girl has more balls than certain people.

This isn't the first incidence of American families sending girls to far-off lands like Pakistan to be married off, with or without their consent. I'm glad that the real situation has come to light, and perhaps this will raise more awareness on the issue globally. I sincerely hope things turn out for the best for her.

Phoenix Jones & The Rain City Superhero Movement

So the last 1-year or so of my blog basically entails me whinging about not being loved, how the world hates me, being hurt, etc, and so on, and so forth. Not that there hasn't been damn good reason for it, but I think it's about time I stop feeling bloody sorry for myself and bring back this blog to what I do best: whinging about less personal stuff.

Don't get me wrong, there've been plenty of things that I've wanted to write about over the past year, but due to time constraints and sometimes just me being lazy and unmotivated, it's gone unnoticed.

Never fear, I have a doozy to start with: Superheroes. No. Seriously. Introducing Phoenix Jones and the Rain City Superhero Movement (not to be confused with the dance crew).

Phoenix Jones is a civilian who dresses up as a superhero at night to patrol the streets and keep the citizens of Seattle safe. His costume has a bulletproof vest, knife plates, etc.. They carry non-lethal weapons, and are all trained in combat or mixed martial arts (which, as someone who has trained in kickboxing for several years, I can tell you is no joke).

The Rain City Superhero Movement is apparently 9 people including Phoenix Jones. The other members are Thorn, Buster Doe, Green Reaper, Gemini, No Name, Catastrophe, Thunder 88 and Penelope. There's less information around on these 8 guys, but then again, I'm not a Facebook user and can't fully access their Facebook page. I am, however, heartened by the inclusion of at least 1 female persona (I think).

If you thought they were the only people in the world crazy enough to do something, you'd be wrong. Well, you'd probably be right if you said Americans (to my knowledge). There's a website for a community of Real Life SuperHeroes (www.reallifesuperheroes.org), detailing the exploits of other masked/unmasked caped/uncaped crusaders who choose to fight crime/injustice/homelessness/etc. There's even tips on what to/what not to do.

For further reading, Suite 101 has an interesting and informative article here. And then there's always Phoenix Jones and the Rain City Superhero Movement's Facebook page. And yes, the Seattle police are well aware of their existence, and can tell who is or isn't in the group (really).

Not An Elephant

People have been telling me that to forgive and forget is a desirable trait since I can remember. Later on in life, it hasn't changed, but the "people" are inevitably the people that I'm supposed to forgive and what they did are what I'm supposed to forget about. Most things are easy to forgive and forget, but it's never about the easy ones, is it? It's always the big ones that matter and affect you more than you think it has.

For example, you can forgive someone for making a mistake and doing something that breaks your trust. The question then becomes, how do you forget that it happened? How is it so easy for everyone else to forget that the last time you depended on this person for something that mattered, it didn't happen?

What happens when the thing that's supposed to be forgotten is the complete breakdown of everything you've based your life on? There are some intangible things that you build your life on and around, take for granted, depend on, assume with an unshakable faith that it will be there when you need it. How do you forget the time that you reached for it and it wasn't?

I've learned to forgive the hurt, but how do you forget how much it hurt? How do you assume it wasn't just a lie?

The Myth of the High Standard

It being Valentine's Day, I think it's only natural for the mind to turn to coupling. And, of course, the eternal question, "Where's your boyfriend?". The assumption by most is that I have high standards. Do I really? Honestly, I don't think so. I may talk the talk, but I don't really expect my boyfriends to spend lavishly on me or to take me jetsetting. I don't really expect very much. Yet, here I sit, boyfriend-less. Do I really have high standards?

The Standards:

1. My boyfriend won't lie to me (at least when it counts), because I wouldn't lie to him.
2. The girlfriend isn't outranked by anyone except family. Don't forget, we're talking about a long-term relationship here.
3. My boyfriend will remember my birthday. It's not that hard.
4. When I'm angry or upset, my boyfriend will hold me and tell me that he loves me. Same goes with when I'm insecure, hormonal, depressed, etc. It's a failsafe that works for all occasions. You know why? Because not one ex-boyfriend has ever done this for me.
5. My boyfriend wants me around.

When I tried to list that down, it was pretty hard to come up with 5, but there it is and I think the list is complete. I can't speak for other women, but I personally don't need anything more than these 5 things from my partner.

I don't think the standards are very high. They're not high expectations for anyone other than a child or a family pet, but still the only person I've ever met who hit all 5 wasn't even a boyfriend. Maybe that was my mistake.

A Flurry of White

I'm so confused about growing up. It's as if growing up was always this secret mystical place far away, perfect in its ideals.

And then I arrive and find that the glow has dulled, the streets lay trodden and broken by those that had come before me, the wind is stale, and the sun doesn't shine quite as brightly as I'd thought. The stories I'd been told during the journey had been shined and polished more often than an army chief's boots.

What else is there to do, but to roll up my sleeves and try to make it better.

posted from Bloggeroid

What kind of people live in this world?

This postcard was posted on Postsecret on 16 January 2011. I don't usually diss people's secrets because who am I to judge? But this really got to me. I've always wondered what kind of people would intentionally seduce someone else's partner and feel no remorse. What kind of men or women would put someone else's significant other through the pain and heartbreak of having their partners cheat on them?

And that's just the tip of the iceberg. It's even worse when it's a community secret - where everyone else knows except the family, and the rest of the world just looks at them pityingly and knowingly. This is such a common occurrence in Malaysia it's ridiculous.

But the fact that this person would think it's "weird" that her alleged good friend confided in her on something that would have taken a lot to discuss with someone else. That just disgusts me.

I've been in a position where some bitch completely disregarded the fact that my boyfriend was going out with me and continued to try to pursue him. Nevermind the fact that he said no. What kind of people live in this world? Women (and men alike) who do these things need to be made to feel the pain that they've inflicted on others, and to permanently wear a sign on their forehead telling the world the kind of people they are.

Maybe I'll Never Be

Maybe, I'll never be perfect. Maybe, I'll never be the person who says exactly what needs to be said at exactly the right time. Maybe, I'll never just be content with what there is at that moment. Maybe, I'll always expect too much from other people. Maybe, I'll never be okay enough for you, or open enough for you, or trusting enough for you. Maybe.

But I am me, and as much as I try to grow when life calls for it, I'm still just me. A little weird, a little funny, a little aloof, a lot guarded. I can't change that. I can't change me. This is me. Leave me be.