I applied for a group plan last Saturday and was promised a 24 hour activation turn-around time. Since up to this morning the lines have not been activated, I tried calling their customer support.

So I dialed the number, pressed 1 for English, pressed 2 for Postpaid, pressed 0 for activation follow-up.

(not exactly verbatim)

Operator: Good Morning, this is______. How may I help you?
Me: I would like to follow-up on my application.
Operator: Ah okay. Let me transfer you.
Me: Transfer where?
Operator: To Postpaid.
Me: But I selected Postpaid.
Operator: I am in Prepaid, Sir.
Me: So why did I get Prepaid?
Operator: Because there is a queue in Postpaid.
Me: So why did I get transferred to Prepaid?
Operator: Because if there is a queue in Postpaid, calls are routed to Prepaid.
Me: So you can help me?
Operator: Sorry, I can’t, I am in Prepaid.
Me: So why transfer me to Prepaid?
Operator: So I can transfer you to Postpaid.

When getting transferred to Postpaid, I get cut off. After several attempts each with a different operator, I finally succeeded in getting through to Postpaid directly.

Operator: Good Morning, this is______. How may I help you?
Me: I would like to follow-up on my application.
Operator: Ah okay. What is your number?
Me: Don’t know. The lines are not activated yet. But my current cel number is my reference number. It’s 09xx xxx-xxxx.
Operator: Okay, sir. I need to transfer you to Activation.
Me: But didn’t I just press 0 for activation inquiries?
Operator: Yes, sir. This is postpaid. I will transfer you to the Activation Hotline.
Me: Why wasn’t I routed directly to the Activation Hotline when that is what I selected?
Operator: Because it is Postpaid, sir.
Me: Uh, okay. Can you please give me a direct line just in case I get cut off?
Operator: No sir, I can’t do that.
Me: Why not?
Operator: Because it is the Activation Hotline. We can only transfer you.

Another conversation, this after being cut-off several times while being transferred. Each time I have to initiate the call.

Me: I am just wondering – aren’t you guys trained in common courtesy, like calling back the customer when he gets cut off?
Operator: No.
Me: Why not?
Operator: The system does not allow us.
Me: But your system keeps cutting off customers when they are being transferred.
Operator: Sorry, sir. But we don’t do call backs.
Me: So you expect the customer to keep calling you?

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