Saturday, September 6, 2008

SUPERKAD SERVICES SDN BHD has the WORST HELPDESK LINE EVER!!

I try calling the Shell Superkad Services Sdn Bhd at least twice this week. The first time took me 3 hours to get to the help desk..yes i have to wait for 3 hours.

The 2nd time i call which is today i call from 9 am to 933 am and no sight of human being answering my call.

I am really shock to see this type of services provided by a company which is suppose to have a world class mentality.


I guess they will never improve...

4 comments:

Anonymous said...

hi..u were probably on waiting line..i'm a sales staff in another oil company n i know very well how the situation is in oil company..we have to deal with millions of customers, n the fon just keep ringing in every second!..ya,every second!..people out there just have no idea how we juggle with all the calls, plus with walk-in customers waiting to be attended. my customers do complain that our customer service is the worst. but i believe, other companies too have the same issue. my advice, please be patient as a customer n be reasonable too. being human, we all want to deal with only reasonable people. am i right?..:)..from:-oil company rep-

Anonymous said...

every service desk should have perform a capacity planning in the early stage. If you have 1000 customer u dont hire 1 helpdesk to do the work. similarly if you have 10000 customer u dont just hire 3 helpdesk to perform the job. This is very basic in service industry. It is suicidal for example to hire just 2 waiter to accomodate the entire restaurant with 50 tables.

anyway i do understand the stress that the helpdesk are experiencing.I dont blame them..it is the company fault for failing to plan properly.

Anonymous said...

But waiting for 3 hours is just bullshit... how busy you are you cant let your customer to wait for 3 hours... If the call keeps coming in.. and there are too little resource to handle it.. it is simply bad management and resourse planning and also means the quality of the product SUCKS big time else ppl wont bother to call helpdesk at the first place... you cant blame the customer... waiting 3 hours is sure not a resonable thing to do.. how is the company going to compensate the phone bill and the time...

FIND OUT THE ROOT CAUSE.... which is lousy products get alot of complaint!!!

Anonymous said...

yes, I agreed Superkad Services Sdn Bhd has provided terrible bad service to our company as well. Is there any website or any government we can complaint to?

KK