Upgraded my plan with device online on April 12. The plan has been upgraded but still no device. It's been 10 days already what's going on? Everytime I call celcom they tell me they will make a report and I have to wait 3 to 5 days for feedback. It's already been so long. In the mean time I am being charged for a new plan WITHOUT device. It's getting ridiculous.
Go to Solution.
Hi @jojomzz ,
This is not something new. It's everywhere in this forum too. First thing first, what is the SLA that they promised when you sign-up? If it's way over, you just get Celcom to rebate whatever plan with device they have been charging you. Ask for compensation for SLA failure. Escalate to MCMC if necessary or when Celcom can't resolve your issue. But all of this will NOT work IF, Celcom did not give you any SLA for the delivery and stated that it is up to them to decide.
However, I realized over the years, failure of SLA is normal for Celcom. Is there no one in Celcom looking after this?
i agree with you. i came across a few topic regarding device not receive but being charged contract first.
does user receive any tracking number for the device actually? and how long is the SLA that you mentioned?
can share with us what is the solution?
im eager to know
SLA i think stand for service level arrangement
I cant say thats a solution.
usually when we purchase anything online tracking number will be given to us via email or sms.
that way we can check our item status.
isnt it much better that way?
Good to know that. Yes, you are right. Please make more noise if the service provider failed you =P
Hi @Nelmond_10442 ,
There will always be different scenarios;
Scenario 1 - Customer ordered the device online. Normally tracking number will be provided. If there's a delay, most probably the device has yet to be despatched.
Scenario 2 - Customer purchased via Celcom Acc Managers or Agents. Persuaded to upgrade the plan and promised the device to be delivered in xx days <-- this is SLA (Service Level Agreement). However, due to stock availbility, the device has yet to be despatched. So, no way you can know the tracking number.
I agreed with you, that's not a solution for the issue. Perhaps you guys should give some ideas to how to make this experience less painful for us the paying customers.