Monday, February 2, 2009

Manulife Customer Service sucksss

You probably wanted to know why I said MANULIFE sucks .. It is because their poor customer service.

This morning I spent 53 mins waiting to be served. I called their customer service department to enquire something on my mom's insurance policy and to my horror, it took me waiting for 53 mins and not getting served. Even though the auto-response machine saying i'm the 3rd in the queue. I patiently waited for my turn (surprisingly, I'm so patient today. Normally I would not have waited for more than 10 mins on the phone).

Based on manulife website at here, it said that customer are the top priority, hmm ... I don't think they act on what they had promised.

=== Updates on 4th Feb 2009 ===
I received a reply from Manulife Senior Manager regarding this issue. Apparently it is because of
the auto-response machine is functioning. Please see the reply from below. Wondering if I should try call them again or go there personally one of these day? By the way, kudos to Terence and Foong for their effort in contacting me. Thank you so much. At least it restore some of my confidence towards Manulife.

Dear Mr. Yap,

I have read your comments on our customer service with genuine concern. Please accept our sincere apology for having inconvenienced you.

I can understand your frustration from having waited in the call queue for almost an hour. This is definitely an unusual occurrence. It was a Public Holiday in Kuala Lumpur on the 2nd February 2009 in conjunction with the Hari Wilayah. Unfortunately, the telephone system to alert callers trying to contact us over non-working days was inadvertently not activated.

I hope your queries have been answered by now. If not, please call us again or feel free to contact us at service@manulife.com.my for your servicing needs. You have our assurance that we have taken the necessary steps to ensure that this does not happen again.

Thank you for your continued support towards Manulife and we look forward to serving you again in the near future.



Yours sincerely,


Foong Yee Ping
Senior Manager, Customer Service

10 comments:

Terence said...

Dear Mr Yap
Hi Mr Alex Yap. My name is Terence and I chance upon your post a few minutes ago.
I am one of their agents, with them for close to 15 years.
First of all, please accept my greetings for the New Year of the Ox, wishing you peace, happiness and prosperity to you and your family.
I can understand how you feel to have waited for close to an hour. Being a rep of Manulife the Co that you are obviously angry with, please accept my apologies, even tho I do not have anything to do, directly with what you experienced or needed help about.
If there is still anything unresolved or answers needed, if you wont mind letting me know. I shall try my best to do whatever I can within my responsibility and authority.
If you wish, my mobile is 9880-1990, email is terche@manulife.com.sg
Feel free to contact me at your convenience.
Thank you for reading.
Regards.
Terence.

Alex Yap said...

Good day Terence

It is good that my blog post has bring one of their concern employee to me and trying to help me.

It looks like you are from singapore. I'm from Malaysia anyway. Will you still be able to help?

Terence said...

Yes Mr Yap, you are correct - I m from Singapore and working in Singapore.
I guess in this virtual world of instant and seamless communications (sorry at times it does mean certain things cant be done instantly), geographical barriers at times are no obstructions.
But as you rightly asked, being in Malaysia whether I can help or not is relevant as some things still are done through the old ways which I believe you might be awared of. And because of business protocol issues entailing higher levels of confidentiality might be out of bounds to me when I am not your official servicing agent.
Hope this helps thus far.
I fleetingly glance pass a bit of your blog - looks interesting (this remark is exclusive of our communications at this point)
Thanks again.
PS Be awared that in case you email, I am receiving them via my gmail account as I set up a redirection of mails from my Manulife adds., just to clear any doubts that might occur concerning the authenticity of my involvement.

service@manulife.com.my said...

Dear Mr. Yap,

I have read your comments on our customer service with genuine concern. Please accept our sincere apology for having inconvenienced you.

I can understand your frustration from having waited in the call queue for almost an hour. This is definitely an unusual occurrence. It was a Public Holiday in Kuala Lumpur on the 2nd February 2009 in conjunction with the Hari Wilayah. Unfortunately, the telephone system to alert callers trying to contact us over non-working days was inadvertently not activated.

I hope your queries have been answered by now. If not, please call us again or feel free to contact us at service@manulife.com.my for your servicing needs. You have our assurance that we have taken the necessary steps to ensure that this does not happen again.

Thank you for your continued support towards Manulife and we look forward to serving you again in the near future.



Yours sincerely,


Foong Yee Ping
Senior Manager, Customer Service

Alex Yap said...

Good day Foong

thanx for your reply. Now I recalled that, Manulife, located in Bukit Damansara inside KL area, hence no one actually working at that day. But I would have expect the auto-caller machine will response something like "it is public holiday, please call back during working hours", things like that.

anyway, thanx for your explanation. I will personally go to Manulife building this coming Friday to get my things sorted out.

Thanks again.

Cheers

service@manulife.com.my said...

Hi Mr. Yap,

Glad to know that you will be visiting us tomorrow.

We are located on the 10th Floor,

Menara Manulife
6 Jalan Gelenggang
Damansara Heights
50490 Kuala Lumpur

Drive through straight and park in the building's basement car park. Remember to bring along your parking ticket to have it endorsed.

I have also advised my colleague Haslina on this and she will be assisting you on the needful. Can we have your email address for correspondence going forward as Haslina will be contacting you directly soon for the policy details.

Have a nice day!


Foong Yee Ping

service@manulife.com.my said...

Hi Mr. Yap,

Glad to know that you will be visiting us tomorrow.

We are located on the 10th Floor,

Menara Manulife
6 Jalan Gelenggang
Damansara Heights
50490 Kuala Lumpur

Drive through straight and park in the building's basement car park. Remember to bring along your parking ticket to have it endorsed.

I have also advised my colleague Haslina on this and she will be assisting you on the needful. Can we have your email address for correspondence going forward as Haslina will be contacting you directly soon for the policy details.

Have a nice day!


Foong Yee Ping

Terence said...

Hello Mr Yap,
Good afternoon to you. How are you today? Hope you are alright - well and good.
I am aware that you are receiving the necessary attention, which I am happy to note.
Here's wishing you a year of plentiful of good things in this Ox year.
Cheers

Alex Yap said...

Good day Terence

I'm good, thank you and how about yourself?

Ya, I have few communications with Foong and shall drop by to their office tomorrow to get my things sorted out.

Thanx again for all of your helps. Very appreciated it.

Wish you a great and prosperous year ahead.

Year of Ox is year of hardwork.

Outsource Call Center said...

In my opinion, Good customer service is necessary. Customer service is vital to the success of any business. Despite how good your product or service is, customer service can make you or it can break you. So you better treat your customer in a very nice way.

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