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 firstname.lastname@example.org 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.
Foong Yee Ping
Senior Manager, Customer Service