Yes emailed customers on yes ID problem

UPDATE: Yes reveals yescare hotline number 03-83130000. 8AM-10PM Mon-Fri and 9AM-5PM Sat-Sun and PH.

Problematic Yes 4G has just emailed to all of its subscribers with the title “yes ID registration support”. In the email, yes acknowledges that some subscribers are not able to login with their pre-registered ID to complete the registration steps. As a solution, they recommend the 2 options – To write an email to yescare[at]yes.my or to visit their flagship store at Lot 10 or Yes Store at KL Sentral.

The first option of emailing Yes is definitely out and many have yet to receive reply for their email complaints sent earlier. The 2nd option of asking affected customers to go all the way to the flagship centre is too troublesome and there is no guarantee if they can solve the problem as well. You don’t expect customers staying far away to drive all the way to Lot 10, do you?

We felt that Yes is not taking the right steps to resolve their issues affecting their customers. As mentioned before, yes should provide a hotline number for immediate customer interaction of complaints. Based on the email they sent, it sound as if the Yes ID issue is a minor one so why not let your customers talk to your customer service staff?

Since it is merely 2 days from launch, yes doesn’t really have a massive subscriber base yet, for now. The issue on the yes ID is clearly shown above as being not found. Why can’t they check through if all yes ID has been activated and currently in use by its small subscriber base? They should be able to check if there’s any customer who hasn’t deducted their credit which probably mean there’s problem connecting. Having said that, with a much smaller customer base, yes customer service should be able to give ALL yes subscribers a simple courtesy call to find out if they are getting good yes experience. We hope yes will actually work on having a customer hotline number ready in the next few days. Even TuneTalk despite being low cost even has a phone number for you to speak to a real person. Telcos can cut corners but they can’t cut off customer service necessities.

So far the only channel to talk to immediately is via twitter with their @yes4g and @yescare accounts. However not everybody is on twitter. We are all for this new approach to CS that yes is embarking on but the transition needs to be gradual, not cold turkey like this. There’s no online web chat to get answers fast and all the customer support channels are solely based on web. If you got no connectivity, you don’t get support.

So yes, what are you going to do about it? Read about previous posts on Yes 4G here.

Email from yes after the jump.

Dear Yes customer,

We are aware that some of you have not been able to log in with your pre-registered Yes ID to complete the registration steps to activate your Yes service.
If you are facing such an issue, please email yescare@yes.my or visit our Yes Flagship Store or the Yes stores at KL Sentral at the addresses below. The operating hours are from 10am till 10pm, daily.

1)Yes Flagship Store
Ground Floor & 1st Floor

Lot 10 Shopping Centre,
50, Jalan Sultan Ismail,
50250 Kuala Lumpur.

2)Yes Store
KL Sentral, Departure hall and Arrival hall,
KL City Air Terminal,
50470 Kuala Lumpur

We apologize for the inconvenience caused and thank you for your continuous support.

Always at your service,
Customer Advocate
YesCare