Thai customer service isn’t good. In fact, good customer service in Thailand is so rare, westerners comment on it — a lot — when it happens. Bad customer service is the norm in Thailand, but customer service as bad as Cyberpoint’s takes talent. Cyberpoint, if you don’t already know, is a Thai Wi-Fi internet service provider. Always dismal, in the three years I’ve used them on and off, it’s been fascinating to see them get worse. But my experience this week took the cake.
In fact, after several phone calls to Cyberpoint, I canceled my Cyberpoint internet card and it will be a cold day in hell before I ever use them again. Here’s why.
Normally, I have my internet service through True. Not perfect, they’re still light years ahead of companies like Cyberpoint so, this month, I’ve been frustrated I’ve had to use Cyberpoint as my True internet is down and I don’t have the time needed to deal with their customer service. So…..I’ve spent the last three weeks buying Cyberpoint internet cards — 200 baht, unlimited access for seven days. Not a bad deal, you’d think. Well, it would be if their service worked well. It doesn’t.
Speed-wise, compared to the other ISP in my building, Cyberpoint was quite fast — for the first three weeks. Then, a few days ago, the Wi-Fi internet went down in my apartment and couldn’t be resurrected — for hours. When it was, my Cyberpoint password didn’t work. So the lovely manager at my apartment building called Cyberpoint for me (their English customer service staff are dismal, so I always have a Thai call for me). She was told by Cyberpoint the problem was the signal in my room wasn’t strong. Funny…..the signal showed five green bars and “Excellent” underneath it. So, I tried my Cyberpoint password on the computer in my apartment building lobby, the one with the perfect signal. It didn’t work their either. Which would lead anyone with any sense of logic to conclude the signal was not the problem.
Finally, the building manager gave me another Cyberpoint card with a new password. This worked well for about three hours then I was disconnected from Cyberpoint again and could not log back in.
Long story short — my Cyberpoint log in problems were as a result of a new ‘change’ by the company. Apparently, if your log in stays idle for more than a set number of minutes, Cyberpoint logs you off and your password becomes null and void (nice, if you’ve just paid for a week or a month’s internet, isn’t it?)
Now, for me, as I write online, it may seem my connection is “idle”. It’s not. I’m on a webpage, writing. So, for me and many others, Cyberpoint’s new policy is useless. I immediately traded my Cyberpoint card in for another ISP in my building, one that allows unlimited connection time with no log-offs if your account looks idle. So far so good, no problems.
As for Cyberpoint in my building, in the two days since they changed their policy, my building manager said she’s lost track of the number of residents complaining. Cyberpoint is likely to be dumped from my building soon.
Excellence in customer service. Cyberpoint is so far from that, it would take a bloody miracle. And, as far as the logic of the person who made the decision to disconnect customers whose system was ‘idle’, the stupidity boggles the mind.