[Customer]: Pre Paid Broad Band
System: Connection established.
System: Initiating Call, Please Wait.
System: All our customer service representatives are busy right now. Please be online, you will be assisted shortly. Thank you
System: http://www.dialog.lk
System: Thank you for being online; you will be assisted in a short while
System: http://www.dialog.lk
System: Please wait...
System: http://www.dialog.lk
System: Connecting... An agent will be with you shortly.
System: Welcome to Dialog Axiata online customer support
#AGENT#: Ayubowan! This is #AGENT#, how may I assist you today?
[Customer]: yea
#AGENT#: Hello, how may I assist you today?
[Customer]: this is regarding the my prepaid connection
[Customer]: 777 777777
#AGENT#: All right.
[Customer]: early i talked to an agent he informed me how connections work and how i can enable them. so I first enabled KNK package
#AGENT#: Okay.
[Customer]: then i wanted to download something and i figured out... it's not possible with the existing pkg... so , i talked to dialog agent and.. he said if I go for BB package
(50.00)
[Customer]: it would be benificial..
[Customer]: then i asked for the first time it took my 39++ money as a initial payment(i considered it as a switching cost)
#AGENT#: Okay.
[Customer]: i asked the agent if I keep on switching between BB and KNK time to time...
[Customer]: each time i switch... do I need to pay 39++ amount for KNK
[Customer]: he said no... there will be no switching cost.. after the first time
[Customer]: but I just wanted to check, and i checked the KNK switching for the second time and it took some money from me...
[Customer]: ??????
[Customer]: thats my main question
#AGENT#: We would like to bring to your kind notice that each time you deactivate and reactivate the same; you would be charged the relevant package amount.
[Customer]: but i already activated the specific package for that month
[Customer]: even i deactivated... i have paid for the whole month, haven not I?
#AGENT#: Yes. However, once you have deactivated the package; the relevant quota will be removed and once you reactivate the package; it will be activated as a fresh account.
[Customer]: thats not mention anywhere int the package detail!
[Customer]: don't you feel this is not fare
[Customer]: even U have mentioned, conditions apply
[Customer]: ... it's difficult to find where the conditions for respective packages and terms
#AGENT#: Apologies, as mentioned; once you have deactivated and reactivated the package; you would be charged accordingly.
#AGENT#: Further, we thank you for your feedback.
#AGENT#: We will escalate your feedback to the higher management for their kind consideration
[Customer]: my problem is... if I taken 5000 quota... for a package...
[Customer]: i only used Rs.5/=
[Customer]: and I deactivate and reactivate..
[Customer]: I will loose... all my Rs.4995.00
[Customer]: helloooooooo.......
#AGENT#: Yes, I’m afraid so, as mentioned; we would be offering the service and if the relevant subscriber deactivates it from their end the relevant quota will be removed and not be provided
once again.
[Customer]: and it's not mentioned under any of these packages, right?
#AGENT#: We sincerely apologize for the inconvenience occurred.
#AGENT#: We will escalate your feedback to the higher management for their kind consideration
[Customer]: ya, i see... U cannot do more than that, my friend...
#AGENT#: I'm sorry I wasn't much of help to you.
#AGENT#: I hope you are clear with the information provided?
[Customer]: no at leased U explain me things... thats quite helpful
[Customer]: thanx
#AGENT#: I’m glad that I was able to help you.
#AGENT#: Should you require further assistance do not hesitate to contact us.
#AGENT#: You're most welcome. Thank you for using Dialog AXIATA online customer service. Good Night.
[Customer]: U too
System: Connection established.
System: Initiating Call, Please Wait.
System: All our customer service representatives are busy right now. Please be online, you will be assisted shortly. Thank you
System: http://www.dialog.lk
System: Thank you for being online; you will be assisted in a short while
System: http://www.dialog.lk
System: Please wait...
System: http://www.dialog.lk
System: Connecting... An agent will be with you shortly.
System: Welcome to Dialog Axiata online customer support
#AGENT#: Ayubowan! This is #AGENT#, how may I assist you today?
[Customer]: yea
#AGENT#: Hello, how may I assist you today?
[Customer]: this is regarding the my prepaid connection
[Customer]: 777 777777
#AGENT#: All right.
[Customer]: early i talked to an agent he informed me how connections work and how i can enable them. so I first enabled KNK package
#AGENT#: Okay.
[Customer]: then i wanted to download something and i figured out... it's not possible with the existing pkg... so , i talked to dialog agent and.. he said if I go for BB package
(50.00)
[Customer]: it would be benificial..
[Customer]: then i asked for the first time it took my 39++ money as a initial payment(i considered it as a switching cost)
#AGENT#: Okay.
[Customer]: i asked the agent if I keep on switching between BB and KNK time to time...
[Customer]: each time i switch... do I need to pay 39++ amount for KNK
[Customer]: he said no... there will be no switching cost.. after the first time
[Customer]: but I just wanted to check, and i checked the KNK switching for the second time and it took some money from me...
[Customer]: ??????
[Customer]: thats my main question
#AGENT#: We would like to bring to your kind notice that each time you deactivate and reactivate the same; you would be charged the relevant package amount.
[Customer]: but i already activated the specific package for that month
[Customer]: even i deactivated... i have paid for the whole month, haven not I?
#AGENT#: Yes. However, once you have deactivated the package; the relevant quota will be removed and once you reactivate the package; it will be activated as a fresh account.
[Customer]: thats not mention anywhere int the package detail!
[Customer]: don't you feel this is not fare
[Customer]: even U have mentioned, conditions apply
[Customer]: ... it's difficult to find where the conditions for respective packages and terms
#AGENT#: Apologies, as mentioned; once you have deactivated and reactivated the package; you would be charged accordingly.
#AGENT#: Further, we thank you for your feedback.
#AGENT#: We will escalate your feedback to the higher management for their kind consideration
[Customer]: my problem is... if I taken 5000 quota... for a package...
[Customer]: i only used Rs.5/=
[Customer]: and I deactivate and reactivate..
[Customer]: I will loose... all my Rs.4995.00
[Customer]: helloooooooo.......
#AGENT#: Yes, I’m afraid so, as mentioned; we would be offering the service and if the relevant subscriber deactivates it from their end the relevant quota will be removed and not be provided
once again.
[Customer]: and it's not mentioned under any of these packages, right?
#AGENT#: We sincerely apologize for the inconvenience occurred.
#AGENT#: We will escalate your feedback to the higher management for their kind consideration
[Customer]: ya, i see... U cannot do more than that, my friend...
#AGENT#: I'm sorry I wasn't much of help to you.
#AGENT#: I hope you are clear with the information provided?
[Customer]: no at leased U explain me things... thats quite helpful
[Customer]: thanx
#AGENT#: I’m glad that I was able to help you.
#AGENT#: Should you require further assistance do not hesitate to contact us.
#AGENT#: You're most welcome. Thank you for using Dialog AXIATA online customer service. Good Night.
[Customer]: U too
