Dtac to waive fee for call disruption
Total Access Communication (Dtac) would waive a 48 hour service fee for 1.8 million customers, mostly in seven southern provinces, after the second service interruption in less than three weeks.
Darmp Sukontasap, chief corporate affairs officer, said that the fee would be waived on customers experiencing call interruption on January 5. Over 900,000 affected dtac customers were from the seven southern provinces of Chumphon, Surat Thani, Trang, Krabi, Nakhon Si Thammarat, Phuket and Phung Nga.
Dtac found that its Mobile Switching Centre (MSC) in Surat Thani province was under-performing and the call success rate of dtac customers in such areas had dropped to around 50-60 per cent, resulting in a congestion in dtac’s network system and causing over 1.8 million dtac customers to have difficulty in dialing out or receiving calls. The problem was completely fixed on the same day.
“This problem was an isolated incident which occurred during our on-going effort to upgrade our system. The management and staff at dtac would like to apologize to our customers for the inconvenience caused. We take full responsibility for what happened and will promptly compensate our customers for their inconvenience,” said Darmp.
According to the company, it would compensate its estimated 1.8 million customers by waiving the service fee for affected customers for 48 hours starting from noon of Jan 4 to noon of Jan 6.
To prevent a recurrence of a similar service interruption, Dtac will temporarily suspend all its system upgrading exercise and to work closely with Ericsson (Thailand) Ltd, its vendor, to re-examine all the processes and procedures of the exercise.
“With the past two unfortunate incidents, we do realise that we will have work much harder to win back the confidence our customers. Therefore, we, the management and staff at Dtac, would like to assure our customers that we will continue to redouble our efforts and do our utmost to prevent future problems in our service. And, more importantly, we will strive even harder to bring the best possible products and services to our customers. Once again, all of us at dtac would like to extend our sincere apologies to all our customers,” Darmp noted.
