I needed to enable international roaming for a postpaid supplementary line of mine. Doing what I usually do, I went to digi.com.my to look for the relevant information. Found it here - Postpaid International Roaming. Found out that I needed to:
- approach a DiGi Center (I have one within 20 minutes drive from my apartment, no biggie)
- I need to fill out a form
- I need to bring alone a photocopy of an Identification Card (problem here)
The problem was the person with the supplementary line had already left the country. So I called up DiGi’s Customer service to inquire if I can submit a photocopy of my IC instead of the supplementary line holder. Here’s how the call went (re-phrased but meaning is retained):
Support: Hi, Mr. Eng. How can I help you? (whoa, she called my name +1)
Me: Hi, I need to ask you something. Can I activate international roaming on behalf of my supplementary line holder?
Support: Mr. Eng, I need to do some verification (and proceeds to ask for my IC number as well as billing address)
Support: Thank you for verification. Hold on, let me check the system.
(about 20 seconds later)
Support: Hi, Mr. Eng.
Me: Yes, go on.
Support: I’ve checked the system. I noticed that this postpaid line has been in use for more than 6 months. Is that correct?
Support: OK, I will be able to activate roaming for you. It’ll take about 2 days for it to be active. Is that OK?
Me: Sure (yay, I don’t need to physically go to a DiGi Center +1)
Support: Is there anything else I can help you with?
Me: Yes, actually. I’d like to request termination of paper billing for my postpaid line.
Support: OK, done. Is there anything else?
Me: Nope, that’s about it.
Support: Thank you for being a DiGi Customer sir.
Me: No problem. Goodbye.
I hang up.
She called my name and she helped save my time. I seriously cannot see myself using anything else other than DiGi. It is the sum of small things like this one that makes it worthwhile to stick to something. Not promotions, not fancy ads nor loyalty programs. All it takes is for a front-liner to do their job really well.
Side note: I’ve heard scenarios of people using Maxis (this is a first hand encounter) that went through loops of fire to get international roaming enabled when some friends got stuck in Thailand due to a stolen passport. To cut the story short, Maxis demanded deposits and also the person to be physically around for verification to activate international roaming. Hello? They guy’s stuck in Thailand for crying out loud! And this happened to a long-time Maxis customer, a working citizen of Malaysia.