While typing these words on my hand phone, I have already toured half of Westmall. I am here to upgrade my mobile phone.

Yes, I did upgrade my plan about one month ago. However, the current special circumstance allows me to do another upgrade.

I have been using mobile service from X Company for almost 2 years. I should say I have been quite satisfied with the service they provided.

About two to three months ago, I start to have problem receiving network signal on my mobile phone. Sometimes the signal was totally gone and I couldn’t even call Customer Service. Manual network selection didn’t help either, it was like the network was suddenly disappeared. Normally this problem lasts around few minutes, but sometimes can be as long as 20 minutes.

At first I thought there’s something wrong with my handset. Luckily I have two mobile phones and two lines from X Company. So when both SIM card gave me problem on both phones, I knew the problem was not at my side.

One month ago I called Customer Service of X Company. The staff told me there was a sudden surge of 2G network users at my region. They expected the problem to last for another few weeks before they finish upgrading the hardware and maybe software. I told the Customer Service Officer this problem is causing me a lot of inconveniences, he offered to waive my basic subscription fee for one month. I agreed.

However the problem keeps getting worse. Yesterday I brought my phone out for dinner, and wanted to call and SMS two people for something important. As you can guess, the signal was gone. It’s only an hour later than I was able to call again.

The first thing I did was to call the Customer Service. I was very angry, and requested for a free upgrade to 3G handset. Since they told me the problem only happen to 2G network. The lady told me I already upgraded to a 3G handset in October, so she won’t be able to do it for me again. I told her I gave the phone to my friend. Even if I didn’t, I think it’s still my free choice to use either 3G or 2G handset. It is X Company’s responsibility to make sure their network is functioning well. I requested to speak to the manager.

The manager called, I told him the situation, and he was very kind to tell me he will appeal for the upgrading. This afternoon I got a reply from him and he told me I can upgrade for another handset now.

And that’s why I rushed down to X Shop at Westmall and brought the stylish Nokia 6500 Slide back, after 4 hours of waiting.

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The reason I never put the Telco name is because I don’t want people to abuse their service. Some people might not face a problem as severe as mine and if they know about this compensation, they will rush down and demand an upgrade too.

I told my friend about this issue yesterday, and told him I am not trying to take advantage of X Company. I simply need uninterrupted communication service which I have paid for. It is very annoying not being able to contact people even with a phone in hand.

I must say I am satisfied with their compensation, and really hope the same problem will not occur to my new handset.

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By the way X Company is offering free 2G to 3G upgrading service. You will get a free 3G handset upon upgrading. I am not really sure about the details but I have seen the notice in X Shop today.

Anyone with similar problem that I have faced, please call the Customer Hotline and discuss with them for some compensation.