Covid-19: Local telcos close customer service centres


Like other stores in the mall, telcos’ customers service centres will also be closed as part of MCO measures. — CHAN TAK KONG/The Star

Malaysian telcos are closing their customer service centres, though customers can still use self-serve kiosks (SSK) or their apps for most account-related issues.

Maxis Bhd said its Branded Stores would be closed temporarily effective March 19, in line with the movement control order (MCO).

This closure affects Maxis Centres and Maxis Exclusive Partners, though it planned to resume operations after March 31 or according to the authorities’ instructions.

In a notice to the press, Maxis said customers could still deal with the company through the following channels: utilising SSK for bill payment, prepaid top-ups and SIM replacement, calling the call centre, and/or chatting via their website or app for other account-related services.

In a Facebook post, Celcom said its Bluecube stores and trade partners are closed until further notice.

“In view of the MCO, we encourage our customers to use our Celcom Life app to manage their accounts and visit the Celcom Online Shop for purchases,” it said, adding that their call centre and social media support would remain operational.

U Mobile and Digi have also closed their customer service centres, with Digi reminding prepaid customers that they could still reload their accounts at convenience stores that will remain open.

If customers have subscribed to data or WiFi, they can also top up their prepaid accounts via the app.

Telekom Malaysia Berhad (TM) was one of the first telcos to close their service centres nationwide, starting March 18.

“TM will also prioritise restoration cases and continue with installations while taking every safety precaution for both its customers and employees; specifically implementing health declarations forms for both parties,” it said in a press release.

U Mobile originally kept most of its stores open, except for two: the U Mobile Experience Centre, in Berjaya Times Square, Kuala Lumpur and the U Mobile Service Centre, in Ipoh Parade Mall, Perak.

Originally, the telcos had kept the service centres and stores open as the MCO listed telecommunications as an essential service.

However, in the interest of public health and discouraging customers from traveling unnecessarily, telcos are urging customers to address whatever issues they can online.

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