Yet another entry about what's wrong with Hong Kong's customer service

I believe here that perhaps in some ways Hong Kong's customer service may have been better in the 1970's, before technology. In many ways, technology just ruins Hong Kong's already dismal customer service. It hasn't empowered businesses to do more, instead it has created gaps of customer vortexes. Problem-solving has been replaced with rehearsed scripts. Customer files are replaced with broken databases. Telephone representatives are replaced with automated lines that hang up on you. Companies have embraced technology, but their business practices remains outdated. The combination of two don't mix.

Even simple things get screwed up - from updating billing information to getting a new PIN on your bank account.

Consider this - I need to use a password to enter my file with my (newer) Internet Service Provider (PCCW - Netvigator)'s site. I go to their website, it asks me to login.

Welcome to NETVIGATOR Customer Service Website !

	Login ID: netvigator.com Password: Forgot Password Forgot Login ID/email address

I forgot my password - it's something generated they gave me and the sheet is at home, and the password is already saved on my home computer. I don't have it. I click on "Forgot Password".
This is the screen:

Contact Us

You can reach us by sending email or calling our hotline.
Email: custserv@netvigator.com
Hotline: 1833 833 (Business Hours: 9am to 9pm)

For more information, please check FAQ.

You can also send us the following Inquiry Form...

So this Internet company knows how to provide Internet service, know how to make a website, but doesn't know how to retrieve a password? It asks me to fill out a form to get it! I'm hitting my head in disbelief. They have reached the 21st century technology, but have missed out on 21st century tools.

I relent. I fill out the form.

I forgot my password for

DO NOT RESET.
send me the password.

This is what they sent me.

Our Reference:######

Dear Valued Customer,

Thank you for emailing NETVIGATOR.

With regards to your email, I understand that you have lost your password. Unfortunately, due to Personal Data (Privacy) issues, we cannot retrieve your password and check for you. Therefore, we could only be able to reset the password for you.

If you would like us to reset your password, would you please fax us the request with a copy of your HKID, registered customer name, Login ID, service installation address, signature along with your contact number and email reference number #921491 to 2888 0118. Upon receipt of your fax, we shall reset the password for you to the first 6 characters of your HKID. (i.e. if HKID is A123456(A), the password is a12345).

We are sorry for any inconvenience caused.

If you have any further enquiries, please feel free to email us again or speak with our Hotline representatives directly at 1833-833.

Yours sincerely,
Jerry Tang
NETVIGATOR Email Team
Contact us: custserv@netvigator.com

Hello Hong Kong businesses.
Technology has welcomed you to the 21st century.
We hope your business practices would come too.