Preface
The wife of Mr. Li, a citizen of Taizhou, needed to port her number to the network for some reason, but they ran to the business hall six times before and after, but they couldn't do it.
The city has a population of more than 1.5 million, but only the only window of the designated business hall can handle this business, and there is a limit of 8 people per day.
In order to handle business, some people come to line up at 2 o'clock in the morning.
Mr. Li was furious and questioned this unbelievable phenomenon.
In the end, will the problem be properly solved?
At 3 a.m. on April 28, Mr. Li and his wife got up early, packed their things and prepared to go out.
His wife has been pregnant for several months, and the reason why Mr. and Mrs. Li have to get up early in the morning is not to go to the hospital for prenatal checkups, nor to have any major events at home, but to go to the mobile business hall.
Mobile business halls usually don't open until 7:30 to 8 a.m., and the reason why Mr. Li and his wife got up so early to get there was because they had already suffered several dumb losses.
Mr. Li's wife's mobile phone number is mobile, and now she wants to port her number to the network, from mobile to telecom.
However, because his wife's mobile phone number still has mobile broadband services, she needs to return all the mobile services on her mobile phone number before porting her to the network.
But it's such a simple thing, Mr. Li's family went to the business hall six times, from the beginning of March to the end of April, which is almost two months, and it was not done.
The first time I went to handle the business was in early March, when the business hall told them that they couldn't handle it because the materials were not fully prepared.
At that time, Mr. Li and his wife did not realize the seriousness of the problem, and thought that they only needed to prepare the materials.
But when they came to the mobile business hall again with the prepared materials, the staff told them that they couldn't handle the business of number porting here, and they needed to go to the business hall in Luqiao District, Taizhou City.
Mr. Li and his wife were left speechless, but in order to resolve the matter as soon as possible, they had no choice but to do so.
Luqiao District is far away from Mr. Li's home, and he and his wife drove for more than an hour to the designated mobile business hall in Luqiao District.
But after arriving here, Mr. Li still couldn't complete the business.
In order to handle business, Mr. Li and his wife deliberately drove for more than an hour, set off from their home at noon, and when they arrived at the business hall in Luqiao District, Taizhou City, it was already half past one in the afternoon.
It stands to reason that half past one o'clock in the afternoon should be the beginning of the afternoon business hall of the mobile business hall, and it has not even ushered in the peak period.
Mr. Li and his wife thought that they would be able to successfully handle the business this time, but the answer given to the staff made them dumbfounded.
After arriving at the store, Mr. Li explained to the staff the business he wanted to handle, but the staff advised Mr. Li to go home, because there were three people in front of him to handle the business, and it was not his turn today.
According to the staff, it was half past one in the afternoon, and when the business of the three customers in front of Mr. Li was completed, it was just the time for the staff to get off work, so Mr. Li couldn't schedule it today.
got up early in the morning, but rushed to a late meeting, and Mr. Li could only return disappointed.
At the same time, Mr. Li and his wife also speculated that maybe the business hall here was indeed busy.
In order to solve the problem as soon as possible, Mr. Li decided to change his position.
Considering that the mobile business hall in Luqiao District, Taizhou City was busy and it was difficult to queue up, Mr. Li and his wife decided to go to the mobile business hall in Wenling City to handle business.
Wenling City is a county-level city below Taizhou City, and it is slightly closer to Mr. Li's home, so you don't have to drive for more than an hour like Luqiao District.
Unexpectedly, after coming to the mobile business hall in Wenling City, Mr. Li was even more surprised, the situation here is even more complicated than that in Luqiao District.
According to Mr. Li's description, the mobile business hall in Wenling City takes the number first, and then the hall calls the number and then enters the inside of the business hall to handle it, which is a small closed room, and people outside cannot see what is going on inside.
On average, it takes more than an hour for each customer to handle business, and the next customer can go in after the previous customer finishes the business.
Mr. Li's description makes people wonder why it takes more than an hour to handle a business, whether it is too difficult to handle the business, or whether the staff is deliberately delaying the time.
What made people feel even more uncomfortable was the fifth time that Mr. Li's wife went to the mobile business hall.
The fifth time I went to the mobile business hall to handle business was on April 15. Mr. Li had gout that day, so he could not accompany his wife to handle business.
So, Mr. Li's wife went to the mobile business hall alone, and in order to be able to do it early, she also got up early in the morning and got No. 9.
I thought it would be her turn soon, but she waited and waited, but she still didn't wait.
After waiting for several hours, Mr. Li's wife thought that she was pregnant and could not queue for a long time, so she ran to the window to ask if there was a lobby manager, a manager on duty or something like that.
As a result, she was told by the staff that there was no lobby manager and no manager on duty.
Mr. Li's wife received the No. 9 number plate with a reminder: get off work at 17:00, if you don't have time to handle it, you will handle it another day, and I will take the number again, please understand.
The business hall works 8 hours a day, and it takes an average of 1 hour for each person to handle business.
In the end, Mr. Li's wife did not wait for the staff to call her No. 9.
Later, she learned that many people came to the door at half past four in the morning to line up in order to get to the front number.
In order to handle a business, I had to come to line up in the early morning.
Although it is unbelievable, in order to solve this matter as soon as possible, Mr. Li and his wife decided to go to the queue in the early morning.
On April 28, Mr. Li and his wife got up early in the morning and took a taxi to the mobile business hall before 4 a.m.
I thought that I would always be able to get the front number early in the morning, but the scene I saw when I got out of the car made Mr. Li and his wife dumbfounded.
It was only 4:09 a.m., and there was already a long queue at the door of the business hall.
Mr. Li and his wife hurriedly counted, there were already seven or eight people in front of them, and it was not their turn today.
Then, Mr. Li learned that some people came to line up at half past two in the morning in order to be able to get in line. At 7:30 in the morning, the security guard will come and give everyone a number, and the staff will handle the business one by one according to the number plate.
Wenling has a population of more than 1.5 million, all who want to handle the business of number portability, have to go to this business hall, the business hall only has one window to handle, the business hall works 8 hours a day, an hour can only handle one customer.
Mr. Li said that this is simply making it difficult for customers, and mobile does not want to lose customers, so it is forced to retain them in this way.
In order to handle this business, Mr. Li's family made six trips to the business hall in nearly two months from the beginning of March to the end of April.
It's understandable that mobile wants to retain customers, but this kind of tough retention method wastes a lot of time and energy.
Subsequently, Mr. Li also learned that many people were busy with work and did not have the energy to come to queue up in the early morning, so he simply hired someone to queue up in the early morning, come in the early morning to help him occupy a good position in the front, and wait until half past seven in the morning when the business hall opened, and then come to replace him.
As a result, more and more people have chosen to hire professional queuers, and in the long run, it has even given birth to such an industry that specializes in queuing for people.
Mr. Li was very angry at the practice of the mobile business hall, and in a fit of anger, he took a video and uploaded it to Douyin, hoping that the mobile company would rectify it.
Soon, Mr. Li's video caused an uproar on the Internet.
After Mr. Li's video was released, some people in the comment section said that the mobile company's approach was too much, and some even said that they had the same experience of being harassed.
Subsequently, a reporter contacted the mobile business hall on Wenling Taiping Dongmen North Road to understand the situation, and the staff of the mobile business hall who answered the phone said that only their business hall in Wenling can handle the business of number portability.
When asked why there is only one window to handle business and whether he can open a few more windows, the staff said that this is the arrangement of the superior leader, and the company has only one window, and he has no authority to open it.
The staff replied that it was their freedom to transfer in and out, and there was no such thing as deliberately making things difficult for customers.
If you want to transfer in, you can go to any business hall to handle it, but if you want to transfer out, you can only go to the designated window of the designated business hall to handle it, and it takes more than an hour for each customer to handle it successfully.
Mobile customer service said that the reason why it takes so long is because each customer is involved in different businesses and needs to be handled and solved one by one, and the length of time for business processing is determined according to the time of customer consultation and handling.
Regarding the problem reported by Mr. Li, the mobile customer service also said that they will record and give feedback upwards, and then strengthen the service management and training of the staff of the business hall.
In addition, the mobile customer service also said that since there is a demand from customers in the market for this matter, they will also make changes according to the relevant situation in the future.
End
Personally, I think it's understandable that mobile companies want to retain customers, but instead of using this approach, they should improve their business and think about why customers are leaving, rather than retaining them forcefully.
In addition, the city has a population of more than one million, but only one window of a business hall can handle this business, which is really unreasonable, and I look forward to making changes as soon as possible.
Resources:
"Links"
6 times have not been completed, where is the number porting network blocked?-Qianlong.com.cn.cn
Ran 6 times and failed to carry the number to the network, forcing consumers to "retreat in the face of difficulties"? - Reviews - China Industry Network