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ON BEHALF of Glomobi, we would like to apologise for the unpleasant experience encountered by Mr Tony Pang Keh Wah the past few months with regards to one of our services, 'Costly SMS spam that started with a contest for kids' (Online forum, March 19).
We do ensure our services are transparent to customers as required by Infocomm Development Authority's Premium Rate Services Code. This means that we need to communicate clearly the frequency of the messages received, tariff code, termination instruction, customer service hotline, etc, in our advertisements, website as well as welcome messages. In addition, we send out weekly reminder messages to customers to remind them they are still subscribed to our service. All the relevant information, including price, is enclosed in reminder messages.
During the course of our conversation with Mr Pang, and after careful investigation, we found out that the customer's daughter did participate in our service by answering questions over a period of time. We had offered a 50 per cent refund to the customer as a goodwill gesture but Mr Pang turned down our offer. However, the 50 per cent refund is still valid if Mr Pang wishes to take it up.
Darren Cheah
Regional Head
Marketing
Responsive & Directive Media Malaysia Sdn Bhd
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