Astro: David Butorac won't go
UPDATED VERSION. Little Birds perching on the 3rd Floor of Astro HQ chirp again.
Astro has made a counter offer to David Butorac, who accepted it, and a new management team has been formed.
Butorac is now Group COO while CFO Rohana Rozhan has been appointed CEO for DTH (Direct-to-Home) in Malaysia and Brunei, reporting to Butorac. All appointments took effect from May 1, 2006.
On April 27, The Australian reported that Butorac has been recruited by Australian upstart pay-TV group SelecTV to join its board. According to the paper, documents lodged with the Australian Securities and Investments Commission reveal that Butorac's name, alongside former Victoria premier Jeff Kennet's, was to replace one of SelecTV's original financiers, Nick Argyrou, on the board.
Story by Jane Schulze, The Australian, April 27, 2006
Astro also announced today that a new CFO will be recruited to fill the vacancy left by Rohana, while the candidates for the positions of Director of Group Human Resources and Head of Enterprise Risk Management are being finalised.
Ralph Marshall, who will remain as Deputy Chairman and Group CEO, said in an internat memo which was obtained by Screenshots that he will focus on strategic direction, development and expansion of the group.
Meanwhile, Astro's problems in Indonesia are being resolved with a new drop-dead timeline -- July 31, 2006, the latest.
Significant CRM & Billing problems
Better customer service at 03-9543 4188? Your bet is as good as mine.
Because, in the memo obtaned by Screenshots, Ralph admitted that Astro is currently facing "significant operational difficuilties" arising from "the implementation of a new Customer Relationship Management and Biling system".
And bless you, your David Butorac has been put to take charge of the issues that Astro subscribers like you and I had been inconvenienced with for donkey months.
Download this PDF for new org chart and other details.
Comments
Customer Relationship Management and Biliong system".
What's a Biliong system?
Posted by: aput83![[TypeKey Profile Page]](http://www.jeffooi.com/nav-commenters.gif)
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May 3, 2006 10:53 AM
what customer relation management? being an astro customer, i know astro practices "take your money and screw you" on customers.
Posted by: lsk![[TypeKey Profile Page]](http://www.jeffooi.com/nav-commenters.gif)
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May 3, 2006 02:39 PM
As far as the big wigs -- and even middle managers -- of Astro are concerned, the poor, lower-level customer service people are just there to "take the bullet" from irate customers.
Of far more concern is Astro's stock prices, etc.
And speaking of the Astro management: Notice how a certain ethnic group which looks to cough up a disproportionately large amount of money to Astro don't have all that many representatives among the senior ranks?
Posted by: Returnee![[TypeKey Profile Page]](http://www.jeffooi.com/nav-commenters.gif)
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May 3, 2006 03:11 PM
Well I for one, can attest that Astro is facing some serious CRM and Billing problems .. as a VICTIM.
My service was cut a few months back and when I called Astro, I was told that I did not pay the bills. Since I use the autodebit facility, I was initially shocked!
Later I found out that Astro has billed me on my previous credit card number which has been cloned.. The funny thing is that I've already informed Astro of my new card no. and they have successfully billed me since last year!
Prior to contacting Astro, I emailed the company, but after 2 emails and 1 week of waiting, I decided to call. Anyway, it took me more than 45 minutes to reach the call center people. When I complained to the officer, she replied that everyone else waited the same. Because the officer said that I told her that I want to lodge a complaint. Without hesitation, she said that it was done. It seems so fake, so I asked her for the complaint no. so that I can track it. It was then that she asked me to wait (a whole 5 mins) before actually giving me a number.
When my phone bill came, the amount was more than RM25 for the call itself! You see, Astro has cancelled its toll-free number a long time ago and we mere sapiens from other states have to call their call centers in big cities.
The waiver of RM10 that Astro gave me for 'late payment' came to nothing. I wasted my time (luckily it was on speakerphone), money and energy! I emailed them again that I would like to claim from them my phone bill for the call but until to-date, I've not received any response from Astro re. the email, previous emails and also on my complaint.
Posted by: spacerocket![[TypeKey Profile Page]](http://www.jeffooi.com/nav-commenters.gif)
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May 3, 2006 07:43 PM
spacerocket,
It is crucial to know somebody in ASTRO to get prompt service. I know how frustrating it is to get thru to their CS but I always use the magic name when I deal with them. The mention of this particular name (not Butorac or R. Marshall - those names NEVER work anymore!) always sends shudders down their spine, and I get not only prompt service, but service with a smile I cant see but certainly do hear!
Also, some calls are actually recorded for "training purposes" - what training? Training in enhancing problem-solving skills, problem-AVOIDING skills, or lying-to-subscribers skills? ASTRO will need to answer that!
Posted by: pemerhati_msia![[TypeKey Profile Page]](http://www.jeffooi.com/nav-commenters.gif)
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May 4, 2006 12:09 PM