SK Telecom CEO apologized to 5.6 million customers regarding the service failure last week.
Friday, March 21, 2014, SK Telecom promised massive compensation for its service failure on Thursday March 20, 2014. An estimated 5.6 million customers in Seoul and some provincial areas were affected by the technical issues of SK Telecom.
Many of you might have had some problems with your phones last Thursday. This was all due to the technical problems with SK telecom. Subscribers had trouble making calls or using data services for about six hours. SK Telecom held a press event the same day, saying “the number of affected customers is expected to be 5.6 million. We will compensate them monetarily with 10 times the phone charges, more than the six times stated in customer clauses.” As the CEO has made this statement, SK Telecom’s customer clauses writes that if a network failure lasts for over three hours in one day or over six hours in a month and users are not at fault, they can be compensated with six times the phone charges for the duration of the glitch. SK Telecom is being watched by the government to see if they actually go through with what they have stated about compensating their users.
The problem was mainly caused by technical glitches in home location registration systems that would find callers’ locations. When this equipment broke down, it was not able to locate the callers’ base stations. The company posted an apology on their website six hours after the start of the incident. However, the problem lasted until midnight and the company took longer than expected to respond to users. Due the company’s delayed response, the website was filled with user complaints and inquiries.
SK Telecom will announce the process of compensation. The exact date of announcement has not been made. Users will be looking into how SK Telecom will accommodate to the unhappy users.