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Hainan Mobile said customers of the incident to apologize for the inconvenience. Criticism and supervision from the community is the driving force to promote the enterprises to improve service,[link widoczny dla zalogowanych], Hainan Mobile sincerely welcome government departments, industry associations, the media,[link widoczny dla zalogowanych], the majority of customers, such as billing Hainan Mobile customer service work such as inspection,[link widoczny dla zalogowanych], supervision, and Hainan Mobile will seriously listen to the views and suggestions from all sides, and effectively improve our work, to provide customers with satisfactory services.
The investigation, Hainan Mobile on the billing system to transform the process, led to defects in individual programs, in this case, the billing system in dealing with roaming to individual areas (such as Guangxi) the segmentation of individual format,this process may take up to 100 million, then the resulting single-switch , will cause abnormal billing errors.
Hainan Mobile explained that the segmentation is one of the long distance telecom operators in order to meet customer phone calls to keep abreast of changes in the balance of the initiatives put forward,[link widoczny dla zalogowanych], but also a measure of enterprises to strengthen internal control. Currently, according to the different standard switch,[link widoczny dla zalogowanych], cutting the interval from 5 minutes to 30 minutes range. Long, then cut out on a single charge should not affect the accuracy.
Hainan Mobile phone customers Mr. Huang Shengjing, in February 2010 during roaming in Guangxi, more than 5 minutes 7 times call, the call per 5 minutes, then split single, some calls are charged more fees. Early March 2010, Hainan Mobile, after receipt of the customer complaints,[link widoczny dla zalogowanych], the calls received were more than double the return. And in March 17 was the renovation process to ensure billing accuracy. Hainan Mobile is based on the service promised to double the customers billing error returned.