Guan Cha Zhe Wang·2025-10-16 10:18Core Points - A situation arose when a customer, Mr. Li, experienced a "protective shutdown" of his mobile phone upon returning from Nepal, leading to significant inconvenience and public outcry [1][5] - China Mobile acknowledged the issue, stating that the customer's number was flagged for risk on September 19, and due to network issues, the shutdown notifications did not reach him [5] Group 1 - The incident involved Mr. Li, who returned from Nepal on October 5 and found his phone service suspended, which left him unable to make necessary calls or use mobile payments [1] - China Mobile formed a special team to investigate the situation and confirmed that the customer's number was deemed risky by their system [5] - The company apologized for the inconvenience caused to Mr. Li, citing issues with cross-province coordination and a lack of proactive service awareness [5] Group 2 - Following the incident, China Mobile has committed to improving its customer service processes, including implementing ten service commitments to enhance responsiveness to customer needs [5] - The company has taken steps to assist Mr. Li in restoring his phone service in compliance with regulations [5]