中国移动致歉

Core Viewpoint - The article discusses a situation involving a customer, Mr. Li, whose mobile phone service was "protectively suspended" by China Mobile after returning from Nepal, highlighting issues in customer service and communication within the company [3][5]. Group 1: Incident Overview - On October 11, media reported that Mr. Li's phone was "protectively suspended" for 8 days after returning from Nepal, which sparked public interest [3]. - China Mobile formed a special team to investigate the incident after the media coverage [3]. - The suspension was triggered on September 19 due to a system risk assessment, and the customer did not receive prior warning messages due to network issues abroad [3]. Group 2: Customer Experience - Mr. Li faced significant difficulties during his return, including being unable to make calls or access funds, which left him in a desperate situation [5][6]. - The customer service informed Mr. Li that the suspension was a preventive measure against telecom fraud, and he was given three options to restore service, including visiting a local store or verifying online [6]. - Mr. Li expressed frustration over the inability to resolve the issue quickly, especially given the circumstances he was in, and requested temporary data access to manage his immediate needs [6]. Group 3: Company Response - China Mobile acknowledged shortcomings in cross-province coordination and proactive service awareness, which contributed to the inconvenience experienced by Mr. Li [3]. - The company has since assisted Mr. Li in restoring his phone service in compliance with regulations [3].