Tuesday, December 13, 2005

Letter of Complaint to TMNet

A friend of mine, Khairi Ismail (a.k.a. K.E.) requested me to publish his complaint letter here. He sent the letter to a national newspaper, but I understand that it's not gonna be published, for some reasons. I do not know much about the Streamyx service since I'm only using dial up myself, but perhaps, we can share such terrible stories of customer service in our beloved country, Malaysia.

Isn't it ironic that Malaysia Airlines use the tagline "The most comfortable place on earth is often not on earth" for their marketing campaign? Arguably the best customer service in Malaysia, is indeed, not on earth. Literally not on Malaysia soil.

Anyways, don't let me start about Astro. I'll write about them some other time. By the way, Astro never bother to reply. Not even a decent explanation or an apology :).

What about the government customer service?



My Share of Horrifying Nightmare of TM Net Streamyx Service in Bukit Jelutong

I regret to write this matter in a national newspaper since TM Net is not helpful and failed to solve my miss-capped bandwidth problem at my home in Bukit Jelutong, Shah Alam. I am one among the unfortunates who have no option to subscribe to a broadband service save only TM Net Streamyx.

Early November this year, TM Net technician installed the so called "1mbps Streamyx service" at my home as registered by me. It took TM Net three months to finalize the service installation, but I was relieved that finally I can browse the internet faster then dial-up and save money with unlimited usage.

The nightmarish experience started when I visited the TM Net Speedometer website to check my connection speed. The result was not up to par with my subscribed service because I was only getting 30% from the subscribed 1mbps service. Thus, I made a call through their helpline and was told by their representative to call the next day to check whether the problem was resolved. The next day, I gave them a call and I was told by their representative that the Streamyx’s technician made faulty installation at their premise where they incidentally cap my connection speed to 512kbps instead of 1mbps. This is what I called as incompetence.

Thus, began my daily crusade against TM Net helpline that dragged me for almost three weeks. This call to TM Net helpline continues everyday which began to irritate me and adding to my house phone bill which is not a toll free number. Eventually, after several reports being made, the issue escalates to a critical point when TM Net helpline supervisor saw this matter personally. They promised me to fix this problem immediately and even told me that a technician would come over, which never had. I even took a day off waiting for the technician. In return, TM Net never did a courtesy call to apologize. Instead, it sounds funnier in TM Net feedback reports that they eventually called me twice as mentioned over a telephone conversation by their representative. There were also times when I requested a supervisor and there was none around. I started to suspect that their supervisors were tired of hearing complains or they were trying to avoid me. Thus, I leave my phone number in hope for them to call me back and they never did! How thick my report should be before actions are taken? Or do you want me to pile it in front of the management door step?

Ironically, contradicting to their sloppiness in handling technical problems, TM Net surprised me when they send their bill early and yet charging me for 1mbps connection which I never had. Logically thinking, why should I pay full for a service that is partially delivered? Instead, they should compensate me for rebates on ripping my wallet for phone calls made to their helpline, for their failure on delivering expected service, for my day off to class and also for my hassle going through this torturing process.

Dear TM Net, I am mortified for being your customer. It is true what others said on the forums on the internet about your service. If you typed TM Net on Google, you would see links to other sites that expressed their dissatisfaction with TM Net Streamyx service; however, links to your site is overshadowed by these immense complaints by your users. Does the management failed to see this? I am puzzled to see with all the corporate re-branding you did but still nothing was done to improve the efficiency of your service. If there were a chance for me to rate your service from scale one to ten, I would gladly put a negative value. You have made me unhappy and this long letter explains well enough the time and effort I have put in to express my contempt.

The moot point is that I urge the government and NGOs to look into this matter seriously as this is an injustice done by a corporate company to deceive customers by delivering end products that is not up to their promises and letting it displayed clearly on their advertisement and yet charging their users on full amount. Why does TM Net does not put the “true speed” of their service after considering the technical aspect of their end products after it is delivered to the end user? As far as my knowledge goes the end user only gets 70% from their subscribed speed. Does TM Net put capital letters ink-blocks in their advertisement stating that end users will only get 70% from their subscribed speed? Instead, they highlighted the so called "1mbps" and "512kbps". Think of the people who have the same problem as me but not an IT literate; how unfortunate they are getting deceived by TM Net. Think about TM Net raking dishonest profits out of their many users.

As for me, what I am asking from TM Net is nothing more then to get the service that I subscribed for and paid for. I am tired of waging phone wars and want to live a peaceful life. I am tired of paying unreliable service that it is not up to its promises. I am tired of paying full on a service that I partially receive. Please stop the red-tapes and lame excuses and get things to work again. To assist you, here is my report numbers (4856537, 4957451, 4817192, 4833854) and please contact me personally at my cell phone listed in those reports.

As I am writing this letter, my internet connection is down for three days and I remember TM Net lame excuse "Speed is based on best effort service" and I thought oh well they are not doing their best today and I have to pay full service.

Khairi Ismail
Bukit Jelutong, Shah Alam

posted by judd. # 12/13/2005 02:36:00 AM

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