Telekom Malaysia & the Agony of Waiting
I personally consider myself a hardcore internet user. I use internet more than 10 hours a day via mobile & PC. I’m not that fond of surfing via mobile network such as 3G, so I don’t consider myself as a mobile warrior. Therefor, I like to surf internet using a fixed line connection offered by local ISP here in Malaysia which is Telekom Malaysia (TM). They offered various internet packages but for some restriction, I opt for their Streamyx service. I’ve been a Streamyx subscriber since 2006, back during my day as a post-grad student. I remembered at that time the reason I subscribed to high speed internet was to download various Linux distro & teach myself to learn everything about the open sourced OS. Good old times. Occasionally, I’m facing problem with Streamyx more than I could remember, but being an IT students, most of the time I deal with it by myself.
Fast forward, last year on the end November, I have to move to another house as my current rented house is going to be sold by the owner. So beside looking for a new house, I also arrange for moving my internet & satellite TV services to my new house. On 1st December, I enter my new house & my satellite TV been installed the next day. Sweet :evil: How about my internet? Unfortunately, being told at the ISP center, there’s no available port at the new location & I have to wait for up to three months. Thinking about that, I canceled my current Streamyx subscription & reapply new application because if I don’t terminate the old one, I have to keep paying even though I’m not using it. So I wait. From my past experience with TM, this going to be a long wait.
Fast forward, January, still nothing. So, on 13th January 2012, I submit a report asking about my application & the status of port availability. The next day, I received a reply as below;
It’s just some confirmation email to tell me my report had been forwarded to the respective department. On 19 January 2012, I finally got my phone installed at my new house but no internet yet since the installer for the internet is other contractor. I also took that opportunity to ask my phone installer when can I get the internet. He don’t know but said the port is available since he manage to see it himself while setting up my phone. So not that long for my internet eh. No, wrong. On 30th January 2012, I received an email from TM Customer Care Support at 1157 telling me that my internet application has been processed & the modem installation been scheduled on the same day at 2100. I replied back asking whether I need to make arrangement with the installer or just wait. They didn’t reply, until the next day :twisted:
On this latest reply, TM Customer Care Support told me the installation been rearranged today at 2100. If I wanna change it, I should contact the installer. Since I’m okay with it, I didn’t contact the installer. Again, I wait for nothing. Feel cheated, I send another email on the next day with added sarcasm :mad:
TM Customer Care Support replied back telling me the installation date been postponed to 2nd February 2012. What the fuck?! I didn’t bother to reply that email and went on calling the installer on 2nd Februari to ask whether he’s coming today or not. It’s frustrating when the installer said he can’t come because “it’s too late already” which also can be translated as “I don’t work outside office hour”. Why the hell the TM Customer Care Support set the installation time at 2100!?? :mad: Then, the installer set my latest installation date to 4th February at 1600. Feeling disgruntled and hopeless, I just say yes. On 4th February at 1346, I received an email from TM Customer Care Support telling me the installer couldn’t come on 2nd February. Talk about too late eh. I replied with a little bit of added spice :vangry:
TM Customer Care Support replied my email on the same day but still with no sincerity to solve the issues. The answer is pretty much cannot be accepted & scripted at the same time! So, I get back to them on the next day demanding a clear explanation of the cause of my problem. This time, more spice :vangry:
TM Customer Care Support replied back on 6th February, again with no definitive answer. “..your issues is still in progress”? What the fuck is that? Thank you for being so obvious TM. I replied back by asking the same question.
On the same day, TM Customer Care Support replied stating the reason of all this fuss. Their reasons? The installer tried to contact me & I’m unreachable. What the fuck!?! Can this get any worst already? I received more bullshit by each reply. This really push it over the top. You can guess what my reply next.
Update 7th February 2012 – They post a reply. The usual sorry & shits.
Update 9th February 2012 – Received a call from TM Seremban asking for my availability for installation. I give em’ 1800 today. Let see if they can make it.
Also have this one guy with his UNIFI problem, quite similar to my problem. Check out his experience at Keiths.blog
This is not over yet. Far from it. What to expect from Telekom Malaysia anymore? Their service sucks, the help desk reroute the customer in an infinite maze, the installer keep shitting on scheduled installation & worst of all, I have no other option but rely on their services :down: . Seriously TM, fuck you. Fuck monopoly. Fuck you for treating your customer like shits. This is a very interesting journey. I do hope TM realized all this problem & rectify it. So TM, I end this post with some pointers for you to ponder;
- If you can’t fulfill your promise, don’t give one.
- If for some reason things go against you, quickly give an acceptable explanation pertaining the issues. QUICKLY.
- People have expectations. They don’t like to be kept waiting in the dark.
- Please redo your scripted answer, it’s getting old already.
- Monitor your contractor & installer.
- Not all your customers know nothing about technical stuffs. Most of them know more than they should.
- Don’t be so secretive and don’t be too obvious either.