I made a report to TM Net and MCMC regarding to slow connection issue in May 18,2009.After several days,I received the reply from MCMC.
Complaint Num : 03XX/XX/XX
Dear Sir/Madam,
Thank you for writing to Malaysian Communications and Multimedia Commission (SKMM). Your complaint has reached Consumer Complaints Bureau of the SKMM.
Please be informed that we are looking into this matter.
Should you have any other enquiry, please do not hesitate to email to us or contact our complaint hotline number at 1800 888 030 (Mon-Fri 8.30am To 5.30pm).
It seems like a common generated email,right?As I had done what I could do,I have to wait them for further investigation.
Three days later,I received the call from TM Net customer service rapid response team to comfort me and told me that they would do the work for me immediately and then called me again on the next day.I was so sad that I never got any call on that day from TM Net.
Well,keeping on waiting is the only option.Until May 26,2009,I felt that I can’t wait anymore.Thus,I wrote another email to MCMC and got the reply as follows:
Complaint Num. : 03XX/XX/XX
Dear Sir/Madam,
We take note on your feedback and will make a follow up with TM on your Streamyx connection problem.
Should you have any other enquiry, please do not hesitate to email to us or contact our complaint hotline number at 1800 888 030 (Mon-Fri 8.30am To 5.30pm).
Just hours later,a technician from TM Net called me that he would come to my house to check the connection.Although I’m not a IT person,I have enough knowledge on this kind of issues.I directly told the technician that it was some fault on TM server(port) there,but the technician insisted on having a site check first.
He did what I had done such as ping time,tracert,speed test etc.After all,he told me that he thought the issue came from there server and he would go there to reset a port to me.
Within one hour of changing to a new port,my issue was resolved and I could get the speed what I suppose to get-2Mbps.
That means if TM,at first,investigated its server there,it wasn’t necessary for me to wait for weeks.
Yesterday I received a call from TM Net customer server rapid response team again.The girl confirmed whether the issue had been resolved and informed me that she would arrange a rebate for me.
Today I just received a confirmation of rebate telling that I could get an amount of RM128 as a rebate for unexpected level of efficiency and it will be automatically reflected in my following TM bill.
The thing is ended here.However,I still wonder when TM Net will provide a more efficient service and a better helpdesk.
