Wednesday, July 9, 2008

TMNet AGAIN (Part II)

I really feel like screaming and shouting at those idiotic streamyx people! As mentioned in my previous post, I am feeling really frustrated with the service that this people provide. Not only are they over-charging us to use the internet just because they monopolizing it, they are expecting us to bow over and let them walk all over us. I went to the TMPoint in Puchong on 30 Jun 2008 to request to transfer my phone line and streamyx account to my new place. It was simple enough and very fast too. The girl at the counter told me that if no issue, I should be able to get my steamyx connection in a week maximum. I was already rather unhappy that I need to wait for one week. On top of that, I still need to pay for the streamyx although I won’t be able to get connected! But then, it is their policy, fine! I accept and hope that by some miracle, it will take less than a week.

On and off, when I was in US, I will ask babe if the technician has called him to arrange for a time to install the phone line at the new place. He said no and even when I came back on the 5 Jul, we still did not get any phone calls. We decided to go to TMPoint again since babe and I was not working that day (Babe MC but can still go check his bike tyre, go TMPoint and go shopping with me!! LOL!). When we got there, we waited for about half hour before we get our turn at the counter. I told babe he should ask since he look more garang (fierce)!

We actually not sure what happened but after we asked, the girl checked something on the monitor and then make a short phone call which no one pick up. And then disappeared into the back room for half an hour! After that, she came back, looking rather flabbergasted and told us that the appointment center has closed for the day (it was after 5.30pm already, we arrived around 4.30pm. So you can imagine how long we waited). Then she proceeded to explain that since it was Friday, they can only send the request on Monday. Again, we were unhappy about this but we did not create a scene. Instead, we told the lady that we will definitely be writing an official complaint about this.

At the time, I was not seriously thinking of doing that. After all, if they can come on Monday, then I might be able to get my internet connected before the end of the week. Then comes Tuesday, I call the helpdesk center (or whatever they call it) to enquire as I did not received any calls from anyone although the lady PROMISED that someone will call me on Monday. The lady at the helpdesk center told me that the technician will call me soon today and gave me his number in case I wanted to contact him. I called the technician (blardy rude by the way), he told me that he can’t do anything because he have not received his work order. He told me to call the helpdesk again. So, I did and this time the helpdesk said I need to call the appointment center to enquire. And so, I call them too. And guess what, they told me that they have not received any posting from the TMPoint in Puchong and advice me to call the helpdesk once again.

At this point, I was already almost screaming and actually told them to stop pushing me around ask me to call another number. I think I must have scared the lady because she immediately said that she will get back to me once she find out and get the necessary people. Finally, she called to say that the technician will come to the apartment on Tuesday morning. Again, I was frustrated and told her we are working and there is no one at home. So, she requested that I call the technician after 6pm to arrange for another time. At 6.30pm, I called the technician and told him have to be after office hours. Wah, that blardy rude guy say “I also want to go back home”.

Again, I was rather angry and rudely ask him what he suggests. I think he must have known I was mad because he agreed to come after 6pm after that. And I thought that is settled and at least I will get my internet before the end of the week after taking into account the 3 days to get it activated. Little did I know, more things could go wrong. This morning, the technician called me very early in the morning and found out that the address is inaccurate. Whoever key-in order must be half asleep or something because he/she missed out the apartment name! So, again, the technician can’t come today. And again, I called the helpdesk center to complaint. And again, I was told they will call me back. That was before lunch and it is already 5.09pm. No phone call so far.

When I was talking to the helpdesk center, I was determined to write an official complaint letter to the TMPoint in Puchong and copy to the consumer right association as well as the TMPoint headoffice. Babe was saying that I should copy to TV3 too but I doubt that will do any good. If I think that it will, I would have done that! That was how mad I felt. To make matter worse, when I asked the helpdesk for the contact number in TMPoint Puchong as I want to talk to the customer service manager and make a complaint but I was told that they are not able to provide the contact number. So I asked him, does that mean that I need to go personally to TMPoint Puchong? And he said yes. So I asked him again, so you mean that I need to go there personally to complaint and make scene?? Are you sure? He laughed rather uncomfortably and I can feel that he wished he had not answered the call! SIGH!

So, here I am, still feeling frustrated. Babe said I should do exactly what the helpdesk guy said, go down personally to make the complaint and create a big scene. But I am reluctant to take time-off to go there. Not nice to always go out during office time to do personal stuff right? I already took 1 hour off the Friday before I go travelling to settle the apartment stuff. So, I guess I will wait till tomorrow and see what happens. If I still cannot get the line installed by tomorrow, I will definitely be doing something! But no matter what happens, I will still be writing that complaint letter and copy to as many people as possible. Hhmpff!!!

28 comments:

Nick Phillips said...

My sympathies Jen. TMNet can drive a person insane. Have you tried Jaring wireless broadband? Or even the Jaring wired broadband? They have better service and their customer service is first class too ...

Dav DiDi said...

Jen, TMNET .. biasalah ... those working there normally are pigs .. lazy bones ...

COpy to TV3 and newspaper too!! It can do something.. I saw Borneo Post always post up rakyat complain on the newspaper...

Jen's Place said...

Hi Nick,
Ordeal is not over yet. Sigh! No calls so far from them or the technician. Gonna call them again after lunch.
Jaring? It is more expensive than TMNet rite? But the way things go, I might just give up and switch to Jaring even if it is more expensive!

Jen's Place said...

Hi Didi,
Dun insult the pigs. Pigs are CUTE ok! :P

Yar, I will definitely copy the newspaper too, The Star! hahahaha

Nick Phillips said...

Yeah, it's a little more expensive than TmNet. I'm paying RM80.00 per month but minus the headache that TMnet gives. And they hardly ever have any problems with their connections.

Jen's Place said...

Hi Nick,
I am starting to regret taking up streamyx but cant cancel yet since there is a 12mths contract. Sigh! I saw the jaring website, 1mbps package for 24mths contract is only RM79 per mth! Sheesh..I am paying RM110 for 1mbps for streamyx now! I feel so cheated...

Anonymous said...

STUPID IDIOTIC PIG IN TMPOINT!

my case was similliar to yours. My streamyx line need to be transfer to my friend's house and i needed to leave to sg to work. It took them a month, and not yet done with the transfer. I seriously so dam farkin pissed of with the customer service in malaysia. Especially those pig.
1mbps charge for rm77, its so damn expensive. I'm using 8mbps in sg with only SGD50. Don't talk about convertion, it was talking about earn money in rm and spend rm77 just for 1mbps. I cannot imagine when the time they have 8mbps.
Main concern is, what the hell wrong with their working attitiude. Everyting was alright when you singed up the contract. Farkin poor with the service after signed up. dam it.

Jen's Place said...

Hi Anonymous,
Too bad you didnt leave a nickname/name for me since we are comrades now! I am still drafting my complaint letter. Going to make it really really 'PRETTY' and send it out. I will post the letter here too and let anyone that wants to, copy and post on their blogs! And, I will also share the jaring packages and let everyone judge for themselves lar. I wont say much...ppl owas say, u tell 2 friends about something good but 10 friends about something irritates u!

Vickki said...

Hey Jen, din expect to see ur feedback so fast. was happy to read ur post at first,and yet getting pissed of the whole damn thing. sighhh...and i found out lots n lots ppl are very frustrated about streamyx. i was trying hard to contact tmpoint at pandan indah, but nobody answered the call at all, and i cant even dial 100 or 1800 in singapore. i still have another 12mths to go for the contract, and it seems like i got to pay it for nothing.sighh..
anyway, i found out this site http://www.vincentchow.net/459/tmnet-user-vs-customer-service
do check out the recorder.
i think jaring should be much better than tm, as it sounds better to me since school time.lol

Jen's Place said...

Hi Vicki (WELCOME! hehe)
Actually you very lucky because I just happen to login my blog or else I might only response tomorrow!

They gave you tmpoint number? They dont even want to give me the direct number to call tmpoint in puchong! They actually prefer I go down there and launch a complain. Silly and Terrible or not? They always say, sorry, cant do anything. Didnt receive instruction from this and that department, etc. Geez...no wonder never efficient!

Alot people din know that Jaring is actually packages are cheaper than Streamyx ler. I feel cheated with my RM110 package for 1mb line...

Vickki said...

Hi Jen,
It was coincidence tat i came across ur blog during my searching in google of tmpoint. After i read it, i felt extremely disappointed on those pig working attitute.

I personally went to request for the transfer, at first was still alright as they promised can be done in a week time. I even pass them my photocopy ic.After a week i left to sg, i was told by my fren tat things still havent been done. Lots of exuses from them,such as line havent been activated this and that. i asked my friend to get the branch number through phone directory. And i called them personally, still gave me lots of excuses and empty promises. This has been one month plus, really wanna burst. I couldnt find anyway can be directly complaint to the manager or something. sighhh....

I didnt mean to be discrimination or racist here, but obviously they have attitute problem. As simple as those bank or goverment people working. Only minority of them are different, but it gave bad enough images to other races or other country citizen. so damn tulan.
Really hate them never look into complaint seriously.

I paid rm77 for 1mb, but now i have to pay it for nothing.

Sorry for the trouble, can u help me to get the 8 digit number from 100? as i couldnt call to 100 or 1800 from sg.If cant, its ok.
tq.

Jen's Place said...

Hi Vickki,
EXACTLY the same thing happen to me. I called a few numbers, talk to the so called TMPoint consultant. In the end, I refuse to talk to them, I say I want to talk to the supervisor directly. Only after that I get results. Next time you call them, ask to talk to supervisor, get the supervisors full name down and proceed with your complaint. Must make sure get the name. Only then they will do something.

I have a few numbers that I call and this number seems to get some results:
+603-2297 1299

Or you can try this number but not much they seem to be able to do:
+603-8062 9752

Oh yah, I also advice you to ask the supervisor for the name of the customer service manager at the TMPoint where you submit your request personally. Tell them you want to write complain letter and will cc to a few relevant parties.

Vickki said...

Hey Jen,
sighh..i replied u last nite, but it doesnt shown it here. so got to re-type :(

Thanks for the number tat u given. is it customer service for streamyx or something? I'll try to call later since i'm workin afternoon shift today.

Everytime think of those pig faces really pissed me off easily...kanasai.

Have they done ur line transfer yet?

Vickki said...

Hey Jen,
I've just called the number tat u given, which is customer service for tmpoint. It sounds to have some result, but i will still wait and see how. According to the lady was saying tat, is their reponsibility to chase each of the branch workin process.

Hopefully i dont have to make complaint otherwise they will be so damn jialat.

Jen's Place said...

Hi Vickki,
Glad to help! Make sure you take down the name of everyone that you talk to especially the supervisor. That way they know you can write in and quote their name directly if they don't do what they suppose to do.

I learned that trick while trying to get my line relocated. In fact, I got my line activated the day after it was installed! So, hehehe..it works! But I will still write letter of complain lar but of course, I will say good words where it merits, eg, the supervisor at the customer service that make sure I got activated fast!

Let me know if you need any more help. My email: jenluzhennie@hotmail.com

Vickki said...

Hey Jen
How r u? thanks for the number tat u given to me. My line has been transfer to my fren's place. I guess tat should be the right number to call or to complaint.
Hope ur line can be transferred successfully too. take care ya.

Jen's Place said...

Hi Vickki,
Glad it work out! Happy to know that I am able to help ^_^

dave tan said...

Hi Jen,

Sorry to hear that u have another bad experience with them. My kind of work, part of it, has been supporting the customers with their complaints to their call center as most of my customers are not "so IT minded".

Just to provide u some quick tips. Do not talk to the rep if u found that they can hardly help u up with ur problems. insist to talk to the supervisor and then get their names. N most of the time, u do really need to consider to put up a scene, may not b a big ones, just enough for u to squzeee em up to do something to fix ur problems will do... if u still can't fix the problems, email me, i'll give u a number that might b a great help.

gotta go to bed now, anyway, got a blog too, blog.davetan.net. i'm hoping to post more tips on tmnet thingy soon, coz i'm kinda tied up also...

anyway, till then, take care... cheeers....

Jen's Place said...

Hi Dave,

Thanks for the tip. Actually, I have learned the same thing you said too. Those so called call consultant that pick up the calls initially are basically robots that does not care about their job or customers. Only when you actually talked to the supervisor, get their name and position, then action are taken. Otherwise, it will just be another call in their day.

My phone line and internet are fixed by the way after I tried the above 'tactic' previously. Now, I am mad about the bill though (read my posting on 4 Aug: TMNet/Streamyx Cheat Me. So, will be going to TMPoint in Kepong and will request to speak to the Customer Service Manager immediately. No point talking to those in the front counter....

Vickki said...

Hey Jen, how's life? still rber me? I was checking on my streamyx bill, and i thought of u, just came in here n say hi.

And also i'm pissed off with my bills too. sighh...hahaha..it seems like, i got a habbit if i have a prob, i will come in here. lol...

Jen's Place said...

Hi Vickki,
Of course I remember you!! Hi!!!!!!

Your tmnet bill also have problem ah? Mine also lor and they tell me need 90days to settle eventhough it is obviously their problem and overcharge me! Sien or not?

Hahaha! Feel free to come here and release stress anytime. Err..just don't hit me ah! I will give you a big pillow to hit! hehe

Vickki said...

wei wei wei..how r u? just came in and disturb u lor...haih..i think streamyx issue nv end ger lahh...
sien...

whenever i free, then i will come in here to say hi..hehe...

Jen's Place said...

Hi Vickki! ^_^
Hi back to u! I owas check the comments in this posting for ur updates!

So far, me no issue with streamyx (touch wood!). They even adjusted the bill so that I only owe them RM110 which I paid already lar :P

Vickki said...

Hi Jen ^_~
i'm here again just to say hi, like i said before when i'm free, i will come in here, and i'm sure i will forget again to check ur reply. Bcz the previous time u took 2days to reply mahhh...so i tot u probably will take few days again, mana tau our last msg, u replied so soon.hehehe

this time i rily haf no issue with tmpoint liao..(touch wood too)..lol..bcz everything is oredi on my fren side, and i dun haf to care about anything oredi..better still, otherwise, i will all the way call back and scold those pigs again..haih..whenever wherever think of them, sure can easily get pissed.

how's life in kl?raya is coming soon, can haf a good holidays huh?

Jen's Place said...

Hi Vickki,
This definitely is turning into one of my most commented post but I am not complaining! hehe..

So far, I have stop having serious problem with streamyx (Touch wood too!!) but seems that my lives are full of up and down. But then again, some1 told me, if life is without challenge, then we will never learn new things!

Anonymous said...

hi,i experienced the same thing recently and planning to launch a complaint,do u know how i can do that?if possible,can u please send me the link to my email address:ashley_scp2000@yahoo.com?thanks a lot!

wendy said...

Hi, Jen. I was disappointed after reading ur blog. I'm thinking to sign up for streamyx and i was given a contact number of TMPoint Sri Petaling. The first time i called and they have fax me the application form. However the second time i called to get further details but no person answer my call even i call few times afterwards. Idid received email after this and asking me to fax over the application form but i feel unsecure of such service. I'm annoy and stop to contact TMPoint Sri Petaling. Then i start searching other TMPoint and read ur blog and comments from others. Does the Jaring better and cheaper than streamyx as currently steamyx cost RM110 for 1mb? Glad to share this information with you all.

Anonymous said...

Jen, mana ada service yg betul2 perfect... chill lar..