After 1.5months, I am still HAUNTED!

The more I think of this, the more angry I am at the poor service that Streamyx/TMPoint is providing. Especially on one of the extra charges in bill indicating RM66 for lost of phoneset. In the first place, the phone set was not lost. When we move to the new apartment, we actually brought the old phone set with us because knowing them, we know they will charge if we don’t. And when the person came to install the phoneline, he didn’t leave a new set of phone with us. So, why in the world do we need to bring the original phone set and send it to TMPoint to request for a rebate. I mean, if I have an extra phone set, yes, I understand. But there isn’t any extra set.

I am going to record down here what has happened so far so that when I draft the letter, I can put down the sequence and write a clear, short, concise and sweet letter of complaint.

1. 30 Jun 2008, Monday
When to TMPoint Puchong. Completed the phoneline and streamyx relocation form. Was told that the new line and streamyx will be installed at the new location within 7 work days. Provided us with reference number (255 009 310 001)

2. 4 Jul 2008, Friday, approximately 4.30pm
When to TMPoint Puchong to enquire why the delay as no technician called so far to set appointment to install phoneline. (Do not understand why need to install phoneline at new location since there is already a phoneline there. But was informed that the technician need to check and this will cost us RM30).

3. 4 Jul 2008, Friday
Approximately 5.30pm Customer Service at TMPoint Puchong informed us that she has submitted the order to center to request for installation of phone line at new location but as it was already after office hours and they don’t work weekends, the center will only be able to process order on Monday. Technician will then contact us to install the phone line. Not very happy with this news. The customer service made us wait for almost an hour while she was in the back room sorting this thing out but still gave us bad news.

4. 7 Jul 2008, Monday
No calls received from TMPoint or technician. What is the point of asking for my phone number then?

5. 8 Jul 2008, Tuesday
Called the helpdesk to request for updates. Was informed that the order received and helpdesk consultant provided me the technician contact number. Requested that I call the technician directly. Called the technician but was informed that he has not received any instruction. He will check and call me back. Called me back and informed me that the address provided to him by the center does not match the address I informed him. Informed me to call the helpdesk to change the address. Called the helpdesk to request to change address. Spelled out the EXACT correct address to help desk. Helpdesk said it is done.

6. 9 Jul 2008, Wed
Technician called early in the morning and informed me that he has received the new instruction but the address is still wrong, same mistake. Call the help desk again and request change of address. Was informed by helpdesk that they will change the address. Helpdesk consultant informed me that she will call me upon confirmation tomorrow.

7. 10 Jul 2008, Thurs
No calls from anyone. Again, what for waste my saliva and ask me to tell them my phone number??

8. 11 Jul 2008, Friday
Called helpdesk again and request to talk to supervisor and request for name: Fadzi. Informed him of the situation. Helpful and promised to ensure that the correct address provided to technician and installation will be on Monday. Promised to expedite activation of Steamyx after installation instead of the usual 3 days.

9. 14 Jul 2008, Monday
Call from technician early in the morning to install phoneline @ 12 noon. Call helpdesk at 7pm to request activation of line (as required by standard procedure). Informed by helpdesk that they didn’t received order that the line was installed and hence can activate. Requested that I go down to TMPoint Puchong personally to find out more.

10. 15 Jul 2008, Tuesday
Called helpdesk and enquire once again. Was informed this time that they have received the order that line was installed and will activate Streamyx within 3 days. Requested helpdesk to expedite as I have already waited more than 2 weeks.

11. 16 Jul 2008, Wed
Tried to login Streamyx and discovered that phoneline activated. So it actually does not need 3 days to activate the line right?? I don't believe that they are soooo busy that a queue is there to activate the streamyx!

12. 17 Jul 2008, Monday
Went online to pay outstanding amount of RM396.40 via RHB online banking.

13. 2 Aug 2008, Saturday
Received TMNet bill dated 22 Jul 2008 amounting to RM608.50 with RM212.11 being the current caj .

14. 4 Aug 2008, Monday, 10am
Called the helpdesk to enquire and ask for explanation on the outstanding amount. Informed them that I paid via RHB Internet banking RM396.40 and requested them to check. Also requested an explanation for additional RM102.11 especially RM66 payment for lost of equipment (Bayaran Alat Hilang). Was promptly informed that it was because I didn’t return the phone set and would need to do so by going personally to TMPoint to return the phone set and complete a form. Outstanding amount will be adjusted after that. Have not managed to ask on the remaining RM36.11 as helpdesk consultant very impatient to end the conversation.

15. 4 Aug 2008, Monday, 7pm
Upon reaching home, found out from babe that the technician that came to install the phone did not leave behind any extra phone set. Instead, we are using the original phone set from our old place.

16. 5 Aug 2008, Tuesday, approx. 1.30pm
Called 100 to enquire about the outstanding amount and the additional unaccounted charges. Was informed that they have not received any payment from me for the outstanding charges. I informed them again that I have paid via RHB Internet banking for the total amount of RM396.40 on 17 Jul 08 and the transaction number. The person answering the phone informed me that the phone line will be activated within 24hours.

I am surprised because my line was still active. He confirmed again that it was terminated and he will proceed to activate the line. I requested more information on other outstanding amount. He directed me to another section.

17. 5 Aug 2008, Tuesday, approx. 1.45pm
As informed by the other guy, I called and connect to dispute on billing enquiries section. Again, was informed that they have not received any payment for outstanding amount. Again I provided details of the internet banking. And again, I requested for more information on the additional charges, specifically RM26 for monthly phone rental when it should be RM0 since I took the Streamyx combo package which includes the phone rental.

Also enquire on the RM66 which states in the bill as for payment of lost item. Informed the her, Ms Zuraini, that I didn’t receive any new phone set when relocation. She also asked if this Streamyx was registered to two phoneline. I was shocked because the previous line was terminated. I asked what was the other additional charges under kredit dan charge lain lain. She informed me this was pro-rated rental for previous phone line. AGAIN I asked her, shouldn’t this be RM0 since it is included in the streamyx package?

She informed me no, only for the new line. Since the amount was roughly RM10, I decided not to argue further with her. Instead, requested for action that will be taken for the RM26 and RM66. She corrected me and informed me that it should be RM25 only as RM1 is for the itemized billing charge. Frustrated, I decided to let it go especially since I am in the office. So enquire when can the investigation to the dispute for the RM25 + RM66 can be settled. She informed me that the investigation will take 90days, i.e. 3 months! I was so shocked. So I asked why should I be penalized for something that is obviously not caused by me? Do I still need to pay the full RM212.11 in the meantime? She said yes! (Can I start swearing yet?)

This is the service we get from the IDIOT TMNET and STREAMYX????? At this point, I don't even know which party to blame specifically. I only can summarise the root cause as this:
1. The person in charge in TMPoint Puchong FORGOTTEN to submit my request for relocation and hence, after 5 days, there are still no action. If I had not gone to TMPoint Puchong on 5 Jul, my request would still be lost somewhere. Furthermore, key-in the wrong address.

2. The helpdesk consultant (or maybe I add STUPID) DID NOT change the address when I informed them that it is wrong although she said it is changed and even read it back to me. Either she forgot to save or simply couldn't be bothered?

3. The helpdesk consultant is not well informed and does not know what they need to do or else there would not be a hassle such as this.

4. The system or standard operating procedure for phone relocation SUCKS and totally ineffective. The management should look into this and perhaps consider to hire themselves a consultant? A REAL CONSULTANT!

5. Their online payment system MESSED UP~! I paid more than 2 weeks ago and their system still cannot track it! But the moment I informed them my bank transaction number, they can immediately tell me that they will activate my account within 24 hours. So, they have cash received but unaccounted for because their system do not comprehend the purpose!

6. Finally (but not at all last, I am pretty sure), the dispute investigation team, 90days? I guess they have so many complaints on the billing that they are backup cases for 3 months in which case, I would suggest to the management again to rethink, replan and redo their SOP!

ARGH! Going to complaint draft the letter tonight!

TMPoint/ Streamyx CHEATING ME!

I am getting more and more irritated with streamyx and TMPoint! I received the latest Streamyx bill that shows I still owe RM608.50 when I have actually already paid RM396.40 via the internet on 21 July 2008. And if you do the math, if they deduct what they are suppose to deduct from the bill, i.e. RM396.40, the balance is RM212.11 for Jul08! What in the world! That is RM100 more than the package that I subscribed to, ie. RM110 for the ef-fing 1MB package! Yah, I am starting to swear!

I called up 100 number to check and make sure that the bill is accurate. The line went though easy enough but after selecting the language, the computer asked if you want to check for directory press 1, for streamyx or internet press 2 and for celcom-something press 3. I pressed 2 and then absolute silence! Irritated, I called up the call center (03-22971299) and asked. The girl who answered the phone *shake head*! She was not rude but seems to be in a hurry to put down the phone! I have not even finished asking my questions, and she keep on want end the conversation! GEEZ!

And what I found out? That I have to ef-fing go down to the ef-fing TMPoint again! Let me list down what is in the bill for you:

CAJ BULANAN
Butiran Lengkap Panggilan STD - RM1.00
Talian Telefon – 4KM - RM25.00
JUMLAH - RM26.00
Jen: What the ef-fing. The whole idea of getting the RM110 package is so that this month rental charge is INCLUDED in the RM110!!

KREDIT & LAIN-LAIN CAJ
From To Explanation
14 Jul 22 Jul Talian telefon – 4KM RM6.58
15 Jul 22 Jul Talian telefon – 4KM RM5.75
15 Jul 22 Jul Talian telefon -4KM RM5.75-
JUMLAH RM6.58
Jen: What the blardy h3ll is this?????

PENJIMATAN
Nilai Mesra Panggilan Tempatan RM0.96-
Jen: Giving me 96 cents and charging me ef-fing more than RM100????

BUTIRAN PENGGUNAAN
TEMPATAN RM0.96

CUKAI PERKHIDMATAN (5%)
Jumlah caj kena cukai RM32.58
Jumlah Cukai RM1.62
Jen: WHAT??????

Then hor…under TALIAN TETAP
KREDIT & LAIN-LAIN CAJ
From To Explanation
30 Jun BAYARAN ALAT HILANG RM66.00
22Jul 23 Jul BUTIR LENGKAP PANGGILAN STD RM1.00
02 Jul 22 Jul TALIAN TELEFON-4KM RM16.44
02 Jul 22 Jul TALIAN TELEFON-4KM M16.44-
22 Jul 23 Jul TALIAN TELEFON-4KM RM0.82
JUMLAH RM67.82
Jen: This is the thing that got me really mad! When I asked the call center what this is since I obviously didn’t lost anything! She told I need to bring the phone set back to TMPoint, fill in a form and adjustment would be made in the next bill! What the EF-FING!!! I asked, how come the person that came to install our phone never told us and if I am not mistaken, he did not leave us another phone set! The girl response, oh, the TMPoint would have told you when you terminate or request for phone line transfer! I really really wish I am the swearing type because I am really mad. Not only was I not informed when I submit my transfer request, I think this is a super duper STUPID thing! Why in the world do I need to go to the stupid TMPoint AGAIN! Shouldn’t there be a system that when the person install the phone, he can actually select whether we use a new phone set or not? And what in the world are the rest of the charges for?????

Then on the next page
CUKAI PERKHIDMATAN (5%)
Jumlah caj kena cukai RM1.82
Jumlah Cukai RM0.09
Jen: Minimal amount but DOUBLE CHARGE??? What in the world is going on?

The under CAJ PERKHIDMATAN INTERNET
Finally is see: Yuran Langganan Streamyx RM110.00

So, I am planning to down to TMPoint at Kepong with the bill and the stupid phone set and make the loudest scene there! I do not care if it comes out in the newspaper. I initially do not plan to write-in officially to complaint because the person at supervisor/manager at the Call Center handled my case promptly and much more efficient than the STUPID TMPoint, I was actually calming down and decided to let it be! But now, the first thing that I will do tonight after dinner is draft the letter, make sure I have all the copies ready and bring that draft to the TMPoint when I am there this weekend. GGRRR!!!!!!

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!!!

The Unreliability of TMPoint

It is 7.54am and I am in the office. Nope, there is no weekly conference call meeting, it was canceled since we had our big quarterly meeting last week. So, what am I doing at the office so early in the morning? Well, because it was raining. Yup, raining and that is why I am at the office before 7.30am in the morning. What does rain has to do with anything you ask? Well, you see, when it rains, babe can't ride his motorbike to work especially when it rains super heavy like this morning. So, instead, he had to take my car. And since I had no idea what the taxi number is, he sent me to work first before he goes to work all the way at Klang!

I don't mind actually because he drives me all the way up to the doorstep of the office building. So, that saves me the 10minutes walk (although I definitely need the exercise! Gosh, maybe I should go swimming later). And also, I get to go online and blog without feeling guilty since it is not officially office hours yet. We were actually planning for me to take the cab and babe the car if it rains. But since we not yet look for the number to call. So, today mission would be to get a taxi number so that I can call them to pick me up if it rains. hehehe!

As mentioned, I can't blog from home yet since the internet not connected. Speaking of this, it just got me really mad! Actually, I went to the TMPoint just before I goes off for my trip last Monday. The lady at the service counter where I submitted my form promised me that it will take only one week to get connected again. After coming back on Friday, babe mentioned that no technician call him yet to get the line installed. So, off we went to TMPoint personally to ask since babe said that it is pointless to call the helpline.

When we got there, there are at least 8 people in queue in front of us and it took about half hour before it was our turn. I got babe to ask the lady at the counter all the questions since I think he look more fierce than me! (HEHE!). We can see that the lady was really flabbergasted and anxious. She called somewhere once and then suddenly disappeared into the back room, leaving babe and I waiting there for at least 20minutes while she try to get it sorted out.

After 20min, she came out, apologise and informed us that the technician is not reachable at the moment as it was already after 5.30pm. She promised us that she will make sure that the technician contact us first thing on Monday (which was yesterday) to arrange for a time to install the line AFTER office hours. But they didn't call! So, I will be calling the customer service up later to give them a piece of my mind and ask if they will be providing me rebate for the delay! Gosh, and this reminds me to go online and look for the number to call.