A letter recently came to my attention, and the writer has informed me that he is “actually at a loss” and “going around by any means possible trying to get TM’s attention to fix this problem.”
In summary: Redzuan has been waiting for a stunning three weeks for a complaint to be resolved. A quote - “Three weeks to rectify an issue with the customer himself chasing for updates and followups daily in the past week is something unheard of in a country that prides itself for having a supposed 1st class infrastructure. ”
Perhaps the TM Net Staff who read this (Yes, we know there at least 3 of you…) could attend to him? You can get his contact from me or refer to the report number. The bold emphasis on the letter is mine and not of the author:
I am writing to express my dissatisfaction on the level of service that is provided by TMNet Streamyx. At the time of writing, it has been three weeks since I first reported a problem with the service (Report #3573714). Two technicians have also since come to my home. One to “take a look” and then another to do some rewiring on the cable from the telephone pole to the home. After which, the service was still no better. The DSL signal LED on the modem still kept on blinking from time to time, hence causing the frequent disconnection.While I do not know the intricate details of DSL service, I myself being an IT professional, have also done various means of troubleshooting (e.g. connecting the phone cable alone direct to the DSL modem, etc.) to assist the technical support officer over the phone to diagnose the issue but sadly, no resolution.
My sore point is this: it has been three weeks since the problem was first reported and there seems to be no real resolution in sight. On top of that, there has not been any proper follow-up from TM’s side on the progress but instead, I have to persistently contact customer service daily in the past week in order to know what is going on, which happens to be “we have our technicians monitoring the connection now”. I think we all know that “monitoring” for days alone does not help in rectifying the problem. Something needs to be done but unfortunately, this has not been my case despite my paying the monthly service fees. What is the point of paying for something when we as customers do not get anything (i.e. level of service or even feedback on the issue reported) in return? Bear in mind that as a “service provider”, you are to provide service to your paying customers. In some places, customers are regarded as kings and not as the source of charity income. Please buck up and have my Streamyx connection fixed.
A Paying Customer.
Mohammad Redzuan
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