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Tale of a Cendol Seller

June 21st, 2009
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As usual, when I go Banting, will drop by a cendol stall to have a bowl of cendol. Had a bit of time to talk to the owner and was surprised to hear that many of the customers (especially the older ones) ask if its Muslim – owned. She ceased to put a “pottu” on the forehead, worried business would drop. She joked that soon may need to adorn a tudung (head cover) to ensure business continuity. Admittedly, the stall is located in a Muslim majority area, thus she’s totally dependent on them for sales.

I understand, of course, that for the Muslims there’s a need to verify the “halal”ness of the food, so I guess its a valid question. This also made me think. With the population imbalance becoming more obvious, small scale food industry by Indians may see a decline in sales. With a small population, we can’t run a stall or restaurant depending solely on non-Muslim customers. Thus, the need to apply for Halal certificate. Of course, then you will need Muslim workers and so on. But if its a one-man show, like the Cendol seller, what is the options? Does she need to get a Halal certificate for selling cendol? Need to check on this. I don’t think she can afford to hire an employee to maintain the stall. So how? Look for another business? Easier said than done. These people can’t simply relocate to another area to do business. Competition is high, cost is involved.

Then there’s problem of business safety. She’s always worried that sooner or later, her place will be “taken over” by others. She got a proper business license, but still the rule of jungle apply in many places. Even though government changed in Selangor, at ground level, things are based on who you know, who is in power etc. This is the problem faced by the working people who run simple business. Need license. Have license also need to pay extra. Pay also no guarantee business location is permanent.

I hope can give her some advice the next time I drop by. Constructive comments welcomed.

Reply from TM

June 21st, 2009
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About 24 hours after I posted the complaint on TM’s website over their failure to provide service, this is the reply (edited) I got (via email, since I did not leave a mobile number):

from TM Customer Care Support
to
date Sun, Jun 21, 2009 at 5:46 PM
subject COMPLAINT :TM products & services
mailed-by tm.net.myDear Mr. M Poobalan,

Thank you for contacting TM. Firstly, we would like to apologise for the late reply.

Referring to your e-mail dated 20th June 2009 complaint on our service, we regret for the poor service you had experienced through and for the incovenient cause. We assure you that this issue will be highlighted to our management and we will work on improving our service. We acknowledged your complaint and we have taken the initiative to check further regarding this matter.

We assure you that we do care about our customers and we have been implementing various initiatives to improve customers’ experience when dealing with us. As much as we would like to get it right every time, inevitably there will be the odd cases when we have not performed to customers’ expectation.

Concerning to your IDD issue,upon checking in our system we were able to track down the report that you have lodged (report number: <edited>). We have notified our respective Department on your e-mail and latest status for their updates. They are in the midst of investigating and rectifiying the issue.

Please accept our sincere apologies for any inconvenience caused. We wish to assure you that we are constantly improving our services and we thank you for your constructive feedback to improve our level of customer service.  We take this opportunity to assure you that as our customer, your satisfaction with our service has always been our top priority. As our valued customer, the value that we place on your business and satisfaction can never be overemphasized.  We consider it a great privilege to serve your Internet needs and look forward to our next opportunity to serve you again.

For further assistance or feedback, we welcome you to write us again at help@tm.com.my.
Alternatively, you may contact TM at 100 and select 2 for “Internet Services”.

We look forward in serving you better.

Regards,

Razana
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.

www.tm.com.my

(ICOMS#<edited>)

Now, I’m not sure what IDD got to do with “Internet Services”. Looks like an incomplete cut and paste job, probably modified from an existing standard reply template. Can anyone tell me how to fax to an  overseas number?

Shame on you TM

June 20th, 2009
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Let me present the facts:

1. I registered a fixed line last year September.

2. A week ago, I tried making calls overseas – but the ring tone was different. Upon inquiring with TM Customer Service (by dialing 100), I was informed that my fixed line’s IDD service is not activated. I asked the customer care staff on the activation process and she duly informed me that its free and I can apply for activate via phone itself, without making a trip to TM Point. She then, put in a “service”request on my behalf and told me that it will be processed in THREE working days. I made the call on Saturday evening (13th June 2009). She took down my mobile number for reference.

3.Three working days would mean Monday, Tuesday, and Wednesday. Fine with me. I gave them an extra day and tried again to call/fax overseas on Thursday. It was not working.

4. I called back Customer Service on Thursday evening (18th June 2009). The “service request” is still in the “system”. They will act on it, the staff said. The customer care staff took down my mobile number. Fine, I can still bear with that.

5. Its Friday, and I made a call. It seems there’s some problem with the connection or whatever. She asked me to call on Saturday to ensure the activation is done. Again, my mobile number was requested.

6. Saturday morning arrives. I made a call around 10am. The customer care staff checked the “system” and mentioned that a request was put in on the 17th. I clarified with her that I made a call on last Saturday and the request should have been there on the 13th, not 17th. I also mentioned that the staff asked me to call today (Saturday) to check on the activation. To my amusement (or horror), she said the contractors don’t work on weekends, so earliest possible activation would be next Monday. Well, I kind of expected that. She was at loss on why the IDD service is still not activated. Anyway, I told her that customer care already took down my mobile number 3 times and I have not received any call from TM regarding solution of the problem. I also told her to get someone to call me on Monday morning to clarify this.

My question:
1. Who is going to reimburse me for calling TM Customer Service (2 out 4 calls were from mobile phone)?
2. Who is responsible for my inability to make calls/fax overseas – which may impact critical decision making?
3. Who will solve this problem for me?

Such a simple service is not being acted upon. There’s no point in being polite and customer-friendly, when the work is not done. All style, no substance.

Note: I’ve sent this to Star, NST, Malaysiakini, TM Website (Complaints and Feedback).

Are Malaysians into slavery?

June 20th, 2009
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I share Irene Fernandez’s opinion on the survey results showing majority of respondents opposing the mandatory one-off day per week for domestic helpers (aka maids). Star poll showed nearly 76% opposing the idea. In fact, the mandatory day off is already part of our law.

And it seems Fillipino maids get a day off, unlike their counterparts from other countries (due to the church activities?). Isn’t that discrimination? Blame who? The Indonesian government for failing to protect their rakyat?

I saw in TV3 Buletin Utama today – one person saying they also take the maids out for outing during weekends. Really? Tell me, is your idea of weekend outing or holiday same as the maid’s? Go for holiday also, the  maid still works for you – carry bags around, chaperone kids, and so on. Weekend outing also same – you go shopping while maid follows behinds with bags and kids. And, do you bring your maid for Indonesian movie, or is watching movie means the latest Hollywood/Cantonwood/Bollywood blockbuster? Is it really a holiday/outing or forced working day under pretext of a day out?

Look at the work of a maid – basically everything in the house is done by them. Some also bring their maid to parents or siblings house to clean up there as well. Some maid double up as workers in stalls or the family business. So, do these people pay extra to the maids? I hope so. I also see some maids outside the house cleaning window. but from second floor. if fall how? Some even climb out of the apartment window to clean it. If fall – sure die la. who pay for funeral cost? Do they have insurance for occupational hazard?

Another person is “worried” that the maids will mix with bad hats. Hello…first please check where your kids/family members/relatives are going la. Why not lock up your kids at home? Don’t let them go to school or shops in case they mix with bad hats. Most crime conducted by locals (statistics by our good police force) so better protect our family from our own rakyat!. Actually, if you treat your maid (and pay  maybeRM1000 as salary), would she jump ship? Anyway, if you are really worried about others’ safety and actions, extend that to your employees at office, colleagues, neighbours, and regular Joe on the street. Dare or not?

Anyway, no point just blaming employers. The maids are also of inferior quality – lacking training, suspect health conditions. Maids who don’t bathe. Maids who don’t know how to carry a baby. Maids who are lazy. Maids who pretend to be sick. Maids who are carrying infectious disease.

And I wonder why the foreigners still want to work as maids in Malaysia when the pay is better in other countries? is Malaysia a stepping stone for a “better life”? maybe due to “islamic” nature of the population? or is it the “rejects” are the ones being employed here? or maybe its close to their homes (indonesia/phillipines)?

I also think many of the families are not qualified to be maid employers, just like many of the maids are not qualified to be maids. We have guys taking advantage of the maids, maids being abused worse than animals, forcing maids to work for endless hours…all for what? a measly few hundreds and some food on the table?

Anyway, you pay peanuts, you get monkeys – isn’t that the saying? most of the money goes to agents/middleman/govt dep fees/permit etc. you pay someone rm450/500/550 per month to work from sunrise till midnight nearly everyday…susah jugak. What is a fair salary? One way to judge is to put yourself in that place and do the work. Try formulate a calculation of how many hours worked, the difficulty level of the work, and so on. Take into account the benefits – free lodging and food, house environment, no transport costs etc. take into account the minus points – work all day, no rest; no/minimum social life; no freedom.

The maids also opportunists. Their salary is held back for up to 6 months to cover this and that – some of them borrow money at home country to pay for the trip here (in some case, agent pay for it, so they owe the agent company). Once here, they also look for better opportunity la. This is human nature. I guess many other jobs also the same – teaching, nursing, accountant, engineer, doctor, manager, contractor, taxi driver, lawyer… blah blah blah – for many of us, the  rules of the day are:

“cut corners”, “less work more money”, “bottomline counts”, “all for me and nothing for company/employer”, “what i can get out of this”, “laws are meant to be broken”, etc.

So, we end up reading robberies happening with help of maids. We read about maids absconding with cash and jewellery. Maids kidnapping babies.

So, who is the guilty party here? Everyone. Employers for taking for granted their maid as forced workers. Maids for not being truthful/honest in their jobs. Agents for not being honest and professional. Government for not enforcing better law/protection/rules for all parties involved.

I think we should start hiring locals as maids, maybe calling them home assistants or something else. Pay starts from RM1300/month. Working hours is 10 hours a day with one day off per week. 14 days annual leave. For employers – maid must be certified – either a proper skills-based certificate that takes 6 months to complete or some sort of diploma in home management. This should be a long term plan to replace the foreign maids. Secondly, one should properly vet the prospective employers – are they qualified to be employers, how many people staying in the house, any family member having mental illness or police record for violence, etc. Next is agents. The word agent itself evokes negative connotations – bribery, dishonesty, unprofessional etc. How to regulate the maid agencies? One way is to reduce the companies to perhaps about 10-20 only per state. No company can operate in more than one state. Allow employers to bypass the agents and hire own foreign maids if need to. Encourage employement of local workers instead of foreigns – tax relief perhaps?

I first wrote that even 4 year old kids boss their maids around, but my friend chided me. He said, even 2 years old can give order to maids! Do we own the maid like some sort of personal property?

USM absorbs balance students

June 19th, 2009
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After the blunder by USM, the balance students who did not get a place in any other public universities were absorbed by USM. That’s above 150 students.4,574 students who were mistakenly declared as successful in USM application managed to get a place in one of the other 19 public universities (but not sure if their choice of course).

Higher Education Ministry director-general Prof Datuk Dr Radin Umar Radin Sohadi said the 150 did not receive other offers as they did not apply to the ministry’s student admissions department.

“Absorbing the students will not complicate matters as USM-supplied data shows that not all accepted students took up their offers,” he said at the ministry’s press conference concerning the 2009 public university intake.

“However, the absorbed students may not obtain places in their preferred course,” he said.

Well, is something better that nothing?