Subscribe in a reader | Subscribe by Email 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).
It is not new on TM. It has been going for many years. Many complaints. Just because they monopolize, everything is OK so called. Public suffers. Who cares Dear Malaysians, be alerted and look for your consumer rights !!!
When dealing with TM, its faster to drive down to their TMPoint outlet, send in the request and tell them you will wait until it is processed before leaving the counter. Things that usually take 3 business days are sorted out within minutes.
thanks vijay. looks like still have to make that trip.
Agree with you Vijay. But what is the point having TM Online Support. It is actually the same as offline process, except you don’t write in the form. When you call, complaint and take down their reference number. Keep bugging them using the same ref. number. Else you still have to waste time go up and down to solve this matter. Or else report to consumer court or publish in newspapers. Then they (TM) will speed up the matter. This became a culture to solve public problems through news media.