Subscribe in a reader | Subscribe by Email After the initial reply from TM (received on Sunday evening), on their failure, I replied to them via email. I also made THREE more calls – on Monday, Tuesday, and today. Monday’s call got a response that my application has been processed and will be activated, but the staff could not guarantee that it will be done on Monday itself. On Tuesday, same thing. Finally, today (24th) I called to inquire and the staff confirmed IDD has been activated. I successfully faxed some documents.
My letters to newspapers: came out in Malaysiakini. Not sure about the other two.
So, after a grand total of 12 days (8 working days), TM managed to activate IDD service. Bravo!
And this company is the one going to provide broadband speed of up tp 2Mbps in rural areas and 10Mbps in prime areas by 201o for a cost of RM 11-15b (If I’m not mistaken). For comparison, both US and Australia are also drawing their respective National Broadband plans with targets of (hold your breath):
Median US broadband speeds are less than 5.0 megabits per second (Mbps)–capable of moving five million bits of data per second–according to the ITIF, far slower than those of Japan (63 Mbps) and South Korea (49 Mbps).
The FCC presently defines broadband as 786 Kbps–too slow for efficient video streaming, for example–and the ITIF and other groups are seeking target speeds of between 10 and 50 Mbps.
Australia earlier this week announced plans to build a $30bn government-controlled national broadband network offering speeds of up to 100 Mbps to 90 percent of homes and businesses and 12 Mbps to the rest. [I suppose 12 Mbps is for the outbacks]
Oh ya, I got another email response two days after replying to their initial email:
Dear Mr. M Poobalan,
Thank you for your reply. Firstly, we would like to apologize for the late response.
Referring to you e-mail dated 21th June 2009, upon verifying in our system, we found that this issue had been addressed by our personnel with the reference number XXXXXXXXXXXXX and it still in progress. Kindly noted, we have notified the respective department on your e-mail and latest status for their updates. They are in the midst of investigating and rectifying the issue. Your patience on this matter is highly appreciated.
We wish to take this opportunity to thank you for your continued patience and understanding, as well as extend our appreciation for your continued support of TM. We wish to assure you that we are constantly improving our service and listening to customer feedback to further improve on the level of our service and customer satisfaction. Should you need to check on your report status, kindly contact our Technical Department at 100 and select “Telephony and Data Services”.
We would like to apologise on the unpleasant experience that you have encountered.
For further assistance or feedback, kindly e-mail us at help@tm.com.my .
Alternatively, you can also contact TM at 100 and select “Telephony and Data Services”.We look forward in serving you better.Regards,
Kairun Azizi Md Noor
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.
Received a call from TM staff (Group Corp Comm) today. The person apologised for the delay and will investigate the cause to ensure it does not recur. I requested that they inform me on the cause of the delay as well.
I also stressed that no one from TM contacted me to inform about any problems with the IDD activation, and each time I had to call TM Customer Care (average duration 4-5 minutes each).
I hope to hear from them again on the cause of this failure.