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7th Rangers: Pathetic and Disappointing Service from TM Point Ipoh and Telekom Malaysia
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Pathetic and Disappointing Service from TM Point Ipoh and Telekom Malaysia
Saturday, October 18, 2014
When my daughter was in secondary school, Telekom Malaysia had a broadband promotion package for students. The speed was 1.0 Mb. The registration was done under my daughter's name, for the promotion they threw in a free modem.  The year was probably 2001 or 2002. Not sure there. Anyway I was paying for that package. My daughter has been working for the past 9 years.

Recently I decided to upgrade my package to the 4.0 Mb package, after being persuaded by TM's Agent 'Gateway' at Station 18 in Pengkalan. I told the agent that my broadband was under my daughter's name. He said that was not a problem, he told me to cancel the subscription. To do so I would have to go to TM Point at Jalan Sultan Idris, Ipoh. He further told me that the line would be cut within 48 hours. Once I cancelled that subscription, it would take only 5 days to reconnect. He also stated that I would get a new and free modem. I told him I had already got one. He insisted that it will be provided. In fact he consulted one of his female boss's on the spot. As for normal, I was a dumfuk who fell for it. This happened on the 27 September 2014.

On the 2nd October 2014 at 9 am, I was one of the first customers at TM Point. I was happily directed towards a customer service counter. I told her that I would like to terminate the current subscription under my daughter's name and upgrade to a new package. She told me that if I terminated the existing package, my phone line would be frozen for 30 days. After which, it cannot be guaranteed that I get back the same line. She further told me to upgrade, there was no necessity to terminate the line. To add to that 'NO NEW AND FREE MODEM' will be provided.  All that was needed was my daughter's IC. She said that there were two ports available. So the issue here is TM's agents gave me a lot of 'bullshit'.

I told her that I did not have my daughter's IC.  I had with me the the fixed line phone bill under my name and the streamyx bill under my daughter's name. Both the bills had the same address. I told her that all this while I was the one paying, so why do you need my daughter's IC. She insisted that it was the rule. I explained to her that it was a TM promotion package for students. She said that it cannot be as they do not have underaged subscribers. I asked her how long she had been working there . She said 7 years, which meant they had completely forgotten about the student promotion package. I asked her to consult her supervisor. She did and came back saying that the supervisor too insisted on the IC. I did not have a copy of my daughter's IC.  I told her I will get the IC and come back tomorrow.

My daughter photographed her IC front and back and 'Whatsapped' the front and back images of the IC. I downloaded and printed the IC. Next morning I went again on the 3rd October 2014. Gave the copy of my daughter's IC, to the same person who attended to me the previous day. She took my IC too, filled out the forms. It was done. She told me that I would receive an sms by next Tuesday as Monday was Hari Raya Haji. She again told me that two ports were available and in the worst case scenario I could get a package for 2.0 Mb. That decision would be made by the technical people from Telekom. I said fine and thanked her. I walked out of TM Point happy and contented. That euphoria lasted for a few short hours.

At around 3.45 pm, Telekom calls me and says, that there are no available ports for upgrading in my area. I was flabbergasted and said customer service at TM Point told me that there were ports available. The person, a woman said TM Point does not know that physically there are no available ports. TM Point can only see availability in their systems, whereas they do not know about availability physically. What gobbledygook is all of that from TM's agents to TM Point and Telekom.The head does not know what the arse is doing. I wasted my time traveling, my fuel especially now that it is up by 20 cents.

The best part was when I asked when will it be available, the woman said when they install new ports or when necessary. Me thinks, there are ports, but are reserved for Telekom's cronies in my area. Another screwed up service from another GLC. I wanted to saturate this post with foul language, I just resisted the urge. Gosh, I am in a good mood, after being given all the run around. Have those mentally challenged people not heard of the word "coordination " ? Which would not have created this shit in the first place.
posted by D.Swami Gwekanandam @ 8:21 PM  
3 Comments:
  • At 2:47 PM, Anonymous Anonymous said…

    Hey bru. Terminate ur TM servicec and go for P1, a new company. No interupptions, great speed at RM149. a month. I am not sure whether they are in Ipoh.

     
  • At 12:30 AM, Anonymous Anonymous said…

    Yes it's true.It's another lousy GLC which cares nothing about their customer.I am also a customer since the dial up internet service ,and later to 1mbps. For the last three years I applied six times to upgrade the streamyx at least 2 to 4 mbps,but i'm always turned away that there is no port available at Fasa 4,Bandar Tasik Kesuma semenyih,Selengor.Even the people there could not say when the port will be available.STILL WAITING,BUT HOW LONG.

     
  • At 6:20 PM, Anonymous Anonymous said…

    I also had a bad experience with this idiots when I changed from Streamyx to Unifi.. The Agent told me the change is straight forward. The disconnection of Streamyx and new Unifi connection will be done together. But this was not the case. I had to travel to TM Point, queue up and apply for cancellation. This happened after one month and I was forced to pay for both Streamyx and Unifi eventhough I didnt use the streamyx. They will never change. So many of this type of cases already happened but they never capture or learn from Customer complaints...

     

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I do not aim to please anyone. This is my blog, there is no blog like this. I am not mainstream. Read my disclaimer before posting comments and threatening me. Not to worry, I will not quiver in my boots. If you are not happy, no problem, just take a hike!!

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