Salam and hello all. As I have mentioned in my previous entry, I will share with you, my story about Telekom Malaysia and Streamyx. This entry is not supposed to be a condemning or a kind of insulting entry, but this entry is more about to share with others and with hope, this incident won’t be repeated again. So, take it positively.
Okay, if you dig into my entries in last 2 months which here and here, you might know what was the problem that I’m facing. Whatever it is, if you don’t know what was happening last time. Here, I’ll story to you one more time, briefly with time chronology. I hope you’ll be clear about what I’m going to tell you next. This entry might be long, so take your time.
[2 Feb 2009] – I’ve registered my application at TM Point together with deposit payment.
[12 Feb 2009] – I got a call from Streamyx’s agent asking me about my Streamyx’s login ID. I said the phone still not yet installed. Then, he said he’ll make sure the connection will be installed as soon as possible.
[12 Feb 2009] – I saw several vehicles of TM Maintenance Contractor doing some cable replacement at my apartment. Their job done on the next day, 13 Feb 2009.
[19 Feb 2009] – My housemate asked for the reason from TM Point why the connection can’t be made after 1 week of cable replacement. The TM staff provided him with TM Contractor’s phone number that in charge with the installation process.
[20 Feb 2009] – I tried to call the TM Contractor using the phone number provided, but he refused to answer my call and several attempts after have ended with failure.
[22 Feb 2009] – I sent 2 support emails to TM Customer Service and Support via their official website with hope they can reply to me back. My previous case about my internet bill has replied by them when I sent them this support email.
[4 March 2009] – I went to TM Point again to ask them for the reason why the connection can’t be made after 1 month of registration date without valid reason. They said I’m not answering the phone call from their technician. Okay, my phone is switched on 24/7. Due to that, they have made another appointment on 5 March 2009 for the installation process.
[5 March 2009] – I have waited for the whole day, the TM Contractor didn’t show up!
[6 March 2009] - I went to TM Point again for an explanation about what has happened yesterday. They said they don’t know why the contractor didn’t show up and the contractor even didn’t call me for any cancellation of the appointment. The TM staff promised to let me know my application status by next week.
[11 March 2009] – I got a call from TM Point. They told me that the connection can’t be made because the cable has been stolen. What the heck? The new replaced cable has been stolen after 3 weeks of replacement? Ridiculous!
That was the last call from TM Point and I didn’t get any calls after that regarding my application until I received an email from one of this blog readers. There’s more inside, so continue your reading.
So, that was what I’m facing last time. If you read up until here, what would you do next? Are you going to wait or cancel your application or do nothing? The thing that I was thinking at that time is, to cancel my application and claim back my deposit money. Yes, I want to cancel my application even though I don’t know if it is possible or not, plus during that time, I’m already considering subscribing P1 Wimax since the nearest dealer of P1 Wimax is just few kilometers away from my area. Moreover, some other bloggers who already subscribed to this Wimax service has given a good feedback about P1 Wimax and this has attracted me to consider P1 Wimax. That was what I’m thinking, but one of my blog readers has approached me personally and offering me assistance to solve this problem. She has emailed and offering me her assistance to solve my application’s problem. She introduced herself as Umi Kalsum Adnan and she is one of Telekom Malaysia’s staff that in charge of business customer. I’m glad because she has approached me personally even the complaint email that I have sent to TM Customer’s Service and Support via their website until now has never replied. What more interesting is, Umi has offered her assistance after she read my entry about this problem in this blog.
At first, I little bit shocked since I never expect one of this blog readers will approach me to offer assistance for me, but anyway I’m happy because there is still somebody who is willing to help. She has emailed me on 30 March 2009, which is about 2 weeks after the last call from TM Point where I have registered my application. I replied to her back few days later since I’m busy with my final exams during that time. So, after everything has settled and my exams already finished, I replied to her email. We did several conversations only via email and on 9 April 2009, she asked me for the details of mine for her to help me out with my problem. I emailed her back my details of mine on the same day.
Amazingly, on the next day (10 April 2009), I have received a phone call from TM (I don’t know from which TM branch) asking me when I will be at home for their technician to come to install the telephone connection. What I was thinking at that time was, now they are able to install the phone connection but why give me such ridiculous reasons last time? The phone cable has been stolen after 3 weeks replaced it with the new one?! What is that? Then, I told them that I’m currently at my hometown and not at home for one week but there’s one of my housemate will be at home. Then, they said it’s okay and they will send their technician to install the phone connection on Monday (12 April 2009). More interesting that was not the only phone call that I’ve received that day, there were 4 calls from TM asking me about the installation matters. Haha, it sounds like I’m a VIP customer now. I don’t know what Umi has done, but I’m glad that they will solve this problem quickly. Besides asking me about the phone installation, they also asked me about my Streamyx application. I’m now amazed on how they take my application seriously. Hohoho.
The next day, I also got several phone calls asking me the same thing again and reminding me that their technician will come on Monday (12 April 2009). One of the phone calls was from the TM Contractor that last time has refused to answer and has ignored my calls. He said he will come on Monday to install the phone connection and asking me when he can come. I told him that my friend will be at home during the time that we have agreed. But unfortunately, the appointment has to be canceled due to some reasons and has postponed to the next day (13 April 2009). The next day, the contractor has come and installed the phone connection. Now, the phone connection has been installed, next is Streamyx connection. Thanks to Umi too because she has updated me about my application status during this period.
The next 2 days (16 April 2009), I got another call and now it was from Streamyx. They asked me about my Streamyx application and ask me either I want to self collect the modem or not. I said yes because this is what I have written in my application. But, another great offer to me from them, they said they will send me the modem to my house for free of charge! If you read Streamyx’s application form, you’ll notice that they usually charge about RM14 for courier service to send the modem to your house, but I got it for free! Well, I don’t know how I suppose to say about this, but it was really satisfy me. I don’t know if all these because of Umi, but I’m really glad with what I got. Or is it I’m lucky? Anyway, to make the story short, the modem has sent by them to my doorstep on the next Monday (20 April 2009). Now, everything has settled and my internet connection now already connected.
I have subscribed for TM In-A-Box Combo 1Mbps and these are the result that I got after I did several speed test evaluation. I know some of you might thinking these speed test results might not so accurate, but whatever it is, we still can put it into consideration. Okay, these are the result.
The result using P1 Wimax Speedometer.
These are the result using SpeedTest.net with different server locations.
From these results, my rough analysis is TM or I can say Streamyx connection right now has problems with the connection to US server and some other part of locations. I also don’t know the reasons, but I’m sure TM should have valid reason why this happened. I tried browsing Facebook and it was quite slow plus the download speed from Rapidshare also slow. If before this, I can get average download speed of 40Kbps from Rapidshare, but now to get 20Kbps was really hard plus the connection was not so stable. But, overall the connection speed was satisfied me so far. This speed also might be because I’m the first Streamyx user in my area. Remember last time I said the TM Maintenance Contractor has come to replace the cable with the new one? That’s means there is no one apply for phone or Streamyx connection in my area before me because if it otherwise, of course the cable has been replaced before I applied for the service. Get it?
Whatever it is, I satisfied with the service so far and I think this entry should close my case. I don’t know how to say this, but I think TM should train their customer service very well and please don’t give such ridiculous reasons to your customers. I know TM have monopolized broadband ISP in Malaysia and I hope with this monopolization, TM also can offer great customer service and support to all their customers. My experience has taught me that some of TM staff sometime give baseless reasons to their customer problem but some of them are doing very well for their job. For example, Umi. Well, I think I will close my case here and I hope those who are waiting for this entry will satisfy with what I have written here. As I said earlier, this entry is just for sharing purpose and I don’t have any intention of insulting of what so ever. I’m just hoping that TM will level up their service quality and of course their customer service support too.
Okay I think I will stop here. If you read until here, thanks and congratulations. I know it is really a long entry and I also rarely read long entry. Before I stop, I want to take this opportunity to give my appreciation and to say thank you to Umi Kalsum Adnan (http://peparidsign.fotopages.com). I’m not sure if this is her blog or not, but I got this link from her email signature. Not to forget to all this blog readers who have given your responses on my entries about this problem before and those who were suggesting me the solution for my problem, thank you very much.
So, I’m glad to say, case closed!
p/s: Moral of the story, if you have problem about something and have a blog, write about it and share it with others. Maybe the solution will come to you, yeah! Hahaha.