I received an email from my reader, Soon Heng, and he has something to complain about Streamyx bandwidth problem.
By the way, I didn’t attend the dialogue session at Chatter Cafe during merdeka eve with Michael Lai and team, but Jeff Ooi did. I didn’t because I know it’s wasting time, I attend and it doesn’t mean my co-lo will not have downtime, or my streamyx will runing smoothly 365days a year. Furthermore, during Merkeda eve the road is so jam. Wasting petrol and time is not me.
I think beside Soon Heng, I also have the same problem, I subscribed to the 1MB package, but my highest speed can go up to is about 80++kBps, not more than 1MB. Sometime it’s even slow, yes it’s slow like the TMNet customer service(may be Slow is their Norm of work). Sometime my housemate will get frustrated and call me, and I always told him that it’s TMNet.. Nothing we can do.
Even though you complain to them, they will said, get back to you soon. Soon, their soon is xxx time or xxx date, they are not serious giving you support, because they have xxx thousand subscribers in Malaysia, if you complain or you don’t use it, they will not make any lost. But this is Malaysian culture, never complain, imagine 100000 subscribers who have problem also complain. But if you complain also the same, this is Malaysia, TMNet monopoly, you can give up, unsubscribe streamyx, but then what are you going to subcribe to? The ONLY ONE cheap broadband service in Malaysia is TMNet.
I believe that Soon Heng sent his letter, the situation will be the same. After complain I still using it, it’s silly right? But complain is a make, it’s our right to file a complain, and I also have my right to voice how bad is the services is.
Michael Lai wants to rebrand, but then it’s TM norm, slow. It take time to changes, may be 10 years. or may be not, may be new competitor come in.. competitor? no, it will not happen..
To Whom It May Concern:
Intermittent Service since October 6, 2005
Shortly after October 6, I called up TMNet’s customer service to lodge a complaint about the non-service of Streamyx. I was informed that there was some problem with a node on Jalan Ipoh. I was asked to lodge a report and I did (REPORT No. 451512).
But following the report, nothing much happened. The service came on, went off, came on but at about 28kbps, when the promised speed is 1Mbps. Now it has been off the last couple of weeks. But no word from TMNet.
I called several times and was asked to write in. Customer service said that there was nothing it could do. What’s worse, nothing proactive was undertaken to manage my expectations as a customer. I wasn’t provided with any kind of information how long the problem would persist or what steps TMNet would take in light of the situation.
Of course, the bill came promptly and unashamedly asked for payment notwithstanding the non-service.
I understand that the technology isn’t without its problems. But good customer service requires that the customer be informed and not left hanging indefinitely in the dark, uncertain when the service will be up and running again.
Customers can’t be treated with indifference, not especially when TMNet keeps telling us we’re not just a number. Right now I feel I’m worse than just a number. I’m an insignificant number.
Will someone kindly call to let me know what’s going on and how long this non-service would last?
Lim Soon Heng
CC Mr Michael Lai