Date of Post : May 27th 2009
Time : 2131
Location : Low Yat Forum, http://forum.lowyat.net/topic/1024067
Hi guys, so sorry for keeping you guys waiting. I’ll give you the summary and i’ll arrange to provide in-depth details of the discussion later as it was a lengthy ones.
To all of your question post around the meeting hour, i’ve categorized it and directed to all TMNET staff.
Well, let’s started with the TMNET’s staff who attended to the discussion.
1. Mr Syamsul himself – post: Manager – Customer Service Dept.
2. Ms Rohana – Assist. General Manager – Customer Service Dept. ( Internet Complaint Management)
3. Ms Esther – Assist. General Manager – TM SME PJ
4. Ms Anom – Assist. Manager – Sales Dept.
Issues discussed as listed earlier:
1. International Slow Browsing & Network infrastructure.
2. Dynamic / Fixed IP Account Issues.
3. Trace Route (blocked).
4. TMNET’s Tech-Support Competency & Effectiveness, including but not limited to call center and field support.
5. Tech Support Facilities, a) Toll free line, b) Support SOP.
6. TMNET’s Best Effort and Fair Usage Policy.
7. Progressive ETR (3 months) or Compensation Matters.
8. Streamyx’s Ads, is it slightly exaggerative?
All issues has been discussed and addressed and TMNET agreed, basically to all the issues above.
From TMNET, actions are already taken are as follows, Item:
#4
#5
Items which out of their decision making capabilities are:
#1 – to be further rectify with the technical dept.
#2 – to be further rectify with the technical dept.
#6 – I bet they’ll start reviewing their policies, and this particular ones will be discussed during my next meeting with MCMC which estimated to be taken place on the second week of June, and most likely will be chaired by MCMC a department director.
#7 – This is the biggest and most complex part which already highlighted to them. TMNET shall revert back to me asap. The whole point is ETR must be provided.
Issue not discussed.
#8 The exact conversation as my memory serve me, i said, “I guess we do not have to discuss the last point and i believe you know what to do with it already right?” Syamsul replied, “Yes”.
On top of that, TMNET agreed to take end 1300 as a support hotline which is chargeable at local call rate ASAP (Please refer to TMNET’s announcement as an accurate guideline of such implementation) and to be replaced with 100 100% as a toll free support line.
The video has been recorded over the whole discussion session. I’ll consider and might post portion of the video on the net. But no promise.
If i were to post the video on the net. The reason will be:
1. To give provide details of discussion in the easiest and fastest way (as it lengthy and i might not be able to type every single word of it here.)
2. Convey the message and to show you all that TMNET is sincere in solving the issues we’re facing. At the same point, if they really put in effort to make things better, i wish to let you guys see it too. At least, i saw their sincerity.
I believe their sincerity because i felt that from all TMNET staff who attended to the meeting and i understand that, they’re still an employee to TMNET with limited power to make things happens at their sole discretion. All final calls are lies within TMNET top management’s hand.
What a mentally tiring day…. Even though results isn’t so clear nor come true yet. I’m excited because i had tried by best on what i had to do… I hope you guys will do the same to help making a stable and reliable broadband service a reality.
Thanks alot for everything guys.
