Hi Syamsul & All TM Staff,
It seems TM implementing a new charges on your customers under the circumstances listed below (provided by your call center representative – 119-Rosni) saying:
- If a tech is onsite and found out the issues are not lies within TM, it’s chargeable to the customers.
- It will reflect in the following bill statement.
- When being asked whether is this a written new policies, no answer was given.
To be honest, i welcome this arrangement provided the mechanism works on TM’s tech support SOP. On the other hand, in my opinion, users should be able to have their rebates/compensation shall TM failed to comply with the QoS. The QoS needs to be re-define shall the mentioned arrangement needs to be implemented.
It is a fair game to charge a user accordingly when TM’s tech is onsite and found out the issues aren’t lies within TM’s service AND TM should provide rebates/compensation procedure for users who experience issues which interrupt their operation/ usage. Without the so called rebate/compensation arrangement, IT IS NOT A FAIR DEAL.
Furthermore, base on my and my customers’ previous experiences, the technician only shows up after the issue has been resolved, most of the time. In this context, since without solid trace of the issues, is TM going to consider it as a false alarm and charge a user again?
TM has never changed, not that i can notice. Every time, you guys implementing something new,
1. From the separated billing of land line and broadband to a combined bill,
2. From a lousy call center performance to machine-like call center representative that following standard troubleshooting procedures without even listening to a user’s issues,
3. From not playing the “payment reminder” on your call center voice server to keep on playing the reminder whenever customer call in and last a while. And etc….
Whatever changes you guys have implemented, why it can’t be the QoS improvement?!
Digi Broadband charge me RM 88 / month with a promise of best effort written on the package as 786kbps max speed and 10GB of data transfer monthly.
The result, i’m getting CONSISTENTLY 1mbps +/- and reaching 25GB and still maintaining the similar speed. This is what i call quality service. Digi over did 30% from what they promised.
Comparing to Streamyx service, you guys hardly reach the 50%. What we get extra from Streamyx are tonnes of excuses and new implementation of everything except solid, visible and sustainable improvement of QoS. Yet, still implementing or taking whatever possible chances to charge your customers?
To MCMC,
Hope you guys are doing good.
I’ve read about the new MCMC’s policies given by a member in the forum. I have a mixed feelings. I’m glad MCMC is taking tighter measures though i think there’re areas can be fine tuned. I didn’t see the windows’s native “trace route” command matter.
As mentioned during our meeting, “trace route” is important tool for user to collect helpful technical information especially during the event of issues. I hope MCMC would consider to instruct “issue-rich” ISP to enable the native windows “trace route”. The trace route will help those users who do not have much IT knowledge to at least troubleshoot their issue (whether or not under a technician guidance) before calling Streamyx call center.
As per the matter mentioned above (on-site charge), I strongly feels that MCMC should look into it.
Thanks for time again.
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Best regards,
Dave
