I’m proud we have this Malaysia Top Brand No.1 Broadband provider in our country, and their service are so good, below are our conversation during these 7 days.

Today is the day no.7 that my house broadband connection down, and guess what?
No one come to fix it within these 7 days…what’s new? (This is not a 1st time anyway…)

They said they will assigned a technician come to check and fix it, but more than 2 days after my 1st complaint and I never receive any call from them, so I called back to check the status…

Friday 24th August, 2nd conversation:

“Choose your language, press 1 bla bla bla, press 2 bla bla bla…” ok, steps i aways used, press 2, then 2, then 3.
Agent A: “Hello, this is XXX, TM Nut customer service, may i help you?”
Henry : “Hi, my name is Henry, I have a report number…635xxxx”
Agent A: “Ok, a moment please” ( Start play some music for me, 2 minutes later)
Agent A: “Hi Mr.Henry, ok, i have refer to your report, you have a problem regarding this frequently disconnection and modem problem….bla bla bla…”
Henry : “Ya, i just want to know how’s the status now, did TM send a technician to check the hub? And how come no one call me to come to my house to check the modem?” (Talk gentlemanly and softly)
Agent A: “Sir, the status showing it still under process, it take 2 working days to proceed” (Ya, it is more than 2 working days already)
Henry : “Ya, but today is more than 2 working days…” (A bit impatient)
Agent A: “I see, ok sir, there might be some technical issue, but can you try to call back by monday if you still not receive any call?”
Henry : “Ok, however, i just want to make sure, is my contact number correct in the report? Can you read that for me?”
Agent A : “Sure, a moment please….ok, your contact number is 016-890-6891, is this correct?”
Henry : “No~ is 016-890-8691, can you correct the number and update for me immediately please?” (I wonder is that a reason why i didn’t receive any call from their technician”
Agent A : “Sure no problem sir, ok, just to verify, is 016-890…..” (Ya ya ya…)
Agent A : “Ok Sir, i have put a remark there and correct the number”
Henry : “Ok, that’s great, really appreciate.”
Agent A : “Ok sir, is there anything i can help for you?” (Ya! A lot honestly!)
Henry : “No, that’s so..”
Agent A : “Ok sir, thanks for calling TM”

By monday, i checked the modem, the data and link light are still blinkig and the PC/LAN light still off….so i called the service center again…

Monday 27th August, 3rd conversation:

Repeat those 3 steps.
Agent B : “Hello, this is xxxxxxx, TM Nut customer service…”
Henry : “Hi, my name is Henry, I have a report number…635xxxx”
Agent B: “Ok, a moment please” (What’s new? Play music again…)
Agent B: “Hi, Mr.Henry right? I have refer to your report, you have a problem regarding this frequently disconnection and modem problem….bla bla bla…”
Henry : “Yes…i want to know, when the technician will come to my house to fix the modem?” (A bit impatient)
Agent B : “Sir, it still under process…”
Henry : “Still under process? How long i have to wait for this? It is more than 4 working days, and i still not receive any call from TM? Your staff said it should be take 2-3 working days to proceed!”
Agent B : “Ok Sir, I checked your report, it say you have a frequently disconnection and modem problem, have you do all the direct connection testing…bla bla bla…”
Henry : “Yes, i have done all those steps, included using different LAN cable, unplug router, direct connect, reset modem…bla bla bla…i just cannot access to my modem setting, and the PC/LAN light still off, DATA and Link lights still blinking!”
Agent B : “Oh..i see, ok, if that’s the case, i will reset your port and can you try again, if problem still the same, can you please call back later?” (Oh~~ not again….)
Henry : “Ok, i will do that, but can you please read for me regarding my contact number in that report?” (I wonder did they update the number or not)
Agent B : “Sure no problem sir, a moment please….ok, the number is 016-890-6891…”(*&!*@!! STILL THE SAME?!?)
Henry : “OH~STILL 6891??! I have requested to correct this number to 016-8908691 last week, not 6891! Can you please correct it for me immediately?” (Really impatient voice)
Agent B : “Ok Sir, once again, the number is…bla bla bla…”
Henry : “Yes, please”
Agent B : “Ok Sir, the number is updated now”
Henry : “Alright, appreciate.”
Agent B : “Ok Mr.Henry, is there anything else i can do for you?”
Henry : “No, that’s so..”
Agent B : “Ok Sir, thanks for calling TM…”

After hang up, i wait for 2 hours, and reset the modem, switch on, the problem still the same, DATA and LINK lights still blinking and PC/LAN light still off. So i called back again.

Monday 27th August, 4th conversation:
Repeat those 3 steps again
Agent C : “Hello, thanks for calling TM, this is xxx, is there anything i can help you?”
Same, i gave a report number, hey put me on hold to check the report, and music again.
Agent C : “Hi Mr.Henry right? I read your report, it is regarding…bla bla bla…”
Same, i told them i have do what they asked me to, and told the the same issue, same result.
Agent C : “I see sir, the report status is showing we have assigned the technician to check the hub and modem, it might take 2-3 working days to proceed…” (This time i really pissed off and shout!)
Henry : “Another 2-3 working days? I already wait more than 4 working days, and no one call me from TM, when this going to be fix? How many days i have to wait?!?” (Very impatient and loud)
Agent C : “Sorry Sir, but it is beyond what we can control, there might be lots of reason out there, and we cannot tell you the actual timeline.” (Shit, now they said cannot tell me the actual timeline, great~)
Henry : “But can you put a remark say that this is high-priority? Because i have wait more than 4 working days, i really need this to be fix asap, otherwise how im going to work from home? This really bring trouble to me, please, can you put a remark for this?”
Agent C : “Ok Sir, i have put that remark for you.”
Henry : “And can you please read the contact number for me? I want to make sure the contact number is correct, as i have requested to update the contact number from my previous called.”
Agent C : “No problem sir, the number is 016-8906891…” ( I felt like want to throw the phone away~!)
Henry : “NO~How many time i’m going to repeat this? How come your staff never update it? It is 016-8908691 not 6891! Can you please please please change it immediately? PLEASE~~~~” (Really wanna cry)

GUESS WHAT? NO ONE GOING TO ANSWER AND I LISTEN THE MUSIC MORE THAN 5 MINUTES!!! AND IT AUTOMATICALLY HANG UP/DISCONNECT!

For sure, I will never give up to call after they hang up, and do the same steps, this time i asked for their reference number and name 1st, and i told them the previous agent hang up my phone like that, i want to make sure this time it won’t happen, and i want to make sure the contact number is updated, and to make sure the remarks they put inside the report are all correct, although they still told me it is under progress, and wait!

I know beside waiting i cannot do anything about this, even i asked them can i bring the modem to the outlet to ask for replacement? One of them said yes, but another say no, who should i listen to then? However, after today if no one call me, tomorrow i will goto TM center and quarrel with them!

Great, “We are improving everyday!” I can see that, can you?

(* I wrote this in english coz i want all of you out there can read this, even you are someone high-profile, last time i wait for more than 3 weeks, then the technician come, and Im paying RM77 per month for such service)