The online community knows me. I'm Aizuddin Danian, blogger at http://www.aizuddindanian.com/ and http://www.mycigarblog.org/ and ex-GM of LOTH, and long-time member of LYN. I'm not a TM mole or employed by TM in any way. I've been asked to represent us, and i will try my best to do so in an open and honest manner. Don't shoot the messenger, i only bear the news.
Right, partly because of this http://www.aizuddindanian.com/voi/2010/10/...uring-unif.html but mostly because of this http://unifi.athena.my/, and a couple of scathing emails i sent out to Dato Zam and all his senior staff including his Head of Technology, Marketing, Corporate Comms, i've been invited (together with our very own Rizvanrp) for a dinner with the TM CEO on 11 November 2010. Several members of his senior management committee will be present as well.
They have asked me to compile a list of questions from that we want the TM CEO to answer during the meeting.
I am opening this thread to give everyone a chance to submit their question. If it's suitable (meaning, its a reasonable question, no profanity or abusive tone or language), i will copy it word for word, and present it to him for a response.
The questions can be about anything related to TM, however, i think they are concerned about what we think about Unifi and Streamyx in particular.
TM has indicated to me that they are very serious about improving their broadband services, and this dinner is one of the means in which they are getting the ball rolling. It's not everyday that the TM CEO himself is coming to the ground (or at least as close to it as his schedule allows) to get feedback, so i think we really cannot miss this opportunity to ask the right questions and get the answers that we as the paying customers deserve.
EDIT 11/11/2011
Alright guys, dinner is tonight. Unless someone has something really earth shattering to add to this, i'm going in with the following main issues.
I've chosen these issues because i believe that they will have the maximum impact on the majority of us, and its something that we are all concerned about.
1. Pricing of services, especially when compared to what the rest of the world is paying. Either we should get more, or we should pay less.
2. Bandwidth capping -- there needs to be a more elegant solution to this problem, including allowing us to "burst" our bandwidth through buying more "airtime" (cheaply).
3. Customer service -- frustration with their call center (which is, if i understand correctly, an outsourced vendor, not TM staff).
4. Customer engagement -- one of the reasons why we feel as though TM doesn't care about it's customers is because (a) their call center is pretty poor and (b) we never feel that we are able to talk directly to TM. I sincerely believe that if TM hears our voice (rather than sees just the numbers of our voices in their monthly reporting), they will be more serious and pro-active in solving our problems. This dinner is a perfect example of that belief. I spent several months constructively engaging with TM on several issues, some personal with my own experiences with their service and some on behalf of the community such as the Unifi security flaw -- if they don't care, why bother meeting me?
Alright fellas, thanks again for everything. Wish me luck.
I will post up the full report and all the pics for this meeting after it is concluded. Thanks fellas.
EDIT AFTER THE DINNER
Q_A_Aizuddin__rizvarp_FINAL_11Nov10.pdf ( 133.21k )
Number of downloads: 431
That's the official response to a bulk of the questions we asked.
Obviously, some are sidestepping the issue, and some don't answer the question very well, but it's a start, and at least we have in writing from their senior management a document that we can hold them to in the days to come.
Dato Zam was a very gracious host, he said he could only spend an hour with us, but ended up staying for nearly two because he seemed quite interested in what we had to tell him. I got the impression that he is the captain of a very big boat, and just like all big boats, despite what the captain wants, making the boat change direction takes a huge turning circle. He seems to know which direction to take, its just a question of how long it takes for the rest of his boat to catch up.
TM has a new VP of Group Corporate Comms, and she's a real firecracker with some sweet ideas to be more engaging with us in the future. I look forward to many of her initiatives, such as a Blogger Briefing, and also a TM sponsored Tech Council. I think the days when we could claim that TM kept us at arm's length will soon be a distant memory. This lady is bringing TM right into our face, if she has her way. Watch out for her.
The biggest surprise to me and Riz tonight was on the issue of extension throttling. Their Head of Retail, and their senior tech officer looked us right in the eye and said they knew nothing about it. I sincerely believe they were telling the truth, it did seem quite a shock to them. They have promised to investigate.
This post has been edited by Tentris: Nov 11 2010, 11:57 PM
Dinner with TM CEO, ZAMZAMZAIRANI MOHD ISA, Time for some Q&A