Dear Sir/ Madam,


I am writing to you to voice out my dissatisfaction and to lodge my official complaint to your side.

Recently I have subscribe to UNIFI service under VIP10 package, it took about 3 week for the installation to be carried out which I can totally understand how busy your installer is to fulfill their target and booking.



My installation has been carried out on 5th of September 2010 on Sunday which take about 4-5hours to completion of installation. However upon the installation done the installer notice that my IPTV service is not working, my SNR margin is too low and my upload speed is barely reach 2mbps, after few try they have given up and told me that they will follow up with a report and return the order for further troubleshooting by your side.



However they make a mistake by not complete the installation and left the case hanging like that which in your system reported the installation is still in progress and lead to the problem of what I’m having now.



Just to make thing worse, on last Tuesday 14th of September 2010 on 11.35am the internet connection went down and so do others service, which by then the first phone called have been made to your side, and upon my telephone conversation with one of the technical staff, they inform me that they could not write a report (TT) since the installation have not being completed. They said they will get back to me on this particular issue within 5-10minute, which they do call me and inform me that this thing is out of their hand and have to be handle by sales and account department for further action which is fine by me.



On the 15th of September 2010 again I make a phone called since I did not receive anymore feedback from your technical side. And since 15th of September till today on my 8th day of connection down, I have been putting on hold more then 10 minute on every occasion of call, and also on one occasion I have been calling from 4pm until 5.30pm and no one even bother to answer the call. Not to mention have been lied a few time that they will call me back by some girl in within 5-10minute which never called back and also some guy from account department promise to follow up on the case within 30 minute never returned my phone call. Now you tell me how a sane man would have the patience to live up to that experience and still can calm when calling to your so called technical help line??



I have been repeating the story over and over again like an old broken record for more then 10-15 times, my phone call and my time not to mention my internet connection have been down which already waste a lot of my time. I have gone thru a very bad experienced calling to your technical help line where by not even one person could help to settle my issue and kick me here and there transferring line which still at the end of the day no one even bother.



On Monday 20th of September at 3.30pm, I make a phone call and it was transferred to account department which after a long talk they promised to send out the installer by that day which I specifically mention I will be working until 5pm plus only I would be free. On 4.15pm the installer called me and said he is in front of my house to troubleshoot my connection, I told him to check their wiring and line first since my unit is condo unit and most probably it issue with their main unit or some wiring disconnection. About 5pm I rush back to get home and I message the technician and say I’m on my way to see him, about 10 minute after that he call me and tell me that he already go back home as his working hours finish at 5.30 and he just want to check my thing only. He also told me that the previous installers make some mistake about returning the case and the system could not create TT since the case return. I could not get his name but this is his mobile number: 0199896596 which he reluctant to pick up when I call again after that.



I demand that this case to be settle properly and as soon as possible, please send some technician after my working hours since I would be working for this 2 weeks non stop from morning till 5.30pm as this case should be settle way early since last week when I got my free time. I don’t care if they are from account department, technical department that is your internal problem and as a customer I do not need to know all those. I would not hesitate to forward this mail to the star and the malay mail for their reference and also would not hesitate to make official complaint if this is not settle within 48hours. I believe my terms are good enough providing the extend that I’m going thru now. It is consider a very good gesture from me for not to claim for lost of usage, time wasting, my phone credit and difficultness that I have gone thru. Please do the necessary to resolve this as soon as possible.