I doubt they will entertain this, let alone want to answer, let alone want to be truthful, but at least let them know this is what some people out there may think of them and the job and discervice they are doing to their customers.

Feel free to print this out, make photocopies and hand out to all that attend.


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To the CEO:
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1. Do you really need users to tell you about the problems in TM? Doesn't your management give you an accurate report of what is going on? Do you think your management is doing a good job?

2. Is your management actually doing the right job or are they just sugar coating the real conditions to keep you happy and safeguard their own jobs?

3. Streamyx has been around for almost a decade. Yet the users are complaining about the same issues until now. Can't you see something is not right? If so what has been done all these years? Unifi users are also beginning to complain. Do you see Unifi going down the same road as Streamyx over the next few years?

4. Has your CTO informed you about the actual condition of the TM network, the connection problems the users are facing, the security issues etc etc?

5. Has the Head of Support informed you about the thousands of calls that users make to the HelpLine every month?

6. Why is it that it is practically impossible to get through to any relevant department in Menara TM? Even to the Streamyx Complaints Dept? If you get through, why is it they don't know about problems or outages etc? Don't your departments communicate with each other? Asking for Heads of Departments normally results in the same "they are in a meeting" answer. What are all these meetings about? Or its just the standard response in TM meaning they are not in the office? Then who is overseeing all the personnel in the departments?

7. Have you randomly called up departments to see if the Heads are actually present in the office and working and doing the jobs they are being paid for? If you haven't, shame on you! If you have and have not done anything about it, shame on you!

If I were the CEO, I would be ashamed of how many users think lowly of the QOS provided. I would be disappointed that my management has not done enough as there are still so many user complaints. I would be embarrassed that problems have to be highlighted in forums, blogs and the media. But that is just me, what about you?


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To the CTO:
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1. Have you informed the CEO about how users are not happy with the QOS, connection problems, slow connections, insufficient international bandwidth, the throttling of connections etc?

2. Do you wonder why you pay your technical team to do a proper job with the network and security etc but they fail to do the job correctly? Do you wonder how these so called network and security experts use security methods to make their lives easier rather than to ensure adequate protection for the users?

3. Do you know how competent your network and technical teams are? Have you considered contracting external expertise to do this job properly if your own team is not competent enough to get the job done correctly

4. Do you know how difficult it is for a user to get a complaint looked at by the right person in TM?

5. Do you get direct feedback from the Head of Support regarding problems users are facing with the network and connections? What have you done about it? Why are the same problems still occurring?

6. Do the different technical departments work well together? Why don't you give users access to a technical expert in each of your different teams, such as the Broadband Management Center, Critical Response Team, NOC Team, Sysadmin and Mailadmin Team, Level-2 Expert Team or whatever else departments you have? With detailed explanation from a user, your experts will be able to resolve issues very quickly. Instead of going through Level-1 support who can only take a report and pass it along the chain till it eventually reaches someone who can actually do something about the problems.

7. Did you know that a few years ago when your team implemented port 25 blocking, they didn't even think it through? They just blocked it to prevent home users from spamming, but it also ended up blocking access for individuals and companies connecting to external mailservers. What sort of technical people do you have there? Don't you find it shameful for your experts to make such a basic mistake?

8. Do you know when you throttle connections via file type eg .flv, you are not only blocking sites such as YouTube? There are company websites which may be using such file types for advertising or promotions etc and those are affected too. So you are affecting local businesses too. Does your team even realise this? Do you even realise this? Have you discussed such issues with your team? If you haven't, shame on you! If you have and have not done anything about it, shame on you!

If I were the CTO, I would be ashamed of how many users think lowly of the internet connections and speeds provided. I would be disappointed that my team has not done enough as there are still so many user complaints. I would be embarrassed that an IT student or forum members have to highlight security problems in public. But that is just me, what about you?


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To the Head of Support:
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1. Have you informed the CEO about the thousands of call support gets each month? Have you told the CEO why all these calls are coming in?

2. Do you know how difficult it is for users to deal with Level-1 support as they don't appear to be knowledgeable about things and only follow a scripted response?

3. Even some of your supervisors don't appear to be knowledgeable about the job their are supposed to be doing. What sort of training have they got? What are you doing to ensure that their knowledge level is up to par with user's expectations?

4. Do you know the difference between SMTP and NNTP? Do you know what port 25 is used for? Do you know what a newsgroup is? If you do, can you take some time to train your supervisors and Level-1 support on such things and much more?

5. Do you know that we are unable to use the built-in tracert command in Windows to check on network routing? If you do, can you explain why your Level-1 would ask to do that tracert and take a screenshot full of * * * (timeout) an email it to them?

6. If asked what are acceptable ping times for local sites and overseas sites, what would your response be? Do you consider pings of over 400ms to overseas sites as acceptable?

7. Have you called your own support HelpLine to check on what sort of responses you get to your questions? If you haven't, shame on you! If you have and have not done anything about it, shame on you!

If I were the Head of Support, I would be ashamed of how many users think lowly of the Level-1 support. I would be disappointed that my supervisors has not done enough as there are still so many user complaints. I would be embarrassed that my support personnel don't know fundamental basics of the job they are supposed to be doing. But that is just me, what about you?


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To the CEO, CTO, Head of Support and all top level management:
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The best thing TM seems to have is a human firewall called Level-1 Support Team. This firewall prevents users from getting through to higher up personnel who can actually help the users properly. This firewall frustrates the users, and shields the management from the wrath of the users. But I believe this firewall has also made the higher up personnel complacent in the job they are doing. They are not help directly accountable to the users. Their department heads are probably also not monitoring them closely. Thus there may be less productivity from these personnel due to lack of supervision and accountability.

Here is a challenge to all of you to provide users with direct access to you via phone and email. Are you interested in your users complaints? Are you interested in improving your service? Go on, show us that you are serious. Don't just do damage control when a blogger or a student or a forum member or some other user highlights matters in public.

If you think you are providing a good service, then there should not be much complaints and thus you should not be receving many calls or emails anyway, right? So what have you got to lose? Unless you know deep down inside that you will indeed be drowned with many many complaints as you know that your service is not up to your user's expectations?

So which is it? Ready to take up the challenge?

Sorry I have to say this: I like TM's CEO's name: Zam Zam Alakazam!

Do you have any shame at all?

Dato Zam sure pusing balik

the complaint list will go on and on, i dont think is possible to voice out all the problem in just a dinner time, seriously, bring a laptop, connect to wifi (if cant connect, shot them) then show them this thread on the spot

if possible take a video of the dinner, i doubt thy will allow it.

Err... was that comment directed at me?

---

Added on November 11, 2010, 2:06 amTM is a telco and ISP. They have the ability to setup and host a live online video conference / chat session with a large group of users where questions and answers, feedback and complaints etc etc can be given to top management. No need special dinners or tea parties etc. They can have such an online session maybe even once a month for a couple of hours with different groups of selected users Its a matter of whether they want to or not.

Or do they not have the expertise to do this? Or they lack the bandwidth to do this? Or they are afraid that user's slow connections cannot support this? Or their own throttling methods will not allow this?

Hasn't anyone in TM even thought of such an activity?? That's another suggestion to put to the CEO.


This post has been edited by mylinear: Nov 11 2010, 02:06 AM

Good Luck man kirim salam to Dato Zam and @TMCorp team

This post has been edited by MX510: Nov 11 2010, 09:03 AM

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.

All the best, bro!! For a brighter future in internet services.

of course not. aim at ceo.

yeah he thinks by having a meeting and saying his name all our frustration at our so called "malaysian telco provider" will be solved...

will the future be bright after or before i die ? lol

Well..as other countries are looking forward to 50 or 100mbps, consumer in Malaysia are still crying that the 5mbps Unifi is not available in their place. Can you see how laggy our BB in Malaysia compared to others? If TM is seriously to make the most to keep everyone happy then I believe the price for Unifi should be down.

Japan speeds up to 1 Gbps internet for $63.00

KDDI to launch 1Gbps fiber-optic service in Oct

Saturday 27th September, 05:46 AM JST

TOKYO —

KDDI Corp will launch a fiber-optic communications service with upload and download speeds each of up to one gigabit per second on Oct 1. The new service will target people living in single-family homes and low-rise apartment buildings. The traffic speeds will be the fastest in eastern Japan, up drastically from the current 100 megabits per second.

With the service, KDDI aims to catch up with Nippon Telegraph & Telephone Corp, which has a share of over 70% in the market for fiber-optic broadband services for single-family houses.

KDDI will charge 5,985 yen in basic monthly fees for Internet and telephone services, down 1,155 yen from the current price, if a user subscribes for two consecutive years.

KDDI will start offering its fiber-optic services, which are now available only in six prefectures in the Kanto region and nearby Yamanashi Prefecture, in four cities in the northern prefecture of Hokkaido.

Source

Only four questions?
CEO Zamzam might feel he is not getting his monies worth.
Or is there a volume cap on questions?

Wait!!! We're not getting our monies worth!!!
I guess what goes around comes around.

you got it wrong there sir. =)
most of us asking to increase the cap. above 100gb. not asking to provide some tickets to increase our own bandwith. same like the iptv channels, more channels, pay more. @_@
increase the cap.

I think that's covered in question 1. Either get more or pay less.

Tell Dato Zam thanks for solving all the issues i highlighted to him via email, but too bad it needs to get to his attention to get work done..

but I'm hungry

so many questions! Never mind makan dulu, cakap later... lol

+1

Lol, anyway I don't really know the point of this dinner date thing. I'm just gonna go and see what it's all about (hoping they don't lawyer up on me or something). I suppose Tentris will be handling all your questions but I'll help out with the technical stuff :3