I have really issues with YES

While I've always found their customer service people to be very professional and well trained it is the product and billing that bothers me most.

1) Recently there were outages on the service, that's fine it happens to all ISPs, but what we saw as customers was a browser saying something like "You're out of Credit, top up now" when all you needed to do was reboot the zoom. This is so misleading and surely could be fixed by proper website coding directing to a message stating the network is down, try rebooting . I wonder how many customers actually did top up unnecessarily?

2) As a Mac user we waited so long for YesLife and then it comes and the only way to get your contact details into it is by opening Yes Mail via a browser, (we are mac user and we use Mac Mail not a browser), export the contacts then import them into YesLife! We need to do this every time we add address to our Yes Mail email account. Hence I never use the mail service.

4) "Not recommended for watching video" This is a direct quote from the YesCare rep when I rang up and complained about how fast my money was going.
Why? because with the slight increase of speed you now get you are, in many cases, defaulting the video site to a higher quality streaming bit rate. i.e. more data then you use to use to watch the same streaming video, but its a better picture quality. Therefore your normal YouTube surfing before on StreamyX is now very expensive! My family is easily going through RM500 a month.

5)Rebates are calculated once a month and if you change to a value pack on the 28th day of the month yet still have credit, like I did, you loose all the rebates you were about to get for that month.
-spend RM 75 (2.5GB) get a RM9 rebate. That's ok
-spend RM90 (3GB) get a RM23 rebate, not bad
-spend 120RM (4GB) get 30% off. sounds ok but the customer rep tells me this is only for data used after you have already used 4GB.

Frankly speaking the nice guys at the YesCare center are just as confused but the rebates as the customer, I'm getting different info each time I call

6) the help line is impossible to get thru. Call them, select your language and then select that you are an existing customer. Call them back and repeat these steps because you don't have a clue what your YES Phone number is and you need this get to the next step. Finally you will spend about 5 minutes going throw a menu and end up at "please leave a message and we will get back to you"! Then if you miss their return call you're screwed as they don't leave a direct line for you to call back and you have to do it all again. There is no way for an existing customer to call up and talk to the reps! But....if you had only just selected that you are a new customer at the beginning of the call you can talk to someone immediately. Go figure?

7) emailing yescare@yes.my, you get a tracker number automatic reply. That's fine, no issue. Then someone emails you with a response and if you reply to that response with any questions the automatic reply happens again with a new tracker number and you basically have screwed there system and they keep sending emails back but this time its from a different rep and its just a complete dogs breakfast, so you call them - see point 6.

8) MB Counting. The bill shock is unbelievable and rather then making you want to use more data you will completely back off using the internet as much as possible. We went from a StreamyX 1MB RM110 a month to now paying over RM500 and with no change to our internet surfing habits. The increase is purely because of video sites and higher quality streaming, of which we have no control to stream at lower rates, particularly if using iphones or ipads. So I change to a value pack of RM150 and within 10 days it is empty.

The end result is now I double think before using their network at home and I watch less video online. This network was meant to free up our surfing but instead we are self imposing caps on our usage.

With last nights announcement of iCloud I'm crapping myself at how much data I will be using. I will be changing my service away from Yes Zoom but I will continue to use the Huddle for back up when I'm in meetings, but only as a back up.

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Added on June 7, 2011, 10:14 pmOh now I understand! This was just a bullshit branding exercise where we all praise the glory of YES4G! Sorry didn't mean to give real feed back from a real user and ruin the whole thing.

9 hours and no reply!wow you must be formulating and a beautifully PR scripted response, cant wait to read it.


This post has been edited by TallJustin: Jun 7 2011, 10:14 PM

I wasn't directing it at you personally I was directing it to YES as I know, well I hope, they would read it. Sorry you personally feel offended but honestly if you are representing YES then we couldn't give two hoots if you are being paid to be on here or not. That is a decision you made and potentially a serious breach of your work contract especially when as a representative of YES, regardless if its during work hours or not, that you publicly say "i can just ignore ur issue if i want". Frankly, you should have just ignore me because you haven't answered any of my questions. What I was hoping from this post was that someone at Yes would take it to the right people and do something about it.

I wouldn't be surprised if you have just triggered a new policy inside Yes on how to use social media after this comment.

I don't know about you but I'm completely incapable of looking at a thumbnail of a video and estimating how much data I'm about to use if I watch it?

The point is your customer rep said "Not recommended for watching video".

I think the only time I mention "bill" is in reference to "bill shock". ie I top up RM500 and with in 30 days I see the "out of credit" message.

I didn't ask to be repeatedly called back. I said its impossible to call in, so if you do miss their call, you're screwed. IE you should be leaving a direct line for call back.

My post was to highlight that with increased speed comes increased data consumption. I admit my later comment added 9 hours after the original post was in appropriate, sorry.


So this means you will ignore all my points and nothing will be reported?

Aside from my rate of going thru the RM that I mention the vast majority of my post is designed to point out little things that Yes could do to improve their service.

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Added on June 8, 2011, 11:24 amYes I totally agree this is no fault of Yes at all. I merely highlight it as it is something that many customers will encounter, especially those that have had poor speeds before this. If I were Yes I would be thinking of how to communicate this and inform them before they use all their cash.

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Added on June 8, 2011, 11:26 amHi Mate,
Yeah don't work for them any more so no point in me "volunteering" for them.


This post has been edited by TallJustin: Jun 8 2011, 11:26 AM