They claimed to be the number one broadband provider for the nation but they forgot to mention that they also have the worst customer service for a broadband provider.
A super large bandwidth, unlimited downloads, super low latency, aaah that's a dream come true for the internet users in our country. Wait until you bump into a disruption or connection problem, then you'll know what I'm talking about!

Let me share my experience on TM's Unifi customer service.

Day 1
On the evening of August 3rd 2011, suddenly I can't connect to the internet. I waited a few hours cause it might be a busy line. A few hours of waiting didn't solve the problem, so I called the Unifi customer service hotline on the night. It took about 20 minutes to reach them! Previously I looked into my Celcom phone bill and the cost of calling TM's Unifi hotline was about RM3 per 10 minutes. 20 minutes was the time I had to wait and another 10 minutes for the person to do a pre-school interview on me. That's RM9 donation to TM. After I've spoken to the customer service, she said that my case will be escalated to the 2nd level and said that they will call me soon.

Day 2
I just can't stand without an internet connection and on the afternoon I called TM again (another 20 minutes I have to wait for the call ) and asked what is the current status and why did nobody from TM called me? The customer service replied that she will ask the 2nd level to call me immediately. Until the evening, nobody called me. At around 6:30PM, I called the customer service again and for the umpteenth time, around 20 minutes I had to wait, I asked again why the hell did no one from TM called me?! I even asked why the heck every time I call, I have to wait around 20 minutes?! The person answered calmly "We don't have enough staff".

What the fark? The number one broadband provider for the nation but they don't have enough staff? Who the fark runs and manages TM?!
"Miss, if an internet connection is down, is that considered a high priority issue?"
"Yes sir"
"Then, why the heck are you guys farkin slow?!"

Damn I felt guilty for raising my voice to the customer service. She probably knows nothing and I have to admit that it was not her fault. She was just taking calls. OK Mr-temper, next time please control your emotion and just be calm. I was getting fed-up to call them as it will eat my money when waiting for them to answer. Hence, on the night, I went to a cybercafe and e-mailed to them and asked what's the status.

Day 3
Nobody from TM called me. Patience is a virtue bro, just be patient. Hmmppsshh. I went to cybercafe and checked my e-mail but nobody from TM answered my mail. I e-mailed them again and asked for updates.

Day 4
Nobody from TM called me. They replied my mail though and said they are looking into it.

Day 5
I called them on the morning for the umpteenth time and asked the status and as usual 'bla bla bla will call bla bla'. I can't stand anymore and I made a report to SKMM on their website. After I got a report number from SKMM, I forwarded the report to TM.

Day 6
TM called me early in the morning and told me that they will send a technician tomorrow as the case is considered urgent. Wow. You got scolded by SKMM and now you talkin?

Day 7
The technician came and settled the issue. He told me that someone messed with the jumper connection to my apartment at the phone room. Definitely it was someone from TM who messed it up as only TM personnel can enter the room.

6 days of downtime! Well done TM. Now I wanna claim my rebate as it was clearly their fault and their super slow response time.

TM customer service, the number one untrustworthy and the suckest customer service for a broadband provider and also for a Government-Linked-Company.

More details of story on my blog:

http://hazairi-jay.blogspot.com/2011/08/tm...er-support.html

Frankly, I give up trying to call the UniFi centre. Wait for 10 minutes and no response!

Instead, I go to My UniFi portal, and create a service request there. They will call me back within a few hours, or at worst case scenario, a day.

same thing happen to me, the different: i dont manke report to SKMM and i have no connection/slow connection for a month

my wireless suddenly couldn't work last week. So i called up 1300881221, trust me, it is impossible to call through this line. They will just put you on hold forever with those music and stuff!!! I tried calling that number for 3 days and nobody ever picks up the phone. So I went on twitter and tweeted to TMcorps, they replied and they asked me to drop my contact details and they'll look into this matter. So i did, and they did call me a couple of hours later. The girl just asked me to go to my router page to enable remote management bla bla. And the wireless worked..... only 6m around the router. It is impossible to connect when im upstairs.

So, i tweeted them again! They ignored my tweet >:( I tweeted a couple of times, they ignored again. It is not that they weren't online, because they were able to reply other tweets atm

so I finally wrote in in their official site, the 'contact us' section. And this was faster, it took them an hour later to call me back. All you have to do is keep saying 'the problem is still there!@#!', then only they will send their technicians.

And yeah, they made an appoinment with me on Sunday , around 2-3.30pm and I agreed. And guess what, they came at 12-1 and i wasnt home. So they left a note..... but they were kind enough to come again the following day

Last week I lodged a complaint on the tmrnd not being able to port forward to view ip cameras and was told that this modem is so new until the handbook/user guide is not even prepared yet

Today, 11-8-2011 followed with another call to enquire abt the situation,

uni:-Kita sudah tahu masaalah TMRND ini tidak boleh port forward ini dan sedang compile data customer yg complain , dan jika ada apa apa perubanhan kami akan update-kan

me:!@#$%^

uni: Lagi pun sekarang stok kita hanya tmrnd modem aje, stok baru belum sampai

me:!@#$% x 2 Yang stok baru tu d-link 615 ke?

uni: Ya tapi kita tak tahu bila sampai la

Me: ran out of !@#$%^& !!!!!!!Speechless!!!!!

I usually call them at 1300881222 instead of that...usually during office hours around 9-10am they pickup..

calling, put it on loudspeaker, waiting n do other stuff, like posting here rightnow, and reply email. good wat, can multitasking. already 13:24 mnt. maybe need to wait another half hour.

About 20 mins to reach them by phone.

What the heck Unifi? claimed to be the number one broadband provider for the nation but they forgot to mention that they also have the worst customer service for a broadband provider!

guess what TS, I'm in your shoes right now. Fak TM. I hope my phone data doesn't run out. Previously my line was out for a month due to some technical errors on TM s side. Asked for a rebate since February till now nothing.

make a report to SKMM at their website http://www.skmm.gov.my

SKMM will whip their asses to work faster..