Hi all. I want to share my story with you. Skynet is really really incompetent!

---the following is the formal complaint I lodged to Communication and Multimedia Consumer Forum of Malaysia (CFM aduan@cfm.org.my), Malaysian Communications and Multimedia Commission (SKMM aduan@skmm.gov.my), and I have cc'd the complaint to FOMCA (nccc@nccc.org.my)----

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Hello.

This is a formal complaint about Skynet's HORRENDOUS, UNACCEPTABLE SERVICE.

I am writing this feedback about the shipment of my parcel (tracking number 238014503650) which was posted out from Skynet's JB branch office on 16/1/2014. From the Track & Trace on their website, I noticed that my parcel reached their Batu Caves (CR1) branch office on 18/1/2014 at 7.25 am. Since that was a public holiday weekend, I gave Skynet the benefit of the doubt that maybe service would be a little bit slow and maybe my parcel would reach me by 20/1/2014 (Monday). I waited and waited and waited. Still no sign of my parcel. I have since called the number to the Batu Caves office a hundred times.

Out of that 100 times, only 2 of my calls were answered.

First was answered by a female staff who said her name was 'Banoo' when I asked her. I called at 3pm Monday 20/1/2014 , and asked whether my parcel could be delivered that day itself. She said it was possible, and took down my name, contact number and parcel tracking number.

Second call (made on the same day at 4.30pm Monday 20/1/2014 to reconfirm Banoo's promise) was answered by a female staff whom I believe was a Malay, and I asked her the same thing - whether it was possible to send my parcel that very same day. She answered, quite rudely, if I may say so, that it was not possible, because it was approaching 5pm and that they lack 'man power'. I told her again about Banoo's promise to me and she said that it was not possible to send my parcel on that day. She also told me that "kalau Puan nak, Puan boleh datang office kita ambil parcel Puan". Before I could ask her her name, she hung up on me!

I am gobsmacked. I paid a hefty sum of money for Skynet to deliver my parcel TO ME, and instead I have to pick it up myself??
I expected my parcel to reach me on that Monday the latest, but until Wednesday 22/1/2014, THERE WAS NO SIGN OF MY PARCEL YET.

The sender of the parcel told me that another parcel was sent to a recipient in Banting, and that parcel reached the recipient on Saturday 18/1/2014, the same day my parcel was supposed to reach me but instead got stuck at Skynet's Batu Caves office.

I have since monitored the status of my parcel on their Track & trace website daily, no changes to the last update of receipt of parcel on 18/1/2014 at Batu Caves office. Suddenly today, there is an update: there is a "Shipment Problem 1 - INFO REQUIRED", logged in today 22/1/2014 at 12.01pm.

If there is a problem/info not adequate about my parcel, why didn't their staff at the Batu Caves office call and ask me about it? I believe the sender wrote down my contact details on the parcel slip when she sent it out to me on THURSDAY 16/1/2014.

The fact that nobody ever picks up the calls that goes through the number 03-6184 1188 of Skynet's Batu Caves office is BEYOND ME. Why have a phone line but not pick up the calls?

This is unacceptable. I am disappointed with Skynet's service, and I will not use them again in the future. I will warn my friends and family, via word of mouth and social media about the non-service they are offering their customers. I am considering writing about this to the newspapers.

This morning (Thursday 23/1/2014) at 10.33am I again checked their website in case there is an update about my parcel. It seems that my parcel is finally "OUT FOR DELIVERY" at 9.33 am from Skynet's Batu Caves office, after 6 LONG TORTUROUS DAYS being held without notifying me of its status.


It is now 4.57pm 23/1/2014 and 6 days after my parcel is supposed to reach me, and my parcel is still nowhere to be seen.


I am greatly unsatisfied with Skynet's courier service. Their tagline should be changed from "Fast-Accurate-Reliable" to "False promise-Abysmal-Rude".