Dear Sir/Mdm,

Re: Slow response to rectify problems with phone line and DSL, lack of communication between Main and Sub branches and fraudulent acts (TMNet Streamyx)

I would like to seek the Malaysian Communications and Multimedia
Commission's assistance in dealing with the customer service of TMNet
Streamyx.

The following is a narration of the events and phonecalls I made in
chronological order. It is long, please bear with me.

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The problem started on 29th May 2009. I was unable to connect to
Streamyx as the modem was unable to establish a DSL connection. I
promptly sent an SMS to the local streamyx technician in Tawau, Sabah
(I kept the technician's number as he called me once to verify a
previous fault about a month ago). I recieved no reply as it was about
9pm.

Hence I called the technician the following day and he mentioned he's
on leave and promised to solved the problem on the next working day
(Tuesday 2nd June 2009, 1st June 2009 is a public holiday in Sabah).

On 31st May 2009, the dial tone was lost as well but I did not call
the technician as it was Sunday.

I called again on 2nd June 2009 to the same technician and he
mentioned that he has sent a fellow colleague to attend to the
problem. Thus I asked one of my friend who stayed with me to take half
a day leave to allow the technician to access our phone line. However,
when I call back in the evening, the technician mention there's a
fault with the line and may take one more day. By then I wanted to
make a report to the streamyx call centre, however I had no dial tone
(hence unable to call 100) and no internet access (hence I could
retrieve the alternate number for the call centre).

I called again on 3rd June 2009 to the technician and he refered me to
his colleague whom I then promptly called. He mentioned there is a
problem with the cable and advised me to call 100 (the call centre). I
then enlisted the help of my friend to search for the alternative
number of the call centre online and made a report (Report No.
1-4645588244) through my hand phone that night itself. I was promised
that the problem will be solved in two working days.

On 4th June 2009, I called up the call centre and I was told that work
is still in progress.

I recieved a call on 5th June 2009  during office hours from KL asking
if my problem was resolved. I was at work and was unable to confirm
with the caller the status of my problem. I made a call back to the
call centre that night stating that my problem has yet to be resolved
and request that the problem be solved by the following day as it has
been a week since the problem occurred. I was promised that it will be
solved by the following day.

I called the call centre at 6th June 2009 (Saturday) at about 11am as
I was worried that the technicians only work half day. I was promised
that the problem would be solved by evening. I called the call centre
again at 4pm again because my problem was yet to be solved. To my
horror, the customer service officer mentioned the task of solving the
problem was only just delegated to one of the technicians therefore no
action has been taken yet. My tone turned harsh and the customer
service officer transferred me to another officer, apparently of
higher rank. I was told by this officer that they were shocked as well
that no action was taken so far and will follow up with his
counterparts in Tawau. I asked him to inform me of any updates. I
recieved a call back from the officer about half an hour later stating
that he was unable to contact the Tawau branch as they were engaged,
and he will inform me of any updates should he be able to ge through.
I then waited aptiently till 8pm and I recieved no updates and hence I
called the call centre once again. This time the customer service
officer that the report was only made on 3rd June 2009, and is not due
yet. I then told them the due date given to me was 5th June 2009 when
I first reported the fault on 3rd June 2009 and that no action was
taken even up to date. The officer then replied saying that the
technicians have already went on site to check before today and
restoration is in progress. When asked when is the due date, the
officer mentioned around 8-9 June 2009.

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I would like to highlight several points that I find intolerable.

1) When called, the technicians merely promised to resolved the
situation. But no action is taken. They push the job amongst
themselves and never got to solving the problem. If they are unable to
provide assistance, they should have advised me accordingly.

2) There was no communication between the call centre in KL and the
Tawau branch. I have called the several times and related the urgency
of this matter, but up till the 6th June 2009, no action was taken at
all. When asked to keep me updated, the officer said that he was
unable to contact the Tawau branch.

3) The customer service officer, during my call at around 8pm 6th June
2009 mentioned that action has been taken before that day, while the
officer whom answered my call at 4pm 6th June 2009 clearly stated that
no action was taken. These two statements are contradictory and
clearly somebody was telling a lie, or that the records were added
later on in an attempt to "cover up" the situation. This very act
(either lying or adding records) itself is fraudulent.

As of now, Today, Monday, 8 June 2009, 2.35pm, GMT +8, I have yet to
recieve any calls from TMNet Streamyx after my call on 6th June 2009.

I must commend the customer service officers' patience and courtesy
when dealing with customers. However, I have given up calling them as
they are of no help whatsoever and procrastinate the work time and
again.

Thus I humbly seek your help in resolving this situation and enforcing
at least some manner of quality and efficiency in their reparation
service.

Thanks and Regards,