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| TM Unifi - High Speed Broadband, Lousy Service |
Damn it. I get angry whenever I thought of my recent encounter with TM Unifi Customer Careline. TM Unifi is an Internet service provider in Malaysia and I have been using their service for 2 years now. I am currently studying in Cyberjaya and am renting a room in a house together with a few foreigners - they are all great housemates by the way.
So on Thursday 4/4/2013 my Internet malfunctioned all of the sudden. There was no dial tone on the phone line and the Optical light was red on the modem. It was as if our Internet service has been terminated or suspended. It was weird as we pay our bills on time all these while. So being a busy medical student, I told my Iranian housemate to head to the TM Point the next morning and lodge a report - which he did. I remember I got home the next day in the afternoon during the Friday prayers and he told me about how he was asked to go home by the receptionist at TM Point and call the Customer Careline himself. I find this request rather amusing as my house phone is not functioning. Or maybe that's the way they handle foreigners.
Nevertheless, I told my housemate that I would handle the case from here and proceeded to calling TM Careline from my own cellphone. So a report was made and everything was in place (Report number was 1-429737XXXX). The operator told me that the technicians would pay my house a visit within 24 hours (standard protocol). Please bear in mind that I made this report at 12PM in the afternoon, so a part of me was sincerely hoping that they would handle my case on the very same day itself. But knowing how Malaysians work, I know I really shouldn't put my hopes up. And I was right.
Every weekend, I would go back to my house at KL and that weekend was a special weekend for me as Jay Chou's Opus World Tour 2013 tickets would officially go on sale on Saturday 6/4/2013. I will post my experience on that as soon as I have gotten my Internet back and running. Right now I am merely typing this blogpost from my phone and it is rather inconvenient. So Saturday morning passed in a flash and in the afternoon, TM Operator called me to inform that the Cyberia (the place where I stay at Cyberjaya) Management refused the technician's entry into my housing area as the rules stated that technicians are only allowed on weekdays. I did not know that. So fine! A reappointment was made and I personally told the operator to put my case as the first on the list on Monday. And she happily agreed to do so.
Sunday night came, and I was back at my hostel and with no Internet for me to "kepo" around, I resorted to sleeping early, hoping for a better day tomorrow.
Eventually, Monday 8/4/13 came and I woke up early and got ready for my class at Hospital Putrajaya. I kept my phone close with me all the time just in case I receive a call from the technicians. Entire morning passed and still no calls whatsoever from them.
Feeling worried, I personally dropped by TM Point Cyberjaya in the afternoon during lunchtime to update myself on my case status. I approached this lady on the counter and all she did was to hand me a phone and told me to speak to the Customer Careline myself. (Please note that my Iranian housemate was asked to go home and call the Careline himself last Friday). Okay, fine. So I spoke with this lady on the line and to my utmost horror, she informed me that no appointment was set with regards to my case! I almost lost my temper but this lady was quick to assure me that she would post my case up to "Level 2" as urgent case and that the technicians would handle my case immediately. But it is never easy for me to buy her promises. And since there was nothing much that I could do, I resolved to waiting for the technicians to arrive in the afternoon.
And so I waited and waited until 5PM and still, no calls arrived. This time, temper flaring, I dialed the Customer Careline number from my cellphone again and guess what the operator told me this time? - That my case has been closed! So in order for the technician to see through my problem, he would need to reopen another case report. You can never imagine how I yelled at the operator to the point that he was almost scared to talk to me or say anything worth scolding. Hell, I was so disgusted, utterly DISGUSTED with the lackadaisical attitude that the workers are showing. Useless! So another report case was submitted this time (1-431613XXXX).
Somehow I forced this Operator to tell me what was written in the report in the afternoon by the lady I spoke to earlier. I even got him to tell me her name. Apparently, she did post my case up to "Level 2" and according to him again, the "Level 2" department proceeded to closing my case. So the blaming game begins and nobody wants to take responsibility on the problem. Typical Malaysians attitude again. And worse still, the TM technicians only work up to 5PM and now I have to wait one more day for them to process my report. Great job! Extremely well done!
And as I was typing this, I received a call from TM. This guy called to confirm the appointment with the technicians tomorrow and he sounded surprised as to how cool I was treating him. He can't really blame me for that can he? I pay my bills all the time and I get rewarded with this kind of shitty attitude from their workers. What else can I say? Curse them.
