Friday, February 25, 2005

TMNet Horror 1.5 - Firstly, we apologise for the late reply.

10 days later...

Felt like longer....


From: TM Net Customer Care Support
To: yoonkit@gmail.com
Date: Feb 25, 2005 8:55 PM
Subject: Re: Outrageous Streamyx bill! RM44 -> RM422 for this month! Outrageous service! rejection after 1 month wait.
Dear Mr Yong,

Thank you for bringing this matter to our attention. Firstly, we apologise for the late reply.

Referring to your rebate request, we regret that we are unable to provide a rebate as the proper function of your ADSL modem is beyond our control. The modem has not been set on an auto-dialing mode. Unfortunately, this reason is not a valid reason for us to grant a rebate as it is the responsibility of customers to assure these actions are done to ensure that the equipment at your premise is in proper working condition.

Please note the calculation:
1. 16/11/04 (211:26:32) - (211 hrs - 60hrs) x 60 + 26mins + 1min = 9087 mins
9087mins x 0.01 = RM 90.87

2. 3/12/04 (185:52:52) - 185hrs x 60mins + 60mins + 1min = 11153 mins
11153mins x 0.01 = RM 111.53

We hope the above explanation is useful.

We hope the above reverts to your query.

Should you require any further assistance, please feel free to contact us at streamyx@tm.net.my or call us at 1 300 88 9515 (From 8:00 am to 12:00 am ~ daily).

Thank you for being our valued customer.

Best Regards,
Aminah
Customer Care Support,CRM
TM Net Sdn. Bhd.


Where in any of my emails did I ask for an explanation of the Calculation of the charges?
I know that if you surf for over 396 hours, you are expected to pay through your nose, especially on a hour limited account. The problem is I did not surf 396 hours, AND I wouldnt do it on an account which has a monthly limit of 60 hours.
My modem hadnt changed over the years, nor has my login and logout proceedures.

We hope the above explanation is useful.

No!

Friday, February 11, 2005

TMNet Horrors 1.4 - its like reasoning with imbeciles

So it took me 1/2 a day to calm myself down and to think up a suitable reply. Hey, if they could take a month and a bit, I might as well take my time right?

Here it is:

From: Yoon Kit Yong
Reply-To: Yoon Kit Yong
To: TM Net Customer Care Support
Date: Feb 11, 2005 3:55 AM
Subject: Re: Outrageous Streamyx bill! RM44 -> RM422 for this month!

Hello Aminah,


Does it always take more than a month for TMNet's
Customer Care to respond to queries?

If so then I suggest taking this issue up to upper management,
because this Service Level is totally unacceptable.

Thank you for suggesting to me to upgrade my package via
a TMNet service centre. However it does NOT address the
main Issue I have regarding your service, and that is
the OUTRAGEOUS bill I have to pay now.

Please read this email properly, and respond appropriately.
I have done more research, and have found that my usage patterns
since April 2004 has been consistently at the 20 - 30 hour levels,
and have NEVER breached the 60 hour usage over the past year +
of usage.

So I dont think I should upgrade to the unlimited package,
as Im not considered a heavy user!

Anyway, the issue here is the overcharging of my usage
due to some system problems you have with your logging of accounts,
keeping logins logged on when obviously its due to a session
which is hanging.

Because of your teams incompetance in
1) checking up on hanging sessions which are obviously non-chargeable
2) totally irresponsible and unacceptable response rates via email
3) lack of customer support and service in terms of solving our problems
4) dismal service,

I demand all the extra charges which your billing system has assigned
to me to be absolved because
1) My usage track record shows that I dont use
more than 60 hours per month
since signing up in 2003
2) This 'problem' only started appearing in November,
my login and
logout behaviour never changed before,
thus it must be a change in
your system
3) calling in to check on these hanging sessions was totally
non-obvious, and I had to find out the problems myself

I will continue to pay the RM44 monthly subscription as per normal,
and I do not have problems with that, but I do have the problem of paying
over RM600 on charges which should NOT have been billed to my account.

If you do not have the authority to meet my request, please
CC this email to someone who has, and I will explain my case
to them clearly too.

I do not want to wait another month to resolve this issue,
so I am giving your team a deadline: Respond to me by next
week (giving you time over the CNY holidays) on the 18th of February, 3pm,
Or I will have to take this issue to the media, or any other
means of getting my hassles with TMNet heard.

Please get in touch with me to settle this issue.

Yong Yoon Kit
[mobile phone number provided]

BTW, your team has 'apologized for the late reply' which is actually
over 1 month, twice already. That is totally unacceptable.
Who is accountable for the Customer Care department?
I would like to have a word with him/her too. Its Disgusting.

So I was not happy.

Guess how long the next reply took?

Thursday, February 10, 2005

TMNet Horrors 1.3 - Upgrades anyone?

Ah finally a reply, after more than 2 weeks!

And after waiting that long, here is what the friendly customer service personnel had to say about it.


From: TM Net Customer Care Support
To: yoonkit@gmail.com
Date: Feb 10, 2005 7:26 PM
Subject: Fwd: Outrageous Streamyx bill! RM44 -> RM422 for this month!

Dear Mr Yong,


Thank you for bringing this matter to our attention. Firstly, we apologise for the late reply.

We refer to your email. We would like to know if your interested in upgrading streamyx account to the RM66 package. If interested, please walk in to any kedai telekom to do the upgrading.

We hope the above explanation is useful.
Should you require further assistance, please feel free to contact us at 1-300-88-1515 or custcare@tm.net.my.
Thank you for your support.

Regards,
Aminah Beevi Abdul Azeez
Customer Care Support, CRM
TM Net Sdn. Bhd.
Website: http://isp.tm.net.my


Well, the explanation was NOT helpful. I was NOT interestested in upgrading to the RM66 package. I WAS interested in getting rid of the large overcharge!

And this is a stinker of a line:

Firstly, we apologise for the late reply.

You will notice that they will use this time and time again as if by default their policy is to reply late.