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
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 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,
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.


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