Complaint to TM...again...

HOPE and DISAPPOINTMENT.

First of all, I would like to praise your service because of efficiency. I called last night to complain about my phone line and Internet service kept dropping. This afternoon the technician came. I was so happy because I thought I could use the Internet tonight. However, the problem still persists. My phone line and Internet service still kept dropping. I called in and wanted to inform about my situation. I was disconnected from the line TWICE just after your customer service staff verified my name and mobile number and just wanted to follow up. Then, I had to use my mobile phone to call in for the 3rd time again, had to wait again and listen to "Sorry, currently all our customer service representatives are busy. Please hold. "

Finally, I got to talk to the customer service staff. I was told that Unifi couldn't check on current history log and had to wait a day. I requested the staff to check for yesterday log but she seemed like she didn't know how to do so. She also could not provide any suggestions or solutions. In the end, I got nothing. She only told me that she would write a remark about my situation so that network and technician team could follow up. If the technician wants to come again during weekday, I have to take annual leave again. What if the issue still persists like this time? The technician came and left but the issue was not solved. How many days of Annual Leave do you think I have?!! Please consider my suggestion to have technician to work during weekends or on-call until at least 9 pm on weekdays. It's so inconvenient for customers who need to work at offices. The problems just won't solve. What is the use for your customer service staffs to work 24x7 if they cannot provide solutions on first call? Okay, maybe some of the issues are out of their job scopes but your second level staffs and technicians only work during office hours. How do we as a customer and at the same time also a staff, who needs to work from 9 am - 6 pm, seeks help from your company? I as a customer, needs to accommodate the time of your staffs and pray hard to have my issue solves. How to retain customers if this kind of services are provided? Customer service is very important for a company. I am sure you all are aware of that.

To whoever who read my comments, hope you are the appropriate person to whom I should address this issue to and hope actions will be taken for the sake of customers and company growth.

Thank you.

08/12/2011

(My bad... their technicians also support on Saturday. Not sure about Sunday...)

From 5Mbps for download speed becomes 2++ Mbps...

Once a while if you didn't check your bandwidth, you will see the picture like above.