Life of A Phone Lover

Streamyx Customer Service

Anybody wanna share their experience with TM Net customer service (1300-88-9515)? I'm not expecting praises because I presume most of the remarks would be negative. Anyway, I'm really dissatisfied with their awfully poor service yesterday night.

I put up a very simple request which is to downgrade my streamyx from 1Mbps to 512Kbps as I'm no longer staying with my family. The very first call I made regarding this request was somewhere around the end of September 2007. The customer service consultant told me that I cannot do this on the phone and advise me to pay a visit to the nearest TM Point (their office) to submit the downgrade form.

Okay fine. So in October I purposely took a day off just to submit the form to TM Point. I was relieved as I thought everything will be finally settled at last BUT guess what happened? The statements I receive the following few months still showed the same amount (RM88) instead of RM66. So what the hell is going on? It has been 3 months already and they haven't done anything? I believe I'm way too kind and patient enough to have waited for 3 whole months.

So last night around 9pm, I finally got annoyed and decided to call their customer service.

M= Me , T=TmNuts

M: Hi, I'll give you my user id, xxxxxxx.
T: Thank you, and how may I help you?
M: I've submitted the downgrade form last 3 months but why is my latest statement still showing the old charge?
T: Okay, please hold on and let me check for you. ~music~ (on hold for 3 minutes)
T: Hello sir, we still have not receive the form that you've submitted to downgrade.

At that instant, I got extremely furious and damn mad.

M: Can you put me through to your team leader or manager?
T: Okay, hold on... ~music~ (again on hold for 3 minutes)
T: My manager's out for dinner.
M: Can you ask your manager to return my call and may I know what's your manager's name?
T: Okay, hold on... ~music~ (WhatTheF***? She don't even know her manager's name?)
T: My manager's name is Melvin.
M: Okay I assume it's a 1 hour meal break right? It's 9.10pm now, so I suppose I would receive a call latest by 10.30pm. Get him to call me once he is back. Thank you.

And so I hung up.

My phone finally rang at about 11:30pm. *murmuring to myself* "Wow he must have enjoyed his late dinner to be gone for bloody 2 long hours."

M: Me , T: The manager (Melvin)

T: Hello, good evening. Can I speak to xxx.
M: Yes, speaking.
T: I'm Melvin calling from TM Net. I understand that you wish to downgrade your streamyx account but unfortunately we did not receive your downgrade form as a proof.
M: Mr Melvin, I went to your office and submitted the form. Now you tell me you have not received it. It's really ridiculous. So what do you want me to do?
T: Very simple Mr XX, you just need to go TM Point again to resubmit the form.
M: What the F*** (yes, I used this word while talking to him)! You want me to go all the way there again?
T: Yes, since we did not receive your form, you'll need to go to our office again.
M: Mr Melvin, let me ask you one question. Why is it that previously when I wanted an upgrade I can do it online but now when I wanted to downgrade you don't allow me to do via online or fax?
T: Ohh, I'm sorry... This is our marketing strategy. (I can't believe he actually gave me this lame justification)
M: One last question, can you do the downgrade now? I mean now!! (I yelled at him)
T: I'm sorry, even if you bring up this issue to a politician, you will still need to fill up the form again. This is our policy and we can't change that!
M: Why the f*** are you bringing up political issue here? I just want the god damn bloody line to be downgraded! What's your full name? I'm gonna bring this to the press.
T: Melvin Joshua as in M E L V I N J O S H U A .

I slammed the phone on him.

-End-

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