December : Start of all my problems
Last December, I moved to my new house so I want to transfer my previous telephone line+streamyx account to my new house. At the same time, because TMNet has a RM5 upgrade promotion, I want to upgrade my 512Mb combo package (RM90) to 1Mb combo package (RM95) which is cheaper than RM110 for new registration.
So, I went to TMPoint to get some advice. When I first came in, I ask a lady at the front counter (where you take ticket no.), and explain my problem. I explain to her that I'm moving to a new house and want to transfer my current streamyx combo account. I also exlpained her about my plan to take the RM5 upgrade promotion. I ask her, want should I do?
After a few minutes of checking my account, she advised me to terminate my previous telephone line and apply for a new line for my new home. But because it is a new housing area without any telephone cable installed, she explain that it will take more than a month to process my application because they need to wait for contractor to install the telephone cable first. She also said that my application will be on hold till they have enough application at my housing area before they can proceed.
So, I said "Ok" because I have no other choice. Then I ask about my streamyx account.
She suggest I downgrade to most basic package, 384kb, RM20 for 10h usage.
I ask her if I still eligible for the RM5 upgrade package, she said "Yes".
Thinking that better I sacrifice RM20/month for another 1 or 2 months than terminate my account and have to pay RM110/month (not include deposit and other processing fees) for another 2 to 3 years, I agreed. So, after I filled all the form and give it to her, I go back and wait.....
February : No telephone line
After 2 months (February), I still don't have internet access and still have to pay RM20/month. So I went back to TMPoint. This time another lady entertained me. Again after checking my account for several minutes, she explain to me that I have to wait till the contractor install the cable. So, I wait again...
April : Start installing cable
2 months later (April), I saw contractor start installing telephone cable. I wait patiently for another two weeks before going back to TMPoint. This time, I was really shocked when the lady told me they don't received any application for my new telephone line and streamyx account transfer. So again, I have to fill all the form. I also ask if I still eligible for the RM5 upgrade promotion, and they said yes.
May : Telephone line, ok. Streamyx, no ok
1 month later, which is at the end of last month (May), a contractor call me to confirm the time and date to install the telephone line in my house. Finally....
The next day after they installed the telephone line and I can receive and call out. I call 100 to ask about my streamyx account. Shockingly, the operator said in their system, I already terminate both my telephone line and streamyx account. WTF. I ask her to confirm if the info is correct or not, and of course she confirm it based on the system. I asked, "Can she do anything so I can activate my screamyx account", she answered that she can only help if there is an application. Because in their system I didn't apply for the streamyx, so she can't help. She advise me to go to the TMPoint again.
June : Start your engine, 4th visit
So, again for the fourth time, I go back to TMPoint. Then another news really make me want to burn the place, I'm not eligible for the RM5 upgrade package because it is only applicable for existing user with at least 1 year of subscription without any upgrade or downgrade during that period. Seriously, I really want to punch the guy face when I heard this. I explained to him all my problem and I said they have the worst customer service ever. They cheat my RM20/month money and expect me to accept it? This is the first time in my life I scold someone at customer service counter. WTF. 3 times I already came to their center but no one explain to me about this although I explained my situation all 3 times. I also shocked that the operator at 100 is wrong because my streamyx account still activate.
The guy also incompetent because every-time I ask an explanation, he will go to the office to discuss with his manager. 4-5 times..... Every-time when he came back, he will said he can't do anything. The 3rd times he came back, he said I have to subscribe for RM60 384kb package for a year before I can get the promotion package. I ask if the promotion still available after another year, he said yes.
Finally after more than an hour, I demand they paid back my money. I don't care what ever reasons, I want my money. After another slip trough his office, he said that they agree to give me the promotion package but for my upgrade from 384kb RM20 to 512kb RM65, not to 1Mb RM95. But first I have to upgrade to 384kb (unlimited) RM60 package before I can upgrade after I get my first bill and if only the promotion still on. :x Because I don't like 'gaduh-gaduh', I agreed.
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Actually, I don't really mind to wait for the contractor to install the telephone cable because I know it is based on demand. But what I really can't 'tahan' is how the TMNet can't really appreciate their loyal customer. I have been using streamyx for more than 6 years since I start working. And because I need to move to a new house, they treat me like a new customer although I still don't terminate the account.
Why a telecommunication company can't process customer request through telephone line or online like any other company? Why we need to go to their customer service center while in this modern time, everything can be done at home by online?
I see that for new customer, they received new wireless modem and telephone for free although I doubt it actually free. What happen to existing customer which already have modem and want to have the same benefit as new customer like combo plan? Previously, they offer different package for with and without modem. But now, like combo package, they don't give a damn thing about customer who don't need the damn extra modem.
Last time, when I change from standard package (without modem) to combo package, I didn't receive any modem. When I asked about this problem, they answered that I need to bring my old modem, they will change with new one which is wireless. They ask me to return back my own modem?
But today, they improved a little bit, existing customer also can get the free modem.
