This is related to my previous entry about MAXIS here and UniFi here. Let’s start off with MAXIS first. Since I purchased the modem in December 2009 until today, the connection is very unstable and the speed is terrible. No wonder many people call it Beruk-band instead of Broadband…

So, last week I made another round of complaint to MAXIS as a followup to my previous complaint in December 2009. They told me that they are upgrading the services at my area and it should be completed latest by April 2010. Now, it’s already May 2010 and I have not seen any improvement to the broadband services in my area, Seksyen 9, Shah Alam.

The asked me for some readings and I have sent them the speed test results that I made using Speedtest.net. While this modem has been tested to reach up to 7.2 Mbps in downtown KL, the speed recorded at my area was a lousy 0.12 Mbps for downloading and 0.10 Mbps for uploading.

Isn’t that pathetic or what… Beruk betul… At the same time I tested my old-school Jaring Wireless Broadband connected via the aging Somaport and look at the results below:

It managed to hit 2.09 Mbps and 0.43 Mbps for downloading and uploading respectively. Even the ping speed was much faster. Anyway, I would email MAXIS again since I have not received any response after I sent them my readings. Anyway, I did not really need the MAXIS broadband at home since the Jaring box is connected via a 4-port router. The only time I would need it is when all 4 ports are being used…

Now let’s talk about UniFi. I sent them an email regarding their progress for my area and I got a not so encouraging reply from their customer services. That prompted me to response with this:

Dear UniFi,

It is already over a month and it is rather sad to know that a location smack in the middle of Shah Alam and very close to KL could not enjoy such services despite the big hoo-haa that the government is promoting more usage and exposure of high speed internet services… Is there any plan or it is just simply an area that would not be contributing to the profit of Unifi? Some explanation would be appreciated so that I could share with thousands more people who are waiting for the outcome of my hunting for a faster broadband services in Malaysia.

Then their reply tone changed a bit and asked for my full address to be forwarded to their management… So, it looks like high speed broadband is still to far away from me and I have to stick to my Jaring for many more years… Will be disturbing them again next month!

MAXIS, buck up! UniFi, Speed Up!

People who arrived at this page were looking for:

I noticed that one transaction was missing from my Touch n’ Go eStatement and it was one of the biggest transaction for the month. It was a RM21.00 transaction for a trip from Jabor to Karak… That might affect the 20% rebate amount for the month of February… Banyak tuh!

As usual, I called up the online customer services to give them the benefit of the doubt that this time it would not be another bad experience. I spoke to a person called Ms Tagala… It didn’t take long for me to anticipate another row with the phone service people… duh…

I told her that I needed an assurance that the amount would be reflected accordingly for my rebate and she refused to give me a straight answer by saying that it was a common thing that always happened to their system… What a system that they have… Finally, I agreed to have a fax the missing details to me for my reference if needed. And that’s when the nightmare started…

When I checked the fax machine the next day, there was a cover page saying a total of six pages but the rest of the pages were not there.

So, I called up again and this time a guy called Mr Fibroid answered and he promised to fax me a fresh copy. Again, I checked the fax machine. It was neither a fresh fax copy, since Ms Tagala’s name was on the fax cover and again, only the cover page was there.

I had to give them a call for the third time and Mr Fibroid was there again and asked me to wait at the fax machine. I waited… and waited… and waited… This time, not even the cover page appeared! Bodoh betul!

I then made the fourth call and another lady picked up asking for my card number again… I told her, “You guys are really ridiculous” and I put down the phone.

Then I made the fifth call and this time Ms Tagala picked up and I told her about her fax problem. She did not even apologize and told me that she would fax another copy… Memang la bengong minah ni…. I told her she can fax it to herself since I want my copy emailed to me. She just said ok… It was like talking to a zombie… without the usual zombie gnarling sounds or whatever sounds that zombies make….

A few days later, I got the statement mailed to me but it was the statement for the whole month of January 2010. All I asked for was for a specific day in February 2010. The email did not come with any greetings and signature. There was only, “Upon your request, we herewith enclosed missing transaction for your reference”. That confirmed Ms Tagala was really a zombie. One rude zombie. I wonder how much do they pay zombies compared to normal humans?

So, out of sheer dissatisfaction, I wrote them an email:

Hi there,

I think there is something wrong with your call center staffs, particularly Tagala? I have told her many times that the missing record that I needed is for 26 February 2010! Why are you sending me transactions for January 2010?

Please get you act together and send me the correct transaction records.

Papa Bear

And finally, after sending the email, Touch n’ Go decided that they should get a human to attend to me. I received a call from Ms Aliza and followed by an email and the statement that I needed:

Dear Papa Bear,

Thank you for your email.

First of all, we regret that our service is not up to expectation during your call to our Careline Centre on 04 March 2010. We will ensure that all our staff are continuously trained to assist customers effectively.

We enclose missing transaction no. 62098 and transactions from 25 – 27 February 2010 for your reference.

If you have any further enquiries, please do not hesitate to contact our Touch ‘n Go Careline Centre at 03-7628 5115 (7.30am to 7.30pm : Monday to Sunday), email to careline@touchngo.com.my or logon to our website, at www.touchngo.com.my for more information. We will be glad to assist you.

Yours faithfully,
Aliza
Touch ‘n Go Careline

There you go. Why couldn’t they get it right the first time? Buang masa betui!

Anyway, thanks to Ms Aliza for resolving the matters promptly and watch out for Ms Tagala the zombie of Touch n’ Go!

People who arrived at this page were looking for:

I had another tiff with Maxis a few days ago. This time was about trying to clarify some amounts stated in the monthly statement. I had called the call center and somehow, the first person that I talked too was unable to complete the assistance due to time and the second person, the one that pissed me off, led me to write an official complain to Maxis. As usual, real names are not used here for obvious reasons…

Hi,

With reference to your SMS from Maxis CS on 26/12/2009, I should write directly if I am not getting the required services from your online Customer Services. Here are the problems:

1. The problem on the statement dated 14/2/2010 was logged with Ms Zuzuka on 24/2/2010. However, due to the time taken for her to check on the problem, she had to call me back but unfortunately, I did not have the time to answer her calls.
2. Today, on 1/3/2010, I called back the Broadband Customer Services and this time another person called Ms Tang attended to my problem. The issues are:
   1. Ms Tang refused to pass the call to Ms Zuzuka and insisted that I give her details for Ms Zuzuka to call back. I refused as this would waste more time. I asked her to take on the case.
   2. Ms Tang took on the case but reported that there was no information left by Ms Zuzuka on my problem. I had to explain the whole thing all over again to her. Why is my reported problem not logged into the system so that the next consultant can follow up instead of asking the customer to repeat everything all over again?
3. On the statement dated 14/2/2010 for 0122223333, the total amount billed is 37.16. According to Ms Zuzuka and Ms Tang, the amount in the system is 32.68. Why is the difference?
4. I have asked both of them to explain on the statement as I do not understand the figure 100% Bundle Rebate x 2 months -15.35 and RM20(Bonanza Bundle Rebate) -15.49. How do you arrive to these figures?
5. Ms Tang did not want to do anything else and asked me to bring the statement to the nearest Maxis center for clarification. That is unacceptable. Why do you have phone support if I need to take off from work and visit your center?

Hope to hear from you soon.
Thanks.

The good thing was Maxis replied promptly and the explanation given was exactly the kind of response that I would expect from the call center staffs. Here is the reply:

Dear Encik Papa Bear,

Thank you for contacting Maxis.

We understand that you are eligible for 2 months free access fee from registration date of your Maxis Broadband service. In the 1st statement of account dated 14th December 2009, you have been charged on a prorated basis at RM53.47. The rebate was given according to its amount charged.

In 2nd statement of account dated 14th January 2010, you have been charged RM88.00 and the rebate was accordingly given.

In 3rd statement of account dated 14th February 2010, the access fee was charged at RM68.00 while the rebate of RM15.35 being the difference from the 1st month has been given. Rightfully the amount of rebate that is supposed to be shown in the bill is RM14.53 (RM68.00 access fee minus RM53.47 from December 2009 statement). However, the system has given an additional rebate of RM0.82 cents (RM15.35 minus RM14.53).

After the free access fee period ends, you are supposed to be charged at RM48.00 per month. In the same bill dated 14th February 2010, a rebate was given at 15.49 when you are supposed to be getting a full rebate of RM20.00. The difference of RM4.51 has been accordingly credited to your account. This credit will reflect in your upcoming statement of account dated 14th March 2010. Rest assured moving forward you will see a complete rebate of RM20.00 in your monthly bills.

Please accept our sincere apologies for the inconvenience caused in relation to your recent service experience. This incident has prompted us to stress the importance of service delivery and our commitment to our valued customers. We acknowledge that there is some work for us to do in order to restore your confidence in this respect and we accept the challenge gratefully. Herein, we would like to reassure you that training programs and materials are currently being reviewed and fine tuned, for the benefit of our new and existing personnel.

This incident has prompted us to stress the importance of service delivery and our commitment to our valued customers. We truly appreciate the time you have taken to bring this matter to our attention. We value your feedback as it is through such comments that we are able to monitor our services and keep abreast with customers’ expectations. It will definitely help us to further improve our service delivery

Hope this helps to clarify your concern. Should you have any further queries, you may call our Broadband Hotline at 1800 822 000 for assistance.

Thank you.

Yours sincerely,

Dolby Irs
Customer Relations Unit
Customer Operations

This is the kind of reply that we should get from any service provider. The kind that shows effort, knowledge and politeness. I was happy to receive such response and I do hope they meant what they said.

There is still hope for Maxis!

P/s:

That Ms Tang. I have no idea what she was. She did not sound like a Malaysian based on the way she talked and yet she could definitely speak Malay well even with that somewhat unfamiliar accents that she had…

People who arrived at this page were looking for:

Some people told me that if you are going for a long distance drive you need to be fresh, with enough sleep the night before and a clear happy mind.

In life, you can’t wait for those ideal conditions, can you? Sometimes, you just have to do what you have got to do…

There is no time to wait for the right time!

So, I am going for a long distance drive after work tonight. No time to rest. No time to sleep. No time to clear my mind.

But some people say, it is mind over matter!

So, I hope, I can have at least a clear mind before I go…

Wish me luck %blog%.

So,

I am the Office Boy for this company.

I collect checks, mail letters, and etc.

Why?

It is because that this company has never had any Office Boy.

I am the Sales and Marketing Manager for this company.

I called up prospects, arrange for demos, and etc.

Why?

It is because that the Sales and Marketing staffs had spontaneously combusted.

I am the HR and Admin Manager for this company.

I do the payroll, staff’s leaves tracking, and etc.

Why?

It is because that the HR and Admin staffs had spontaneously combusted.

I am the Application Consultant for this company.

I do Application training, implementation, and etc.

Why?

It is because that there are modules that the consultants are not familiar with.

I am the Software Manager for this company.

I do Project Management, Customer services, and etc.

Why?

It is because that is what I was hired for.

I am the Managing Director for this company.

I do put my signature on checks, on any official letters, and etc.

Why?

It is because the Managing Director had spontaneously combusted too.

So,

I did my calculation.

I should get a monthly pay of RM 32000.00 per month.

I should get a company car.

I should get a golf membership.

But,

I don’t get any of those.

So,

Life sucks!

Live it!

La di da di daaa…