Impressive Customer Service
I am amazed with TMnet’s improvement, in terms of the service desk.
Of course, the slowness and instable connectivity is out of discussion here. The problem is rely on the infrastructure not the helpdesk.
What I keen to express my gratitude here is, the help desk are really friendly and follow things up.
After I logged the call, they have constantly give me calls to get updates on how the situation been.
Of course, I have to keep on repeating that the service was still in bad shape because the technician slow in doing things and when they work on the problem they don’t know what to do correctly.
1. They switch my port from 1 Mbps to 512 Kbps. I have to call back to get the thing re-done.
2. Don’t know what was the reason, after they technician done some ‘repair’, the phone in high noise level and of course, not usable.
I had to liaise with technician many rounds to get the things done right. Now the Internet back to normal, meaning in “OK lah” status.
The helpdesk is the one that make me feel they are really serious about satisfying customers. They call with friendly tone and sincerely concern about the situation. Seems everyone of them are well trained because they are uniformly patient and talk in nice way. I think I will feel bad if I lost my temper to them.
So, comment to TMnet is, you have go the A class helpdesk/customer service team. What need to be improved is the engineering and technical support fellows. Make them skillful enough to do what they suppose to do. Most important thing, get rid of the ‘tidak apa’ attitude.
50% of Broadband Penetration
Yes, that’s great to have the vision to increase broadband penetration as much as it can. However, penetration rate is one. But what is the quality of service?
Just right after the announcement by PM Najib, we are again, facing the slow connection to overseas due to damaged sub-marine cable. In the memory we are way too often to suffer from this type of problem – unless you don’t feel once a year is not bad enough. But it really affect a lot of my work and I believe, a lot more other person who rely a lot on Internet connection to perform their day to day work.
What a joke.
Report grabbed from TheStar:
KUALA LUMPUR: Telekom Malaysia Bhd’s (TM) Internet service was disrupted by a damaged underwater cable circuit at the Asian American Gateway (AAG) in Lantau, China.
In a statement issued yesterday, TM said due to the damage at AAG, which links Malaysia to the United States, customers surfing websites hosted in Hong Kong and the US would be experiencing slow connection.
Those using Internet protocol (IP)-like virtual private network (VPN) and critical business applications linked to Hong Kong and the US might encounter service disruption.
The statement said to overcome the problem, several Internet lines were directed to alternative connections to reduce traffic congestion.
With repairs under way, traffic to North America and Hong Kong would experience disruption while traffic to other countries would remain the same.
Malaysia main trunk to overseas down again?!
What’s happening? Internet so slow? And when I called Streamyx / Telekom helpline, the first prompt after greeting is ‘You may experience slow connection to overseas websites’. It’s so obvious we have the problem with the international link. Don’t know how long it will take to solve the problem then.
So how many times we have this kinda problem with Malaysian Internet service providers? My memory tells me that is way too many to be accepted. However what can we do then..?
