The phones in my house have on and off for the past 3 years. The complaints have been made for the past 3 years for at least once in 3 months. This is extremely frustrating especially when you are doing a small home based business that heavily depends on phone. Without the phone, customers can not reach you.
Recently, the problem has been worse. The phone has been on and off within just a few days after being fixed. My family members suspect that it was due to cable stolen issue because it happened quite often in our housing area. We also suspect that this is the job of insider (Telekom’s staff itself)
For example, our phone has been fixed yesterday, but today it is down again. If this is a case of stolen cable, who else is better than the Telekom staff themselves, knows that the cable has been fixed.
I have written countless e-mails and complaints to Telekom Malaysia. Here. I will show you all the e-mail conversation. I will remove my personal information for privacy issue.
Year 2008
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On Tue, Feb 12, 2008 at 11:18 PM, TM Customer Care Support
Dear Sir/Madam,
Thank you for your feedback to TM. Our automated feedback system has forwarded your issue to us for our attention and reply.
With regards to your telephone line issue, we would like to inform that we had forwarded this matter to our respective department for further action. Therefore, please e-mail to enquiry@tm.com.my or contact 100 and select "TM Telephony and Data Services" for immediate assitance.
We apologise for any inconveniences caused. Your understanding on this matter is highly appreciated.
Should you require further assistance or would like to submit any enquiry/feedback, kindly visit www.tm.net.my and click "Need Help? Contact our Customer Service".
We hope we have addressed your concern and look forward to serve you better.
Regards,
Suria
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.
www.tm.net.my
(ICOMS#8157937-435193)
-----Previous Response-----
Sent: Tuesday, February 12, 2008 10:02 PM
To: enquiry@tm.com.my
Subject: Faulty Telephones for 2 weeks!
Dear Team,
Kindly assist of faulty telephone line. Below is information from customer. TQ.
Contact Person: xxxxxxxxxxxxxxx
E- Mail: xxxxxxxxxxxxxxxx
Telephone line: xxxxxxxxxxxx and xxxxxxxxxxxxxxx
I am very disappointed with the service from Telekom. My house phones can not be used for 2 weeks already.
Phones: xxxxxxxxxxxxx and xxxxxxxxx. I made a complaint to Telekom about 1 week ago and I was told that the due date to solve the problem was on Last Thursday. 2 days ago, I callled to ask about this issue and I learned that this case is closed! But until now, we are not able to call or receive call. We are having our family business in our house and we need to use the Fax machine and the Internet. With the telephone, Fax machine and Internet, it is not convenient. I even tried to contact the Telekom contractors (Puan Harima at 013-4840531, Puan Norali at 013-4331933 and Mr. Mohamut at 013-4302753) but nothing much has been accomplished as they pushed the responsibility to one another. Please escalate this issue to higher Management as each day of dalay, we will have business losses! Telekom wants to bear the losses?
Regards,
Suria
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.
www.tm.net.my
-----Original Message-----
From: xxxxxxxxxxxxx
Sent: Tuesday, February 12, 2008 10:02 PM
Subject: Faulty Telephones for 2 weeks!
I am very disappointed with the service from Telekom. My house phones can not be used for 2 weeks already.
Phones: xxxxxxxxxxxxxx and xxxxxxxxxxx. I made a complaint to Telekom about 1 week ago and I was told that the due date to solve the problem was on Last Thursday. 2 days ago, I callled to ask about this issue and I learned that this case is closed! But until now, we are not able to call or receive call. We are having our family business in our house and we need to use the Fax machine and the Internet. With the telephone, Fax machine and Internet, it is not convenient. I even tried to contact the Telekom contractors (Puan Harima at 013-4840531, Puan Norali at 013-4331933 and Mr. Mohamut at 013-4302753) but nothing much has been accomplished as they pushed the responsibility to one another. Please escalate this issue to higher Management as each day of dalay, we will have business losses! Telekom wants to bear the losses?
--------------------------------------
On Mon, Mar 3, 2008 at 9:11 AM,
Good morning / afternoon
Thank you for using TM services.
We already update/make report and for your information the reference number is same with faulty telephone number.
We will take immediate action and sorry for your inconvinience.
We will send your report to the technical department to check your line and take immediate action to solve your problem.
Thank you.
------------------------
Thank you for submitting your complaint, our customer support team will attend to your complaint as soon as possible.
Date: 3/15/2008
Subject: About TM
Name: xxxxxxxxxxxxxxxxxxxxxxxx
Address:
Account Number:
Email: xxxxxxxxxxxxx
Contact Number: xxxxxxxxxxx
TM Telephone Number:
Comments: I am very very very disappointed with the service from Telekom! My house phones(xxxxxxxxxxxxxxx ) can not be used for 2 weeks already.
It happened for many many times already. I made a complaint to Telekom 1
week ago but no one from telekom has tried to contract me nor e-mail me. This issue happened too often and I want rebate of my Internet fee and also Telephone fee for the entire year! It has been faulty for more than a few months for the whole year! If this situation is not solved, I will look for other alternative service provider!
Regards,
TM Web Administrator
-------------------------------------------------------------------------------
On Wed, Mar 19, 2008 at 4:54 PM, Aduan SKMM
Our Ref: SKMM(T)09-CCB/160/xxxxxxxxxx
Dear Sir,
Thank you for writing to Malaysian Communications and Multimedia Commission (SKMM).
Your complaint has reached Consumer Complaints Bureau of the SKMM. Please be informed that we are looking into this matter and will keep you informed of any update that we received arising from your complaint.
Should you have any other enquiry, please do not hesitate to email to us or contact our toll free number at 1800 888 030 (Mon-Fri 8.30am To 5.30pm).
Thank you.
Regards,
SKMM Consumer Complaints Bureau
Suruhanjaya Komunikasi dan Multimedia Malaysia
63000 Cyberjaya, Selangor
Email : aduanskmm@cmc.gov.my
Complaint Hotline : 1-800-888-030
(8:30am – 5:30pm, Monday-Friday)
Fax : 603 8688 1880
________________________________________
From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Sent: Sat 3/15/2008 4:20 PM
To: Aduan SKMM
Subject: Fwd: COMPLAINT :TM products & services
Hi
I do not know if I reach the right channel to complain on the faulty phones of Telekom. I am tired of trying to complain to Telekom and no action is taken by them to solve the problem.
The situation is as described below.
My house has a small business (xxxxxxxxx) which we need to use telephone, fax machine and internet quite heavily. Every day, our customers will place orders using phone and fax machines. All the bills and invoices will have to use fax machine or Internet to communicate. Our telephones (xxxxxxxxxxxx) have been faulty from time to time which we suspect the telephone lines have always been stolen. It has been faulty for about a month from before Chinese New Year until 3 weeks ago. The phone could be used for for 1 week and then since 2 weeks ago, they have been disconnected again. I made a complaint to Telekom 2 times 2 weeks ago but no body from Telekom has tried to contact me. For your information, this telephone faulty not only happened to my house, it happened to my neighbor house also.I was informed by Telekom that at least 9 families had the issue when I complained to them throught phone call during Chinese New Year.
Estimated loses due to the telephone: At least RM3,000 per week
The attached e-mail below is part of the e-mail communication with Telekom. I have also complained through http://www.tm.com.my/customer/care.htm but no one seems to care about this situation.
I hope that after I complain to you, the problem will be solved sooner. I wish that we can get auto rebate of the telephone fee and also the streamyx fee.
Thanks. Regards,
xxxxxxxxxxxxx
---------- Forwarded message ----------
From: xxxxxxxxxxxxxx
Date: Sun, Mar 2, 2008 at 5:28 PM
Subject: Re: COMPLAINT :TM products & services
To: Siti Khalijah Harun
Hi Siti,
My house phones (xxxxxxxxx) can not be used again today, same as my neighbor's phone. Can you please help to escalate this issue to the respective department? It happened so often that it really affects our business. Thanks for the help.
Regards,
xxxxxxxxxxxxxxx
On Fri, Feb 15, 2008 at 2:51 PM, xxxxxxxxxxxxxxxx> wrote:
Hi Siti,
Just to let you know that I can use the phones since 2 days ago. I hope that this kind of issue will not happen again as it happened to us and our neighbors for more than 3 times. Thanks you for your response.
Regards,
xxxxxxxxxxxxxxxxxxxxx
On Fri, Feb 15, 2008 at 1:37 AM, Siti Khalijah Harun
Dear xxxxxxxxx
Thank you for using TM services.
With regards to that matter, we were very sorry for any inconvenience
caused to you. We have been escalated your complaint to our respective
department for further action and we will feed you back in a soonest
time.
For any further assistance, please do not hesitate to call 100 (Product
& Services). Our customer service representatives are available to
assist you during operating hours from 8.30am to 9.30pm daily.
Thank You and Regards,
SITI KHALIJAH BT HARUN
SALES & SERVICE CONTACT CENTRE
LEVEL 58 KOMTAR
10000 PENANG
FAX : 1-800-88-9393
-----Original Message-----
From: xxxxxxxxxxxxxxxxxxxxxxxx
Sent: 12 February, 2008 10:17 PM
To: Enquiry TM
Cc: Feedback TM
Subject: COMPLAINT :TM products & services
This is the details of the complaint:
Date: 2/12/2008
Subject: TM products & services
Name: xxxxxxxxxxxx
Address: xxxxxxxxxxxxxxx
Account Number:
Email: xxxxxxxxxxxxxxxxxxx
Contact Number: xxxxxxxxxx
TM Telephone Number: xxxxxxxxxxxxx
Comments: I am very disappointed with the service from Telekom. My house
phones can not be used for 2 weeks already.
Phones: xxxxxxxxxxxx and xxxxxxxxxxxxxx. I made a complaint to Telekom about 1
week ago and I was told that the due date to solve the problem was on
Last Thursday. 2 days ago, I callled to ask about this issue and I
learned that this case is closed! But until now, we are not able to call
or receive call. We are having our family business in our house and we
need to use the Fax machine and the Internet. With the telephone, Fax
machine and Internet, it is not convenient. I even tried to contact the
Telekom contractors (Puan Harima at 013-4840531, Puan Norali at
013-4331933 and Mr. Mohamut at 013-4302753) but nothing much has been
accomplished as they pushed the responsibility to one another. Please
escalate this issue to higher Management as each day of dalay, we will
have business losses! Telekom wants to bear the losses?
---------------------------------
On Thu, Jul 17, 2008 at 8:54 AM,
Good morning / afternoon
Thank you for using TM services.
We already update/make report and for your information the reference number is same with faulty telephone number.
We will take immediate action and sorry for your inconvinience.
We will send your report to the technical department to check your line and take immediate action to solve your problem.
Thank you.
----------------------------------------------------
On Wed, Oct 8, 2008 at 10:02 AM,
Good morning / afternoon
Thank you for using TM services.
We already update/make report and for your information the reference number is same with faulty telephone number.
We will take immediate action and sorry for your inconvinience.
We will send your report to the technical department to check your line and take immediate action to solve your problem.
Thank you.
----------------------
On Fri, Dec 19, 2008 at 9:15 AM, xxxxxxxxxxx wrote:
Hi there,
The Telephones in my house (xxxxxxxxxx) can not be used. Same as our neighbour's telephone. It has not been happening for sometime. Previously we suspect telephone Cable has been stolen and I think this should be the reason. Please send someone to check on the telephone cable. Please help to get the telephones back as soon as possible as we needs the phones, fax machine and The Internet as our family business needs the phone. Thanks.
Regards,
xxxxxxxxxxxxxx
-------------------
On Tue, Dec 29, 2009 at 1:58 PM,
Good morning / afternoon / evening,
Thank you for using TM services.
We already update/make report and for your information the reference number is same with faulty telephone number.
We will take immediate action and sorry for your inconvinience.
We will send your report to the technical department to check your line and take immediate action to solve your problem.
Thank you.
---------------------
