“Effectiveness” of Telekom Malaysia Sdn. Berhad.
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
------------------------------------------
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
-------------------
Year 2009
----------------------
I believe that there are a lot of e-mail conversation during year 2009, I may have deleted most of them.
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.
---------------------
Year 2010
On Mon, Apr 26, 2010 at 12:06 PM, xxxxxxxxxxxxx> wrote:
Hi,
This is regarding the faulty telephones at xxxxxxxxxxxxxxx. It has happened many times in the past and it has happened again last night. We believe that it was stolen cable. Both the phones were disconnected. We need the phone because of our home business. Customers will not be able to contact us without the phones. Please send someone to correct the issue. Thanks.
Contact Person: xxxxxxxxxxxxxxxx
E- Mail: xxxxxxxxxxxx
Telephone line: xxxxxxxxxxx
Regards,
xxxxxx
---------------
On Thu, May 13, 2010 at 10:29 AM, TM Customer Care Support
Dear Sir/Madam,
Thank you for contacting TM.
Referring to your e-mail dated 13th May 2010 on telephone line disconnected issue, kindly be informed that we have lodged a report in our Technical Department about this matter. You may use your telephone number 00404411637 as reference number. We highly appreciate your co-operation to give us some time for this and we will do our best to resolve this matter. Once there is feedback, we will update you.
For further assistance or feedback, kindly e-mail us at help@tm.com.my.
Alternatively, you can also contact TM at 100, choose language and select "Technical Assistance".
We would like to thank you for feedback and we look forward to serving you better.
Regards,
Afizatul Azua Mohd Yusof
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail.
www.tm.com.my
(ICOMS#9667939-706034)
-----Original Message-----
From: xxxxxxxxxxxxxx
Sent: Thursday, May 13, 2010 9:05 AM
To: help@tm.com.my, enquiry@tm.com.my
Subject: Faulty Telephone - Fallen Tree (Pokok Tumbang)
Hi,
This is regarding the faulty telephones at xxxxxxxxxx. Both the phones were disconnected because there was a
fallen tree. We need the phone because of our home business. Customers will
not be able to contact us without the phones. Please send someone to correct
the issue. Thanks.
Contact Person: xxxxxxxxxxxxxxxx
E- Mail: xxxxxxxxxx
Telephone line: xxxxxxxxxx
Address: xxxxxxxxx
Regards,
xxxxxxxx
-----------------------
On Sun, May 30, 2010 at 12:34 PM, xxxxxxxxxxxxxxxxxxxxx wrote:
Hi,
Out house has faulty telephone again. This time is a bit strange. We can connect to the internet using xxxxxxxxx but we can not receive call or call out using both the phones (xxxxxxxxx). We can not receive fax as well. Please investigate the issue as we need to phones for our business.
Regards,
xxxxxxxxxxx
On Wed, May 12, 2010 at 5:33 PM, xxxxxxxxx
Hi,
This is regarding the faulty telephones at xxxxxxxxxxxx). Both the phones were disconnected because there was a fallen tree. We need the phone because of our home business. Customers will not be able to contact us without the phones. Please send someone to correct the issue. Thanks.
Contact Person: xxxxxxxxxxxxxxxxxxxxx
E- Mail: xxxxxxxxxxxx
Telephone line: xxxxxxxxxxxxx
Address: xxxxxxxxxxxx
Regards,
xxxxxxxxx
-----------------------
On Fri, Jun 4, 2010 at 2:26 PM, xxxxxxxxxxxxx> wrote:
Hi,
Can you please investigate the issue again? The phone can be used for a few days then it went off again. Can not receive or call. But can use Internet.
Regards,
xxxxxxxxxxxxxx
---------------------
2010/6/8 xxxxxxxxxxxxxxxx
Hi,
Kedua-dua Telephone di rumah saya rosak sejak satu minggu lalu. Sila hantar kaki-tangan kamu untuk membaiki telephone kerana kami amat memerlukan telephone (business di rumah). Customer kami tak dapat hubung kami jika tiada telephone. Harap telephone akan dibaiki secepat mungkin.
E- Mail: xxxxxxxxxxx
Telephone line: xxxxxxxxxxx
Address: xxxxxxxxx
Terima Kasih.
Regards,
xxxxxxx
-------------------------
On Tue, Jun 29, 2010 at 10:39 AM, TM Online Customer Self Service
Dear Sir/Madam,
Thank you for bringing this matter to our attention.
We write in response to your email dated 28/06/2010 pertaining to the matter above.
With regards to that matter, we are very sorry for any inconvenience caused to you. Your enquiries/ complaint has been escalated to the respective department for further action and we will feedback to you as soon.
For further assistance or feedback, kindly e-mail at help@tm.com.my
Regards,
TM Online Admin
From: xxxxxxxxxxxxxxxxxxxxx
Sent: Monday, June 28, 2010 2:52 PM
To: TM Online Customer Self Service; TM Net Customer Care
Subject: Re: Faulty Telephone again!!!
Hi,
Our phone has been down for > 10 days. When will it be fixed? I think currently the Internet is okay but not the phone and fax. Can you please take action on this? Thanks.
Regards,
xxxxxxxxxxxx
On Tue, Jun 22, 2010 at 4:16 PM, TM Online Customer Self Service
Dear Sir/Madam,
Thank you for bringing this matter to our attention.
We write in response to your email dated 22/06/2010 pertaining to the matter above.
Please be informed we have logged your issue to the respective department for investigation.
We will feedback you as soon as possible.
We hope the above revert to your query. We truly apologize for any inconveniences caused. Nevertheless, we would like to express our high appreciation for your patience and understanding.
For further assistance or feedback, kindly e-mail at help@tm.com.my
Regards,
TM Online Admin
From: xxxxxxxxxxxxxxxxx
Sent: Tuesday, June 22, 2010 10:44 AM
To: TM Net Customer Care; TM Online Customer Self Service
Subject: Faulty Telephone again!!!
Hi,
Our phones have been fixed for 1 week and it went faulty again. The phone numbers are : xxxxxxxxxx. Can you please fix the problem once and for all? Install CCTV or anything near the telephone cable and etc and know who are the real culprits behind the stolen cables. I believe this issue is done by Telekom staff itself or it is done by the contractor of the telekom. Please refer this case to high management as our family is running a small home business and we really need the phone!
Please contact me: xxxxxxxxxxxx
Phone: xxxxxxxxxxxx
Regards,
xxxxxxxxx
------------------------
On Mon, Jul 12, 2010 at 10:42 AM, xxxxxxxxxxxxxxxxxx wrote:
Hi My Respectable TM net,
We are having this issue again.
Both phone can not be used anymore (xxxxxxxxxxx) since yesterday afternoon (11 July).
This issue has been going on for years!!! I am really surprised about the productivity of TM Net. Hm... May be I will start to do some progressive steps like complaint to thestar.com.my or nst.com.my or Malaysia complaint portal or another other complaint boards so that the issue will be taken seriously.
I want to know what is the real culprit behind the issue? Cable stolen? Unstable TM's infrastructure? We have never been informed about the real problem behind it.
Thanks you for your cooperation TM Net.
xxxxxxxxxxxxxxxxxxx
---------- Forwarded message ----------
From: TM Online Customer Self Service
Date: Tue, Jun 29, 2010 at 10:39 AM
Subject: RE: Faulty Telephone again!!!
To: xxxxxxxxxxxxxxxxxx
Dear Sir/Madam,
Thank you for bringing this matter to our attention.
We write in response to your email dated 28/06/2010 pertaining to the matter above.
With regards to that matter, we are very sorry for any inconvenience caused to you. Your enquiries/ complaint has been escalated to the respective department for further action and we will feedback to you as soon.
For further assistance or feedback, kindly e-mail at help@tm.com.my
Regards,
TM Online Admin
From: xxxxxxxxxxxxxxxxxx
Sent: Monday, June 28, 2010 2:52 PM
To: TM Online Customer Self Service; TM Net Customer Care
Subject: Re: Faulty Telephone again!!!
Hi,
Our phone has been down for > 10 days. When will it be fixed? I think currently the Internet is okay but not the phone and fax. Can you please take action on this? Thanks.
Regards,
xxxxxxxxxxxxxxxxxx
On Tue, Jun 22, 2010 at 4:16 PM, TM Online Customer Self Service
Dear Sir/Madam,
Thank you for bringing this matter to our attention.
We write in response to your email dated 22/06/2010 pertaining to the matter above.
Please be informed we have logged your issue to the respective department for investigation.
We will feedback you as soon as possible.
We hope the above revert to your query. We truly apologize for any inconveniences caused. Nevertheless, we would like to express our high appreciation for your patience and understanding.
For further assistance or feedback, kindly e-mail at help@tm.com.my
Regards,
TM Online Admin
From: xxxxxxxxxxxxxxxxx
Sent: Tuesday, June 22, 2010 10:44 AM
To: TM Net Customer Care; TM Online Customer Self Service
Subject: Faulty Telephone again!!!
Hi,
Our phones have been fixed for 1 week and it went faulty again. The phone numbers are : xxxxxxxxxxxxx. Can you please fix the problem once and for all? Install CCTV or anything near the telephone cable and etc and know who are the real culprits behind the stolen cables. I believe this issue is done by Telekom staff itself or it is done by the contractor of the telekom. Please refer this case to high management as our family is running a small home business and we really need the phone!
Please contact me: xxxxxxxxxxxxxx
Phone: xxxxxxxxxxxxx
Regards,
xxxxxxxx
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