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a customer service story from TM

summary: i could not get the internet, i complaint. nothing was done. i decided to cut off the service. they asked me to reconnect for them to check. and they said i can get a rebate if i write in, and so i did... within the time that they gave. but.... here's the result...

~~~~~~~~~~~~~~~~~

First and foremost, I have made a complaint about it ever since I could not get logged on. Whether or not it was logged in your system, it was not my problem.

Second, logically, can you think WHY would a customer pay for something that she cannot get? I have been having this problem with you guys many times until I give up. So, I requested to terminate many months back. And your staff suggested that I continue the service for them to check on the matter. NO ONE came!!!

All the reasons were fulfilled!

i) Failure of connection is at our side. [i could not get connection whatsoever]
ii) Failure of connection took about more than 6 days continuously. [it has been several months for goodness sake!!! ]
iii) Report has been lodged at our call center 100. [i have been passed to everywhere after talking to several people... and you said i did not call????]

And what are you going to do next????

If you cannot assist me as one of your unhappy customer, you are not doing your work well. And please dont use all those customer service sentences which does not work on me.

I DO NOT WANT to pay for a service that I DONT GET!!

Thank you.


--- On Fri, 3/27/09, TM Customer Care Support <help@tm.net.my> wrote:

From: TM Customer Care Support
Subject: Request for Rebate -Quality of Service
To: nurainkalam@yahoo.com
Date: Friday, March 27, 2009, 4:06 PM

Dear Ms. Nurain,

Thank you for bringing this matter to our attention.

We write in response to your request dated 4th January 2009 pertaining to the matter above.

Please be informed that bill dispute must be reported within 30 days from the date of problem occurred to allow us for make further action. Besides that, we would like to inform you that rebate can be considered to be proposed only for the several reasons:

i) Failure of connection is at our side.
ii) Failure of connection took about more than 6 days continuously.
iii) Report has been lodged at our call center 100.

Then only, we can propose the rebate to our management. We are sorry for the inconvenience caused. Therefore, we regret to inform you that we are unable to provide rebate due to the above reason.

For further assistance or feedback, kindly e-mail us at: help@tm.com.my.
Alternatively, you may also contact TM at 100 and select "Internet Services".

Thank you.


Regards,
Mahaletchumy Baskaran
Customer Care Support,
Contact Centre Management & Internet Services,
Customer Service Management, TM Retail.

www.tm.net.my

(ICOMS#8904069-573168)


-----Previous Response-----
Sent: Monday, January 05, 2009 2:01 PM
To: nurainkalam@yahoo.com
Subject: Request for Rebate -Quality of Service

Dear Ms. Nurain,

Thank you for bringing this matter to our attention.

We write in response to your request dated 4th January 2009 pertaining to the matter above.

Please note that we have forwarded this matter to the relevant department to proceed with further investigation. For the time being, they are conducting a thorough investigation. 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.

We apologies for the inconvenience you have encountered. Your kind consideration and understanding is highly appreciated.

For further assistance or feedback, kindly e-mail us at: help@tm.com.my.
Alternatively, you may also contact TM at 100 and select "Internet Services".

Thank you.


Regards,
Mahaletchumy Baskaran
Customer Care Support,
Contact Center Management & Internet Services,
Customer Service Management, TM Retail.

www.tm.net.my


-----Original Message-----
From: NURAIN
Sent: Sunday, January 04, 2009 2:01 PM
Subject: Request for Rebate -Quality of Service

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