Telekom

My experience with Telekom Malaysia (TM). I went to this TM Point in Kulim and just wanted to use a prepaid card (italk). I spoke to the staff and was told to fill in a form and the rest they will take care. Apparently, when I reached home, and try to use the phone to my dismay, "engage tone" then as usual I called, 100 but how? using handphone i need to called 1300-888-123, and this is chargeable. I think I must have spend rm10.00 just to make the report over and over again.

Well on the phone, I explained my problem to the agent. First call. OK, then they accepted my report and issue a report number 1-750xxxxxxx something, then I received a called from the filed inspector, according to the FI, there is no problem with the physical line, and off he goes. Later, there is an follow-up call, huh nice, some more got follow up from TM. "Hello this is a followup call from TM, is your case solved, Sir?" I said" no mam, I still hear engage tone". TM:"Ok, we will send the FI". I said " send the FI again? He can never solve this problem, there is no physical line issue" TM " It is ok, Sir, we will escalate this issue to the technical department". hmm. Ok. Well, apparently, this went on for 3 rounds. Fell bad troubling the FI.

Then later, I got another follow-up call from Ms Farah, according to her, our system shows that your phone is categorized as "Home Prepaid" hah! " Home-Prepaid" I never opt for home prepaid. So how I know that they has mistakenly set my phone to home prepaid and caused my phone to be down for 3 weeks. So, I ask if they can help me to solved this case on-line? She said, I have to go to the nearest TM Point to get this fixed. OK...

Today, I went to TM Point finally, then i ask this nice lady (Customer Service) at TM Bayan Baru. "I need to change my line to normal home phone, which button should I press?" She replied, " for billing, press A for other service press B" OK, then it is B. So i pick up the number then patiently waited for my turn. Looking at the number 1890, 1891, 1892. hmm, my number is 2095??. why this number ain't moving, I ask the guard? (very helpful), he said" lot of staff on leave today" On-leave?????????huh..."what is the Manager doing" I thought to myself. this way all the other staff will be over worked? Very efficient!!. That case, I decided to line up at the customer service, at that time, there is less people lining up, soon it was my turn. So, I explained my problem, then immediately the CS opened up the system and key in a few data and make a phone called to the computer department (I guess). Then it was done. That's it. 5 mins.

So I went home, took up the phone, and there is was..."Ringging Tone" huh, what a 3 weeks of experience.

So here is the key learning.

1. TM should provide better training to its staff, then this all will not happened.
2. TM 100 support can make this changes on-line, during the fault reporting. Then this should not have been drag to 3 weeks.
3. TM can have user to login to their account and set the package. e.g Combo 1, 2,3,4, Home prepaid.

Hope this messages reached TM.

For those who has this problem, hope this helps.

I would like to sincerely thank
1. the nice follow up calls
2. the CS at TM Bayan Lepas
3. Mr B - Field Inspector
4. Security guard. TM Bayan Lepas ( seems that he know more that the staff there working!!, should promote this guard to TM Customer Officer. )

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