TMnut’s Screamyx, Part 2
On 26th October 2007, I sent an email to custcare@tm.net.my to complain about the 30% packet losses (which I have written about earlier in this blog) . The callcenter agent required me to do this, instead of following it up during the call itself. That was last Friday. Come this Monday, all was fine (no settings change on my part) so I assumed they had gotten around to fix whatever caused the issue.
Yesterday I received a reply to my original email at 11pm (at night), as follows:
Dear Mr. Ditesh Kumar,
Thank you for your e-mail to TM. Firstly, we would like to apologise for the late reply.
With regards to your high packet loss issue, kindly be informed that we had received the ping results given. However, kindly also be advised to do a bandwidth test from our website as follows; http://202.188.95.52:8080/speedometer/ . Please reply us by attaching the result in kbits.
Please be assured that we will provide you with assistance upon receiving your mail.
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 thank you for taking the time to write to us and look forward to serve you better.
That’s 5 days to simply reply an acknowledgement email requesting for more information. Not to mention that the callcenter agent I spoke to prior to sending this email could have advised me to run the bandwidth test, thus allowing them to act on the issue immediately.
The biggest problem with TMnet is simply inefficiency, and as I see it, this inefficiency is costing them money in terms of lost business. For example, a number of folk have moved off Streamyx to 3G (or HSDPA, where applicable). I am on the verge of doing the same. If there was real competition in the wired broadband space in the country, one would imagine that TMnet would not be as complacent as it is now.
I have replied to their email asking them to explain their inefficiency. Let’s see how they follow up.