Wednesday, January 26, 2005

TMNet Horror 1.2 - Its a matter of principle

OK so it took me a coupla hours to gather my strength to craft a civil reply. This is what I wrote:


From: Yoon Kit Yong
Reply-To: Yoon Kit Yong
To: TM Net Customer Care Support
Date: Jan 26, 2005 2:28 PM
Subject: Re: Outrageous Streamyx bill! RM44 -> RM422 for this month!

Hello Fuziana,


Thank you for finally replying my email.
I was wondering when your esteemed company
was going to reply my email, as it has been almost
a month since I sent the request.

Im very surprised to find that you are not
open to sanction the rebate, because as I can
see the amount due is truly ridiculous!

If you can see my previous usage pattern over the year,
I have NEVER exceeded the 60 hour monthly limit
since I started using streamyx. I always paid ontime,
and have been basically a good occassional user of your service.

It is very strange that it has only been the previous
2 months that my account started getting locked.
I have had no indication that this could occur,
and there has been no instructions from tmnet
on how to 'unsuspend' the account.

It was only through effort on my part to
a call to your helpdesk which alerted me of this
very inconvenient way of re-enabling my account.

Please note the login which was billed for RM111.53
which was logged on for 181 hours! thats more than a week!
Do you think that that is proper behaviour of someone
who is used to logging in and out for use for over a year?

The reason why I didnt call tmnet was because
1) I thought that streamyx was down yet again,
2) I thought that perhaps on the offchance I hadnt paid my bill
3) I assumed that things would be ok the next day.

I believe that when I found out that this login had to
be suspended by your helpful colleagues at tech-helpdesk,
I requested them to leave a note saying that this was
a suspended login, and should be disregarded in billing.
Has this instruction been relayed to your billing department?

I am very dissapointed with your response,
I know it may be beyond your authority so
so I would like to escalate this request to your superior.
Its a matter of RM400+ and also a matter of principle.
Please forward this email to him/her CC-ing me so that
I know that this matter is being looked into.

I would love to resolve this amicably,
and I even have volunteered to pay the
extra RM22 for the unlimited package
so that THIS PROBLEM DOES NOT OCCUR AGAIN.

I have also another question:
My login/logout proceedure hadnt changed over the year.
Why is it that this problem only started to occur 2-3 months ago?
Have you guys changed anything in your system?

Im annoyed at your response,
but if you give me no reprieve,
I will become an angry customer.

Regards,

Yong Yoon Kit



Hey! Im willing to lock myself in for another RM22 more than I pay per month!
Am I crazy? If it avoids this problem, then Hell No!

TMNet Horrors 1.1 - We apologize for the delay in replying your e-mail... yeah, like 1 month!!

So I sent out the query on December 29th 2004.
This is what I finally got.

From: TM Net Customer Care Support
To: yoonkit@gmail.com, billing@tm.net.my
Date: Jan 26, 2005 12:07 PM
Subject: Outrageous Streamyx bill! RM44 -> RM422 for this month!

Dear Mr Yong,


Thank you for bringing this matter to our attention.
We apologize for the delay in replying your e-mail.

Referring to your previous e-mail, kindly note that based on the checkings and investigation done by our Billing System Team it is found that all of the dialling came from your service number :00341xxxxxx. As such we were able to detect that the dialling was made from your modem.

The actual problem is that the modem has been set on an auto-dialling mode. Due to this, you were not able to detect whether the internet connection is still active or otherwise. With this in mind, we advice that you swicth off your modem to avoid the connection from still being active.

As we have expalined above, due to the investigation made, we are unable to sanction your rebate request.

Should you have other queries, please do not hesitate to contact us either via e-mail at streamyx@tm.net.my or call us at 1-300-88-9515 between the hours of 8.00 am to 12.00mn, 7 days a week to speak with any of our representative .
Thank you for being our valued customer. Have a nice day.

Regards,
Fuziana,
Customer Care Support, CRM
TM Net Sdn. Bhd.

Website: http://isp.tm.net.my



Great! It took them almost a month to confirm that the dialing was done on MY line. I did not dispute that. All Im asking for is for them to check the records to see if these session actually had any activity on them. My guessing is that there should be zero, as I did NOT go insane by downloading ISOs or DIVXs on my 60 hour limited account!

*sigh*