Wednesday, April 27, 2005

TMNet Horror 1.8.1 - Oh boy, here we go again...

And it goes downhill from then...

From: Yoon Kit Yong
Reply-To: Yoon Kit Yong
To: TM Net Customer Care Support , TM Net Customer Care Support
Cc: yoonkit@streamyx.com, shahrir@cfm.org.my, fomca@fomca.org.my, Suganthi
Date: Apr 27, 2005 3:37 PM
Subject: Re: Streamyx
Hello Fathihatul Diyana,

Can you at least acknowledge receipt of the emails I have been sending you?
At least within 2 working days, Im sure thats not too unreasonable?

I was happy that I could log in last week,
but last night I tried logging in, and I was denied.
I was fearful that another login of mine has been registered
as still logged on, but when I called your tech department,
they said that my account has been suspended AGAIN!
It seems your system always checks for unpaid accounts
and suspends those accounts.

So it looks like your promise of deducting at least the RM422.71
was not fulfilled leading to more downtime on my account.

Please solve this problem now, and revert to me when you have done so.
I expect it up and running by tomorrow with my account appropriately credited,
as accounted in my previous email.

This is going on for far too long.


sigh... back to square one!

Saturday, April 23, 2005

CIO Awards - revisited.

What a pleasant surprise to dredge this up while googling around...

CIO Asia - Retrospectively
Stellar examples of CIO 100 Honourees in years past who moved on to win the CIO Awards.

The CIO Award was awarded to the company I work for (and still do) back in 2001, and it was quite a nice surprise as we were up against the best in the region. The team, headed by David Cheah, found it was a great experience building an e-commerce site from scratch.

I was involved in the technical aspects of creating the site as well as the back-end processing. Making the lives of our customer reps easier in setting things up. The fun part was actually working closely with 'marketing' and building up the site to meet their requirements. It was really gratifying seeing results in terms of sales almost instantaneously.

Since then the online shop has spawned from a skeleton crew to a full fledged department working to fulfill orders all 'round the world. I have since moved on from that project but lately, I am involved in another aspect of B2B web app. Which is almost as interesting. Its also great to have had experience in the now archaic MIVA scripting language and now in C# and ASP.NET.

Ah memories...

yk.

Friday, April 15, 2005

TMNet Horror 1.8 - Victory has a bitter aftertaste... -

So I answer elated with the victory, but there IS a slight bitter aftertaste.

From: Yoon Kit Yong
Reply-To: Yoon Kit Yong
To: TM Net Customer Care Support , TM Net Customer Care Support
Cc: yoonkit@streamyx.com, shahrir@cfm.org.my, fomca@fomca.org.my, Suganthi
Date: Apr 15, 2005 4:57 PM
Subject: Re: Streamyx
Hello Fathihatul Diyana,

Thank you for finally responding to my request and I am very
happy that after almost 4 months this matter is close to being resolved.
I salute your intention on making this issue right,
and am glad that we are going the right direction.

There are however some things I need to clarify:

1) The 422.71 which you are reimbursing me is only the December bill.
2) In November 2004, there is an overcharge of RM30.13
3) In January 2005 there is also an overcharge of RM177.21
4) although I paid for March access for RM44,
I could not log in because my
account was suspended over no fault of mine.
5) There seems to be a RM63 extra charge in September,
but I cannot confirm because your accounts
at
tmbill.tm.net.my doesnt go back that far.
Can you please check that its because I didnt pay my 44 subscription
or because of aditional charges?

6) Please let us not mention the inconvenience caused over the past 4 months.

So can you consider rebating me a total of at least RM674.05
as that is the total amount of money demanded by your
accounting system which you have identified with a system error?

If you can do so, I will certainly put this matter behind me,
and concede that your company truly is more customer service oriented
and strives to be what the TV and newsprint advertising claims to be.

I may also consider upgrading to the RM66 unlimited package,
although my usage doesnt warrant it, just the peace of mind
of your strange login/out service and not overcharging me again.

Regards, and hope to hear from you within the month.

Yong Yoon Kit


Surely this is not too much to ask given the grievences caused?

Thursday, April 14, 2005

TMNet Horror 1.7 - Victory?

Finally ... after 5 months of wrangling, this issue is over... or is it?

From: TM Net Customer Care Support
To: yoonkit@streamyx.com
Cc: yoonkit@gmail.com, admin@cfm.org.my, shahrir@cfm.org.my, fomca@fomca.org.my
Date: Apr 14, 2005 8:55 AM
Subject: Streamyx
Dear Mr. Yong Yoon Kit,

Thank you for your e-mail. Firstly, we apologize for the late reply.

Referring to your e-mail, we regret for the inconvenience that you have experienced.

However, regarding to your request for waiver for your Streamyx account, kindly be informed that upon further checking with the related department, we found that there was a system error. Therefore, we have suggest a rebate of RM422.71 (ref. bill dated 24th December 2005) will be given. This will then be reflected in your upcoming bills.

We would appreciate if you could disconnect your modem properly after every dial up sessions in order to prevent reoccurance of the problem.

We apologize to the inconvenience.

Should you have any further enquiries, 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 8.00am to 12.00mn, seven days a week to speak with any of our representatives.

Kind regards,

Fathihatul Diyana
Customer Care Support, CRM
TM Net Sdn Bhd


Woo hoo!

upon further checking with the related department, we found that there was a system error. Therefore, we have suggest a rebate of RM422.71

Im free! Im innocent! ... waitaminute ...

Tuesday, April 05, 2005

TMNet Horror 1.6.4 - Any response?

I requested an update from suganthi's side to see if they have made any progress:

From: suganthi@cfm.org.my
To: Yoon Kit Yong
Date: Apr 5, 2005 11:29 AM
Subject: Re: [Fwd: Re: Outrageous Streamyx bill! RM44 -> RM422 for this month! Outrageous service! rejection after 1 month wait.]
Mr Yong,

Did TM net call you up?

Suganthi


To which I responded,

No response from them.
Nothing at all.
I paid RM44 for March subscription
so that I can use it at home, but it has been wasted
as they disabled the account, and I cant log in.
I need my internet access, so should I pay the RM400
and wait for them to refund it back later?
or will that just mean that Im giving in and they take
their time resolving the issue if at all?


Hey! I was desperate! I didnt want my account to lapse!
That means having to re-apply and end up paying for a penalty of not my fault!

Thats what you get when we deal with monopolies. Theres no way out!