Test MP3 Link

(This entry is a rant. So no pictures hehe… )

Despite the fact that my university is owned by these guys, I really have a lot of shit to say about this company – TM.

TM, if I’m not so badly mistaken, is one of the greatest companies in Malaysia. And they have improved a lot since the old Telekom Malaysia times.

But, is it enough? No! Hell NO!

Where to start? A couple of months ago, I seeked their support when I lost my TMOnline password (TMOnline is the website where you can view your bills and pay them etc. and you have to create your own username and password on that site to use it, what I’m saying is – you don’t use your internet account’s password but a different password specially created for that site.)

Also, I know it sounds stupid but I lost my username ages ago too, because I’ve registered on that website since the day I signed up for Streamyx and have never used it since then.

Last year, when I finally had the need to check my bills immediately and not wait for the monthly paper bill, I decided to recover my password. Without my username, of course – I could not use the TMOnline website’s password retrieval system.

So I called the TM hotline, they verified my identity, recovered my username and password, spelt it out nicely to me through the phone, and I happily thanked them and hung up the phone… only to realize that it was NOT the TMOnline username and password that I needed, but they had instead retrieved my StreamyX username and password!

My head steaming, I struggled to recall back and was sure that I had made it crystal clear that I needed my TMOnline username and password, not the friggin’ internet login password.

Anyway, realizing that talking through the phone would not be clear enough, I went to a TMPoint (their customer service centers), queued for 3 hours, and asked them what I should do. The lady in the TM-branded coat pondered my problem for a while, tapped her keyboard confusedly, and turned to consult the guy sitting beside her.

Then, she turned back to me, smiled, and asked me to hold on while she tapped on her keyboard. I sat there, expecting some expertly intelligent solution, only to see her browsing to the website and trying to password retrieve my password using the website’s password retrieval system!

I was  speechless. She then asked me for my username, which I promptly broke out of my stupor and iterated – clearly – that I had lost it.

I continued to tell her that I had tried using the retrieval system before but failed because I didn’t have the username. But she tried anyway, and of all things, she keyed in my Streamyx username instead in the login field! As if hoping that I would have been stupid enought to have confused the two! Of course, it didn’t work.

After trying for some time, she then turned to me and said calmly: “Sorry ya, but we really need your username to do this…”

I wanted to stand up and take off all my clothes to show her that I wasn’t hiding my username underneath my armpit or something, but resisted. I  just repeated that I had, very unfortunately, lost BOTH my username and password.

The lady sat stunned for a full three seconds, as if she had finally discovered the earth-shattering truth and at the same time, had never met with such a moronic customer who could lose both his username and password at once. She then looked up and told me blandly – there was nothing much they could do.

I  asked desperately: “Isn’t there some ways that the system can recover, like, both my username and password? I am here in person and I can answer any questions regarding my identity!”

I was, despite apologetically, told that there was none, and that the only thing I could do was to find my username.

Defeated, I decided that I wasn’t going to use the damn system anymore, anyway. Sticking to the old paper bills would be good enough to keep me alive.

That was at the end of last year.

This year however, in late March, I again found the need to use the TMOnline system to check my bills because I had just cancelled one of my packages (The Voice28 package), and the officer in charge had said that the computer system on that day was down, so she would have to do the cancellation process for me the following week (because that day was Friday); the following week, however, would have been April already, so she told me that because they would be processing my cancellation in early April, the bill for April would have already been processed by then and I would have to wait until May for the package to properly stop working. She asked me to check the bill routinely to see if my package made it to be cancelled before April’s bill went out.

Despite having to pay 2 months of extra package fee for nothing (I no longer make land line calls), I wasn’t complaining much, because I knew big companies were memang macam tu.

I had also tried creating a new username and password and somehow, even with the new username and password, I still couldn’t log in to TMOnline. I even used the password retrieval system to retrieve a new password for that new username to confirm that the system recognizes my password – still it didn’t work!

I called the TM customer line again, and this time kept reminding myself to make perfectly sure that the operator understands which username and password I was referring to.

I succeeded in making my point! The lady seemed to finally understand, after many rounds of me saying “No no no no no, not the Streamyx username… the one being used on TMOnline, the TM website used to pay bills!”, that I wasn’t looking to recover my Streamyx password…

… But she seemed clueless of what I was ACTUALLY looking for.

She even blurredly asked me for the address of that website that I was talking about. So I spelled out: “t…m…online…dot…com…dot…my”.

I heard her type on her keyboard and clicked. Worrying over her seemingly confused and uncertain voice that she might have never actually seen the website before (OMG, TM employee?), I followed to say: “ OK, now you see on the upper right hand side, right? There’s an orange box with the login button…”

Jeez, I felt like I was the customer service operator, not her.

She tried, and tried, and tried again to log in with my username and password (as if I have not already tried countless times before calling her), and finally, she seemed a bit impatient and said: “Could you please hold on?”

And she left.

LEFT!

I waited bleakly on the phone for another 1 minute, 3 minutes, 5 minutes… and as I saw the time counter on my phone reach 10 minutes, I hung up.

I GAVE UP.

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I just received my telephone and internet bill for May last week. Somehow, I was not too surprised when I saw that the package fee – was still being charged to me.

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OMG

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THREE MONTHS STILL NOT ENOUGH TIME TO CANCEL ONE STUPID PACKAGE AH?!

… so I sent them an email to confirm this absurdity.

After 3 days, I got this:

Dear Mr. Chow,

Thank you for contacting TM. Firstly, we would like to apologise for the late reply.

Referring to your e-mail dated 26th May 2009 on billing issue, upon checking in our system, we found that your Voice 28 package is still active. Therefore, we would like to advice you to refer any nearest TMpoint at your area for termination this package. Kindly visit  http://tmpoint.tm.com.my/content.cfm/ID/9B23CE18-F53B-4088-B8B0FFC3D6BFF971 to check the nearest TMpoint outlets at your area.

We hope the above revert to your query. We truly apologize for any inconveniences caused. Nevertheless, we would like to express our high appreciation for your patience and understanding.

For further assistance or feedback, kindly e-mail us at help@tm.com.my.

Alternatively, you can also contact TM at 100 and select “Internet Services”.

Regards,

Che Ashaliana

Customer Care Support, Internet Services,

Customer Service Management,

TM Retail.

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I’m going to sort this out once and for all in their corporate headquaters building – Menara TM, this week.

Hope it goes well.

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