2nd email to TMNUT!!!!!
Dear Cust service,
I call up everyday to Tmnet for the pass one week. I lodge a report (No:
5101004) on Wednesday 16/5/2007 and it’s been delayed to Saturday. The level
2 technician name Mozaini said that he will come to my house to troubleshoot but he is not there on Sat (19/5/2007).Then he said that my problem duedate will be last Sunday (20/5/2007) but again he never turn up. So when i call them up again on Sunday and Monday, the lvl 1 cust service told me the due date extend to Monday and it’s in process. No detail, no report. Fine.
Tuesday i call them again and they said again the due date change to Tuesday. Again no report and no detail but only ‘i process’. My patient is wearing thiner.
Today i am fully frustrated and call up your cust service again. Your agent name Suraya on lvl 1 spoke to me. Again i hear the same shit again. ‘In process’ and due date change again!! You think due date is something we can change daily? DO ANYONE OF THEM KNOW WHAT DO DUE DATE MEAN???!!!!
So i demand to speak to her superior. I am here so frustrated and she told me that she need to fill a form only her superior will call me. What the hell is this? I demand again not letting the chance to slip by.
So she put me onhold for 15 minute and no one answer. I call up again tmnet, and demand to speak to Suraya again. Again she put me onhold for 15 minute and no one to attend me. No superior, no nothing!!
So the third time i call i spoke to another agent form lvl 1 and he put me to Farah, the superior of lvl 1 on 830am (23rd May 2007). She said will file a report againts Suraya and will look into my report. She said will call me back.
I am afraid i am being played around. Is there really a superior name Farah?
Or am i being conned by lvl 1 cust service claiming to be superior? Please feedback ASAP!!!
and their stupid reply
Dear Mr. Khoo,
Thank you for bringing this matter to our attention. Firstly, we would like to apologise for the late reply.
With regards to your connection issue, upon checking in our system, we found that your report, 5101004 is still in rectification process. We have updated the Technical Unit for further actions and necessary explanation on the issue occurring.
As for your concern on our agent and quality of service issue, please note that we have highlighted this matter to the management for further action. Please be informed that the supervisor who took your call is one of our first level respective supervisors.
On behalf of TM Net, we apologise for any inconveniences caused. Your understanding on this matter is highly appreciated. Rest assured we are committed in delivering excellent service and will constantly strive for improvement in all areas of our operation.
We hope you will accept our sincere apologies if we have not met your expectation on this occasion.
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.
Regards,
Nadhirah
Customer Care Support, Internet Services, Customer Service Management, TM Retail.
