Unsatisfactory Answer by TM AGAIN!

Rebate by TM on telephone bill for stolen cable and unable to use internet and phone for a few days

1. First Letter To Telekom Malaysia Berhad

On 28 Feb 2014(Friday morning) my parents contacted TM at 100 regarding phone dead line(............................). At 3pm TM contacted me regarding the same matter and was told within 24 hours a technician will be contacting me. Now it's Monday 3 Mac 2014 nobody contacted me. Can I get any help by giving me the technician phone number. Please contact me through hand phone number below.

Frustrated Customer

 

2. Second Letter To Telekom Malaysia Berhad, First Letter to TheStar and Biro Pengaduan Awam

In 2011, I had encounter problem with TM. Yet again I encounter another problem on 27th Feb 2014. In their previous letter, they kept saying "We would like to apologise on the unpleasant experience that you have encountered and we look forward to serving you better."

However, On 28th Feb 2014(Friday morning) my parents contacted TM at 100 regarding phone dead line(.....................). At 3pm TM contacted me regarding the same matter and was told within 24 hours a technician will be contacting me. On 3rd Mac 2014, I emailed to TM and phone up 100 again. 

3. This was their reply,

Referring to your e-mail date 3rd March 2014, we are truly sorry for the poor service level that you had experienced through this period. We acknowledged neither your response nor your complaint and we have taken the initiative by highlighted to our higher management for future reference. Upon that, we will ensure it would not arise again in future in providing satisfactory to our entire customer.
Upon checking from our system, based on your report number ...................., kindly note that our technical team still taking an action to solve your problem.  We unable to provide our technician contact number due to standard TM rules.

On 4th Mac 2014, TM told me the cable was stolen and unable to answer when it is going to be fixed. I felt like a fool. TM will not even care if I am having a dead phone line.

4. Through Biro Pengaduan Awam, 

Referring to your e-mail dated 5th March 2014 on telephone line no dial tone and Streamyx connection issue, we regret to hear that you have been facing with such difficulties and we sincerely apologise for any inconvenience caused.

Upon checking in our system, your report .................. is still in the midst of rectification and presently we are unable to provide you the date the issue will be resolved. However, we have highlighted this case to the technical department as a very high importance and urged the technical personnel for immediate action on this issue.

Your kind patience and understanding in this matter is very much appreciated.

For further assistance or feedback, kindly e-mail us at help@tm.com.my .
Alternatively, you can also contact TM at 100, or via mobile at 1300-888-123 (call charges applicable according to Telco provider), choose and select "Report Service Fault".

5. At last on 5th March 2014, my phone line is fixed. 

This is the letter I had received