On February 1, Wuan and I went to TMpoint at Ampang Point to do several things. First was to cancel my phone account in Penang, second to disconnect Wuan’s phone here, third to apply for a phone here under my name and get the OKU entitlement (waiver of monthly rental), cancel Wuan’s Streamyx account and finally apply for a Streamyx 1.0Mbps OKU Package for RM66/month. The service counter was on the upper floor and Wuan had to go up by herself to do the necessary while I waited at the ground floor.
The counter staff told Wuan that we do not need to go through the hassles of cancelling and opening accounts. We could apply for the discount for Wuan’s existing phone account by filling up some forms, submitting our ICs, my Kad Kenal Diri OKU and our marriage certificate. At the same time, we could apply for an upgrade to Wuan’s Streamyx the same way. We did not have the last item with us, so the staff gave us an email address and fax number for us to send the marriage certificate to which we duly did when we got back home.
Nothing happened after a few days’ wait. I spoke to three persons at Telekom Malaysia’s call centre but they could not do anything. Wuan and I went to TMPoint again to enquire on February 11. I waited in the car as we could not find a parking space. The same staff who served Wuan previously attended to her again. He said he did not receive the marriage certificate and worst of all, he could not locate the forms that we submitted. So we started the application process all over again.
On March 3, I Twittered about the predicament of having to wait for so long and the Streamyx account still not upgraded. Pierce of blog.kuchingfest.com got @TMCorp to respond to my complaint. In fact Pierce had given me the email address of the CEO of TMNet earlier but I told him I did not want to escalate the issue so high up yet. Perhaps, I should have, to save myself from so much grief. I provided details to @TMCorp via direct message and someone called Wuan to check the next day. I had expected the matter to be resolved by yesterday looking at how long our applications were not attended to. Nothing happened.
After nearly 1 month from the second time we submitted the application and still did not get an upgrade, I got impatient and Twittered about it again today. Pierce picked up the matter and directed it to En. Rahimi Jalaluddin from Business Development at TM Consumer. En. Rahimi gave me his contacts via Facebook. I called to provide him with the details which he promised to look into and get back to me by tomorrow. Hopefully, it will be resolved soonest possible. Thanks Pierce. I owe you one. Pierce also put up an entry on this issue here. It is a pity that I need to go so high up to get attention to my complaint. What if it is someone else who do not know somebody who knows somebody high up at TM? How is he going to get his issue resolved.
Update: March 13, 2010
The technician finally came to install the modem at 8pm. Everything seems to be running fine now. Thanks to En. Rahimi of TM Consumer and Pierce for expediting the process. Much appreciated.