Why there are so many grouses about Touch 'N Go smart tags? Because for once, it is expensive as compared to other tags now taken off the market as of July 1. The main reason as to why the SmartTags cost a whopping RM180 is simple.

Touch 'N Go has to go through two ‘middle man’ companies to acquire the tags. Touch 'N Go was not allowed to purchase direct. Hence, the tag that would have cost less than RM100 now cost RM180 - just to spoon feed the middle man.

And customers, please beware of SmartTag deficiencies. I agree with some people that SmartTags may not be the best-of-all-breed tags. Among the most common problem with SmartTags is that it works well only on GP-brand batteries, for a reason unknown to many people.

But this is not stated in the manual that comes with the tags. Try replacing it with other brands of batteries when the original batteries run out. You stand a higher chance of making the SmartTags malfunction - making your life really miserable.

SmartTags systems also have their drawbacks. For the toll operators, they are faced with numerous problems. Try asking two - Projek Lintasan Kota Sdn Bhd (Prolintas), which operate the Ampang-KL elevated highway, and the operators of the Penang Bridge.

While the Electronic Toll Collection (ETC) designated lanes using SmartTag was meant to be unmanned, these two toll operators have them manned instead due to the many problems which included a few drivers having their windscreens smashed by the Automatic Lane Barrier (ALB).

The toll operators have also suffered some revenue loss since some SmartTag transactions are not recognised by Touch ’N Go due to ‘unreliable’ transaction records.

Admittedly, some of the problems are due to the customers’ carelessness like not installing the SmartTags properly and even manually holding them with their hands as they pass the toll lanes.

Then there is the repair period required. Say that you're living in Penang and you frequently use the Penang Bridge. If your tag malfunctions, you must hand it over to the nearest toll office, that being the Penang Bridge toll office, which then sends it to the Touch ’N Go office in Kuala Lumpur.

You would not get a replacement straight away even if you returned the tag at the Touch ’N Go office in Kuala Lumpur. The tag will be sent by the Touch ’N Go office in Kuala Lumpur for repair or replacement by the manufacturer.

This would take at least four to eight weeks, if you are lucky. During that period, you will have to go through the non-SmartTag lane and flash your card manually.

What do I recommend to resolve this problem? I recommend that the government break the current Touch ’N Go monopoly on SmartTag supplies.

The government should open up the manufacture and supply of SmartTags to a few companies, thus enabling healthy competition which in the end will lower prices and encourage better technology products for consumers.

One other thing - Touch ’N Go needs to open up branches at strategic locations nationwide rather than just depending on the toll operators to do their product servicing.