In the year of 2010, the year of the tiger for the Chinese, Malaysians’ vision are to have harmonious relations between the different races and to improve ourselves to be more competitive in this challenging environment. So to be the leading internet service provider (ISP) in Malaysia, I strongly suggest that Telekom Malaysia should ensure better services for their customers, not only on broadband speed, but also better customer service for customers who are facing problems with TMNet’s services.

Many of my friends and family have complaind about TMNet’s slow services. For Internet speed, we don’t have a choice but for customer service, can it be more efficient?

Recently, on Jan 14, I just shifted to a new address so I applied for a transfer line and broadband account on Jan 15. I filled up the form with my new and old addresses in detail. They said they needed around one week processing time for the application.

After one week, I called TMnet for my application’s status so they checked the system and said that there wasn't any report sent to the technical department for transferring my line. They then did a manual report for me, and asked again in detail my new and old addresses.

On Jan 27, the assigned contractor called me for installation so I made an appointment with them for Jan 29. On that day, the contractor instead went to my old address, and, of course, he couldn't install my line here all because TMNet gave him the wrong address. I called to TM to inform them of the problem.

After two weeks, TMNet gave me an answer and that was that their system didn’t update my new address. I wasted one hour for this, waiting for their customer service agent to pick up the phone, and then waiting for them to pass the line from one department to another, due to their customer service agent being assigned with a limited job scope.

I was passed from the Billing Department for change of address, to the Technical Department to confirm the contractor’s availability status, then passed to the Telephony Department to confirm the contractor’s status again.

As a customer, I had to wait for more than two weeks just to use TMNet’s paid services and it is still not done yet. I need to pay one full month’s Internet service fee plus a service charge for all this. Many of my friends and family have told me they, too, have faced this bad service from TM Net. Is this the level of service Malaysians are entitled too? Why can't Malaysians have better services?