I wish to highlight my experience with TMnet on my Unifi application so that the appropriate actions will be taken and there will be accountability to the public for an organisation that is funded by taxpayers' money.

I went into Unifi's webpage and sent them an email on Jul 14 registering my interest in Unifi and requesting for someone to contact me. Nothing happened. I then called the call centre and the gentleman who spoke to me was very helpful. He directed me to do an online application as there was a promotion - one month's free usage. This was on Jul 19.

I proceeded to do my online application and scheduled my appointment on July 26 morning for the installation to be done. On July 24, I received a call to confirm the appointment and was also told that if I cancel the appointment in less than 24 hours, I would be penalised RM200, to which I had to agree.

On July 26, the technician turned up and told me that the telephone exchange unit that was allocated to my house is across the road from which he has to pull the fibre cable. After further discussion, he informed me that there is another exchange which is closer to the telephone post where my current telephone line is located. According to him he needed to reschedule the installation as he needs to get the management to re-allocate the new exchange.

That was the last I heard about it. I then called their call centre to find out the status of my application on Aug 4. The call centre agent told me that the status is as what the technician's feedback had recorded, and that they were still waiting for the allocation of the new exchange.

I am amazed and puzzled by this organisation's attitude towards operational efficiency and  customer satisfaction:

• My initial email registering interest was totally ignored.
• The allocation of the exchange is not verified.
• The technician turns up with no clue. He even suggested at one point that he could pull the cable across the road and rest it over the TNB line and use a screw to support the weight of the line.
• After more than a week since the last visit by the technician, the application status remains unchanged.
• The second call to the call centre had me waiting for more than 5 minutes for the agent to pick up. Will they be paying me a penalty for the delay that they have caused?

Here we have the government funding this organisation to increase the usage on high speed broadband in the country. Yet there is certainly something wrong with the way the organisation is managed.