TM cannot do well by entrapping customers, overcharging

Dr Ong Hean Teik


LETTER | I write to highlight the customer-unfriendly administrative practices and illogical pricing structure of Telekom Malaysia (TM) which are guaranteed to result in loss of client base and revenue.

1. I stay in an apartment in Penang, subscribing to the Unifi 30Mbps with the HyppTV service. I had wanted to upgrade to the Unifi 100Mbps service but was told that this could not be done at my apartment. Since Time is able to provide the 100Mbps service, I terminated Unifi and installed Time internet. However, I cannot authorise anyone in writing to terminate my service at the Kedai Telekom but have to personally visit their premises for my thumbprint to be taken. It is highly shocking that an internet telecommunication company requires the customer to be personally present when other companies now conduct their subscription and termination paperless and online.

2. I was able to upgrade the Unifi 30Mbps to 100Mbps at a landed property but noticed that the original subscription of about RM200 a month has been reduced to about RM100 a month, both packages coming with the HyypTV. It, therefore, appears that Telekom is giving faster service at lower prices to new and upgraded subscribers while penalising those who had been loyal customers through the years. If Telekom is unable to upgrade you onto the faster platform, then you are not just disadvantaged with slower service, you will be doubly penalised by having to pay more for it!

The counter officers at Kedai Telekom tried their best to be helpful but there is nothing they can do since termination procedure, type of service available and pricing structure are administrative and technical issues. I hope the senior management of TM will work to understand customer needs and streamline products and procedures for efficiency and to minimise inconvenience. 

Having bad administrative procedures that entrap old customers into paying a higher fee for a lower quality product, then hoping to retain them by making it difficult to terminate the service is a guaranteed strategy to lose clients and revenue.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.

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