Sigh…my upgrade woes never seem to cease. Not being able to get 4 mbit through my month long battle with TM, I decided to give 2 mbit a try. Guess what….shit happens AGAIN and AGAIN. My complaint to TM summarizes the story.
Please note that I wish to file an official complaint against one of your subcontractors EB Solutions and in particular their installer by the name of Austin Yap.
My username is xxxx@streamyx and I had recently applied for an upgrade from 1.0 mbit to 2.0 mbit.
First of all, I was told that they would be arranging installation on Tuesday evening 20 April 2010. They didn’t come and rescheduled to 10.30 on Wednesday 21 April 2010. They did not come and only came in the afternoon.
The upgrade was done by their installer Austin Yap (016-8892200). I was not at home at the time but my housekeeper signed off on the acknowledgment slip. I tested the connection and found no improvement in speed although the line sync was done properly.
I called Austin and was told that he had tested it himself and that he could get good speeds and that he had tested it repeatedly. I told him that I wasn’t able to replicate such speeds. He blamed it on congestion even though I was testing using the Streamyx speedometer. He also told me to lodge a complaint 2 weeks later as TM would not believe that I had a problem if I had just done an upgrade. I found this strange and proceeded to call TM 100 helpline to enquire as to the problem. They confirmed that I was now on the 2 mbit package but they would try to reset my port. After the reset, no change was observed.
I communicated with Austin again and he said he would check the following morning as to what he can do. Meanwhile I checked the acknowledgment slip and saw that their service warranty period is for 2 weeks! It was no wonder then that he asked me to only complain after 2 weeks as he was trying to not take responsibility for his work!
I find this extremely unprofessional especially the way he tried to trick me. I smsed Austin on this, he didn’t deny it buttold me that his boss confirmed that my upgrade was not done yet as my ID had not been upgraded yet. He told me to check back on Monday. I fear this may be a time delaying tactic and it is hard to trust his words especially since TM had already confirmed that my upgrade had been done.
At the moment, Madam Itty has been very helpful and is dealing with my matter and is making sure that my upgrade is done properly. I however wish to put on note that your subcontractor EB Solutions may not be conducting business ethically and needs to be seriously warned or taken off your panel of contractors since
a) Obviously he didn’t know what he was doing when upgrading or testing my connection
b) He tried to trick the customer into not complaining within the warranty period.
Many thanks and looking forward to your reply and action.
Not that you can do much about it…but please be aware!
And the damn document that shows the warranty period of 2 weeks. Read the fine print people!