TM Issues Worsens…and makes their tech support unreachable

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April 23, 2009
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April 29, 2009
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TM Issues Worsens…and makes their tech support unreachable

Now google won’t load properly and barely any site loads without difficulties except local sites. Actually even their own website loads pretty badly!

To top it off, they are going to make their tech support hard to reach for a month! I know who I’m voting for during the next election.

Dear Valued Customers,

Telekom Malaysia Berhad (TM) wishes to inform its customers that that our Internet Contact Centre systems at 100 are currently undergoing a number of system changes and enhancements to facilitate the improvement of our contact centre telephony infrastructure capabilities as well as upgrade our systems and processes.

In the interim, as it is necessary to migrate significant amount of data over to the new system, we wish to inform that it would require TM to set in place a period of downtime as our contact centre representatives would have a very limited access to our systems at this time. Therefore, customers calling TM’s Internet services Contact Centre may experience difficulties in getting their calls through to be served by our customer service representatives. As a result, there may be some delay in attending to your enquiries and requests pertaining to Internet services during the stipulated period.

The exercise is expected to complete by 30 May 2009 and we endeavor for the new system to be operating at full capacity as soon as possible. Alternatively, customers may reach us via e-mail at help@tm.com.my. We wish to assure you that our Internet services Contact Centre would be back to normal after the said period.

TM apologizes for any inconvenience this may have caused and would like to assure customers that we are upgrading our services to enable us to provide you with a world-class support experience and the highest level of customer service.

Don’t bother calling 100 as I tried and got a serving of:

  1. Some recorded message with a female speaking absolutely horrendous English
  2. Tells you that all their operators are still busy
  3. Cuts you off after a few minutes

Take a look at my ping report:

Pinging google.com [74.125.67.100] with 32 bytes of data:

Request timed out.
Reply from 74.125.67.100: bytes=32 time=273ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.67.100: bytes=32 time=271ms TTL=46
Reply from 74.125.67.100: bytes=32 time=274ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.67.100: bytes=32 time=395ms TTL=46
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.67.100: bytes=32 time=294ms TTL=45
Reply from 74.125.67.100: bytes=32 time=272ms TTL=46
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.67.100: bytes=32 time=271ms TTL=46

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