Yesterday, I was eager to subscribe to TM Unifi after a long discussion with my FB friends. Well, They told me TM Unifi is the best!! Okay and I believed them, of course... I fill in the Unifi online form after checking whether there was coverage for Unifi in my area. While I was completing the online form, outside was raining and the online form became downloading and uploading very slow. I click at No. 25, which was my address. However, some technical things happened which I myself cannot explain, No. 25 became No. 1 at the service address part. But billing address was No. 25!!
I was furious!!
I tried opening and editing the form, however it couldn't be corrected.
So, today... early in the morning, while waiting for the "po-man" repairing the tires of my car (yup, flat as a pancake yesterday!!), I called the call center requesting No.1 to be changed to No. 25. Guess what?? It cannot be done and the officer suggested me to cancel the order form!!!!
I couldn't believe what I was listening!
I asked her how come they cannot change No. 1 to No. 25??
The reason were:
1. They were afraid that someone else called and asked to change the address and then TM charged the wrong person (nonsense!! no payment were made upfront, so no issue of charging the wrong person).
2. They were afraid that the person at No. 1 will have a problem when they want to install Unifi next time (that's why I ask you to change to my address!!).
So pissed off by what I heard from the conversation with TM Customer Service, I blew it in whatsapp and my good friends suggest Maxis Home Fibre and ditch TM Unifi!! So, I browsed and although it was pricey than Unifi, but because of that incident, I was so determined that I ordered the package on the spot!! (How's that TM!!) They just called me and scheduled for installation 10th of November...
Let me list you the advantages and disadvantages of taking both TM Unifi and Maxis Home Fibre:
Factors to consider
|
TM Unifi
|
Maxis Home Fibre
|
||
Price
|
RM149/month
|
+
|
RM168/month
(RM 148/month special for
Maxis postpaid customers which I am not)
|
-
|
Download/
Upload
|
5Mbps
|
-
|
10Mbps
|
+
|
Quota
|
60 GB (For now unlimited until notified)
|
-
|
Unlimited
|
+
|
Installation
|
Free (standard installation. Additional charges applied for extra
cables etc.) worth RM 200
However there is a 2 day installation date you must choose. It can be separate or the same day depending on the availability of their contractors.
|
-
|
Free (standard installation. Additional charges applied for extra
cables etc.) worth RM 200.
They just need only 1 day for installation.
|
+
|
Free calls
|
To TM fixed lines.
10cents for others.
|
+
|
100 minutes free for Maxis mobile number
10 IDD Destinations
Unlimited for maxis fixed line
|
+
|
Valued services
|
Free devices.
|
-
|
Free Internet Security (RM8/month)
Free devices (almost RM600)
|
+
|
Online Registration
|
A 5-page online form that was very slow in uploading/downloading. The
form designs were confusing!
|
-
|
Very easy. Only 1 form to be submitted and they will call you back.
Even the form is very straight forward. Just register your
particulars but they do need an I/C softcopy
to be attached together. What I did, just took a photo of my IC and crop it
with paint both sides.
|
+
|
Customer Service
|
Officers were friendly in the beginning. But became defensive as I
had a problem for the Lot No. address. I had to cancel the whole 5-page
online form just because of a wrong number address!!! There was another call
at 5pm to verify my cancelation. So slow!!
|
-
|
Officers are very friendly and will service you very fast. I registered the online form in the morning
about 10.30 am. They called me at about 3pm.
|
+
|
Benefits
|
Hypp TV Channel
 |
-
|
+
|
|
Note: The +/- signs were my rate whether advantage or disadvantage to me.
Although TM Unifi offers HyppTv but I heard Maxis can link to Astro Beyond.
Morale of the story:
1. TM has to change their government mentality a.k.a. Malay mentality. Come on, you are competing with other brands that offers better service and better quality. Yes, you might give a competitive price, but price is not the sole factor!!
2. TM has to brush up their customer service. I know customer service work can be energy and emotionally draining. But, if a customer suggest improvement, LISTEN to them!! Don't be defensive. Customer's are always right you know!!
3. As a customer I have the rights to choose. Thus, I have to choose wisely. I need a customer service that can be with me 24/7 and Maxis offers that! I don't need HyppTV as I already have Astro!
You be the judge....
