Yes says “no!”! Dealing with Malaysian telecommunication companies

Yes is a 4G telecommunications (teleNOcommunications in my case) company in Malaysia.

Their response to customer service is, paradoxically, to say “NO!” I think they should change their company name to “NO!”. It would be more accurate.

But in my case, it’s more “no, no, no, no, no!”  I continue to try to get them to atone for their mistake instead of me bearing the burden of their mistake.

I am currently dealing with four telecommunication companies – Celcom, Maxis, Telekom Malaysia & Yes.

CELCOM

First up, I think the problem with Celcom, the mobile phone service provider I am currently using, should be sorted.  The problem was that they have a ridiculous system for billing new customers, but the initial bill is now paid and it should be OK from now. I wrote about this last  month.

MAXIS

Next, I have finally got my deposit back from Maxis, my previous mobile phone service provider, after almost three months.  It took visits to their shop fronts, office, and a great many phone calls, followed by complaining to the Consumer Forum Malaysia (CFM) www.complaint.cfm.org.my I had my money back within a week after complaining to CFM. This involved filling out a form on their website.

TELEKOM MALAYSIA

Telekom Malaysia rang me and talked me in to upgrading my Internet connection from 4mbs to 8mbs. They told me to ring them in about 10 days and ask if the upgrade is done, and then I can go and pick up the free Hyptv box from one of their offices. No one will visit my house. Fine.

I rang on the appointed day, and it wasn’t yet done, but I rang again today, and they told me it will be done tomorrow.

When I rang today I was out, so looked on the TM web site for their phone number.  Now, they are a telephone company. You would think they’d show a telephone number.  I had to look at five web pages on their site before I could find their number.

Then later I get a text to say someone will visit my house tomorrow, and give his phone number.  I am surprised, as no one is supposed to visit, and I already had plans for that time. I ring, and the technician tells me that it is not him that will do it, but that he doesn’t know the number of the person who will. They have given me the wrong number.  So, I have no idea what is happening.  And I am supposed to reorganise my life to fit in with them.  Of course, the text is one you cannot reply to, which is very rude – more like an order from them to fit in with their plans than a request for an agreement for an appointment. If they ring me I’ll tell them a time when it’s convenient for me – and if that delays matters I don’t really care. If they just show up, then they’ll have to ring to find out where I am.

YES

Finally No – I mean Yes.  I will try to escalate the matter within the company to reach an amicable decision.  But they seem so intractable I will probably have to take things further.  Then it will end up costing them far more than if they just gave me the credit I paid for, or they refunded me.

———————–

UPDATE

Yes rang me and tried to configure my modem to the unwanted account.  Now it doesn’t work at all.  He suggested I drive half an hour to their shop to get them to try to do it. Of course, this also implicitly means losing my normal email address that I have had for years. They don’t seem to care about that, either.

Despite asking for the decision maker’s contact details twice, that have not provided them.  Now I have to continue this outside the company as there seems no hope within.

No one visited from Telekom Malaysia. Luckily I didn’t reorganise my life to fit in with their suddenly imposed visit. But on doing a speed check it does seem they have upgraded the connection. Which is good news.  Next I have to go pick up the box from their Gurney Paragon shopfront.  Hopefully they have it there. And then configure it to work.  But I am happy now that TM is half successfully completed.

FURTHER UPDATE

I received another text from TM on Sunday night saying they will come to my house Monday from 9.30AM to 12.30AM.  Again, they didn’t come and didn’t phone.  They had told me I could pick up the Hyptv box at any TM agent.  As it appears to have been upgraded I thought I’d do so.  I spent 10 minutes on the web trying to find the phone number of TM at Gurney Paragon to see if I could actually pick one up there. I couldn’t find a telephone number, so I thought it’s faster just to walk there. So I did. Unsurprisingly I had been misinformed and I have to go to Burma Road.  I asked at TM what their phone number was, as it may be useful in the future.  They don’t have a phone number.  A phone company without a phone number.  Brilliant. Of course, the staff member at TM could not understand the irony.

——————–

My advice – this blog is supposed to offer help and solutions rather than just moan:

At present, if you want a mobile phone service, I tend to think Celcom or Umobile are best.  But do a lot of research before deciding, as changing companies causes so much aggravation due to the low quality of “customer service” here. Maxis, from experience, has the best coverage, but the highest prices and the worst deals. And good luck getting your deposit back.

As for Internet – try to get what you need through the same mobile company you are using if you don’t need so much bandwidth.  For more bandwidth TM’s Unify is supposed to be good if you can get it in your area.  If you live in a condo you tend to have more choice of companies.  Research well, though, as any changes tend to cause aggravation.

Penang Free WiFi could work for you if you can get it where you are.

I used Yes as a back up. Their coverage is poor, and I couldn’t use it as the main phone or data provider. I have travelled all over Malaysia, and sometimes I could get Yes, but even in a hotel in the centre of KL I couldn’t. Even at their own shop in Gurney Plaza there is no coverage. As for the east coast – a disaster if you rely on them. In my house in an urban area I can only get it in one or two rooms. But where I get it the speed is fine. Before my current problems I would have said to very carefully check the coverage where you want to use Yes before signing up. Now I would say to avoid it all together as their customer service is so poor.

And deal with as few companies as you can.  Don’t believe what anyone tells you if it’s important to you, unless it’s in writing, – double or triple check. Try taking anything you can’t resolve to CFM.

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