How To Get Your Complaints Taken Seriously

My parents' house phone was out of service since February 18th and I lost count on how many times we called Telekom Malaysia (TM) to complain. Each time my mum called and failed to get a concrete answer as to why the phone was not fixed, she would call me, and bugged me to call them. And so, I had to call them and the cycles went on and on. The saddest was when my mum called on Sat, and the Customer Service girl said, "Oh, but you've only complaint on Feb 18," which prompted my mum to call everyday because it seemed that we needed to hit a certain number, I don't know, maybe like 100 times to be qualify us for some sad attention.

So when mum called today at work, when I was really busy, really, really pissed me off. Got worse when no one picked up the damn phone. So I called a number I got from the website, 603 2240 9494 and this was how it went:

Me: Hello Telekom?

TM: Yes.

Me: I want to speak to your Customer Service Director or Corp Comms Director?

TM: Why?

Me: I want to get their names and emails so when I write my complaint to the media, I can cc them.

TM: (Long Pause). You call this number 603 2240 4281.

Me: You cannot transfer?

TM: Cannot. Must call.

Me: (Inside my heart, tiu nei ah seng...) Fine.

Next call

Me: Hello, is this the Customer Service Director's office?

TM: Er, no.

Me: I want to speak to him now! Now!

TM: May I know what is it regarding?

Me: You wanna know why? I want to get his email, so when I send my complaint to the media, I want to cc him, so he won't miss the news.

TM: (Long pause...) Can I help you?

Me: No need to helplah. I tried already. You guys don't seem to be bothered to help. You can check my records - 603 6136 7003. You tell me, what is the problem?

TM: Hold on, Ms. (Checking....) I see, your phone is out of order on Feb 18.

Me: Exactly. Now tell me how many times we have called? It's not your fault or your customer service dept's fault. They have done their jobs, they picked up the phone. They recorded our complaints but TM's technical dept is not doing its part. So, don't worry, when I complaint, I will say that you guys have done excellent job and deserve to win another award for best customer service next year, ok. Now just pass my call to your director.

TM: OK, Ms?

Me: Tan.

TM: Ms Tan, I will get the technical people to attend to this immediately. Can I call you in 2 hours time to update you?

Me: You sure or not? Don't simply promise. If you don't call me in 2 hours time, then what? You will make me mad and I don't want to write your name in my complaint.

TM: I will make sure I call you at 4pm. This is my direct line, my name is XXX.

Me: OK, if you don't update me at 4pm sharp, then you will get a call from the media's hotline number.

TM: Yes, Ms Tan.

2 hours, 10 minutes later:

TM:Ms Tan?

Me: Ya, saya. So, you call lambat, now I'm writing my mail half way now. (It's true)

TM: Sorry Ms Tan. I checked and yes, the cable memang rosak, so memang your mother's phone not working (At this point, I really wanted to scream at her "OII! Of course it's really not working, you think we so damn free to call TM issit!!" WTF!)

Me: So? What's the solution? Cut TM and get Maxis?

TM: Er, no. We will fix the problem now. By today it will be fixed.

Me: You sure ah?

TM: Yes, sure mesti today siap for you.

Me: Ok, we'll see about that. You give me a call whether it's fixed or not, ok. Please don't make me wait. Kesian my parents they don't have phone. What if they have emergency or anything like that how to even call an ambulance. If they died because they cannot get help, is TM gonna be responsible? Have pity on your customers lah.

TM: Yes, Ms Tan. I will call you. Definitely.

An hour later:

Mum called and said that the phone is working now.

Five minutes later, the TM girl called to inform me that the phone is now working and if I have any complaints in the future, call her directly.

Anyone who needs to complain to TM, call:

Yusnida 603 22404281.You can use my script too.