Feb 6
Streamyx has a terrible service !!!
Want to know more about Streamyx Customer Care and Technical Department ??
I’m currently staying in Kelana Jaya where I applied for Streamyx 512 kbps package which is a staff package since my dad is working in TM. One Malay guy came to my house to fix the wifi router and the internet. He was talking to me, i mean bragging to me about this Riger wifi router. He was saying, now Malaysia have their own router, no need to buy from some white man company anymore. I was just keeping quite all the way while he was braggin and told him thanks before he left.
For a few months I was satisfied with the service since there wasn’t any problem and the internet was stable. I was actually about to post something good about Streamyx but unfortunately, one fine morning suddenly my internet wasn’t working. So I thought of just restarting the router and tried it but still couldn’t connect. Then I went to the router and checked the settings and nothing was wrong. After checking all possible ways to connect to the internet I gave a call to ‘Streamyx Customer Care’. I always wonder why TM places such useless customer care consultants ?? They cannot understand any technical thing, and the best part is, they think we the customers are as stupid as them !!
They are trying to ask me to configure, check this , check that..and I followed everything they said. Then the sent a technician to my house. To make my story interesting, I’ll give you pure facts to show you that I’m not bull shitting here. That technician’s name is Fendi, and I told him my router is a problem and he doesn’t wanna believe me and he took more than half an hour to check everything and finally figure out “Ya la, router yang masalah”. Then he change for me and it worked , but guess what !! The story begin’s here..
Not even a minute he left, I offed the router and on it back and it didn’t work again. I immediately called that technicians office and talked with the Supervisor, Pn. Sabariah. I asked her to send him back, and that guy came back and check and he told me, ‘mungkin firmware ada masalah la’. Then he called up is colleagues and tried to get the firmware and update it. He updated it and it worked, and left again. This time I get to use the internet a little longer. After 5 mins, I can’t get to the internet. This is what happen last year, to be exact, 2 months back.
From that day, I have been calling Streamyx and all the useless Customer Care staffs think I’m some useless guy who knows nothing about computers, router’s and networking, and asking me nonsense question. What operating system, what router, configuration, bla bla bla..
Everytime I call, I have to answer all their nonsense question. I’ll be frank here, I would have called them approximately 30 – 40 times. since then. Each conversation can be posted as another post under jokes category.
Then the technician called me and told me, use another router and guess what.. It worked ! Perfect !!
It seems that TM server and our wonderful Malaysian Company Riger router is not compatible only in my area. SS3 Kelana Jaya..
I can bet you that this Riger company which has a contract with TM belongs to a Malay guy. Why I say so ??
Because if it was Chinese or Indian, TM wouldn’t change the contract form Aztech to Riger.
Mana boleh kasi Cina, India duit juta juta ??
So my report was open, and a guy from Customer care called me up and asked me if he can close the report. I asked him, saya punya problem sudah settle ke belum ?? He said belum.. Then I said mana boleh close report ?? But that guy very smart, he close my report. He’s lucky I didnt get his number and his staff ID. From then on, I called up and open a report on 22nd January and till now my report is not closed. They keep calling me to close the report, but nowadays I dun allow them to close the report, plus I get their names and staff ID.
Till now, I haven’t got a solution for my problem. Let’s see how long they take, to solve my problem..
I made a google search for streamyx and found this image.
Although I don’t like to extremely talk bad about streamyx.
This is the best photo which is quite decent that I can get.
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so how?
your dad is also one of them…
[No any news from them yet. My dad is not in the streamyx department. He is related to TLDM, airport communications and stuff..]
Streamyx as it is for so many years able to maintain this kind of integrity and reputation.
and the ministry always say want to improve improve and till now, after so many many years, nothing improved
shame
[Yea agreed.. They should actually find a way to improve their service. They actually don't really understand the meaning of 'service'.]
what to do?
we can only use streamyx if we need unlimited braodband
their service..i thk should get ISO 9001 Cert la
zzz
but…in cyberjaya..so far..i dun have any problem with streamyx
but in my hometown..definitely yes
512kbps …i maximum can get 30kbs…wth
Is so bad y still using streamyx. Got another service provider wat just choose one of them so easy. You say u so good in IT y didn’t survey 1st before register??? Everyone knows streamyx prob (in many forum talk bout them juz google it) y still choose them??? dont says u TM staff son cannot use another provider. Think 1st b4 register. I’m using streamyx n i’m ok till now. Just a minor thing if compare to others provider.
[Please read the post properly. I did not say the streamyx service itself bad.. See properly, I even stated that I was actually satisfied with it until a problem occurred. Would you be happy with streamyx if you cannot use your internet for two months ?]
what about “tak boleh kasi Cina India juta-juta”? any pressing need to turn everything into racial problem?
[Yes, if you're an Indian then you will know.. But you're not..]
After going through a similar fun experience, I can honestly say, Streamyx sucks big hairy balls. Absolutely the worst service and customer care I have ever experienced.
I having been using 4 Mb in Mid Valley for about 6 months. It’s gone down 3 times, each time it takes about 1 week or more to recover. They usually forget to call me, so I have to keep calling them every day (my routine is to call in the morning, and follow up a few times a day). Good thing my business does not depend on this Streamyx connection.
The call center processes are very inefficient. First the system asks you to key in your phone number. Then an agent asks for your name and report number. I need to repeat myself a lot, even though the report number is numeric (which should be easy to hear if one cares to listen). Can’t they think of a more streamlined system (like keying in the report number, and then having the agent focus on the next pending step)?
The agent then asks the same questions you answered 20 times this week (because they read the oldest/outdated notes in the report, not the recently updated notes). After wasting a bunch of time, the agent realizes they need to escalate the call to Level 2 support.
Level 2 is no better, and repeats a similar dance. Then they say they need to send a field engineer to my home. Of course they told me that several days ago, and the agent still has not shown up at my home.
I met a girl working at a consulting firm (I think Accenture) who is on a project to improve Streamyx’s customer support. She agrees that their internal processes are a mess.
And why the hell would TM provide a router that is incompatible with their DSL service? Did they do any compatibility testing or QA? Now that the problem is known, shouldn’t they inform their customers, and offer to replace the routers with a model that is compatible? Wouldn’t that decrease their support costs, increase customer satisfaction, and prevent customers from switching to WiMax or 3G?
[I'm so happy there is another person who had the same problem I had and I'm sure you understood the frustration. Finally my post was worth it..
]
Anytime got problem blame racial, got problem…racial.. stupid indian guy. If u not happy living in Malaysia go back where you think you will be treat as a king. If so racial go back googling search for top 10 rich man in Malaysia. Who’s in there Astro guy, Maxis guy, Genting guy, Air Asia guy. They good because of their not always FIND reason when got problem they FIND solution to solve it. Because u so lazy n always find reason when u got prob that’s y u not gonna be like them. I hate got Malaysian still think like moron.
[Hello Zack, Yes most of the times I blame different races because of the ways the other races are treated in Malaysia. For example, yourself, you do not treat me as human being who is born in this land. You just said 'go back to where you think you will be treat as a king' which actually saying that this is not my country and I should go back where my ancestors came from. Isn't this racial ? Astro guy, Maxis guy, Genting guy, Air Asia guy are Malaysian top rich man because they are true and they declare their income, unlike some other races, take income under other family member's and then claim to be very poor. And by the way I do not hate you, because I actually feel very sad and my heart cries Malaysia still got people like you who don't know how other races are treated here in Malaysia. Although I know this issue is nothing to do with racial issues but still if there is one reason Malaysia is not growing, its because of the race.]
right after the Merdeka there was no economic action plan, then what did we see? Some people won the elections (almost) and behave like macaques on the streets of Kuala Lumpur. A year later NEP was introduced. I think you need to read more history.
Dey thamby. If you think Malaysia is so bad, then try living in a country like Britain or Germany. Then you know what “Racial” truly means.
Such a trouble maker.
[Even though there is racial problem's everywhere, they treat humans as humans. In Malaysia, there is no human rights for non-Muslims and non-Malays. Only Bumiputera's are humans the rest are treated like dogs. Dogs have food, water and a living spot. Nothing else from the government.]