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.]

[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.]

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The agent then asks the same questions you answered 20 times this week (because they read the oldest/outdated notes in the report, not the recently updated notes).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.. ]

[Yea agreed.. They should actually find a way to improve their service. They actually don't really understand the meaning of 'service'.]

[No any news from them yet. My dad is not in the streamyx department. He is related to TLDM, airport communications and stuff..]