GeminiGeek’s Online Journal

TMNet Tech Support getting Better?

August 14th, 2007 in Personal and Writings

My internet was down last Saturday, and went back up on Monday afternoon. Which is why I haven’t been replying in the comments because of the down time. And for that 2 days, I manage to watch a lot of DVDs that I bought few months back.

I’ve been complaining about TMNet and how suck they are since day one. Every time you called the 1300 Streamyx CustCare number, you will be greeted with the same troubleshooting steps, with their same claims of “resolved within 2 working days”.

For some reason, TMNet is very efficient yesterday. I called them at 1pm. I told them I did the troubleshooting and I am still unable to connect to the internet. I told them my DSL is OFF since Saturday morning. So, I lodge a report. After writing down the report number, the lady says she will direct me to 2nd Level Technical Support. Wow, even their Technical Support Department have Levels! Heh! I didn’t know that. Anyway, the guy in the 2nd Level Technical Support told me that he will contact local technician and send them to my area to check on the port in the Pizza Box. And that guy said it will be resolved within 24 hours!

Sure enough, at 3pm, a technician came. He is the same one who came around 5 times in two months period few years back. He’s the one who fixed my miscapped problem that time. He checked my modem, restarted it, and still see no sign of DSL going ON. Then he say he will go to the pizza box and fix the port for me. After around 30 minutes, I see my modem’s DSL started to blink, then it goes stable. He called me to confirm whether it is working or not. He then said that he will close the report for me.

And for the first time, after 2 hours calling them, they sent a technician to fix the problem. Previously when I called them, it took them at least one day before a technician came to check on the problem. Are they getting better on the Technical Department? Or is it because I am not as angry as Mr Chua when I called the hotline? Well, I do hope they can maintain this efficiency, or perhaps making it better. :happy:

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