Sunday, February 12, 2012

UniFi Nightmare!!


On Friday, a group of UniFi people came to my house to install the WIRED high speed broadband (HSBB) service, an upgrade from my Streamyx. I wasn't around as I had to work but Mom was in. What I thought would be a joy turned out to be a nightmare. First of all, they come in a group of 6-8 people. And I thought it's very unprofessional not to tell the user that they will send so many people as I know it's dangerous to be home alone especially a lady with so many strangers in the house. They could have told us that there will be so many people coming and at least we can arrange to have 2 people at home.



Then, they wanted to drill a hole from the kitchen wall to the computer room. Mom had earlier discuss with them on the place to drill. To her horror, when she came into the room, the hole was drilled at another location! Imagine this senario at your house. What would you do? I think I would scream at them!

After they have completed their job, Mom gave them some Mandarin oranges and also my bowl of chocolates full of Snickers, Dove, Galaxy and M&M's! Not only they are not grateful, they even make me lose my Smartag. My Smartag was left on the chair at the living hall because my car was at the workshop and Mom noticed my Smartag was gone after the installation. She tried to call me immediately and asked if I took it but unfortunately I was at a meeting and didn't answer the call. When I called back after 20 mins, they have gone and so is my Smartag with RM43 pre loaded in the Touch N Go card!!!

Mom called Unifi and lodged a complaint. A lady calls back after 3 hours and told her that she will investigate. After another hour, she called back and passed the call to the Installation Supervisor and he said that he asked his staff and none of them took it. Duh!! If I steal something, do you think I should admit it? What kind of answer is that? Is this answer acceptable to anyone who lose something after buying a service from your company? Then Mom even asked them if they will take any action if I were to make it known to the public through social media and also to the press. The lady said, "it's your choice." And so my choice is to share my experience with all of you.



After this incident, not only Mom has to waste money and energy making the calls, I had to buy a new Smartag and Touch N Go. I spent RM120 buying a new Smartag, RM10 on Tounch N Go new card and also another RM30 for credit on top of the hundreds which I need to pay for the Unifi service. Where is the justice?

I felt so angry and disappointed with the company. Not only they have a incompetent customer service department, they may have also hired dishonest staff which users like us may fall prey to. It's just a Smartag for my case but who knows other people might have similar stories. I have written to The Star about this and hopefully they can share it at the Letters column. This serves as a warning to others to keep a watchful eye should they want to install anything at their homes. Trust no stranger. Now, should a police report be made on cases like this?

A police report has been made finally!

The reason is not for me to take action against TM but to serve as a warning to others. Yes, these people might be contractors hired by the company but it's unfair for them to send irresponsible and dishonest people to carry out the job.


35 comments:

Anonymous said...

You should report police to back up your complaint. dont let the culprit escape.

Because if you don't, TM might sue you back for defamation.

Sean said...

yikes, that's really awful. i'm actually planning to get unifi at my place sometime this year too. i guess this will be a reminder for me to be cautious & watchful when they come to my place...

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Simple Person said...

8 ppl..... Wow...
Means that we r paying too much.... N they r making too much profit....
U should check others valuable stuff as well....
U r lucky just only a smart tag......

Anonymous said...

I had my Unifi installed recently and there are 4 of them. Luckily I had my sisters to accompany during the installations.

I had showed them to do the installation thru the Streamxy wiring path and required them to pin the cables neatly to avoid anyone from tripping over the wiring. The guy (I think is the Supervisor) told me why do I have so many requests. I just kept quiet without reply him.

Towards the end of all installation, they want me to sign those paper without bothering to let me try the internet which I told them to wait till I had done so.

They even demanded me to give them duit kopi which I had to give to get them out of my house ASAP (ie they are starting to ask personal questions - how many ppl in the house, where are you working and etc.)

It is only after 2 days that I encounter the some connection with my Unifi which I manage to get the TM ppl to check. It was found those ppl had done a bad work in the installation and the TM ppl said those work the installation are usually contractors.

It is best to have more ppl at home when these installation are in process.

Unknown said...

Those installers are not TM people, but outside contractors. You were lucky to get the installation done the first time around. Unfortunate about the loss of the Smart Tag.

Also, make sure that your Streamyx account is cancelled properly (this takes some legwork, and filling in of forms), otherwise you will end up having to pay two accounts!

Chong said...

There were 2 people involved during my unifi installation. A group of 6-8 is overdrive! Anyway, in regards to your TnG, did you call TnG centre to report lost? This way, they will cancel the card and you mighe be able to transfer the remaining funds to your new card.

Anonymous said...

more concerned with the thieves. do you get their photos through the camera? post them on the web.

foongpc said...

YES! YES! YES! Make a police report!!!

foongpc said...

Do they really need to send 6-8 people to your house?! How come never confirmed with your mom where to drill the hole?!

KY said...

the whole smarttag system is crap too. however, my unifi installation experience was a good one

Mavericko said...

Dont bother about pdRM, goto The Malay Mail... faster response!

Badut Nasional said...

TM still got the same old Telekom mentality... 1 man do job, 6 men snooping around!

A Arthur said...

Forget those jerks. Unifi is always over-stuffed and they still have a monopoly unlike other countries.

Hey you gotta have a hot date tonight. Go with your Valentine and enjoy the evening...

love
uncle arthur

Michelle Chin said...

This is quite frigtening....

Like Sean, I'm also planning to turn into a unifi convert but this made me a bit wary...

kt said...

Although your monetary loss is not much, you should proceed with the police report as a theft is still a theft. Teach the people who took the smart tag not to take things lightly.

Anonymous said...

Our Unifi is as slow as Streamyx. Now what is wrong? It takes ages to load you tube, what more to download a movie like everyone says?
- Ziling

CathJ said...

Thank you for sharing with us.. you did a right decision to make all the complaints...

Very scary story!!

suituapui said...

So terrible... Ya...should call them and threaten to lodge a report and sue. Such things should not happen. This is why I hate people coming and doing anything in the house...like the time when I got mine repainted. So stressful.

Aiman Nevermind said...

gosh!!!... this all happen and yet they(TM) still investigate and still didn't have any proper solution for such a business partner(contractors)..? I think TM should have better eye for their outsources(contractors) and should have so many way of interact with customer... TM was a GLC company, but their system was about to be 'echo over the voices' i guess...

Anonymous said...

One good habit to have, always keep your valuables out of sight in a drawer in your room at least before any guest arrives. My mom lost one of her expensive watches when she had a group of church members, their maids & kids over. She still has a bad habit of leaving her valuables around, unless one of us reminds her not to, I guess too trusting of our guests or just too absent minded. Another incident was, my mom's expensive perfume disappeared after the aircon repair workers came to service the aircon in her bedroom! Lesson, always watch the workers like a hawk & make sure they don't go near places they shouldn't be. We didn't think much when we saw one of the workers sitting on my mother's dressing table chair at that time...We didn't think workers were so brave to steal while on the job until the aircon incident.

Anonymous said...

TM are nothing more than a bunch of amateurs trying to play with the Big Boys. Most everything is farmed out 'cos they cant do it themselves. Their subcontractors are in it for themselves and choose to turn up when they feel like it. If you have a booking close to 5pm expect them to find an excuse why they can't make it. Happened to me and I still don't have Unifi installed. Probably a blessing in disguise. Nobody at TM seems to care - too busy eating noodles or sleeping I guess. My advice - go with the professionals - Digi and Maxis are leaving TM way behind. Regarding the thefts - what can you expect when TM themselves don't even know who is coming to your property to install. They simply don't care - its all about profit and is more economical to shed their responsibilites onto others. Time to put TM in the trash can.

Anonymous said...

lol... i read all the comment but.. did u know.. all other provider just rent a fiber optic that unifi use for their their service? tm help alot but the contractor it self do make problem.. and one more.. for the installation of unifi.. it is not easy for a 1 man job since it is a new wiring....

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