I was having intermittent disconnection problem with Streamyx and called their Customer Service. Their technician arrived on a Sunday morning and said that the problem was on their side since one of their equipment was struck by lightning and another person would attend to it the following day. Another technician came the following day and said that the setting of my modem was faulty. I told him that I had not tampered with the modem and that I am getting intermittent connections to the internet.
A few days later I was not able to go online at all. On September 17 I called their Customer Service and the following morning I received a call from a technician that he would come later; but he never came.
On Monday I called again and this time the Customer Service person told me to do the ‘ping’ test and informed that there was nothing wrong with my modem and someone would attend to the problem. For the next four days I was calling Customer Service twice daily once in the morning and then in the afternoon and each session lasted for an hour or so. Each time I was given a different reason for the cause of the problem. First I was told that the cables are being repaired, another person said the cables were stolen and many customers are facing problems and finally I was told that underground cables are being repaired and it takes time.
On Friday evening a technician called saying that he would come the following morning. After eight days the system was restored, but on the following day I was not able to go online. On Monday morning I managed to contact someone. The technician came in the afternoon and restored the system. He said that the fault must be from the connection in the telephone pole and another person would come the following day to attend to it.
Every time I had to contact KL and no one was able to give me the name and contact number of a person in Ipoh. Why not give the phone number of the contact person in Ipoh which would be more convenient?
My system was down for more than eight days and when I asked Customer Service how to go about getting a refund they were not able to give me an answer. I still do not know how to claim a refund for the period the service was not provided.
Ipoh Echo’s comments:
Our office went through exactly the same scenario as that detailed above. Isn’t it time that Streamyx got their act together? Where is their service mindset?