TM’s apology: Customers are our priority 

Updated 7 years ago · Published on 19 Feb 2019 8:57AM · 12 Comments

THANK you for bringing this to our attention. First and foremost, we deeply apologise to Ms Caroleena D’Cruz and her father for this most unpleasant experience that clearly should not have happened.

We would like to assure all our customers that they are our utmost priority. 

We have immediately reached out to Ms D’Cruz to address her and her father’s concerns and resolve the issue.

Customer service is the cornerstone of our business and we will be taking learnings and implementing changes to our operating procedures to ensure a better customer experience.

Our aim is to do everything we can to ensure that all employees who represent TM are empowered to serve customers with the best customer experience possible. – February 19, 2019.

* This is Telekom Malaysia’s response to a letter by Caroleena D’Cruz published yesterday on The Malaysian Insight.

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Comments

  • Let's hope this is not just another essay and TM really upgrade their service towards their customers.

    Posted 7 years ago by Luke Skywalker · Reply

  • This seems like an impersonal, computer-generated letter with zero empathy for the pain and frustration experienced by the customer.
    Grow up TM!
    This kind of service model is unacceptable in today's competitive environment.

    Posted 7 years ago by Susheela Nadarajah · Reply

  • So fake, so nonchalant, so distant for an award winning company. I would have expected that TM would have had a caring system in the first instance. And since it had not, leadership should have responded responsible. Not a cold statement such as this.

    Posted 7 years ago by GRA Comm · Reply

    • The customer care system was badly engineered. So rigid without any sense and sensibility for discretion. TM failed to empower its downliners and partners. Board and Management are really World War Ii relics.

      Posted 7 years ago by GRA Comm · Reply

  • At least get Ceo to write a personal letter than a standard stupid or letter

    Posted 7 years ago by Wen Chiuan Woo · Reply

  • Hahahahaha......

    Posted 7 years ago by Nasharuddin Hamzah · Reply

  • standard reply...only name of complainant changed.. so.. what's new?

    Posted 7 years ago by The Lone Ranger ... · Reply

  • Standard corporate polite reply.. 3 months went to Taipan Telekom.. at Taipan everything can do such as apply new line.. Increase Internet speed.. change address BUT not termination.. Was told to go to Telekom Cyberjaya in person... IN THIS AGE of technology.. Why insist customer to go all the way to Telekom Cyberjaya.. If Taipan can accept new lines why cannot process termination.. WHAT THE reason.. CEO PLS Explain rationale

    Posted 7 years ago by Roger Ngan · Reply

    • TM has got their priorities wrong.

      Posted 7 years ago by GRA Comm · Reply

  • It reflects on the leadership and the chain of command. Do those sitting in the ivory towers never go out to make spot checks and evaluations?

    Posted 7 years ago by Ravinder Singh · Reply

  • TM was privatized sometime back but clearly the old gomen mentality is still very much alive in its culture, while the bosses in Menara TM dresses in suits, big take home pay packets, chauffer driven everywhere including their spouses and to some extend their children too, sad to say they have not cultivate the customer orientated services. Please take a good look of yourself in the mirror. Shame on you TM. Instead of naming yourself as Telekom Malaysia perhaps Tyrant Malaysia is more appropriate.

    Posted 7 years ago by Teruna Kelana · Reply

  • Does your service agreement requires customers to come in person to terminate a service? In this age of technology, TM should make it hassle free for customers to terminate their service. They should be allowed to do so online. After that TM should inform them of their outstanding bills and that termination will be effective as soon as payment has been made.
    If life is made difficult for customers to terminate their service, they may opt not to pay their bills and let TM terminate the service due to non-payment. This will increase TM bad debts.

    Posted 7 years ago by Chin Kok Hai · Reply