Sponsor A Child

Tuesday, January 25, 2011

Unifi Hiccup

One day I saw a reseller agent sitting under a TM Unifi umbrella just outside the guardhouse of my apartment. It means Unifi service is available at my area, so I decided to switch from streamyx to Unifi. After all, the additional costs is only about RM20 and I can get a 5MB service.
Ever since Unifi engaged resellers, the process becomes easier.  No need to register at TM Point.  Just sign up with the reseller, then they give you a confirmation number the next day and set the installation appointment.  I got my appointment about 3 weeks after I sign up.  Unlike TM, these reseller agents are more flexible.  They will even come to install on weekends, whereas TM contractors only work weekdays.
On Sunday they came for installation. Everything went smoothly except that we were unhappy with the telephone number. The agent forgot to check with us on the preferred number when the earlier selections were not available.  So I wrote an email to complain to TM Unifi, and when they got back to us within the same day to let us select our telephone number, I was delighted.
I thought: Such great customer service from Unifi...

That was, until I discover that the VOIP cannot work after changing the number.  We cannot dial out nor can anyone dial our number - there is always an engaged tone.  So I called the technical department to lodge a complaint, and on the same night a Unifi technician called me to arrange for house call to check all the connections.  The appointment was set for today, 12pm.
But the technician did not turn up.  I called Unifi twice and they said they would find out the reason the technician did not come.  I said I don't need an explanation, I just need to solve my phone problem.  I called 2 times, and then the service operator who called me back said that after investigation, the report said that the technician came to my house and changed the DECT phone.
"Mana ada?!" I was most surprised.  This whole Unifi affair is really testing my patience.
As of now, internet works fine.  Still no phone service. And still waiting for Unifi to call me back, hopefully they will set things right tomorrow.
Oh, and one more thing, if you are applying for Unifi to replace your existing TM phoneline and streamyx, make sure you tell the reseller you want to include the cancellation of phoneline AND streamyx after the Unifi installation. In my case, the agent recorded the cancellation of the old phoneline, but not streamyx. You would think this is common sense.  Luckily I checked with Unifi, but they asked me to go to TM Point to cancel streamyx service. I think TM still has a lot to improve.
Post-note: Problem fixed today morning, 27 Jan, after the technician came.  Phew!

No comments:

Post a Comment