Sampah Nonsense

Jarring Jaring Ditunjuk Jari Tengah

- Trashed by SampahMan @ 11:12 PM

Venue: Broadband Users Anonymous
Setting: Place where people can rant about their broadband service

Background Info: Hi, my name is *****. I have been a loyal Jaring user since 1996. At the start of the year, I decided to get Jaring's wireless broadband because I could not bear with 56K speeds anymore (pampered by work place Internet speed). Since signing up for this service, I now question my loyalty to yet another company that has so much upside and potential to be special, but fucked up just because some knucklehead drafted some stupid company policies.

1. Calling customer service does not allow you to EVER speak to a qualified technician.
- I called regarding some connection problems I was having (FYI, my Internet connection was down for 2 weeks), and could not manage to even speak to someone who was qualified to help me troubleshoot my connection. So, please don't tell me to turn my wireless station at a 90 degree angle again, because I probably tried that before I called.

2. Customer service fails to deliver on promise.
- So I didn't manage to talk to someone. And Mr. Customer Service opened up a problem ticket for me and submitted it to the technical team, and promised to get back to me within 3 days. 4 days later, and my connection still does not work, guess who called back? Me.

3. Technical team takes 3 days to deal with 1 problem ticket, with no resolution.
- When I called back, Mr. Customer Service #2 told me that technical team hasn't gotten back yet, and said will be back with the 'diagnosis' soon. So, after ranting and bitching about how the Internet is my only connection to the world, and how my at home business is suffering as a result(yeah, right, like THAT would work), I put down the phone and decided to wait. 2 days later, Mr. Customer Service #x calls back and says along these lines: "Hi, Mr. ***, technical team has taken a look at your problem, and here are a few suggestions:
a. Move the wireless station to the Master Bedroom, just because another subcriber with the same problem who lived 2 streets away managed to solve the problem this way. Highly highly unscientific suggestion, that didn't work anyway.
b. Turn the wireless station at a 90 degree angle. WTF? Come on, you kidding? No, Mr. Customer Service #x was NOT kidding, I repeat, NOT kidding. 4 years getting a degree in Computer Science has given me some sort of intuition that this is not gonna work, but heck, I tried it anyway. And I felt stupid doing it. And that was 2 months ago, and I still feel stupid. Oh yeah, that didn't work either.

So the technical team failed to solve my problems. So Mr. Customer Service #x tells me that he'll be submitting this report to Technical team to look at again, and he will call back 3 days later. Wow, is that great support or what?
(Jaring KnuckleHead Corporate Bigwigs Thought Process: Hey, you dickhead. You're only paying us 100 bucks a month to USE our service. I'm even letting you talk to our sexy male customer service agents at a local calling rate. That's cheaper than phone sex, so shut up or ship out.)

Decisions decisions. Do I wait 3 more days, or do I return the damned thing? I chose to wait.
(My Thought Process: Ok, if my Internet does not improve after 3 days, then I'm returning it. I'm getting intermittent connections now, but it's still intermittent and not "always-on" as claimed by Jaring)

So eventually, the Internet improves to its original speeds (thank god they did a major upgrade in my area), and I decided to keep my Internet connection. Happy Ending yes? Well, yes and no.
Why yes? Mr. Customer Service #whatever did not call back within 3 days, which means I don't have to listen to anymore bullshit.

Why no? Well, I've been using the service now without any problems, in fact, I am quite happy and satisfied with the service now. But recently, Jaring changed some terms and conditions. Now, the wireless station will not be available for a discounted purchase after the initial sign up period (free rental), and will only be available for rental after the sign up period for 20 bucks a month. Well, I'm fine with that, since I'm planning to return the damn thing after my 1 year sign up period anyway. I'm pretty confident there's going to be other alternatives to Jaring, or maybe Jaring KnuckleHead Corporate Bigwig gets replaced)

4. Petty Penalties
- At the end of my sign up period, I would have to return the wireless station. This was expected because it was spelt out in the terms and conditions that I signed earlier in the year. But Jaring recently introduced some new policy:
Penalty For Lost or Damaged Components
Here are some ridiculous items:
1 Yellow Bag RM5.00
1 Quick Guide RM3.00

Summary of it all: That means I owe Jaring RM5 for a missing yellow bag. Hot damn. What a great way to retain your customers. Thumbs up!!! Your customer service agents are real special people.

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