TM apologises to customer for bad experience


  • Nation
  • Wednesday, 20 Feb 2019

Telekom's acting group CEO and chief operating office Imri Mokhtar said revenue challenges continued to persist into the first quarter of the year, with intensifying competition and price erosion.

PETALING JAYA: Telekom Malaysia (TM) has apologised to an elderly customer who faced difficulties when he tried to terminate his fixed line subscription recently.

TM also assured all its customers that they were their utmost priority.

TM added that they had reached out to the customer and her daughter, and the issue was resolved on Tuesday (Feb 19).

Acting group chief executive officer Imri Mokhtar (pic) said TM staff personally visited to the family and admitted that it "should not have happened".

"Customer service is the cornerstone of our business. We will learn from this and implement changes to our operating procedures to ensure a better customer experience.

"Our aim is to do everything we can to ensure all those who represent TM are empowered to serve customers with the best customer experience possible," TM said in a statement Wednesday (Feb 20).

TM said it had made a renewed pledge on social media that 2019 would be the year they put all its customers first.

"A new TM that admits its shortcomings and strives to do better – for our customers and all our stakeholders – to make life easier for a better Malaysia," the statement read.

Communications and Multimedia Minister Gobind Singh Deo had tweeted on Tuesday (Feb 19) that action had to be taken to ensure that such incidents were not repeated and that TM's image was not jeopardised.

A news portal reported a woman's complaint about the difficulty her father faced when dealing with TM when terminating his fixed line subscription.

She added that her father, who had been a TM subscriber for the past 50 years, was asked to go to another TMPoint centre because the staff at the first centre claimed they could not terminate the subscription, resulting in her taking her father home as he had become exhausted by then.

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