Telekom Malaysia has announced a 24-hour Unifi service restoration guarantee as one of its five new customer service initiatives under the #unificare campaign.
The company said in a statement that it aims to reduce downtime to a minimum with the new initiative. If the company is unable to restore connectivity within 24 hours after an official downtime report was submitted, the affected customer will receive RM50 in billing rebate compensation, which can be redeemed via the myunifi app within 30 days.
The 24-hour service restoration guarantee starts today (Nov 30), but compensation eligibility is only for Unifi broadband customers subscribing to plans with speeds of 100Mbps and above. Eligible customers will be notified via SMS and myunifi app. The company said Unifi SMS notifications will sent from the number 66555.
Other initiatives introduced include a Proactive Service Alert where customers will receive alerts via SMS and the myunifi app on Internet service failure. Customers will be prompted to submit a report and will receive updates about restoration progress.
Affected customers will also be able to view real-time updates about service and technical requests on the myunifi app through a Service Tracker feature.
The app also comes with an Easyfix feature, a visual-based tool for customers to self-diagnose and troubleshoot connectivity issues with simple DIY steps. If self-troubleshooting fails, a report will be generated for immediate action by the Unifi care crew.
It also announced the Unifi Elite initiative, where customers can book a slot with its team of experts for consultation and assessment sessions to improve WiFi coverage at their home or office. According to an FAQ, customers will be charged with a one-time RM120 consultancy fee which will be reflected in the next Unifi bill. The consultancy fee is waived for Unifi 500mbps, 800mbps and business package customers until Dec 31, 2021.
TM chief network officer Mohamed Tajul Mohamed Sultan said the increase in usage and demand for Unifi services following the pandemic has motivated the company to further improve the quality of its services.
“We are not resting on our laurels. We want to raise the bar even higher because customer experience is paramount,” Mohamed Tajul said.
The company said it has invested over RM1bil this year to enhance customer support capabilities and network improvements.
More information about the new customer service initiatives are available on this website.