TM Refund

Elly: I am Elly from TM. May I speak to Mr. Lee?

Lee: Speaking.

Elly: I found that you gave a rather low rating on your recent email conversations with TM. May I know what was the reason?

Lee: Could you see the email conversations on your screen?

Elly: Yes, I do. 

Lee: When was the starting of the email conversations? 

Elly: On 4th January.

Lee: Could you see related conversations earlier on?

Elly: No, I can't. 

Lee: Based on the email conversations which you could see, my low rating would not be justified.

Elly: I thought that so as you have been polite and courteous in your emails. 

Lee: Thank you. I have not been rude. However the related incidents before coming to this were not very pleasant. Unfortunately they have been separated into different report numbers. The earlier one was not included for rating!

Elly: I got what you mean. Could you tell me what happened?

Lee: Sure. When I switched from Streamyx to Unifi, I got my Streamyx service terminated. 

Elly. Yes.

Lee: However the Streamyx bill did not stop immediately. I was still charged and I was overcharged. 

Elly: I see.

Lee: For that I wrote to TM in September last yesr asking for a refund.

Elly: OK.

Lee: The person who attended to me confirmed that I have been overcharged and said that refund would be sent to me by mail in 3 months' time. 

Elly: That's our standard procedure. 

Lee: I understand that. However my problem is I am having postal service problem in my area. So I replied saying that if TM were to send me the cheque by normal mail I would not be able to receive it. 

Elly: I see.

Lee: I also requested that either the cheque be sent to me through courier service or be credited into my bank account. 

Elly: Fair enough. 

Lee: However the next person who attended to my email told me that my request could not be entertained as it is the standard procedure. All I need to do was to monitor the postman!

Elly: Wow!

Lee: Obviously I wasn't very happy with that reply. I wrote back and said that if TM insisted to do that I would never receive my refund. I also suggested that if my earlier request was so difficult to be entertained, could they simply send the cheque to the nearest TM Point so that I could personally collect it. 

Elly: That's possible. 

Lee: Anyway the following person who replied to my email told me that I could applied to have my refund credited into my bank account. All I needed to do was to submit all the relevant document after 3 weeks from my last bill.

Elly: That's good. 

Lee: I wrote back and thanked her, her name was Norin. I told her that she has given me back my confidence in TM!

Elly: Thank you, Mr. Lee. You are very kind.

Lee: I always tell the truth. If it is good I will always say it. 

Elly: Then what happened?

Lee: After 3 weeks, I submitted the documents as requested.

Elly: And?

Lee: I was told that I could only do it after 3 months.

Elly: I am sorry. 

Lee: It's fine, Elly. So after three months I resubmitted the documents and the rest are what you could read on your screen now!

Elly: Yes.

Lee: I found out that there were many staffs responded to my emails. 

Elly: Yes.

Lee: That's where sometimes confusions happened!

Elly: That's true. 

Lee: Only one more thing. 

Elly: What's that Mr. Lee?

Lee: When I was informed that my request for refund has been processed and the money would be credited in my account, TM said they would close that report and requested for my feedback.

Elly: That's our standard request so that we could improve on our services.

Lee: Yes, I agree with that. However, my case wasn't closed until I see the money in my bank, right?

Elly: Err ... I guess you are right. 

Lee: So I wrote back and told them that only until I have received my money I would give my feedback. And I did it. 

Elly: Yes, Mr. Lee. You did. 

Lee: So, it seems that I have unfairly rated the second portions of the email conversation if you do not know what transpired before that.

Elly: I agree with you, Mr. Lee. That's why I called. 

Lee: I knew someone would call, so I am prepared to answer all the questions. 

Elly: Thank you for that, Mr. Lee. 

Lee: The reason I gave a low rating was to have an opportunity to explain what happened. I few that some staffs who attended to my emails earlier have not been knowledgeable enough or have not truly paid attention to what I wrote. Some even gave me misleading answers which gave TM a bad name.

Elly: I am glad I called you, Mr. Lee. 

Lee: Thank you for listening! 

Elly: Thank you for your honest feedback, Mr. Lee. 

Lee: My pleasure, Elly. 

Life Lesson 101: Always pay attention to what we are doing! 

#LifeLesson101 #CustomerService #TM