It’s regarding
- Ongoing delay of service (complaint 1)
- Below standard customer service (complaint 2- 12)
Complaint 1) promised 24-48 hours static ip setup, waited for 7 days, still not setup
- 10 Jun 2021, I requested a 24-48 hours static ip setup
- 12 June 2021, I called again to follow up the issue
- now it's 17/Jun 2021, the static ip is still NOT setup yet
Complaint 2) Wrong Transfer to Wrong Department up to 5 times, huge time wasted
16/Jun/2021
- I called the small business technical support line, I identified myself to an agent, my name, address, purpose of call, the phone was ended, no agents call me back
- I called again, I identified myself to an agent again, my name, address, purpose of call, the phone was transferred to a sales team
- I called again, I identified myself to an agent again, my name, address, purpose of call, the phone was transferred to a residential technical support team, not a small business support team
- I called again, I identified myself to an agent again, my name, address, purpose of call, am agent refer me to another agent, I need to identify myself again
Complaint 3) No one delivered any promises with a reasonable timeline
- When you request a timeline to the resolution of a problem
- The standard answer is "we don't know the timeline"
Complaint 4) I am the authorized person to the account,
- which has already been identified on 10/Jun/2021, formally recorded in the account with my name, email, phone number
- yet, some agents require me to verify an SMS PIN from the account owner
- some don't
- some just require the address and my number
- some don't
- some request the account holder's name and DOB
- some don't
- it's very confused the way TPG handling the very same step
Complaint 5) Technical support agent call ended randomly
- I had to repeat the whole process again and again
- it happened 2 times while I was placed on hold
- it happened 2 times while I was speaking to an agent
- My phoneline is 100% healthy, and never had any issue to any 3rd party in the past.
Complaint 6) Technical support agent with terrible noise at background,
- animal barking, ** CROWS, machinery noise,
- online forum says it's TPG staffs working from home in Filipino villages, I think that’s 99% true
- My phoneline is 100% healthy, and never had any issue to anyone in the past.
Complaint 7) Technical support team on 12/June/2021, didn't escalate the static Ip issue,
- I had to call again on 16/June, wasted me 4 days.
Complaint 8) Team leader Ann said the issue will be fixed generally on the same day (16/Jun/2021),
- she sent me an SMS saying she will keep me updated on 16/Jun/2021
- but no update after the SMS
- I had to called the TPG call centre manually again on 17/June/2021
Complaint 9) The resolution process is completely NOT up to standard
- who is the case manager
- who will deal with the technical side
- who will call me or message me
- when will it be done
- Absolutely NO customer service level whatsoever
Complaint 10) The note the agent written after each phone call is not fully accurate,
- every time I had to correct certain details, or repeat certain details
- I had to request a read out of what they write down every time to verify the details being correct.
Complaint 11) There is no case manager for a single case, everytime I had to
- no direct email number, only the general
- no phone number
- repeat the same story,
- speak to different agent,
- correct the same wrong telephone records
- request the same escalation
- follow up on the same delay
Complaint 12) There is no case number until i requested from supervisor Ann
