Astro.

I'm not the kind of trouble maker and are usually quite patient as a customer. If I have issue with your product and filed a report, as long as you give me the commitment and prompt update, I'm totally fine with it. I wouldn't go all over to scold or nags at people.

I'd like to give people space and time and I believe everyone just working to make a living. I am not working in a customer front line and I'd like to believe too that every company have its policies and procedure.

Being said that way, I also trust that it is only fair to the customer if they are kept updated with the latest follow-up. Which very seldom company does so. I'm much disappointed in such a service. Sometimes, the customers themselves have to keep follow-up and chase the agent for that matter. What an irony!

I don't know how it was done in other countries but most of my encounters in Malaysia are educating me that these agents sometimes will block your call or pretend to not read your email.

If I were to continue discussing how unreliable our customer service here, I wouldn't be able to get into my point.

Here's some background.

I've installed Astro IPTV back in July 2014 after my house renovation. So as the appointment date, came 2 person from Maxis co-Astro installer, and 2 person from TM to install the fiber optic. So we let them do whatever they're good at, trusting that they'll do a good job. After they left, we then realize that the TM who install the fiber optic has damaged my newly installed down light's rim!

Here's some photo...

This photo shows how the fiber optic is through our down light

This shows that it was cut to allow the fiber optic to pass

Another angle of the depth

See the white paint at the wire? It was purposely painted over so that we, the customer, will not notice it if we didn't really realize what happened. How smart!

When we realized what happened, we lodged a report over to Astro. Which is difficult too because the hotline doesn't have such an extension to "customer service". All they have is the options to language selection, installation query, technical query, and some purchase i suppose.. but nothing regarding customer service. I guess they're too detailed on the options part to directly connect to individual department.

I have no other choice but to call into any department to speak to the operator, and hopefully he/she will transfer me to the customer service department. I'm really sorry if you're the operator that got my complained thought this issue wasn't really your fault. It's just not your day, friend.

Anyway,  I was directed to send the image over via email to Astro customer care. Which I did. The next two working days, I got phone call from Astro, that they will send people over to my place that weekend for investigation. Which they did, with misunderstood of time. I was told that they will arrive at 12:30 but they ended up arriving at 2:30 and told that the agreed time was 2:30pm. Two person came and thought it was a installation problem. When my dad told them it's not and showed  them the damage, they did nothing but just taking photos of the damage and promised that they will escalate the report to the management.

Not sure if they did or not, After two weekends of no reply, I made another call and appointment with Astro again to follow up. This time, I am very certain that the agreed time is 10:30am. That weekend we waited. and waited.. and waited. Almost 1:30am I called back to the center. Furious, I asked what happened.

"In our report, it was updated that customer agreed to postpone the time to 2:30pm" .. WTF. I did not. I couldn't get the name of the person who updates the remark. All they have is the department which updates it. In fact, it was so difficult to get through that number that they used to call me! It was just a land number but no one picks up every time I call. So I asked the operator to put a remark that I DID NOT CHANGE THE TIME. That's the end of it.

I hear no news from them, I waited till 2:30pm, no one came. I called up the installer guy, because he is the only contact person I have. I asked for the TM installer's number, who installed my fiber optic. He said he used to delete all the numbers of contractors once the work is complete. Fine. So I asked him how he would deal with this issue and he asked me to send him the pictures of the damage for him to show to his manager.

That's was it. No more updates ever since. Waited, waited, and waited. It's already 2015 now. pfft.

ASTRO.Such a reputable company would ignore its customer.

If any of you would want to install this Astro IPTV, be sure that you CHECK their work. Thoroughly. This kind of service sucks.

Sometimes my movie has some interruption due to network. Although it is much better compared to the satellite dish. You be the judge.