TM owns the router, but charges customers when it fails. MCMC Complaint attached.

vanguard
Contributing Citizen ✪

TM owns the router, but charges customers when it fails. MCMC Complaint attached.

1. In April 2022, TM UNIFi's internet service was disrupted.
2. I called technical service.
3. A technician arrived and mentioned the router was faulty. The router was replaced.
4. After 2 days, the router failed again. Another technician arrived. Again, the router was replaced.
5. The original router was branded FiberHome. The new router is TP Link.
6. TM is now charging me RM 188 for the router and RM50 for the service.
7. I am bound until Feb 2023 to a 2 year contract. Under UNIFI terms of service, page 3:
"TM’s Equipment" means any equipment owned by TM and includes such equipment leased to Customer or installed at the Installation Address including but not limited to Broadband Termination Unit (BTU), wireless router, VDSL wireless modem or any part thereof and such other equipment or modem provided by TM to enable usage of the Service by the Customer
8. TM has no right to charge me for their equipment. They provided the router and now they are charging me for their own equipment. They charged my credit card without informing me, no email, no call and claimed the technician explains. There is no email no written confirmation nothing. Everything is via call.
9. The FiberHome router provided was very poor quality. I did not choose this router, TM provided the equipment. After 1 year, the router has failed, and now TM are charging me for THEIR equipment.
10. I want the fee of RM 238 refunded in full and terminate my UNIFI subscription immediately.

 

MCMC Complaint Details For 0522-01-0012856-TM

 

Let this be a reference for all TM Unifi customers

 
 
4 REPLIES 4
2D_Ackerman
Sheriff

Re: TM owns the router, but charges customers when it fails. MCMC Complaint attached.

Hi @vanguard ,did you make the report regarding this issue, you may contact their channel here> https://home.unifi.com.my/support/contact-us. Provided this for their reference: MCMC Complaint Details For 0522-01-0012856-TM  

 

TM 100-Call 100
Live Chat - https://maya.unifi.com.my/
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_yesri_12
Sheriff

Re: TM owns the router, but charges customers when it fails. MCMC Complaint attached.

hi @vanguard have you tried to contact their support? It is better to contact their support for further assistance and explaination for this issue. I believe each equipment provided comes with a warranty. Unless when the device is faulty beyond the warranty period then only customer will be charge for the replacement but I advise for you to seek their support team for further assistance since you have made a report to MCMC also.

mitie88
Sheriff

Re: TM owns the router, but charges customers when it fails. MCMC Complaint attached.

If the router is beyond warranty period, there will be charge for replacement if you opted for one time charge and not contract renewal. From what I understand, the wireless router is complimentary given by TM during installation. 

As for the credit card charge, do you subscribe for Autopay? If Autopay, it will deduct based on the bill amount. If there is dispute on bill you may contact unifi first.
You may contact their CS at any of their support channels (https://unifi.com.my/support/contact-us) for better clarification. I'm sure there is explanation on this. 

vanguard
Contributing Citizen ✪

Re: TM owns the router, but charges customers when it fails. MCMC Complaint attached.

For further reference by all customers, TM have confirmed :

  • that the RM238 (188 for router and 53 for service charge) was wrongly charged, and
  • I have been refunded in full, and 
  • that the wireless router is TM property and
  • as such has confirmed in writing to me on 26 May 2022 .

 

To the others who replied, are you TM staff? or volunteers? Obviously I have contacted support or are you unable to understand English stating that I have complained to TM as well as MCMC.  Your replies have zero value to this topic, I advise you refrain from posting unnecessary and uninformed opinions, and only refer to and understand the written official terms & conditions from Telekom Malaysia Bhd, not your own thoughts. 

 

Dear TM customers, remember based on Unifi T&C, 

"TM’s Equipment" means any equipment owned by TM and includes such equipment leased to Customer or installed at the Installation Address including but not limited to Broadband Termination Unit (BTU), wireless router, VDSL wireless modem or any part thereof and such other equipment or modem provided by TM to enable usage of the Service by the Customer

 

If you have been wrongly charged in the past, please contact TM for your refund.