Gee

For those of you who are still wondering about the Girls’ Generation video clip that I posted yesterday – the dance track is actually their mega-hit song “Gee”. Here’s the vocal version from this 9-member group:

I read with interest yesterday’s The Star, where Telekom Malaysia (TM) insisted that “we are not solely to blame” (p B2) – meaning, they are at fault but don’t just blame them lah! I guess coming from a GLC, this is pretty revealing; they are accepting blame (wow!). The quality of broadband continues to be a contentious issue and this is where incumbent Telekom is often labeled the culprit.

My point is simple. They have been having it easy all this while, raking in millions of revenue but not providing the equivalent level of service to their consumers. Zam Isa, group CEO of TM had said TM’s subscribers received at least 70% of the subscribed speed most of the time, in accordance with requirements of the Malaysian Communications and Multimedia Communication (MCMC). My own understanding of customer satisfaction is that paying customers must expect a level of service that exceeds 100%. So any shortfall in performance is certainly not acceptable. It’s simple arithmetic – 70% is still 30% short of that minimum level.

It is equally interesting to note that TM had pledged 3% of its revenue on improving quality of service. It is good that they have recognized that there is a need to do so. But c’mon, 3% is inadequate, niggardly, skimpy. So the question I am posing is “When can Malaysian consumers get the quality broadband service that we’re now paying for?”