Sometime at the end of September my 5-year old Aztech DSL305E ADSL modem finally died: the DSL light refuses to come on.

On 1 Oct 2009, I called 100 and was given a ticket. In addition, the support guy said:

- modem is ok
- even though DLS light is off it does not mean modem is damaged
- something wrong at their side because windows gives “limited
connectivity” status on taskbar.
- hence, they need to “reset their port”
- to be completed by tomorrow
- they will call my handphone tomorrow to confirm that line is now ok

The next day a local TM contractor called me and said “port has been reset”.

But when he heard me saying that DSL light is totally off even when
disconnected from phone line, he immediately said “modem definitely
damaged, it’s not a port problem.”

He also added that “no such thing as lifetime warranty – only 2 years max”. For good measure, I also attempted to reconnect, as expected, cannot.

On the 10th of October, I bought a new modem and it worked perfectly.

When I called 100 again on 19 Oct 2009, 5pm, the lady on the line said:
(i) yes, my Aztech modem is on lifetime warranty
(ii) yes, the modem has been recorded as damaged in their system (!!).

But I was told (i) by the support guy on 100 but the opposite from the
support guy in KK. And I was told (ii) by the support guy in KK but
the opposite from the support guy in KL!

Anyhow, the lady then told me to now go to any TMPoint, quote my
username and they will give me a new modem on the spot.

I went to TMPoint Sadong Jaya 21st October 2009 afternoon and the guy at the counter said:
- yes, my package is lifetime warranty for the modem
- TMPoint does not give out replacement modems over the counter
- The usual procedure is: TM technician has to go to my house to
verify that the modem is indeed broken, then replace it there and then
- Some of the staff manning 100 are new, hence “they don’t fully
understand TM’s procedures”
- He then sent an email to a technician requesting him to contact me to verify that the modem is indeed broken and after that to
proceed to replace

On the morning of 23 October 2009 a TM representative called and said:
- definitely only 1 year warranty; he has all my records
- I have to buy my own replacement modem (as I have done)
- TMPoint is a subsidiary of TM and they sometimes “just say something
to please the customer”; same with 100

Conclusion: TM & its associates giving customers the runaround, silos in the company. I might have had more time on the PS3 as a result, but this is going to MCMC.

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