Wednesday, August 5, 2015

YES, You are terrible!

For the past 6 years I've been living in Saffron condo using Extiva, no other ISP available for home users. There was no major issue about Extiva until recent year YES "took over" Extiva and 100% of reisdents voted to bring in another ISP which is TIME. When YES know about this, immediately they came up with the package of RM 129 10mbps unlimited data for Saffron residents. By then, after the voting spoken, I have moved to Capers 2 blocks away from Saffron. And you know what, because Capers was just VPed in January 2015 and they have full control over the management and everything in Capers, therefore we as owners (residents) have no choice but to subscribe YES. I knew about this during launching and I was okay with it, cos I don't see any other option based on experience in Saffron. Then again, RM 179 10mbps unlimited data for Capers. What did I say? Double standard! You see, RM 129 10mbps for Saffron residents, but RM 179 10mbps for Capers residents; this is so business strategy for monopoly. So I am pretty sure after 2 years, we owners will decide to change to another ISP, no matter what cost it gonna take us (I'm sure TIME can waive the installation cost if we all residents take up their package, just like what happened in Saffron).

Anyway, today I'm writing this, is not the price & monopoly shit. I never good in word, like my blog description stated. But I'm pretty straight forward guy.

I always forget my password for the web portal to login My Account. Make sense for everyone to just click "Forgot Password" and we can reset the password. So did I. But after changed to new password, I try to login again and it failed giving me the error message :

"The Yes ID or Password you entered is incorrect. Please re-enter your Yes ID and Password."

Then, what is the point of having the "Forgot Password" feature for user to retrieve their password or reset password? The only purpose of the automate feature is to make convenient to users as well as the server team. It is the most common feature in all website and even myself as Front/Back-end developer know about how to do this, but YES developers couldn't do this simple feature? Come on! Hired expat to work for you and they can't seen to solve the issue? 

I called YES Customer Service and they have only 2 customer service staff in charge for Capers condominium Internet service and a backend team for Capers Internet configuration. Now back to my issue, I called to ask why every time I cannot login after I reset to new password successfully? The answer is always the same and that is, "We will pass to our backend team to check on this and we will call you back later." I'm not blaming on the customer service staff. In fact I pity them for have to deal with a angry customer like me. Yeah! Of course I am still angry the moment writing this post. I'm pretty sure you will be angry too, after so many times reset the password and still cannot login to the web portal. 

Here's the screenshot I do just to show you:

First I click on the Forgot Password link.

Key in the YES ID so that they will send email with Reset Password link to your email address.

Then here is the email looks like:

After click on the Change Password Here link, below page appears and ask for new password:

After click on Save button above, response page is telling you that an confirmation email has sent to your email address.

Then, happily I go to the website and try to login with my new password.

BOOM! Failed authentication! I am confirmed I keyed in the correct new password. Why is this happening? If need us to call customer service to change password, then please dont put the link there to convince users that they can reset the password by themselves. 

For the past few months since I moved in March 2015, I had to reset the password every single time, even though I remembered my password and try to login, somehow it doesn't work as well. For more than 10 times! I never change a password for a site for more than 2 times man! This is hilarious, seriously! I laugh also when I think about this. 

There are actually a few more things to laugh about is, my account is HOME Internet and every month I get a SMS and automate Email telling me my account has reached 100% usage, and yet when I called to YES to confirm this, they said "Your account is unlimited, that is auto SMS & Email set by backend. You can ignore it". Of course I can ignore it, but God knows what happens to your backend team? Hire me please!!! Geezzz!!!

Look at the date, I still keep all the sms and email.

And D-link router that YES provided to Capers residents is unbelievably insane that they told me is customised just for Capers residents...they can simply login to my router remotely even after I changed my router admin login credentials. And first time installation was pretty messy and they just don't send a guy to do it for you at your home but 'activate remotely' and expect each resident to be IT savvy. I had to take 1 day off just to wait for the activation. 
Okay, there is an issue with D-link router. First time I login I can see More tables under Internet Setup menu, things like Internet username & password, choose Internet Connection Type (DHCP or PPPoE etc)...somehow they can "remove" the column under Internet Setup menu, so that user won't simply login to Router and change the info, AND user have to call YES customer line to request to do that? I know its not often that we open the router and change the account info like username and password but I just wanna take a look at it. I subscribed for this sh*t and I have my right. 

Is this even legal that they can access to our router simply & remotely just like that? 

And the bill statement is even weirdo. How can I say this. Let me give example. Internet bill to any ISP in Malaysia even Telco, they usually bill you end of the usage period (like a postpaid method) of 1 month, say 1st - 31st March and then give you a buffer period to pay the bill say "please settle the bill before 15th April." Right? Unifi, TIME, P1, Digi, Celcom, Maxis, UMobile etc and even Astro, they are doing this way right? Just for proof, I asked my colleague about their Unifi bill statement. Even my Astro, Digi & Umobile bills also same method. But YES does it differently. If the bill for period 1st - 31st March, they send the bill or sms on 1st March to you telling you need to pay this bill before 31st March. It may sound like a prepaid method instead of what other ISP is doing; although I can just pay the bill by 31st March for my bill stated 1st - 31st March. But it didn't give customer the buffer time to pay. Is this the right way to implement such billing statement?

I usually don't complain much until it really get my nerve, then I shout it out!
I don't mind paying so much since I already know this condo is tied to it for 2 years. But just do it right. If you do it right, I will be silent for what I pay.

And now at this moment, I'm still waiting for YES to call me back. 

No comments:

Post a Comment