I purchase an iZZiyou wireless broadband package on 1st of November, 2007. Settling the 12 months payment with my RHB Credit Card for the 0% interest free installment, through their reseller Thunder Match promotion booth at Low Yat Plaza ground floor.
I still remember how I ask the salesperson that day before I made the payment. I asked him, “To entitle for the 100% refund, including the activation & registration fees, the ONLY condition is to return it within 7 days? No other condition?” And the answer I get is a very clear and absolute “Yes! As long as within 7 days.” And I was very satisfy with the answer, thinking that it should be good enough to allow me sometime to try out the connection and stability before I commit to 12 months usage.
And once I went back home, quickly set it up, and try out the connection. But the result is disappointing. I only received 30% of signal at my living room, where I usually do my work and surf net. So I called up their helpdesk, told them I am not satisfy with the signal strength, then we do some testing at different location in my house. And I realized that I can only get 80-90% signal strength when I am at a corner of my room and the balcony. So I told them that this is not acceptable, it will be such a joke that “mobile wireless” actually limit my mobility in your own house!! And I can’t be working in my balcony at all times. Then the helpdesk personnel told me that perhaps my house is located at a blind spot and thus only the balcony can receive good signal. They advice me to purchase the external antenna to boost the signal, but that totally defeat the purpose of mobility with the antenna attached to your laptop! And we need to pay it ourselves but yet no guarantee the problems will be solved. So they said I could return back the equipment set to them and get the full refund.
And during this period of time, my friend and I actually took the Izziyou device out to many location to tryout, to see if this is the problem only happen at my house or others too, as we love the idea of the mobile wireless, it would be very convenient if this service provide is acceptable. Thinking that in the future when the signal strength & coverage get improved and I might come back to subscribe their service in the future. On 6th of November I called the helpdesk again, to asked them about how long will I get my refund. They told me it would be approximately 1 month time, and if I take it back to the HQ office, the refund would be expedited. Then I told them, if I return back to the reseller which is located at Low Yat Plaza, I may do it at night after working hours or at the Public Holidays on 8th Nov (Thu), but if need to bring back to the HQ, I can only do it on 9th Nov (Fri). I asked them if I bring it back to their HQ on Friday, would that be a problem, as non-working day on 8th Nov should not be counted and that would make it within 7 days, and the answer I get is “No problem”.
So I went to the iZZinet HQ at Menara Olympia, Raja Chulan. And it took me so much trouble to fight against the traffic to go there, hoping they would help to expedite the refund process. I passed the full set of equipment to a girl named Lee Lin, signed a document for the refund and left, with the hope that I would get my refund asap.
And this is the best par to of the story, as of today - 10th January 2008, 2 months had gone, there is still NO REFUND coming thru. I have been calling their office (03-21720888) in this 2 months time, to ask them about the progress, and this Lee Lin girl keep on telling me different version of the story:
- We are working on the request, the payment should be ready next week, would you like us to issue a cheque or directly debit into your account?
- I told them I want the direct debit option and give them my bank account no, but after 2 weeks, no payment coming thru
So I called again after 2 weeks, below are the feedback provided
- I’m sorry, we are still working on it, it should be ready next week, I will call you once it is ready
- No call receive from iZZinet or Lee Lin, another 1 week gone
Then called again, another version of the story below
- I’m sorry, your cheque already with us, I will ask the office boy to bank into your account by this week
- I gave them 2 weeks time, for “the office boy to bank into my account”, “surprise surprise”, nothing is coming into my bank account again
This time I am really really pissed, so I screwed the Lee Lin girl on the phone, and lo and behold, her new story
- I’m sorry, your cheque is still with the office boy, he still have not bank in it, I will ask him to do it asap
- I told them that I should not be the one that suffer due to their inefficiency, I want the refund to be in my bank by end of the week, and I want their manager to speak to me if this is still not be done by the end of the week.
Finally, last Friday – 4th January 2008, there was a girl calling from iZZinet, somehow I just could not recall her name, should be their manager, told me MY REFUND IS NOW IN THE DISPUTE, because of my “more than 3Mb of usage”, and they claimed that this term and condition is written on their website. And they are going to issue the refund but minus RM98 out, because they have to CHARGE ME FOR ONE MONTH USAGE because of the >3Mb download, EVEN THOUGH I ONLY USED IT FOR LESS THAN 7 DAYS. Below are the feedbacks I gave:
- HELLO??? You gave people 7 days trials and you expect people to use less that 3Mb???
- Maybe is MY MISTAKE that I did not read anything about this at their website, BUT your sales person ASSURE me that returned within 7 days is the ONLY condition I need to fulfill, that means your salesperson is NOT TO BE TRUSTED???
- And your staff follow-up SUCKS, because I have to CALL EVERYTIME, even though the Lee Lin girl promised to call me back to update me the progress, but every time I called, there is different story given
- The LEE LIN is LYING every time I called!!! Because the update she gave previously was the payment / cheque is ready but the office boy have not bank in. That means your staff is NOT TO BE TRUSTED???
- CHARGE ME ONE MONTH SUBCRIPTION FEES for the LESS THAN 7 DAYS USAGE, that is a very easy money for iZZinet to earn!!!
I literally scream at the manager until I am at the verge of losing my voice because I am really ( X infinity ) PISSED!!!!!! And I felt so CHEATED!!!!!! At the end of the conversation, she said she would discuss further with the company, and she would call me back TOMORROW.
It is 10th January 2008 (Thu) today, and no call receive from iZZinet, no surprise, because with the suckish customer service they had been provided, what will be a surprise anymore?
So my conclusion on this matter is
- IzziNet Broadband 100% Refund within 7 days is a hoax (with so may hidden term & condition, <3mb>
- IzziNet personnel – from SALESPERSON, HELPDESK, STAFF & MANAGER, their word is NOT TO BE TRUSTED, either inaccurate information provided or even worse, they lied. But guess what, consumer is the one that pay for the price!
I am telling you people about my experience (a very bad one) with iZZinet broadband, presenting the verdict here, serve as a warning, to whoever that wanted to consider such service; because I certainly don’t want anyone to be cheated in the same way.
But of course, the decision is always in your hand!
Still Very Piss & Still Waiting For My Refund,
YeeLing
Me & BiBi @ Sunway Lagoon surf park - Thanks to Darren, the just in time camera man ;)
Me after the show
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