Finally, they admit they can't do anything to improve the service quality in my area. I have asked them for compensation. In the end, it they agree to reimburse me 2 month worth of my Maxonline + Cable bill, which works out roughly to be 6 month of MaxMobile.
Nothing to cheer about this victory. However several lessons I learn.
1. Don't wait for 8 months later to complain.
2. Don't accept "we will improve our service, but won't be able to commit a deadline" crap.
3. Write to senior management when customer service is not listening. :)
4. Be reasonable, everybody is just trying to do their job.
Well, just got a Hubstation, and terminating my MaxOnline soon. One less service from StarHub, and from StarHub, one less pain in the ass. :)
Wednesday, August 27, 2008
Wednesday, July 2, 2008
Customer service in Singapore?
Is there really such thing as customer service in Singapore? I seriously doubt there is. There isn't any consumer protection at all in this region. Legally, nobody has the responsibility to ensure customer is satisfied with the service or product render.
Singaporean in general can't get together and voice out the unhappiness on services/products they received.
Is this a chinese thingy? I remember while I was studying in Brisbane and bought a computer from a Taiwanese computer store, and it broke down less than a month, and I was doing my summer project! I have to kick a big fuss in the compputer shops before they agree to loan me a CPU (celeron 500 Mhz). Before I kicked a big fuss, they told me the CPU repair will takes at least 6 months from Intel. My god, by that time, I would have return back to Singapore!
Anyway, will write more about what I have encounter next time! :)
Time to sleep, another battle to fight tomorow.
Singaporean in general can't get together and voice out the unhappiness on services/products they received.
Is this a chinese thingy? I remember while I was studying in Brisbane and bought a computer from a Taiwanese computer store, and it broke down less than a month, and I was doing my summer project! I have to kick a big fuss in the compputer shops before they agree to loan me a CPU (celeron 500 Mhz). Before I kicked a big fuss, they told me the CPU repair will takes at least 6 months from Intel. My god, by that time, I would have return back to Singapore!
Anyway, will write more about what I have encounter next time! :)
Time to sleep, another battle to fight tomorow.
Another email to StarHub management
In my last email to StarHub management, I didn't get a favourable respond from customer service. They told me to get a cable connection to my place. I simply asked if StarHub would be paying for the connection...
Anyway, wrote another email to Philip, Diana and CC Terry, it was nice of Philip to have written personally back to me assuring that they will look into the case.
Let's hope that tomorrow site visit by the technician/engineer will be able to determine the problem. Hey didn't they said they acknowledge the problem last time? Hmmm......
Anyway, wrote another email to Philip, Diana and CC Terry, it was nice of Philip to have written personally back to me assuring that they will look into the case.
Let's hope that tomorrow site visit by the technician/engineer will be able to determine the problem. Hey didn't they said they acknowledge the problem last time? Hmmm......
Saturday, June 21, 2008
StarHub Freedom to choose
It unfortunate that my very first blog, I'm talking about StarHub or StarSuck customer experience.
I had this problem. I subscribe to MaxMobile almost about a year ago when they launch the service. I expect the data service to be not comparable with MaxOnline service. The expectation is already being set!
The area I work mainly from Seletar Hill home, 8 months ago, I logged a call to StarHub customer service, regarding frequently connection drop in the area, the HSDPA signal switches to GPRS and back and forth very very frequently. This causes connectively issue where my connection becomes intermittent, and my VPN connection drops and requires reconnection.
What response do I get? They acknowledge the problem, and say they will improve the signal strength in the area. However my recent call with them 3 weeks ago, prove otherwise. They gave me the same bloody response, and acknowledge that they will improve the service, but refuses to commit a time.
This really frustrate the hell out of me. In the first place, my expectation is reasonable, I logged a call, StarHub acknowledge the problem, and say they will improve the signal strength, but 8 months down the road, nothing was done at all!
No choice, I write an email to terry_clontz@starhub.com (CEO), diana_lee@starhub.com (Head Customer Service, philip_tan@starhub.com (Head, Consumer Sales, Customer Experience and Technical Services) about my experience.
Didn't get any favorable answer, what was I expecting, miracle to happen? hmm... not really, I guess want these guys sitting at the management to be aware of the problems, happening at the ground level. A search on Google and hardwarezone shows so many complains.
Links to other complains, http://endoh.blogspot.com/2007/08/starhub-or-starbug.html, http://forums.hardwarezone.com.sg/showthread.php?t=1800929 (maybe I will update them later).
I have the Freedom to choose, and I will definitely choose someone other than StarHub!
PS. BTW, Philip Tan is a nice guy, and he is leaving StarHub soon. All the best to you.
Bad Starhub customer service
I had this problem. I subscribe to MaxMobile almost about a year ago when they launch the service. I expect the data service to be not comparable with MaxOnline service. The expectation is already being set!
The area I work mainly from Seletar Hill home, 8 months ago, I logged a call to StarHub customer service, regarding frequently connection drop in the area, the HSDPA signal switches to GPRS and back and forth very very frequently. This causes connectively issue where my connection becomes intermittent, and my VPN connection drops and requires reconnection.
What response do I get? They acknowledge the problem, and say they will improve the signal strength in the area. However my recent call with them 3 weeks ago, prove otherwise. They gave me the same bloody response, and acknowledge that they will improve the service, but refuses to commit a time.
This really frustrate the hell out of me. In the first place, my expectation is reasonable, I logged a call, StarHub acknowledge the problem, and say they will improve the signal strength, but 8 months down the road, nothing was done at all!
No choice, I write an email to terry_clontz@starhub.com (CEO), diana_lee@starhub.com (Head Customer Service, philip_tan@starhub.com (Head, Consumer Sales, Customer Experience and Technical Services) about my experience.
Didn't get any favorable answer, what was I expecting, miracle to happen? hmm... not really, I guess want these guys sitting at the management to be aware of the problems, happening at the ground level. A search on Google and hardwarezone shows so many complains.
Links to other complains, http://endoh.blogspot.com/2007/08/starhub-or-starbug.html, http://forums.hardwarezone.com.sg/showthread.php?t=1800929 (maybe I will update them later).
I have the Freedom to choose, and I will definitely choose someone other than StarHub!
PS. BTW, Philip Tan is a nice guy, and he is leaving StarHub soon. All the best to you.
Bad Starhub customer service
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