starhub TV+ issues and service displeasure!!
I write with displeasure at the service provided by your customer care support and troopers.
I have been a Starhub customer for so many years though I am not really happy with the service provided on occasions i had continue with the service as Starhub do have reasonably good TV programmes.
However, my recent encounter with your team (technical and customer care) had made me write this email and to put on record that I am truly not happy and hope that the issue will resolve ASAP!
On Saturday 7 Nov 2020, I had upgrade my home to starhub TV+;
On Tuesday 10 Nov 2020, your team trooper came down to install and it seem to have worked ok;
On Wednesday 11 Nov 2020, i was not able to view my TV for any channels not even the local news; when i called the to resolve the issue, the technical team send trooper to fix it the next day;
On Thursday, 12 Nov 2020, the same troopers to came on tuesday, came with just a cable to try to fix it .. the conclusion he provided was that my TV HDMI (port 1 and 2) does not seem to be compatible to the new nokia TV+ modem!! Does this means that i need to change my TV? he mentioned that some other customers did experience such but not sure how it was resolved as he is only provided installation and troubleshoot on site. I called again the hotline 1633 to get it resolve ... as i will be paying for issues not resolved!!
On Friday 13 Nov 2020, another trooper came and tried to install with another new (same) device (perhaps it might be that the current new device is faulty). However, the issue is the same - blue screen ... and currently black screen when the TV is on. so even with the new nokia device it still does not shows any improvement .. blue screen. The trooper change the device to the old modem and it apparently seem to be working.
I do not know what kind of report was put up, he mentioned that someone will be calling me at 7pm to discuss on the next course of action. No one called..! and no one called the next day, Saturday 14 Nov 2020.
And i have been calling since then ... and everytime i called, customer service apologise and said someone will call me at 7pm when asked why cant the called be transferred to that particular person .. they are not able to that as not sure who will be calling.
last night, at 7pm nobody called and this is very disappointing !! if this is not resolve then i will escalate to the press on the service provided by STARHUB!! for your information, my invoice was received with due date on 13 Dec 2020! I am now just tired of calling starhub 1633 and had to listen and go thru the various click to get to the custmer service care consultants!
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