Complaints-totally disappointed with Starhub-Return of HUB station BOX only
I Just did a Starhub cable TV recontract at Marina link Branch. I reached there at 3 pm and queue at counter to ask questions and clarify some doubts. I was later given a queue #2012 (current queue is #2007. Although it is only 5 persons in front, I waited till 6.45pm before it is my turn. I finished all my paper work by 8.30pm. I have no regrets with the queue as I know maybe this is 1 time only and I willingly waited for it, no complaints on this. I got a new HD hub station, but was told to return my old HD hub station within 24hours, or I will be charged for the additional rental . Time allowance was very tight, as I am staying in the hotel that day and have to rush home to try the new station and take out the old ones. I was told I can return back to Starhub at NEX instead.
The anger starts to build up as I return my Hub station to NEX Starhub. I reached at 2.50 pm Firstly, I need to queue for the counter to tell them I want to return the station, which takes me 30 mins, before a lady approached me, asking who wants to return any Hub station box. I was given a queue number #C7019 with a time 3.17pm and 10 persons in front of this queue #. I thought it is just returning only, and should not take long, so continue waiting. AT 3.56pm, there are 8 persons in front of me. I still endure, but I don't understand , I just want to return the hub station which I was told to return back only, why need queue so long. At 5.44pm, there are still 8 persons in front of me,, OBVIOUSLY, the queue is not moving at all. I requeue again for the counter to ask questions. Managed to find the lady while queueing, her name is Diana and I ask her if can take copy of my IC, or I sign acknowledgement for, authorization form, anything, if only I can return the hub station box, as I do not want to pay extra for the 24 hours limit starhub had given me, and if somebody can return on my behalf at another branch instead of queue 3 hours and still not my turn yet and I told her, I have no questions, Just return the hub station only. I also ask her how come my queue # is not listed and not moving (all starts with 1000 or 2000 series, but mine starts with 7000 series and not on the board) She told me give her 5-10 mins, and she will check. But she went to attend to other customers, and still look at me, and never response to my questions (totally ignored or short term memory forgotten who i am ).
I continue requeue for the counter, anger slowly building up, and have to repeat my questions why I cannot just return the hub station and need wait 3-5hours. The counter told me this is their process and procedures. I need to be around in person, and I need to queue up Just to return a hub station box. Everybody also do the same. So, I request them take my IC photocopy, then they can update their system when they free, not ask me sit for 5hours to return a box with no questions. He said no choice, everybody queue, i need to queue. I request speak to the manager. Manager of Nex branch - Jason Tong came out. I repeated my story,, body heated up already with anger and impatience. i told him, i already spent 5 hours at Marina link branch yesterday, and now, i need queue up again 3-5 hours to return an old box. I took a queue#, but the queue never moves, and i don't even know when is my turn, because it is not reflected to public on queue panel shown. I had to sms many times to check how many people, that is how i got my history that the queue i am in, which is "RETURN HUB STATION BOX" queue never moves. He told me Marina link is Marina Link. This is NEX Branch, so i have to continue queueing. Yesterday I queue at Marina link is a different branch. Now I return at NEX, it is different. When I ask why the rest of queue number is moving, he told me they come earlier than me..THEN , why I have a different series of queue number Starting C7019? And others is 1000 series, which is moving? And if series 7000 is a different queue, why returning takes so LONG? 3 hours, people return box only, but queue not moving at all? Does it take 3 hours for processing a person who returns a HUB box? Why is Starhub commitment NOT LINKED in terms of service and is being differentiated by BRANCH? Why Library also have drop book place, SINGTEL also have a place to return their hub station (my friend can drop the old hub station at Singapore Post Centre, where the queue of course is faster and not 3 hours minimum waiting time), WHY STARHUB is so RIGID in their process? WHY cannot they take our acknowledgement, or copy of IC and process later, if their RULE states we need return to their Branch? Where is the Flexibility and EFFICIENCY of STARHUB?
Of course, not to say, when I return to install the new hub station, I called back 2 times, because it was not setup properly . They did a "Refresh" in order for me to view Starhub programs (all blank except can watch our usual channel 5,8 U) and I called in 2nd time because my catch-up TV and on demand TV which I paid for, is all missing. Seems they forgot to reflect I am using a HD.