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Inefficiency On Service

Valued Commentator

Inefficiency On Service

Hi all, 

 

Here is my story and have yet to be resolved !!! Well done Starhub. 

 

 

To whom it may concerned, I would like to express my great

disappointment regarding your Customer Service for being inefficient and

constantly miscommunicating throughout 2 months of investigating an issue

regarding my StarHub Cable. It all started from activating my Open Net &

installation of StarHub Cable TV. Sales agent Anne set an appointment for

an engineer to activate my Open Net a few days before the installation of

my StarHub Cable TV & WiFi (01/04/19). A result of 'NO SHOW' from the

engineer to activate frustrates me as I took a day off from work and being

self employed means I will not be PAYED for that particular day. what

frustrates me even more was that no one is coming and no one informed of

any rescheduled appointment. So of course I had to dial 1633only to be

fumed with anger after learning that Open Net is a third party contractor

which led to a dead end as StarHub can't access to their system for any

scheduled appointment. Nonetheless you CS calmed me down and told me he can

only see there's an appointment set on 01/04/2019 for installation which I

will already be able to enjoy StarHub cable and Broadband services despite

no activating Open Net. On 01/04/2019, along came your field engineer (

Engineer ID : P00209 ), he informed me that can't proceed with the

installation as Open Net has not been activated. He told me to sign off for

him and told me to contact CS. Called in 1633 and requested to speaks with

Anne which she called back a few minutes later. Expressing my anger and

frustration to her, she totally understand as it's almost a month to

complete the installation and paying for your service. Anne handled the

situation professionally and told me instead of 3 months free subscription,

she promised me 6 months free subscription which I happily agreed and I

thank her for her service recovery. 3 months past, bill were paid

accordingly, was very happy with the services, almost forgotten about the

experience of the process of installation etc then came the bill for the

4th month. The bill figure was more than usual and again I called in to

rectify the cause of this. I spoke to your CS named ' Peace ' ( pardon if i

typed her name wrongly) only to inform me that free subscription is only

for 3 months. After explaining about the problem she told she will call me

back within 48hours. 48hours turned to 168 hours or more. Called in 1633

again and spoke to 'Kitty', explained the situation again and I requested

to speak to 'Peace' who is unfortunately off and 'Kitty' mentioned she will

get peace to call back within 48 hours. I did mention to kitty about my

bill and she told me to ignore it my bill. Again waited more than 48 hours

and there's no return call from whichever CS and by this time my bill has

been accumulated for two months $268. As you read you can see how patient I

am toward the service that was given from you CS. As usual and almost like

a routine, I called in 1633 only by now they transferred me to the cable

department which all the while I have been speaking to the mobile

department. I spoke to a lady CS and asked if she could call me back at

1600 hours and she said she could but it will be another CS who will be

attending to me as she is not allowed to call back and an outward bound CS

will be calling me and who will be able to assist me further. 1600 til

2200, nodoby call me and I was stood up again and again and again and again

and again and again and again and again and again. The next following day I

called in 1633 and this time the lady I spoke with was the closest to

solving my issue. She assured me she will try her very best to resolve this

god forsaken mystery. This lady at least provided me with the idea to at

least filter down the date so that the higher management could listen to

the voice log between me and Anne. But on my end I couldn't remember at

that point which was the specific date I spoke with Anne therefore it'll be

difficult to trace. I thank her for her assistance and I told her I will

try to recall the exact date which I spoke to Anne and will call back

again. A few days later after brainstorming I finally recalled I did signed

on the Engineers tablet which was linked to my email but I wondered why

didn't any of ur CS mentioned anything about this and I?m sure u guys

should train them and prepare them for such scenarios. After recalling I

checked my email and there was an email regarding the work log that was

unsuccessful on 01/04/2019 and that I signed off for your Field Engineer

(ID P00209). It was particularly on that day that I spoke to Anne regarding

the 6 months free subscription as part of her service recovery. Having the

information I called in again 1633 and spoke to CS Sham from the mobile

department and requested to the transferred to the cable department and he

suprisingly he firmly said 'CAN't' and I told him I am not gonna explain my

situation again but unfortunately I did. Moving on I provide him with the

information and told me he will put up my case and urged higher management

to investigate as only higher management have access to voice logs. He

mentioned another CS will be calling me the next day to solve my ongoing

issue. Finally, a lady from I can't remember from which department spoke to

me on 14/09/19 ( Note : A day late ), informed me that my case has been

investigated and she mentioned according to Anne based on the voice log,

Anne actually mentioned 3 months free subscription and 3 months free rental

of the set up box. I explained to her that was not the case and if it is I

wouldn't accept the offer if I had known Anne had broken down the details 3

months free 3 months free and honestly if I were to compare the price of

rental I don't give a **bleep** as it's less that $10. Therefore if it's

possible I would like to listen to the voice log myself which of course

it's impossible or you will investigate further as I clearly heard 6 months

free subscription not 3 months free subscription 3 months free rental. Sad

to say it's my words against her words as I don't have documents or soft

copy to prove but it's only at ur end which you people can prolly cover

your end of the story, I can't believe such issues can comes down to a

conspiracy. After this I still have accumulated bills I just have to settle

WHICH YOUR STAFF TOLD ME TO IGNORE ALONG WITH THE LATE CHARGES AND TO

ENDURE THE FALSE PROMISE THAT WAS MENTIONED BY YOUR STAFF. LOOK HERE, I

HAVE BEEN CALLING AND STOOD UP AND CALLING AND STOOD UP AND CALLING AND

STOOD UP AGAIN AND AGAIN AND AGAIN. I DEMAND YOU TOOK AN ACTION ABOUT HOW

INEFFICIENT YOUR SERVICE ARE TOWARDS YOUR CUSTOMER !!! NOT TO MENTION YOUR

STAFF HAS TAKEN MISCOMMUNICATION TO ANOTHER LEVEL. I HOPE TO HEAR TO HEAR

FROM YOU SOON AS SOON AS POSSIBLE AFTER READING THIS LONG WINDED STORY OF

MINE. PLEASE CONTACT ME AND MAY THIS STORY BE AN EYE OPENER TO THE HIGHER

MANAGEMENT !!! Looking forward to the most qualified person to speak to me

thank you.

 

THIS EMAIL HAS BEEN COMPOSED AND STARHUB REPLY WAS ... it still clearly, firmly stated that their staff mentioned 3 months free rental for the set up box, and ignored about their staff telling me to ignore my bills for Teo months and therefore Late charges are being imposed to me !!! WELL DONE STARHUB !!! By the way my contact is [Removed due to personal particulars]. Left my number on every EMAIL but no one has been calling even after I demand to speak with Qualified Higher Management.

 

4 REPLIES 4
Community Manager

Re: Inefficiency On Service

Hi Shahrizan84, kindly note as we have stopped processing account related queries on StarHub Community, please direct your query over to Facebook messenger  (http://m.me/starhub) or Twitter Direct Message (https://twitter.com/StarHubCares) for assistance. Thank you!

- Julaina
Administrator

Re: Inefficiency On Service

Hi @Shahrizan84 

 

I'm sorry that you're having such an experience. I will ask the relevant team to look into this immediately. I have removed your mobile number from the post as this is publicly viewable. Let us reach out to you if we need more information from you. 

 

 



Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub Smiley Happy



Valued Commentator

Re: Inefficiency On Service

Can I have an exact date ? I have been waiting forever.
Administrator

Re: Inefficiency On Service

Hi @Shahrizan84 

 

I was told that one of our colleagues responded to your email yesterday at 11:53am to request for more information. If you can respond to my colleague there, they'll be sure to follow up with you. 



Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub Smiley Happy