After numerous encounters with poor service via the hotline, I'm giving this community a go to see if it's more efficient, more accurate, and more reliable. For some reasons, the hotline CSOs could never be sure of anything when it comes to procedures, and I tend to get different answers from different CSOs, which end up to be inaccurate anyway, causing me more troubles. I could go on, but that's a story for another day.
Back to current issue.
Brief background: Subscriber has to do early termination and intends to arrange for collection of equipments on site, but subscriber is not in Singapore, will not be present during collection, and is unlikely to be able to call the hotline personally. Instead, subscriber's family member will be at home to facilitate (and sign any documents if needed).
What I already know:
What I want to find out:
I have called in twice to enquire on procedures, with the second call (made today), but am still waiting for the final answer. To give the CSO credit, he did call me back, but the line had problems in the middle and I have no way to reach him.
First call: Told me about the related charges, and that I need to prepare a letter of authorization + subscriber's ID copy to authorise the family member
Second call: Told me about the related charges, collection is possible but follow-up instructions for termination will be advised by technician (really?!), and that I would still need to go down to the starhub shop personally to submit the LOA to authorise myself to handle the termination.
Btw, for this case (and previous cases handled), none of the CSOs could give a definite answer on such procedures. One even asked me to visit the shop to check for more accurate information. What is the point of having a help center that cannot help? I find this to be a major problem as it has come to a point where I cannot bring myself to trust the advice/instructions given by the CSOs, and it is too much of a hassle to personally visit the shops for advices.
I'm sorry that you've had difficulties getting the information needed for this special circumstance where the subscriber is not around. Since I do not have access to the account, I can only share what I can based on your post and will have to direct you to the customer care team if you need further clarification.
Since I have no visibility to the account in question, I would strongly suggest having the relevant team look into this again. Please send us a message via Facebook (https://m.me/StarHub) with the subscriber's full name, Hub ID and postal code where the service(s) are installed. Make reference to this post and we'll have someone advise you from there.
I understand that there will be some inconvenience since the subscriber is not around. However, we need to also safeguard our subscribers from any unauthorised modification including termination of services.
Thank you for the quick and clear reply, Howard.
Seems like this is a better platform to get clear answers and reliable recommendations afterall.
I understand the need to safeguard subscribers, but it is disappointing to hear that Starhub cannot process this without us visiting the shop personally.
Since we need to visit personally, I guess there is no point in arranging for the collection.
Anyway, I am heeding your advice, and will be contacting through facebook.
We'll see how it goes from there.
Thanks again for clarifying.
I'm sorry that I couldn't immediately address the need to avoid visiting the shop.
Perhaps you can explain the circumstances of the matter to my colleagues over Facebook.
I will also alert them to your post here and have them consider what is the best option for you.
If you still cannot address this satisfactorily, please feel free to send me a message. I will see what I can do to help!