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Installation delay + Poor customer handling

Esteemed Commentator

Installation delay + Poor customer handling

Signed up for Starhub broadband 2 weeks ago, till now I am still living without the internet. 

 

Installation service was given to us open date 11/3 or 12/3, wife called to request 12/3 but was insisted that they only giving us 11/3 6.30pm to 8.30pm slot, and we cannot change the appointment as if we are their staff and work on their schedule. But fine. 

 

Cancelled a meeting, rush back home after work. Netlink sent technician fixed up fibre point 5.45pm, and we waited for Starhub installation to come. Past 8.30pm, no one turned up. Called Starhub hotline to enquire, but was told the appointment - which they insisted - was cancelled without our knowledge, claiming there was a product problem. Does Starhub manufacture fibre, router or modem?  

 

Sales department called next morning 12/3 to tell us they escalate our case to specialist. Didn't the issue escalate to "Specialist" the night before? Anyway, no one called back till a day later, already gave up hope and want to switch to Singtel which I think would be more reliable albeit more expensive plan. 

 

They only offered to waive 50% off Netlink installation charge but I have already wanted to switch to other providers. Only then, "specialist" need to check with sales department if they can waive off 100% off the charge. Btw, my signed up during online promo which stated that :

  • FREE first Fibre Termination Point installation worth up to $288.90 for new customers only (Limited Time Offer)

 Didn't sales department escalate to "specialist"?

 

Told them I can't trust their service and still want to terminate the contract. But "Specialist" threatened to me to pay termination fee. Offered me to wait 2-3 more days again for installation. Up to this point, my wife and I have spoken to 4-5 starhub guys and none has the decency to even offer an apology. 

9 REPLIES 9
Community Manager

Re: Installation delay + Poor customer handling

Hi dlhc20, we sincerely apologize on this unpleasant experience. Let us check on this. Do PM us with your details to assist you better, https://bit.ly/2S5w5qq   

 


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JT1
Esteemed Commentator

Re: Installation delay + Poor customer handling

I'm encountering the same issue with StarHub, how was your issue resolved? I waited for 8 weeks just to get a router, now router is there but it does not work... again i am being promised someone will call to fix but no one has turned up yet...

 

I was planning to cancel but was told there will be cancellation charges... so im stuck with StarHub. 

 

Highlighted
Esteemed Commentator

Re: Installation delay + Poor customer handling

We can't do anything but wait. Basically, they locked us in even before services are commenced to us, just because we signed up.

 

When I told them I no longer want their services because of their delay the tele-woman just flatly told me to pay for early termination. How is it early termination when I haven't get to use a single byte of data! 

 

Anyway this is long-past for me, I will terminate Starhub once contract is over. Till now, no one offered any apologies or compensation or sort. 

 

Sad to say, I think you can write to IMDA and file a complaint. Starhub promotes itself as "World's fastest band", but it took months to set you up! HA HA

 

Community Manager

Re: Installation delay + Poor customer handling

Hi dlhc20, we apologize on the delay. We'll look into the matter. Do PM us with your account details via https://bit.ly/2S5w5qq   



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

Has someone helped you?
Say thanks by liking the post.

Has your post been solved?
Let others know by marking the post using the "Accept as Solution" button.

Home is where the ♥ is
Esteemed Commentator

Re: Installation delay + Poor customer handling

Hi Debbie, 

 

My issue has long past. Nothing you can do will likely make me continue with Starhub after my contract expires. 

 

Please look into the issue asked by https://community.starhub.com/t5/user/viewprofilepage/user-id/80377 on this page.

 

 

Community Manager

Re: Installation delay + Poor customer handling

We apologize on the long wait. The team is looking into the matter of JT1. 



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

Has someone helped you?
Say thanks by liking the post.

Has your post been solved?
Let others know by marking the post using the "Accept as Solution" button.

Home is where the ♥ is
JT1
Esteemed Commentator

Re: Installation delay + Poor customer handling

Thanks dlhc20!

 

I am also resigned to my sad fate. Same with you, good bye StarHub for me. I am about to renew my Starhub mobile, so I decided not to renew anymore.

 

I am now patiently waiting for Starhub to call me. I am tired of calling the 1633 hotline and explaining my predicament again and again... and being promised again and again that someone from StarHub will call me. 

 

Will it be better if I complain to Case? 

 

Community Manager

Re: Installation delay + Poor customer handling

Hi JT1. we have notified our customer service team on this matter. They will check and udpate you. Thank you for your understanding 


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Esteemed Commentator

Re: Installation delay + Poor customer handling

Hi JT1, 

 

Well to be honest, complaining to CASE or IMDA is just raising attention to authorities. Whether a positive outcome will happen or not for you, I simply do not know.

 

That said, it is already two months in for you that Starhub is not fulfilling its part of the contract. I believe Starhub has already begun charging you as your Internet Service Provider. If you are not being able to use your internet as a result of their failings (obsolete/damaged devices), make sure you challenge the Starhub guys to waive off those months' charges!