I bought a Happy Prepaid Card on 12 Jun 2016 (Sun), planning to use it for data roaming in Batam Indonesia. I activated the data roaming plan on 15 Jun, the morning before I left for Batam, following the instruction stated on the website. I thought that I would be able to surf the moment I landed in Batam. I was totally wrong. I was not able to connect and it kept displaying that I have a network issue. Thinking that it was my fault, I dialled the number on the booklet that come with the preapid card, double check my setting again and again but could not get the issue resolved. Later in the day, I tried to use the phone to make a local call and received a voice message telling me that I am not able to make any calls. I tried dialing starhub customer service number but was not able to get the call connected. I thought it was my phone and changed phone phone but the issue persisted. When I was back to the hotel, I tried to call the customer service using another line.
The call started well with the customer service understaing the issue I am facing and I was tranferred to the mobile department. I was put on hold for around 5 mins before the call was picked up again. I was told to repeat the story again and put on hold while they find a solution for me. The wait was about 10 mins and somebody picked up the call. I repeated myself the third time only to realise that I was back in the general enquiry department again. I waited for another 10 mins before somebody in the mobile department picked up. I was totall frustrated by the customer service insensitivity for making me wait on the line after telling them that I called from oversea. The customer service staff told me that they are not able to resolve the issue and will get back to me with 24 hours. I told them that I would be back to Singapore by then but the customer service rep (Farizah) doesn't seem to care. She told me that if the customer service is to call me back when I am in Batam, I would be charged ID rates (for trying to resolve a problem related to their service. When I asked to speak to the manager, I was told the same thing and that's what they can do. The manger told me that he will call me back when I am back in Singapore on 17 Jun but nothing happened.
I decided to call one more time to ask for a refund for my new prepaid card since I was not able to roam with it (which was my primary purpose for buying the card). The customer service manager Prem told me that they are not able to do the refund in cash but can do a refund to my other Starhub services. But I have none and was told that therefore, I cannot get a refund. I am totally frustrated and decided to share my experience here so that others will not get cheated.
Thanks for sharing the "couldn't care less" attitude you experienced with Starhub's SUB-standard customer service agents ... Guess you're not the odd one!
Starhub used to provide excellent service when I first started using their Prepaid & Postpaid mobile back in year 2000... But as the customers base grew over the years, service level went down in opposite direction!
I'm suspecting that
-They employed too many interns or part-timers and NOT giving them enough training in term of Product Knowledge and Customer Care ....especially those at 9850 0000 & firstname.lastname@example.org
- or, the agents to customers ratio is unbalanced, such that the agents have to met some harsh KPI eg. resolve call in 10min or less?
Of course, there are still GOOD customer agents around but very very rare
Please prove me wrong just like how my view of this community forum was changed somewhat after Santosh Rai took over !
Firstly, apologies on the experience you have encountered.
I have send you a PM asking for further details so that we can assist you further.
Hope to hear from you soon.
Once again we are sorry about the experience you have gone through.
We will be here to assist you, should you require any form of assistance.
Thank you and have a great week ahead!
I have the same issue! The app doesn't recognise that I've installed the APN and keeps asking me to install it. This happy roam card is not making me happy.
Hi Jasml, Could you PM us your NRIC/FIN number, mobile number and email? Do provide a screenshot of the APN settings as well. We will assist you further. Thanks.