Starhub Services You Might Come Across (13 September 2010)

24 September 2010: No reply.

We called up 1633 today, almost a month after we applied to the Starhub Home Hubbing Pack, repeated postphoning, and still, there was no appointment scheduled for today, Friday, 24 September 2010 in your system. They scheduled it to 25 September 2010, Saturday 11am – 1pm, lets see then.

They must have so many complain emails that mails I sent on behalf of, out keep bouncing back, hence the resend.

Sent: Wednesday, 15 September, 2010 2:20 PM
To: 'customerservice@starhub.com.sg'
Subject: FW: Resend: Feedback from New Starhub Client (22nd August 2010)

Sent: Monday, 13 September, 2010 6:21 PM
To: 'customerservice@starhub.com'
Subject: Re: Feedback from New Starhub Client (22nd August 2010)

On the 22nd August 2010, we applied for a new Starhub TV plan along with Internet at Vivo City. We were served by Novern (in short) at about 8pm after an almost 2 hour wait.

During our conversation, he tried his best to answer all our queries, but he wasn't very sure himself on the packages that Starhub had, we were confused as we were told different prices, then $29.96, but later on, after we left, we received numerous messages and phone calls from him throughout driving and our late dinner. The end result at 2130 hrs was that we had to buy one more group of TV to meet the minimum package of $29.96. We were patient, friendly, and I believed, very kind to be understanding as we could tell he is still new.

Then to our horror we realised that the split adapter given to us was the wrong type. Worse, the modem had no wireless capability which we already mentioned we needed for a tenant. My daughter had to get her friend down and spend a Sat to troubleshoot getting a separate wireless modem.

We also ported our old Singtel number to Starhub trusting in your service as well, and was told it wld take a week. Then it was postphoned to 3 Sept. But before I left for HK, I also received many calls from Novern as he had left out a form for me to sign. I was kind enough to have him email me, and I scanned, signed and emailed back to him. But when I got back, the line was not activated, this time Starhub said it will send someone down this Fri 17/9/10.

We have already explained the phone is very important to us as my mother has dementia and needs to call us every now and then.

Finally, still patient, my daughter’s bf sent Novern an sms on Sunday to check what was going on. Then yesterday, he sent another when he did not get a reply. This is the same person we helped, as a customer to expedite his end, the same person who ignored us completely when we had questions. The best part? We were told that we can contact him should we need any help.

We decided to write in as of 13^th Sept 2010 as there had been no replies despite promises.

The questions were:

1. They were in HK from the 30 Aug – 8 Aug, can Starhub extend the trial SCV period for another week since they missed the trial period?
2. We have a Eu Yan Sang $50 voucher that we forgot to claim, how may we do so?
3. What is going on with the porting of number?
4. We would like to change one group to CNBC.

All the service providers talk about customer service all the time, but until then, talk is just talk. This had been a really unpleasant experience especially for a new customer. If it were you, reading this, or any of your friends experiencing this, how would you feel? We also need to spend time and energy thinking back of what happened, composing and sending you this email, not sure if we will get any reply, instead of enjoying our cable tv. Such horrendous customer service does not reflect well upon the company, do you agree?

As such, we would like to terminate all services with Starhub and go with our old service provider who don’t give us such problems. Please advise if Starhub can waive off the early termination fees. My daughter’s bf will be our point of contact, he is contactable at...

Thank you.