<TABLE cellSpacing=0 cellPadding=0 width="100%" border=0><TBODY><TR>StarHub woes: Problems cancelling digital voice setup
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->I WRITE in frustration as well as to warn readers of my unpleasant experience and predicament. While at a StarHub shop recently to buy my daughter a cellphone, I was persuaded to sign up for its digital voice service in my home. I subsequently received a call bringing forward the installation to Tuesday morning, to which I happily agreed.
During the site survey that day, the contractor and I agreed that, due to technical issues, we would not proceed with the installation. Later that evening, I discovered my home phone lines were not working. A call to SingTel that night revealed that my phone line had been ported to StarHub, and StarHub would need to port it back to SingTel.
Since then, I have made about seven calls to StarHub to resolve the issue. It takes a long time for the calls to be answered. Still, I was assured repeatedly by StarHub that the matter would be escalated and I would receive a call from the sales department - but that did not happen. I also sent an e-mail message to StarHub's customer care early Wednesday morning - no reply from them either. Finally, the contractor called me at about 5.30pm, and said he was communicating with StarHub and SingTel about it.
A call to SingTel again on Wednesday night revealed that it was StarHub's responsibility to port the line back. Further calls to the contractor went unanswered. While all the staff were polite, they all had similar refrains - 'We are very sorry', 'We will escalate' or 'We will get back to you in an hour'. And of course, StarHub's sales office opens only during office hours.
After more calls to StarHub, a temporary line was installed in my home on Thursday evening, pending porting back of the line in a week's time.
My questions are:
- Why did SingTel port the line to StarHub when the technical issues of the line were not yet determined?
- Why did StarHub or the contractor not port the line back to SingTel immediately the job was cancelled?
- Why did StarHub not contact me about the situation as promised?
- Whose responsibility was it to port the line back?
- Why did it take so long?
- Why does the system not take care of itself? Why must the customer to spend time and energy to set things right?
N.V. Subramanian <!-- end of for each --><!-- Current Ratings : start --><!-- Current Ratings : end --><!-- vbbintegration : start -->
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->I WRITE in frustration as well as to warn readers of my unpleasant experience and predicament. While at a StarHub shop recently to buy my daughter a cellphone, I was persuaded to sign up for its digital voice service in my home. I subsequently received a call bringing forward the installation to Tuesday morning, to which I happily agreed.
During the site survey that day, the contractor and I agreed that, due to technical issues, we would not proceed with the installation. Later that evening, I discovered my home phone lines were not working. A call to SingTel that night revealed that my phone line had been ported to StarHub, and StarHub would need to port it back to SingTel.
Since then, I have made about seven calls to StarHub to resolve the issue. It takes a long time for the calls to be answered. Still, I was assured repeatedly by StarHub that the matter would be escalated and I would receive a call from the sales department - but that did not happen. I also sent an e-mail message to StarHub's customer care early Wednesday morning - no reply from them either. Finally, the contractor called me at about 5.30pm, and said he was communicating with StarHub and SingTel about it.
A call to SingTel again on Wednesday night revealed that it was StarHub's responsibility to port the line back. Further calls to the contractor went unanswered. While all the staff were polite, they all had similar refrains - 'We are very sorry', 'We will escalate' or 'We will get back to you in an hour'. And of course, StarHub's sales office opens only during office hours.
After more calls to StarHub, a temporary line was installed in my home on Thursday evening, pending porting back of the line in a week's time.
My questions are:
- Why did SingTel port the line to StarHub when the technical issues of the line were not yet determined?
- Why did StarHub or the contractor not port the line back to SingTel immediately the job was cancelled?
- Why did StarHub not contact me about the situation as promised?
- Whose responsibility was it to port the line back?
- Why did it take so long?
- Why does the system not take care of itself? Why must the customer to spend time and energy to set things right?
N.V. Subramanian <!-- end of for each --><!-- Current Ratings : start --><!-- Current Ratings : end --><!-- vbbintegration : start -->
