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2 Messages

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2 Points

Mon, Nov 16, 2020 2:18 AM

Starhub TV subscription issues with really bad customer care

Hi, 

We came to Singapore recently. We got 5 postpaid mobile connections. The process was easy. So, in early September, we requested Starhub for a 2mbps broadband connection and 2 Starhub TV connections. A survey person was sent to check connection and see if everything can be installed. He confirmed that the house is ready for broadband and TVs. He suggested we buy one more beacon for wifi. We agreed to that. On the appointment date, the installation professional showed up with only one TV set-top box and the broadband. He said he can only install one TV and broadband. We got that installed. We requested for another appointment to install the other two Set-top boxes. The new installation person again shows with one additional set-top box. He says that the other two rooms are not ready for set-top boxes and he will make a new appointment for engineer to come and survey. The engineer come and says he has to do wiring all over the house. We told him that we are surprised that the initial survey person had confirmed that TV can be installed. He then suggested that we use converter in those two rooms. We agreed to his suggestion. He said that sales person will call again to make the appointment. This was September 26. Since then we have called more than 12 times and the sales people say they have no idea. When we insist on speaking to manager, they say manager will call back but never calls back. When we insist on speaking to the original sales person who interacting with us, they she she is not available. When we request to speak to the sales person we spoke to the last time, he or she is invariably on holiday that day. We requested that if you cannot install 3 set-top boxes, our connection be terminated without early termination penalty as you guys have not honoured the commitment. The standard answer is that we will call back. Once a person called back and said that we will have to pay SGD37*2 for two converters. We agreed and he said he has made an appointment for 19th October. No one showed up pn 19th. We called back and the new person says there was no appointment for 19th october. We then called thrice before a lady called back to say they can install but the installation charge for the same device is now about SGD75ish per device plus an additional device for SGD80. So a total of SGD250. We asked why the previous person informed us at SGD37 and she is double that plus some extra. She said. she will call back but never called back. When we speak to the new sales person, they say the call notes from previous calls are not updated and they will call back but no one calls back. We are frankly appalled by the level of customer service. We are really frustrated and would seek advise on how to solve it either ways. The two options are (a) cancel the contract for TV and broadband without early termination; and (b) Starhub honours its initial commitment and install two more set-top boxes without charging huge amounts that were never told to us before we signed-up for the service. 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

1 y ago

Hi @shru1290, we are genuinely sorry that we have not met your service expectations. We understand that you are frustrated about this. Please know it's not our intention to make things difficult for you. As much as I'd be glad to assist you, unfortunately, I'm unable to access your account details here to give you the best option regarding your concern. In this case, may I trouble you to please contact my colleagues via Facebook Messenger by clicking for further assistance? Rest assured, they'll be able to help you. Again,  I am very sorry for the inconvenience.

2 Messages

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2 Points

Thanks. The Facebook messenger is a Chatbot. It doesnt knows anything and says they can only answer simple questions. Unfortunately it has the same response as the sales team i.e. "I will arrange for someone to call". 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

If the bot is unable to answer your questions, it will redirect you to our Customer Support agent. Alternatively, you may also contact us via this form. If you have a Twitter account, you can also send us a direct message. 

 

 

(edited)

~ Carla

 

 

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