U

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1 Point

Sat, Sep 4, 2021 11:37 AM

Unprofessional Technician - Eng Chuan

I'm a customer who has been with Starhub for so many years and writing to feedback on the unacceptable behavior of your technician by the name of Eng Chuan. 
There is a need to voice out on this matter because a consumer should not suffer at the expense of your slippage.
Firstly, the 4 pm to 6 pm appointment on 04 Sep 2021 was the only available slot that fit my schedule. 
Your technician has been calling me since 12.13 pm. Our family was out and I only get to respond at 2.50 pm to inform him that we will only be home at 4 pm.
I sent a confirmation at 4 pm that we will be ready for him in another 5mins.
Nobody came to the door at 4.05 pm. Nobody called.  (Do note that your technician has been very good at calling since 12.13 pm and every other hour till I responded!)
Question: 
Why didn't he call when he is at the door? 
Why is he not answering when I called back immediately after I received the notification from Starhub?
If my slot is 4 to 6 pm, shouldn't that be the allocated time to finish my job???
I received a text at 4.10 pm stating that your technician arrived and nobody answered the door??!!! Right now, I'm forced to work around my reschedule so that I can get my installation done?
I kept to the appointment time and we rushed home for this! This is unacceptable!
What is the problem with your technician to kept calling every other hour? Has he got nothing better to do? If 4 to 6 pm is the slot, keep to the slot and be professional!
I hope Starhub will look into the working attitude of your technicians where I believed more consumers will suffer from similar treatment.
I would expect a reply on this.
Carla_P

Moderator

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5.5K Messages

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3.2K Points

2 m ago

Hi @user_bcfe44, we understand your frustration, and we are genuinely sorry for all the trouble this unpleasant situation has caused you. Please know it's never our intention to make things difficult for you. We thank you for taking the time to share your thoughts with us. It is through your feedback and comments that we identify areas that need improvement on our end. Thank you! 

 

On a side note, have you rescheduled your appointment? 

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