Just when I told my problems with Starhub were solved, more troubles came. So, here goes, a letter to the head of customer services of Starhub. Just to make sure I am heard, I have also copied this email to the CEO, President and a few other senior staff at Starhub. I promise to post any responses received.
Dear Miss Diana Lee,
First of all, let me apologize for writing this terse note to you and members of your senior management. But seriously, I have no other choice.
Perhaps if you have can be patient enough to listen to my complaints, you will understand why.
I called Starhub last week because I was moving house and wanted to have my cable and wireless internet service transferred. I called early because I am moving from a condo to a rented house and I know there will be some issues that needed to be sorted out.
The customer service officer Jeffrey(1), told me that he was not trained to handle landed property sales but he will ask someone who is to call me. But despite that, he spent quite a bit of time gathering information from me. I can only assume that he was taking all the notes and passing it to the next person who could help me.
I waited 3-4 days and nobody called. So I called Starhub again, and spoke to a Justina(2). To my horror, I was told that there was no record of my conversation with Jeffrey. I had to tell Justina what my request was.
I got very furious and asked to speak to someone senior and a Simon(3) came to the line. He confirmed that there was no record of my conversation with Jeffrey. Again, I had to repeat my request to Simon.
It became very clear to me that nobody is taking note of my request, which explained why I had to keep repeating my addresses and my telephone number.
Next, I got a call from Angie(4), who took a lot of pain to explain and sort out my situation. An appointment was finally met for a contractor to hook up my line May 2. But to my surprise, she did not know that Simon had also called me.
Just when I thought everything was settled, I received a call a few days later from a Alan(5) (he said he was from direct sales). Alan’s first question was whether I have any account with Starhub. Do you know how atrocious that sounded?
I told Alan I didn’t think I should be talking to him and asked him to get someone from 1630 to call.
Minutes later, a Dino(6) called. He said that Alan was not supposed to call me and he didn’t know why either. I asked to speak to Angie but she was on leave.
Dino called again and I tried to make sure everything I had settled with Angie are still in order. I asked him if my five-year subscription at my new address can be terminated after one year (length of my lease). He said NO. I told him Angie told me I could, he said he had to check.
Upon my request, someone senior came to the phone. Kelvin(7) was very cool and reassuring and told me Dino was wrong and what Angie told me were correct. I asked him how was I supposed to feel if I had been put through all these?
Today, Angie called again to check on a form that was supposed to be faxed. After sorting it out, I asked her about what I went through and if they were normal. She said no, and the staff are going to be counseled. But she confused me this time by telling me that actually, Jeffrey did leave a message after all.
OK, are you counting? Are you lost? Are you frustrated? Do you feel my pain? I hope you are answering yes to all my rhetorical questions.
Let me help you. It took seven of your staff to settle one very very small request.
In my last shot, I told Angie very sternly: promise me that I get my service on Friday and nobody irrelevant will call me from now on.
Well, I don’t know how you are feeling now, but I have been boiling over this saga since it started.
I don’t know whether my complaint is going to be serious enough to warrant an apology from any one of you. But I am going to post it on my blog and get some moral support from people who may have gotten the same bad treatment from SCV.
Shame on you.
Kay Chin
