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Complaint (Regarding Starhub Power 3 Plan and Starhub call centre)
September 15, 2004
Today, 14 September 2004, at around 130pm, I was at Tampines mall Starhub Shop, unit 02-04/05. I was intending to buy Siemens SX1 at $238 plus a top up of $100 which will total up to $338. To my surprise, I was informed that because my plan is the Starhub Power 3 plan, I am only allowed to upgrade 1 phone which I did for the 98577758 recently this year.
Reason I was surprised:
1) I called a few days ago before going to Tampines Mall to confirm that I am able to upgrade on the agreement of a top up of the $100.
2) Before that, for the past 1 year, I have been going to Starhub Roadshows, and ALL the customer service officer over there, told me that I can upgrade, NO PROBLEM AT ALL.
The branch manager explained to me because it is all in the term and conditions. So I asked why I was allowed to recontract all my 3 lines at the end of 31 March 2003, she explained to me it’s once in a lifetime and convinced me that its had all along been this way with no changes done to the contract at all.
Okay, fine, that is nothing I can do anyway since the manager has put it so clearly even when I think its quite ridiculous as I am in total paying for 2 lines but could only upgrade 1 line as its is a promotion package back in year 2000. She told me the only solution is to split all 3 lines which I suspected the truth of it, since all my lines are under contract, am I really able to split up all the 3 lines now? I have a made a call enquiring about splitting of line a year ago and I was told I am not allowed as I am under contract.
Now, as I have no proof of calling before I came, I made a total of 8 calls to 1633 after I left disappointedly and angrily from the Starhub shop.
1) 3:06 PM 14/09/2004
Name: Max
2) 3:10 PM 14/09/2004
Name: Merrill
3) 4:07 PM 14/09/2004
Name: Arthur
4) 4:19 PM 14/09/2004
Name: Jose
5) 4:27 PM 14/09/2004
Name: Jbell
6) 4:37 PM 14/09/2004
Name: Daphne
7) 4:42 PM 14/09/2004
Name: Eldritch at 1st claims that I don’t even have to top up $100
He called back after 5 minutes and VERIFY that I just need to pay 100
8) 5:23 PM 14/09/2004
Name: Kaira
The above 8 customer service officers from 1633, I believe all from the same call centre, all told me the exact same thing.
"All I have to do is to go to any StarHub Shop and top up $100 SGD without having to do anything else. No statement or even a small hint is mentioned that I need to split all 3 lines to recontract."
I believed you are able to do a call retrieval to confirm if I am speaking the truth.
I believed if I were to continue to call the whole call centre, they would give me the same answer.
Well, I do not know if I can lodge a complaint to the terms and condition that I didn’t read beforehand 5 years ago that I am only allowed to recontract once in a lifetime for all 3 phones and after that, only allowed to upgrade for 1 line only.
But I do believe I can lodge an official complaint to the 8 officers I have spoken to for incorrect information given to me. If there is any quality assurance on these 8 calls, I believed they would have all failed.
But on the other hand, it is quite unbelievable that all 8 officers all give me the same incorrect information.
So I have decided to lodge a complaint to all the trainers in Starhub call centre for failing to properly train their staff.
I have been a loyal Starhub customer. I know it may seem like a common excuse to get some cheap gains but I am not. I have been with Starhub since its 1st launch at year 2000.
I happily subscribed for Starhub Power 3 plan, thinking it was a really great deal. Ever since that, if you would to check my father's account,Mr Shue, you just go and check how many Starhub services we have subscribed.
At that time, I agree Starhub is still building up, and the billing problems that occur and the poor reception that I receive, I ACCEPTED IT. It has even reach the point that when I am situated at Woodlands and got Malaysia network instead of Starhub network, and all my calls are charged overseas, and when I call the CSO for a solution, they can give me none. So what I can do is to off my phone in order not to incur any overseas charge. I ACCEPTED IT.
Now its year 2004, it's been 5 years. I know it may seem that Starhub still has a long way to go, but this is the limit.
Below is what I had quoted from your website. I am sorry to say that you would have a very long way to go before you can achieve such a vision and complete your mission.
"Our Vision:
To be Singapore's first choice for information, communications and entertainment services.
Our Mission:
To provide every person, home and business in Singapore with world-class multimedia services and content."
I hope someone is able to give me a satisfactory answer.
Thank you
Shue Wei Swee, Joe
Reason I was surprised:
1) I called a few days ago before going to Tampines Mall to confirm that I am able to upgrade on the agreement of a top up of the $100.
2) Before that, for the past 1 year, I have been going to Starhub Roadshows, and ALL the customer service officer over there, told me that I can upgrade, NO PROBLEM AT ALL.
The branch manager explained to me because it is all in the term and conditions. So I asked why I was allowed to recontract all my 3 lines at the end of 31 March 2003, she explained to me it’s once in a lifetime and convinced me that its had all along been this way with no changes done to the contract at all.
Okay, fine, that is nothing I can do anyway since the manager has put it so clearly even when I think its quite ridiculous as I am in total paying for 2 lines but could only upgrade 1 line as its is a promotion package back in year 2000. She told me the only solution is to split all 3 lines which I suspected the truth of it, since all my lines are under contract, am I really able to split up all the 3 lines now? I have a made a call enquiring about splitting of line a year ago and I was told I am not allowed as I am under contract.
Now, as I have no proof of calling before I came, I made a total of 8 calls to 1633 after I left disappointedly and angrily from the Starhub shop.
1) 3:06 PM 14/09/2004
Name: Max
2) 3:10 PM 14/09/2004
Name: Merrill
3) 4:07 PM 14/09/2004
Name: Arthur
4) 4:19 PM 14/09/2004
Name: Jose
5) 4:27 PM 14/09/2004
Name: Jbell
6) 4:37 PM 14/09/2004
Name: Daphne
7) 4:42 PM 14/09/2004
Name: Eldritch at 1st claims that I don’t even have to top up $100
He called back after 5 minutes and VERIFY that I just need to pay 100
8) 5:23 PM 14/09/2004
Name: Kaira
The above 8 customer service officers from 1633, I believe all from the same call centre, all told me the exact same thing.
"All I have to do is to go to any StarHub Shop and top up $100 SGD without having to do anything else. No statement or even a small hint is mentioned that I need to split all 3 lines to recontract."
I believed you are able to do a call retrieval to confirm if I am speaking the truth.
I believed if I were to continue to call the whole call centre, they would give me the same answer.
Well, I do not know if I can lodge a complaint to the terms and condition that I didn’t read beforehand 5 years ago that I am only allowed to recontract once in a lifetime for all 3 phones and after that, only allowed to upgrade for 1 line only.
But I do believe I can lodge an official complaint to the 8 officers I have spoken to for incorrect information given to me. If there is any quality assurance on these 8 calls, I believed they would have all failed.
But on the other hand, it is quite unbelievable that all 8 officers all give me the same incorrect information.
So I have decided to lodge a complaint to all the trainers in Starhub call centre for failing to properly train their staff.
I have been a loyal Starhub customer. I know it may seem like a common excuse to get some cheap gains but I am not. I have been with Starhub since its 1st launch at year 2000.
I happily subscribed for Starhub Power 3 plan, thinking it was a really great deal. Ever since that, if you would to check my father's account,Mr Shue, you just go and check how many Starhub services we have subscribed.
At that time, I agree Starhub is still building up, and the billing problems that occur and the poor reception that I receive, I ACCEPTED IT. It has even reach the point that when I am situated at Woodlands and got Malaysia network instead of Starhub network, and all my calls are charged overseas, and when I call the CSO for a solution, they can give me none. So what I can do is to off my phone in order not to incur any overseas charge. I ACCEPTED IT.
Now its year 2004, it's been 5 years. I know it may seem that Starhub still has a long way to go, but this is the limit.
Below is what I had quoted from your website. I am sorry to say that you would have a very long way to go before you can achieve such a vision and complete your mission.
"Our Vision:
To be Singapore's first choice for information, communications and entertainment services.
Our Mission:
To provide every person, home and business in Singapore with world-class multimedia services and content."
I hope someone is able to give me a satisfactory answer.
Thank you
Shue Wei Swee, Joe
