Broadband Finally

Haha. Finally decided to upgrade to broadband with starhub. Signed up a one year contract under the Starhub corporate plan with 10% discount. well, quite pleased with the speed which i can surf now. but wanna complain about the poor (though not dysmal) service standards of the sales personnel. here are some excerpts of the correspondence between the two of us, and my displeasure with this mr raj.

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Hi, Mr Mao

I have received all your documents via fax. I have arranged for an installation on the 16th of Jan 2007 between 1830--2030. Please let me know if it is a convenient time. There will be an installation charge of $52.50 and subsequently the monthly subscription will be $52.92 inclusive of a 10% discount. Please contact me if you have any further enquiries.
Thank You


Raj

StarHub Ltd CIS

Telesales

Consumer Sales & Customer Experience

~~ Our People, Our Passion, Our StarHub ~~

DID: (65) 6725 2211

Fax: (65) 6725 9796

Email: cis-corpsales18@starhub.com

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Ok. This is not the first time someone got my surname wrong. so i dropped a hint to him.

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Sorry. But the time is not convenient. Would a weekend be possible?

What do I need to prepare?

Regards,
Kiah HanMao

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But he replies:

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Hi, Mr Mao

I will reschdule the appointment to 20 Jan 2007 between 0900--1100 if that is convenient . You do not need to prepare anything, however it will be good to be there when my tech guys come over, if you do have any enquiries, they will be able to assist you with it. We will be billing you the installation and subscription charges which you can subsequently pay vis credit card.
Thank You
raj

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hint not strong enough.

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How about Sun 21 Jan 0900--1100?

Thanks.

Kiah Han Mao

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Hi, Mr Mao

We do not do installation on Sunday.
raj

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????????!!!!!!!!!!!! Ok. My hints are not good enough. Maybe i should be blatant.

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Ok. For Sat, when is the installation up to?

By the way, my surname is Kiah. I hope the form i submitted indicates it clearly.

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Hi, Mr Kiah

Can I get the tech guys to come between 11am to 1pm. I will get them to call you before coming.
Thank You.

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Finally he gets it right. Maybe i'm too sensitive. but isnt it customary for ppl to apologise after making a mistake in addressing ppl? Anyway, i wasnt too uptight about it. What really pissed me off was the next incident, as i describe in the next email.

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I think there's some big communication problem in your company.

I received an SMS telling me your tech guys are coming down on Tue. I called up your Customer Service Hotline and talked to this Stephanie and arranged with her for the guys to come down today on Thu between 1830 and 2030 because Saturday I'm not free in the morning. Today I rushed down from work to just to be home by 1830 and now at 2115, there are no signs of your staff. Don't you guys have the courtesy to inform me earlier?

Now, I'm only available after 1200 on Sat 20 Jan 07. Your guys better call me at 94312567 before coming. If your guys do not arrive by 1300 on Sat, then forget it.

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Ok. maybe i'm v harsh. but hey! i'm the one who rushed down for nothing. Well, what was irritating was the next email from mr raj.

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Hi, Mr Kiah

I was not informed of your conversation with the Customer Service Officer, Stephanie, however, like I mentioned the appointment I made is between 1100 to 1pm. I understand you are only free between 1200 to 1pm. I will get the guys to come between that time and call you before that.
Thank you
raj

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This really put me off. Not a single word of apology. Is it now my fault for not informing him of my conversation with his other staff? Geez. Has the word "Sorry" been erased from his vocabulary? Sigh. This is not even about service standards. It's about basic courtesy.

Think this is quite common in many service industries. First, they are polite in enticing you into a plan. Once you signed up, they become utterly bochup. they risk offending you on the assumption that you wont waste your efforts by cancelling your plans. Geez. Mr raj was q right on this point. in the end, the guy still came today to do the installation. but he was wrong on another point.

i didnt forget about his indifference.