Had a bad consumer day
1st visit - HKBN (Hong Kong Broadband ltd)Wanted to cancel the BBTV service because of crappy basic channels' programs (it is worse than ATV). Was sold this plan as an add-on to new internet subscription but was not informed how crappy the basic channel was during the phone conversation (oh yea..welll..sales, wat to expect huh).. I just remember him mentioning disney channel, some news, movie channel, and drama channel (well..the package have cartoon, movie and drama...how bad can it be huh). It turned out the only "acceptable quality" channel is the news...the rest is total waste of time to see. I don't mind old movies, but old, low cost, low grade movies, dramas...wonder if anyone watch it.
Result
- have to pay full 12 months fee even if reject
- cannot change basic channels to swap with better programs, can only add more $ for more channels
- "I cannot do anything to help you" reply.. you signed the contract with the devil, that's it man
- Filed a complaint and a colleague will call me "soon", lets see
Looks like I'm not alone
Same
case1,
case2,
case 3 and many many more that i can't list here..just
search google2nd visit I-cable (another broadband provider)
Called the customer service on 24th July to cancel service and was told to wait 7 days to receive a cancel notification and then I just bring back the modem and all is done. Good! sounds efficient!
Received cancel form (?what form? never mentioned before..) on snail mail on 29th July
Had to fax form to their fax number which was never successful according to my fax machine, somehow i thought the fax went through and they will send me some notification.
Ok..waited 7 days and nothing from snail mail..
Called them again..oh..the fax never went through..pls try again
Tried again..still fail..ok..i'll go to the i-cable shop and let them do the faxing
Was told that after this form is received by them, my subcription will be cancelled in 30 days.
What?!? after waiting 14 days just to receive and fax back the form I have to pay for another 30 day service although I don't need it anymore??!
Result
- Endure disinterested staff service in shop
-Pay another month fee of HKD298 (or more..since it's 30+14 days) of mediocre broadband that goes down every night
- spend some transport fee and time to return back the modem
- pay somebody to remove the i-cable wall plug to return to original TV aerial
3rd visit Audio shop (golden computer shopping center)
Bought a pair of ear phones special "high grade" memory sponge plugs for HKD45 around 3 weeks ago
After 3 weeks it cracked
Show the shop sales about this (wasn't even asking for anything in return)
Result
- shop sales from smiling face turned to ...shall i call..unfriendly expression..
- got blamed for not using it "normally"
- reasoning, never received any complain
- reasoning, that I have at least enjoyed the product for 3 weeks
Told them such quality will only result in 1 time business. In response, he said thank you for your business, while taking a step away.
well..thanks for the cheeky politeness
Update: HKBN responded to my complain and after some reasoning of their sales and business practice, I'm offered to swap some channels. I must say the customer service follow up is excellent, even if the outcome did not came out favourably, the good follow up cushion the service experience. Thumbs up for HKBN. i-cable have still have long way to go in this area
