When patience is inertia
Posted July 10, 2016on:
Patience might be a virtue, but frustration might be your reward.
I am nothing if not patient. When I read the news in November 2015 that my telco provider (StarHub) would lower its fees, I almost did a joyful jig.
As I was still tied to an existing two-year subscription plan, I had to wait to take advantage of this change. In January this year, I visited a StarHub store to find out exactly when and how to make the switch.
I found out that I could do this in late June 2016 for my mobile line and last week for my wife’s line. While the when was easy, the how was less so.
The process seemed to be designed to dissuade those that dislike jumping through hoops. According to a customer service representative (CSR), I had to call 1633, inform them of my wish to change, and then make the change myself online.
I did that, but I wondered: Why call when the process is do-it-yourself? Do some people need help figuring out when they can do this and which web page to visit? Automate the process and put it online!
I already had the URL by trawling the telco’s site, but the CSR on the phone read it out to me one letter at a time anyway.
I managed to make the switch online. The process involved verifying my credentials (logging in), checking my eligibility (a button on screen), and making the switch (clicking on that button). The initial phone call was not necessary.
I thought all was well and merely had to wait two more weeks to repeat the process for my wife’s line. However, hope springs eternal, patience is a virtue, and shit hit the fan.
When I logged in to check my account, the telco had my mobile line under the wrong scheme. As a Hub Club member, I qualified for the SIM-only 4G 3 plan at $21.45 instead of $42.90 per month. My online account information indicated that I was on the more expensive plan, but an email stated that I was on the cheaper plan.
Which piece of information was I supposed to believe?
I emailed and called the helpline again and received email and verbal confirmation that I was on the cheaper plan. But the information online still indicted that I was on the more expensive plan. Which information will the billing department use?
Last week I tried switching my wife’s mobile line to the SIM-only plan. However, the process had changed. The verification process was no longer available online and there was no option to make the switch.
I called and emailed again. I was told to wait because they had to check their backend. If I was not already bummed out by that point, I might have made a cheeky response about them caring only about the bottom line or their service being the butt of jokes.
Instead I tweeted this:
I received a reply to DM my number phone and account number. I did so and also provided the annotated screenshot I shared above. Now I screenshot their DM reply.
Apparently when they “escalate” something, it takes three working days. As it was a Friday night by the time they replied, I presume they mean an optimistic Wednesday.
This sounds reasonable since I am not a Member of Parliament or mrbrown. I am just a little person who subscribed to StarHub services since its inception.
Three working days is definitely reasonable when there are still “contact us” pages elsewhere that claim a 14-day wait for a reply.
I can wait. The telco can take its time. During that time the billing cycle will kick in like clockwork to charge me more than it should. To address this, I will have to call, email, or tweet. Again.
Patience is a virtue, but frustration is my reward.