Tan Kin Lian's Blog: Starhub Call Center

Tuesday, May 18, 2010

Starhub Call Center

I called Starhub at their call center to enquire about Open Net, the new national broadband. Here is my experience.

I am quite surprised that the call is answered quick quickly (after going through 3 minutes of navigating through their system) and the staff is quite knowledgeable. So, apart from the automated messages (which is quite frustrating and time wasting), the service is quite good. In the past, I have to wait a long time to be answered by a person, but on this occasion, it was quite fast.

Many large organisations require customers to suffer the hassle of navigating through their automated system, so this is not unique to Starhub.

11 comments:

Chee Ming said...: Mr Tan, can I know what is time you made the call? I think you are really lucky that the operator picked up your call within 5mins.

I previously made a few calls to Starhub (well, my friends and I called it "stuckhub" privately because it fits the bill. And each call is made on different days) around dinner time (6pm to 8pm), the average waiting time for me to talk to an operator is 30mins, meaning I have to hear the god damn "waiting-for-operator-to-pick-up-my-call" music for at least 25mins each time, which is not a pleasant experience as you see the "Loading ...... please wait" words on your TV screen for like forever, or a supposed to be airing dinosaur documentary becomes a Malay comedy (the whole thing is a comedy by itself by the way), or trying to watch a documentary with the help of subtitle but realize that the audio and video is off-sync, etc etc

I personally think the time for an operator to pick up my call is too long and made the whole experience frustrating for the customer.; May 18, 2010 6:43 PM
Tan Kin Lian said...: I made the call at 10 am.; May 18, 2010 7:36 PM
Anonymous said...: Same, waited for more than 20minsnot one but on a few occasions.; May 19, 2010 12:24 AM
Anonymous said...: Starhub calls - i normally have to wait but their operators/customer service staff are very knowledgeable. As for singtel response is faster but you can call two times and get different answers. So i normally have to make a third call to confirm the information.; May 19, 2010 9:54 AM
Anonymous said...: Starhub has a very very bad habit - their customer service reps may call you but they keep their numbers " Private " ie Starhub does not want to reveal the number their reps are calling from

What kind of service is this when a big company like Starhub "hides behind a cloak " ?; May 19, 2010 5:46 PM
Anonymous said...: Let me share my experience with Starhub call last evening. Honestly, no better word than to say that I am disappointed. I made the call at past 11pm.

It took me at least 5 mins to be connected. After verification, I told the agent my problem. Before long, I was put on hold for the next 15 mins which I decided to disconnect. Disgusting.

I have made another call and it was not for at least 10 mins before I am reconnected and having to repeat all over.

I even left my phone number behind for them to call me. No one call me back today. I doubt if anyone actually monitor this v-mailbox.

Shame on Starhub!!; May 19, 2010 8:05 PM
Anonymous said...: Same problem here! I have been on hold for 30 minutes. Hung Up. I emailed them and have never received any human reply. It has been for more than 10 days.

I switched over to Starhub from M1 last year. Looks like when it is time, it is better to switch back.
I have never encountered such terrible service, not from all the banks I have called, Singtel, M1, NTUC, insurance etc etc.

They should be ashamed that the Government (known as being beauracratic and slow sometimes) is doing a much better job of handling enquiries and feedback.

For a company that can't clear their customer service email logs in 10 days...imagine the number of complaints that they received...; June 30, 2010 10:41 AM
Marie Wanata said...: 25 minutes, you are very lucky.

I called Starhub Customer Care from yesterday, waited as a stupid fool for 1 hour, I put down the phone and call again, another 30 minutes later, I give up..

This morning I called twice, for 30 minutes, no one pick up the call...

If we are talking about Good Service in Singapore, Starhub customer service is really really BAD!!!; August 05, 2010 10:21 AM
fern said...: In my opinion, Customer service is vital to the success of any business. Despite how good your product or service is, customer service can make you or it can break you. Anyway, thanks for sharing this post. Looking forward for your next post.

Outsource Call Center; December 28, 2010 11:03 AM
Anonymous said...: How much did StarHiub pay you to say you got through in 5 minutes. Seems impossible based on my experience!; February 15, 2017 5:06 PM
Anonymous said...: STARHUB PLAY DIRTY TRICKS
INFLUENCER GETS PRIORITY AND ALL THE REST SUFFER IN SILENCE.
THEY TWEAK AS AND WHEN THEY LIKE SO ALL DO NOT GET EQUAL SHARE
SHAME ON YOU STARHUB
0 IN INTEGRITY
CEO CANNOT EVEN LEAD A TEAM, SACK HIM AND HIRING MANAGER; January 13, 2020 1:44 PM