StarHub springs a surprise -- go reconfigure yourself!

It's been awhile since I have blogged about StarHub and its deteriorating service. My friend, Irene Hoe, who had numerous exchanges with the telco, is totally exasperated and has given up complaining.

My last feedback to the telco about its unfriendly website a few months ago, did not get response. I had wanted to use my points to offset my monthly subscription fee but could not find a telephone number to call despite scrutinising its website.

I wrote an email to its corporate communications people to give them the feedback, but they did not have the courtesy to acknowledge and reply.

Today, after returning home from lunch, I had a big surprise from the telco informing me that it was doing something which an IT-deficient person like me did not quite understand.

This following is part of the message that flashed on my screen when I logged on to the system...

Auto DNS Configuration

"Dear Customer,

Your PC/router DNS settings is currently configured to link to our decommissioned DNS server, and thus being re-directed to this webapge.

Please note that as your PC/router has been set to manual DNS settings, your internet access will be affected and must be re-configured to automatic DNS selection in order to restore normal internet access to your computer.

If you are not using a router or gateway in your home, please skip to the steps on configuring automatic DNS settings on your computer.

If you are using a router or gateway in your home, please disconnect your computer from the router/gateway and connect directly to your cable-modem. Ensure that you follow-thru with a reboot of the modem.

If you are still not able to access the internet via direct connection to your cable-modem after the reboot, please go to steps to configure automatic DNS settings on your computer.

If you are able to access the internet via direct connection to your cable-modem, your computer is already setup with automatic DNS settings.

However, if you are still unable to access the internet after reconnecting back the router, you will need to re-configure your router from manual to automatic DNS settings: usually by logging into the router's web configuration/management page.

Please refer below for the contact details of some popular router vendors' technical helpdesk, who can assist you in the re-configuration..."

This last paragraph really took the cake -- StarHub is asking me to contact the router vendor for help to reconfigure my computer settings!!!

After I read the notice, I tried to stay calm as I knew that blowing my top over a bunch of morons would not help me access my Internet.

I tried as best as I could to digest and understand what the telco was asking me to do. I decided to give it try and managed to finish every bit of the things that I was asked to do, ending with "flushing your DNS resolver cache."

But, unfortunately, it did not work. So I called up 1633 reluctantly. It took sometime before I got to speak to "WQ", who helpful and pleasant.

He got me to repeat what I had just done -- plus a little more. But it was without any success.

WQ decided it would have to do a 'house call' before the problem could be resolved.

When the StarHub technician, Anuar, came at 7 pm, he had no clue what I was telling him because no one had briefed him about the problem.

He was surprised to see the notification on my computer screen. Apparently, the telco had sent it out to its customers without first infoming its own staff about the reconfiguration plan.

To Anuar's credit, he did some tests on my router while, at the same time, rang headquarters to find out how to resolve the snag.

Soon, he realised that he had to plug into the router to do the reconfiguration. With detailed instructions from HQ, he managed to complete his job successfully,

Although I am happy to get my internet connections back after a few hours, I am not pleased with StarHub management and would like them the following questions:

1. Before they cut the internet connections, why weren't its customers given notice about its decommissioned server and the need to reconfigure the settings?

2. Why does it take its customers for granted by assuming that they would be able to perform the settings themselves?

3. Again, why does it take its customers for granted by asking them to contact the router vendors for technical assistance? Surely, this is the job of the telco?

4. Why did it not brief its technicians about its reconfiguration plans so that they would be better informed and thus be able to cope with the task ahead?

I hope Montefiore and his mighty men (and women) will have the courtesy, this time, to give us a response!!!

 

UOB imposes $150 annual fee for Overdraft Line

United Overseas Bank (UOB) has decided it will charge customers who use its Overline Line of credit an annual fee of $150.

Although I have an arrangement to use this credit, I have not done so for
donkey years.  However, I still object to this arbitrary imposition of a fee that simply has no justification whatsoever.

Why should there be an annual fee when the bank already charges interest on customers who activates the credit line?  There is absolutely no service involved, so what is the rationale for having such a fee.

I think it is clearly a case of having its cake and eating it, too!!!

I called DBS Bank today to enquire whether it imposes such a fee and was told that it does not.  What's more annoying was that the prime rate-plus
interest quoted by DBS was lower than that UOB is charging me.

In its letter to me, UOB says: "This fee will be debited from your account in June each year for as long as the Bank continues to extend ths Overdraft Line of credit.

"In the event of insufficient funds in your debiting account, the annual fee will be charged against your line of credit and the amount subject to interest."

Wow! I think it is time to start looking for another bank.

Poor service at La Nonna

     My friend, Aloysius, was totally peeved by the service of an Italian restaurant recently as it totally spoilt a happy occasion for him and his family.

     I encouraged him to write to me.  The following is his account of the incident:

 

    "If anyone is thinking of having a meal at the La Nonna Italian restaurant in Namly Place, he/she had better think twice.

     I was there on 30 Nov for lunch and could not believe how any respectable restaurant could give such shitty service and hope to get away with it.

     It was my younger daughter's birthday celebration and she was hosting the lunch.

    Altogether there were 10 people. We scheduled lunch at 1.00 pm as some could not make it earlier. When we arrived, only four or five tables were occupied and some had already finished their meals.
     There was only one waitress going about her job and there was a guy whom I presumed was the superviser or manager. We sat there for a while and tried to attract the waitress' attention to come and take our orders. But it was not too successful!

     We waited for another while before she finally came.  Eight of us ordered from the a la carte menu while two decided to have the set lunch.

     The first course came and, after a long interval when most of

us got our main course, my son who ordered a risotto had to send it back to the kitchen twice  -- the first one was salty but the second one was worse. It was only the third one that was satisfactory.
     Meanwhile,  my elder daughter who had ordered a pizza from the set menu for her main course, sat waiting patiently. Everyone else was finishing their food and here she was still waiting
for her pizza.
      She called the waitress no less than three times to see what was happening and each time she came back to say that it was coming but it never came.
      By this time, everyone had finished his/her food. My daughter was furious and decided to go into the kitchen to see what was the cause of the delay. 
     To her dismay, she saw an uncooked pizza on the kitchen table
which was supposed to have gone into the oven a long time ago.The chef did not even acknowledge that there was a screw-up.
     When the pizza finally came, she decided to send it back to the
kitchen as she was no longer hungry, being in a very bad mood.
     My younger daughter, the host, was thoroughly embarrassed that someone she invited had to be put through such an ordeal and on her birthday of all days.
     We all left without ordering dessert or coffee. We made sure that one set lunch was not included in the bill.
     Walking out of the restaurant, I passed the guy whom I had presumed was the supervisor. He looked at me arrogantly without a word of apology as if saying “you had lousy service, so what?”
      It was past 2.30 pm when we left the restaurant. In fact, the restaurant was empty except for our table at around 2 o'çlock.

      I believe this restaurant is a member of the Senso Restaurant group in Club Street, a restaurant with a fine reputation and which I had dined there on a number of occasions in the past.

     I hope the Senso management  knows what this little restaurant in the suburbs is doing to kill their reputation."

 

Shionge offers to help

    Since I posted the item on Fun's Florist (see  post below), I have had no response from Case.  I guess they do not have an opinion on overcharging. Or, maybe they have one but are unwilling or unprepared to air it in public.
   Well, we consumers will just have to more wary and look out for retailers who are out to make a fast buck.
   I am happy, though, when I received a message from my blog follower, Shionge, today offering to help.
   She suggested that I send her a picture of the plastic roller that I needed and she would check with her office contrator whether they are able to get it from the hardware store.
  Thank you very much, Shionge.  Here's a picture that I snapped with my
iPhone....

  

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No fun at Fun's Florist

It's no fun doing business with Fun's Florist in Thomson Road. And I am not talking about flowers but garden sheds which it probably has a monopoly.

Last week, I enquired about a replacement part -- a tiny plastic door roller -- for my garden shed which has cracked and broken into pieces.

The woman who answered the phone said that they are not sold individually but in a packet of four. She asked whether I wanted it to be fixed by their workers but I said I would do it myself.

Then I asked for the price -- and got a shock. She said the price for the four tiny plastic rollers was $45.

I was tempted to ask her whether the rollers had gold linings but I controlled myself.

It was obviously a case of "take it or leave it because I've got you by the balls". (sorry, couldn't resist it).

This is yet another case of retailers in Singapore who overcharge for parts which they know you have no choice but to buy from them.

Readers, do let me know if you have such an experience. We consumers need to expose such unhealthy business practices.

Wonder what Case has to say about this!!! I will ask them.

No Signboard's 'crabby' service

A double birthday celebration at the No Signboard Seafood restaurant in the East Coast two days ago has left Ryan Khan terribly unhappy. He said he would not want to go back there again.
         Here's his story:   "I was there with my family to celebrate my mum's and uncle's birthday. There were eight of us. We were told each small crab was estimated to be 1.1 - 1.2 kg. and medium crabs were 1.6 kg to 1.8kg.
         "So we decided on two small chilli crabs and two small butter crabs among other dishes. The other dishes were alright despite not being up to previous standards.
        "When it came to the crabs, we were only served the chilli crabs. We thought the others would come awhile later. So we got into conversations and were enjoying out chilli crab for at least a good 40 minutes.
        "We were done with the chilli crabs and (still) the butter crabs did not come. So I went to the counter...to ask for the bill and to inform that the butter crabs had not come and I want the order cancelled.
        "About five minutes later, the waiter came up with the butter crabs and the bill.  We had all washed up and I informed the staff that I had already cancelled the crab.
        "I was told 'cannot cancel' as the crabs (were) already cooked. I was forced into paying. I did not want to create a scene to spoil the occassion. I asked them to packed the crabs.
        "I paid with my Mastercard and I did not really check the bill. When I came home, I looked through the bill (and found) I was charged $308 for the crabs alone before taxes.
        "I did my calculations and it came to 1.4kg per crab. I called the restaurant, and I was told each small crab is between 1.1  and 1.4 kg. I argued that it was not what Iwas told initially (1.1-1.2kg).
        "I told the woman I spoke to, how could it be all my crabs weighed 1.4kg. She told me I was served bigger crabs but I was only charged 1.4kg. I found it ridiculous.
        "When I questioned why my crab was served so late, all I was told was 'sorry, we got too many orders'. Is this the kind of service we expect of a top seafood restaurant.
        "The service I got was worst than coffeshop standards. Even in coffeeshops, they would weigh the crabs and indicate the weight in the bill. Whereas, No Signboard bill just syas '1 crab $308'. 
        "The total bill came up to $657.50. I just felt cheated. We pay for good service and good food... I had many good experiences at No Signboard Restaurants years ago.
        "But my last experience at the Geylang outlet and now at the East Coast outlet was so bad. I am not going to ever go back and I want to let others know about my experience here."

Citibank's action upsets Melisa

      After she was given her credit card from Citibank in June, Melisa Tan, 31, decided to get a sub-card from her 61-year-old father who is self-employed.    But her application was rejected. 
     When she called up the bank to find out the reason, the customer service officer who spoke to her refused to tell, saying "they are unable to disclose the reason and there is no department which can help me on this''.
     Melisa was obviously unhappy and decided to return her credit card and to "cancel all services with them."
     On July 11, after she received her statement, she called up customer service again to enquire whether she needed to pay the bills straightaway or
"wait for the final settlement since I had already asked to close my account".
     The officer she spoke to was surprised when Melisa told her that she had already asked for her card to be cancelled.
     Apparently, the bank record did not show any cancellation request.
    Melisa recounted: "I was obviously upset and I asked her whether I had to pay the bills or wait for final settlement.
    "She told me to wait for final settlement.  And so I waited. Then a couple of days ago, I received a call from Citibank regarding my outstanding payment.
     "I told this officer what I was advised to do. He was surprised and told me that if I did not pay I would have to pay interest. So I told him to get his manager to call me as it wasn't my fault.
      ''An hour later, a woman called, saying that she was a senior staff and wanted to explain. I told her that  I only wanted to speak to her manager, someone who could make decisions.
      ''The manager called me an hour later. She told me to make payment by next week as this account was an outstanding account in their system and there would be interest incurred.
      "She said that if I made the payment by next week and called her after that she could help me waive the interest."
      Melisa questioned why she should even pay interest "since I was only heeding their advice."
      Two days ago, the manager called to repeat what she had told Melisa ---  interest would be waived but only after she had made thepayment.
    Citibank had obviously made a mistake by not carrying out Melisa's instruction. For that, it should have apologised first before proceeding to ensure that Melisa paid her bills.
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