Starhub introduces....The Waiting Game

Have you heard of the current Starhub service promotion? Actually it's been around for quite awhile now... It comes FREE with any service contract you sign with them... this promotion is called Hold On-We'll Be With You In Just a Moment But Most Probably By Next Week...

One quick word of advice: when you contact Starhub Customer Service, do so with your phone on speaker mode. Then you are free to do other things instead of putting your ear to the phone throughout your entire waiting time.

On average, waiting time for Starhub is in the ridiculous-to-insane spectrum. This is made more unbearable by the gratingly repeated background music that is supposed to give off the vibe that Starhub is a cool and hip company. However, the music just reminds me of how much i hate Starhub and being stuck to them because of a contract. Doesn't the music start to get under your skin and make you want to slap a Starhub employee?

I recently waited 17 minutes next to my phone while i surfed the web. After waiting that whole time, a Starhub employee answered the phone and asked for my particulars so that one of their Customer Service Officers (CSOs) could get back in touch with me. I gave my particulars but i called back again later in the day. Then two days later, i get a call from a CSO from Starhub asking if he could help me!?

I have another account with another Telco company and the service is so much better. Having been a Customer Service trainer for a few years, I immediately could tell what Starhub was doing wrong (or not doing at all) and what this other company was doing right.

If you ever want to know why Starhub is hopelessly average, look at the little things: the scripted greeting and handling of calls, the lack of a "this-is-what-i-can-do-for-you" approach, the utter absence of a problem-solving perspective, the inordinately frequent number of times you are put on hold to check for answers, the painfully long waiting times that you endure to talk to anyone who can actually accomplish something.

Don't Suffer in Silence

I am sure you are out there.

You've signed a contract with a company that has promised you gifts and rewards and some idiotic thing called "HubClub"... You've been tricked into believing their BIG FAT GREEN PIPE gives you the fastest speeds on the internet.... You've been lured by their all-in-one convenience...

Now you're stuck.

Stuck with pitifully inconsistent speeds that are dependent on whether everyone in your block is surfing the web or watching cable tv...
Stuck with ridiculous decimal numbers on your monthly bills that are designed to wear down your continual scrutiny of the rates (which always end up more than expected)...
Stuck with the annoying inconvenience of not wanting to change your mobile phone number since all your friends and family already has that same number over several years...
Stuck with pathetic service agents who are so bland and generic that they might as well give their greeting with their employee number instead of their name (since they have all their personality sucked out of them by the company anyway)...
Stuck with the same annoying music that repeats ad nauseum while you wait and wait and wait and wait and wait... only to be answered by a bimbot who ends up putting you on hold to check for answers to even your simplest questions...

Stuck with Starhub.

It's worst than getting stuck in an abusive relationship.
At least, you can choose to break it off without the two year commitment that takes advantage of how little you knew about the company when you signed up. It is truly horrible when you slowly start discovering how shitty the company is.

Well, you don't have to suffer in silence anymore.

I will be posting my experiences in dealing with this company.
And you are welcomed to comment, vent, rant, etc.
Together, everyone will get a clearer inside view of this miserable company.