mad

My female owner is very pissed off with a certain internet provider customer service. This was what happened. Her father signed up for an email account a year ago and wanted her to terminate the service as he did not need it. My female owner did the following:

i) Called up 1633 and followed the complicated options to speak to a customer care consultant (CCC) who told her that this was not under her care and she would need to "escalate the matter" to the right department who would call her back within 48 hrs.

ii) After 48 hrs, my female owner called back 1633 and again, followed the complicated options to enquire why the relevant person did not call her back. The CCC told her that someone tried to get her the previous day (Sunday) but she did not answer. My female owner did not notice any missed calls and granted, even if there was, wasn't the onus on the CCC to try until he reaches her?? There was no offer made to get the relevant department to call her back and my female owner did not request for that.

iii) Being the great procrastinator, my female owner sat on the issue for a few days before calling back 1633 and followed the complicated options to get help. The CCC said that she should call 1633, followed by choosing some options (say 1-3-2-0). My female owner dutifully did that and hit a wall, coz there was no option for "0" at the end!

iv) Getting frustrated, she tried again. This time, another CCC said that firstly, he was not able to help her and secondly, termination should be done online (what?!). However, she needed to know the login ID and password for the email account. When my female owner highlighted that she would not know the password and did not expect her father to remember, the CCC said that it could still be done online. Apparently not. The password was needed.

iv) Annoyed with having to dial 1633 and following options only to get to the wrong person who instruct her to follow other options which led her nowhere, my female owner decided to email helpadm@starhub.net.sg as printed on some letter. 19th Jan till today - no response.

v) Not giving up, she tried another email customerservice@starhub.com at about 1am this morning and received an auto reply saying that someone would contact her as soon as possible. Before anyone could contact her (as soon as possible), her father received a "final reminder" letter politely asking him for payment for the email service for 2008 by 27 Jan 2008. And, get this, if there is any special reason for the delay in payment, please contact them at 1633 (??) or fin@starhub.net.sg

vi) Feeling very indignant, she forwarded her email to fin@starbhub.net.sg, only to receive a delivery notification that said Delivery failed: Over quota (?!)

vii) Now boiling, she called back 1633 and followed the complicated options to reach a CCC who told her that she needs to call 1633, followed by dunno-what-number. She didn't bother listening to the random string of numbers coz by then, she was MAD. She insisted on her problem being solved today and the lady asked her to wait (without telling her why) and suddenly, she found herself talking to the right person and the right person told her that, yes the account would be terminated at the end of the month.

No need to wait for the relevant department to call back.
No need to terminate online.
No need to write in.

Just be firm and hopping mad.