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和記電訊續約時極混亂及陷阱多多請大家小心!

因家中的和記寬頻及電話到期,上月頭已send了cut form(原先提供的offer太貴了),並已收到email確認。
但在上兩星期因有和記職員致電提供優惠時便查詢了一下,職員指未收到cut form,我便向和記查詢。
怎料它們指未收到cut form,我再提供了發送的確實時間後才說"系統問題"!

在它們確實收到後當然有人會再找我核實以及再提供多些優惠吧~
最後上星期它們提出了一個offer還OK所以續約了,但這個才是惡夢開始......
順帶一提,續約是寬頻+電話外再加Helloway服務。

在續約時已問過那位終止服務部職員我續約後早前那份cut form是否會失效,該職員說"是的,那份form我會替你處理"...
怎料在星期一早上起床後發現不能上網,再找CS查詢後指是依照早前的cut form執行了終止服務,
什麼?!我好像在續約時已問過了...到最後還是把服務終止了......
好吧,它們說會有其他同事會再回覆我,但過了兩三天、即使試過再致電還是沒回覆。

在這幾天期間我分別收到了交還modem的信件Helloway的服務啟動email以及"同意收發推廣訊息"的信件
首先,交還modem的信件和Helloway的email同時發出那代表是終止了還是續約了?!
另外我沒同意過同意接收推廣訊息的,是否有人擅自替我同意了?!(其後還有下文,請留意)

在這幾天我分別跟終止部、客戶服務部、客戶關注組的職員對話過。
他們亦了解中間它們是有過失的,亦基本上已跟客戶關注組那邊的職員預約重新啟動服務的安排。

其後客戶服務部亦有職員再致電核實,當時亦知道是寬頻連電話套餐的。
但是在再早前跟客戶服務部職員核實時是會以
"先生/小姐是同意我們將閣下的個人資料提供給和記電訊及聯營公司......你是否明白?"這類字眼來引誘客戶同意將資料提供的!!!


再其後再有資料核對部的同事再致電時指資料只是提供了寬頻服務續約,並沒有家居電話。
(順帶一提,在send cut form時我並沒有申請取消家居電話,因有打算將號碼帶到其他電訊商)
在這部份我也差點中招,核實後要回想一下好像漏了甚麼再主動問一下才發現。


我不知道他們中間的溝通如何,簡簡單單的一次續約弄得這麼多的問題來!
在這幾天前後跟它們通話過起碼十數次,資料核對過也有七八次了,到最後核實還是出錯?!
雖然以前跟和記續約也會有些小問題,但也沒這次搞那麼多問題出來!!!

這麼大的公司處理問題竟然如此......


所以藉此提醒大家在選擇電訊公司前請三思,不妨問一下其他人聽多點意見。
和在簽訂合約時請留神,注意對話的每句字眼,有問題要提出。(打醒十二分精神,疲累時就叫職員遲點再致電好了......(笑))

本帖最後由 tomleehk 於 2014-3-28 00:24 編輯

Agree..

Every time I renew the contract over the phone I already assume I need to complaint afterwards that

1) I will prepare a B/W script about what I need to ask/confirm with the CS during the renewal conversation.
2) I will log down every detail related to the renewal conversation (e.g. date/time/CS name/case #/service details/agreement made ).
3) I will properly save the confirmation email from the ISP provider.
4) I will call the CS hotline a few days after renewal conversation and double check if new contract's agreed particulars are correctly logged at the system.

By the way, no matter how well I did, they still gave me mistake. The service charge for my new contract period's first month was found to be incorrect on the first invoice that I received. Of cours, it was much higher that the agreed amount.

Complaint had been sent via Email more than 5 days ago and yet so far there was no reply from 客戶關注組. Delay of reply never happened before. According to their past practice and service level agreement, 客戶關注組 should follow-up with me within 2 working days.

Instead I had already called 客戶關注組 directly 2 days ago. I was confirmed that the complaint had been received. I was also told that the assigned staff might be too busy and unable to follow up with me.

It impressed me that a huge number of mistake / compaint had already been populated that 客戶關注組 could not digest in time.

Also suggest you can send formal complaint about their service and request certain degree of service charge waive to compensate your loss of service due to their mistake. From what you mentioned, I believe you deserve the compensation.

If you pay by autopay, remember to check statement every month as well.

Good Luck !

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恭喜你.
你中獎了.
上次我有類似, 但小事過你很多. 在關注組上, 要他賠償, 佢用了月費 (唔記得係1個月月費,還是2個月月費)作賠償.

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其實點解要用和記?
基本上以上網質數係hkbn同pccw比較有保証。
50 字節以內
不支持自定義 Discuz! 代碼

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