Following is my experience with the terrible Starhub :-
Starhub has caused me numerous issues. Below were the two letters sent to Starhub CEO Mr Tan Tong Hai.
Latest issue: - Starhub rejected my iPhone repair when my husband approached Starhub PS service centre. My iPhone is under warranty. Yet, my husband is rejected. They stated that for advanced replacement, they need a secured deposit of cash payment $350. On top of that, Starhub required my husband to pay the outstanding bills before Starhub honor the repair. Yat Hwa ( operational manager ) advised not to pay the bills before she had done all the necessary waivers. Starhub service centre insisted that my husband has to pay all the bills before repairing. The staff after consulting his manager told my husband that this is Starhub policy and nothing can be done unless the bill is cleared with the secured deposit of cash payment $350, and ending with a sentence "THIS IS STARHUB". Is Starhub that BIG till they can supersede Apple's warranty policy?
I was not very happy with how we were treated and I decided to contact Starhub Hotline for further clarification as I could not find Yat Hwa. Yet, Starhub hotline manager Fidarus stated that their decision will be same as the shop.
When Yat Hwa called me after all the findings, service centre is denying all the facts that they turned away my husband stating that he MUST pay the bill. When i challenged hotline manager who rejected me, Yat Hwa stated that hotline could have done better by checking with the shop before rejecting me. She is total nonsense as Hotline did put me on hold for good 30mins before rejecting me flat into the face.
When i called AppleCare, apple staff is simply awesome by providing me a solution to have my phone fix. So why need Starhub?
Should Apple trust Starhub in doing servicing?
I'm not the only one being rejected by Starhub for servicing.
My friend met with the SAME issue over in two weeks time gap of mine.
WHY is iPhone being penalized this way by Starhub?
Starhub management is simply useless and unreliable. They are only siding their staff stating they did not do such thing and they are rejecting any claim from consumers. Is the the way to do business?
Regards
Alvina,
UPDATE:
Thank you for taking time to write to our CEO, Mr Tan Tong Hai on 27 March 2014 to share with us your service experiences.
We are indeed sorry for the less than ideal service experience in this recent incident, in which we have failed to meet up to your expectation when your husband visited the Plaza Singapura Shop on 5 March 2014.
We have since clarified the matter with the shop manager at Plaza Singapura Shop and was given the understanding that the exchange was not provided in the first instance as the iPhone 5S involved was not able to power up. In such a situation, there would be a need for us to send it to Apple Authorised Service Provider (AASP), QCD Technology (Singapore) Pte Ltd, for further checks. The usual turnaround time is 3-5 working days and we can only proceed with the exchange upon getting the clearance from QCD.
In view that your husband was in urgent need of a phone, an exception was granted for him to pay a cash deposit of $350/- to get a replacement iPhone. The cash deposit is refundable once QCD has performed the necessary checks and given the approval. While we understand that you were advised to clear the outstanding amount when you called our hotline on 5 March 2014, we would like to take this opportunity to clarify that it is not a requirement that the outstanding arrears must be cleared before we proceed with the exchange. We do apologise if this piece of information was not made known to your husband explicitly when he visited the shop.
Regards