Dear TRS,
I am going through rather disappointing experiences with MyRepublic’s 1Gbps Fibernet Installation services myself. So, I was search for news/reviews on MyRepublic’s services reputations and came across the post “THE TRUTH BEHIND MYREPUBLIC OVER PROMISING 1GBPS FIBERNET PLANS” and also “GREG MITTMAN, VP OF MYREPUBLIC, RESPONDS TO TRS READER'S COMPLAINT”.
I am very sorry to say the issue isn’t just miscommunications as Mr. Mittman was conveying. I personally think there are rather large gaps in service mind and appropriate service quality control of MyRepublic.
In summary, I had the similar experiences from my application till schedule an installation appointment. What surprised me was that nobody showed up at the appointed time and date. No prior notice not even a SMS message. So I made complaints through MyRepublic web site’s Live Chat and gained what it seems to be a responsible management personnel’s e-mail address and mailed what happened. To my utter amazement, there was no follow up calls, no e-mail reply, absolute nothing from MyRepublic side.
I’ve wrote the full history of a long and surprising events have happened with MyRepublic’s 1Gbps Fibernet Installation services later part of this writing.
If I treat my wife this way I will be in big trouble. What I am saying is I would not do something like this to anyone regardless of business situations or personal situations. A service provider such as MyRepublic can even possibly waste your customers’ time which equals to money to not only you but your customers’ as well. Mr. Mittman, I would like to bring this to you as feedback something you might be able to improve upon, where I think you should. I think there are serious issues in your organization is perhaps lack of training and/or missing internal/external support teams to handle customer care. Plus, it was extremely difficult to find appropriate feedback channels to your organization, wouldn’t you like to hear what your customers are saying? There are huge potentials behind all the complaints if you are willing to look into.
At the moment, I would like to just simply turn around and look for other ISPs, but again there is S$200 something for installation cancellation fee. (Why? you are not even gonna turn up, so why?)
From just a guy hoping for better services in Singapore.
Gun
This is my personal story I am going through which I am utterly disappointed with how the things are going.
• I initially applied 1Gbps Fibernet on 25th March for a brand new condominium I was going to renting from 1st of April. As it turns out OpenNet was not ready at the time of application hence the application was turned down.
• On 3rd April, I reapplied for the 1Gbps Fibernet, application was successful SMS stating that mid to end of April someone will contact me to schedule an installation.
• On 23rd April, I called MyRepublic and got an installation appointment on 12th of May.
• On 25th April, a SMS form MyRepublic stating that there is an issue from OpenNet side which prevents their installation. – NO estimated time periods were given.
• On 2nd May, a SMS form MyRepublic stating “Hotlines are busy, if you have trouble reaching us…”, It did not make any sense to me, but I called the hotline and got a 2nd installation appointment on 14th May 6PM-8PM.
The real issue happens from here.
• On 14th May 6PM-8PM, NO ONE SHOWS UP… I had no prior notifications or messages stating the cancellation.
So I started Live Chat from there Web Page, and it goes the following (I have changed my name to Gun)
-----------------------------------------------
Live Support - Ask us anything
Chat startedGun
I had installation appointment today between 6-8PM, so far nobody shows up nor any messages...Please wait while our agents attend to you. There are currently 3 visitor(s) waiting to be served.
Blue joined the chatBlue
Good evening.
Please give me a moment while I check where the technician is at the moment.Gun
thank youBlue
May I know what is your address?Gun
[Gave them my full address]Blue
We are very sorry Sir but the technician is not able to go down to your house tonight.Gun
This is not acceptable the appointment was made advance
and I had to make up the time for this
and just not showing up
and telling me not possible is something I will not just takeBlue
I'm so sorry, but the relevant teams are not around at the moment, can we get back to you tomorrow?Gun
I would like to make a formal/official complaint. would you be able to direct me to your department's supervisor and complaint department?Blue
Our managers is not around at the moment.
They will call you tomorrow.Gun
Just give me email addresses of the manager and complaint departments, I will handle the rest. I will not just leave this without any responsible contacts.
even phone numbers are fineBlue
This is the email [xxxxxxx]@myrepublic.com.sg Sir.Gun
Thank you very much, I will take the address as Installation department's manager?Blue
I'm sorry but the operations manager does not check his email frequently because he's attending to field operations. But you can email [xxxxxxx]@myrepublic.com.sg and he will be able to help you.Gun
you know that this chat can be recorded and saved, right? I am not blaming you for what happened, I just want you to lead me to your management team, where they need to aware of their problems. so, I ask again, the email address you have given to me is the lead to your management team?Blue
Yes Sir.
You're welcome.
I apologize for the inconvenience that happened today.
Blue left the chat
--------------------------------------
And Naturally, I wrote the following e-mail to the [xxxxxxx]@myrepublic.com.sg on the same day.
--------------------------------------
Dear [xxxxxxx]
Your reference account number: C9999999
I applied for 1Gbps Ultra service on 3rd of April, and with two re-appointments, I had installation appointments on 14 May between 6PM-8PM.
Now I of course had to make myself available for the time slot and I was waiting for the appointment. However, without any notification, not even a SMS, no one cares to show up. - this phone number(99999999) call me 4 times between 16:29-16:39, which I have return the call twice(17:16, 17:21) but no one was picking it up. I am not sure whether this was your technician or not, as no message was left.
So I have contacted Installation Support via live Chat on around 20:20. and the attached communication, where I got your e-mail address, was all I got. - someone will contact me next day...
I do not think this is fair on My Republic's side, My Republic can not just waste their customer's time and sorry would cover as My Republic charges their customers my their service time. Plus, I find My Republic's feedback channel is very difficult to find and it seems everyone on support team wishes to be anonymous, Not stating their names on picking up a call, I do not think Blue was actually a name on Live chat.
I am writing this for your management team to recognize this issue and demanding compensation on my time.
Yours sincerely
Gun
-------------------------------------
On 15th May, to my surprise,,,, absolutely nothing happened, not even a Bip from MyRepublic.
Gun
TRS Contributor
UPDATE
My Republic has responded to this article with the following statement: