[sullivanl]

Yeah, you would think if you have a Now-TV/broadband plan for $228 already, and you ask for HD, then that would be the new total price? Which is why I said yes when they gave me the $~488 full channel offer. I figured, well, it is only a couple hundred more than my current plan, even if I don't watch many of the channels.

So after I saw my first bill, I complained a lot, then they sent an investivation team to listen to the phone call of the sales order. They came back in 2 weeks saying I said yes to the plan. Well of course I said yes?!!! I gave them my credit card and all! That wasn't even the issue, but they didn't listen to me and said I am wasting my breath because I already said yes and agreed to the plan.

So what do you guys thing I should do? Should I say i'm moving out of town and can't pay anything else? Luckily my credit card had some fraud issues so the bank replaced it last month, so they don't have my new card on file, yay! But will I get in trouble if I don't pay?

Lastly, maybe someone here wants the 2 year HD box with all channels plan for ~$550 (this included 3 HD channels $40 each too)?? I could transfer the name over, I hope!

I'm just so frustrated with the customer support. I even said to her, "you are supposed to help me, and not be mean", and she just snubbed me, calling me a liar and saying I knew all along that there were two seperate bills.. AHHHHHHHH!!!!! Clearly I wouldn't be complaining if I "knew all along"!

[KnowItAll]

You really should call them, record the phone call and upload it here.

[sylvesterjay]

It's staggering what companies are allowed to get away with here. I guess the government doesn't want to upset the big boys, so they allow the little guy to get raped.

And the customer service here is a complete joke. Like others, I have had CS reps actually argue with me and refuse to pass me up to their bosses. I asked one point blank, if he understood the meaning of the term customer service. The little wanker actually smarted off back to me...god I hope it was being recorded and they fired the little bastid.

[sullivanl]

Well, I will be calling again for sure! Maybe I will record it?!!!!

As long as you guys are warned, then that is all that really matters. I don't really mind paying the extra money, it is just a matter of principle, and now they really have me pissed off now!

In the states they wouldn't have asked any questions, let alone agrued for hours on end, let alone send an "investigation team to listen to the sales recording".

[PDLM]

Originally Posted by sullivanl

In the states they wouldn't have asked any questions, let alone argued for hours on end, let alone send an "investigation team to listen to the sales recording".

I believe that the profit margins are higher in the States, so they have more to play with, plus customer relationships tend to be longer term since transient people are a much lower proportion than here. If PCCW know they are dealing with someone who is only here for a short time then they have no real incentive to give money away.

And in the States I suspect you still have paper contracts don't you? I must say that I really don't like the way that PCCW is able to establish contracts over the phone when they know that 99%+ of the time the customer won't have the means to record a copy.

I will be very interested to hear what their response is if you tell them that you will also be recording the call.

[sylvesterjay]

That's cuz in the states they have better things to do. Here, people seem to delight in playing silly bugger just because. I think cuz their own lives are so meaningless, so they enjoy sticking it to someone else

[PDLM]

Originally Posted by sylvesterjay

That's cuz in the states they have better things to do. Here, people seem to delight in playing silly bugger just because. I think cuz their own lives are so meaningless, so they enjoy sticking it to someone else

This is a ridiculous comment. Firstly, I'm not aware of any reason why, as a generalisation, the lives of customer service reps in the US (or wherever it is provided to US customers, quite possibly Mexico or Puerto Rico) are any more or less meaningful than the lives of CSRs in HongKong.

And in any case, CSRs are very rarely given much discretion they are all trained to respond to queries in a standard manner, and if they don't then they get fired. So don't blame the individuals.

[sylvesterjay]

well i came to this conclusion, 1) after never having ever seen CS behaviour like I have here anywhere else (and judging by others comments, I'm not alone here) and 2) an ABC I know ranted to me about how locals seem to go out of their way just to f#ck with people for the sheer pettiness of it

[KnowItAll]

Wait a second now... I'd be more than willing to give you dozens of CS experiences which have been absolutely positive, over the last few weeks.

About your ABC friend .. were they complaining about the Boathouse in Stanley recently?

[MrMoo]

Originally Posted by sullivanl

And to top it all off, if you want to cancel you have to pay the FULL monthy payments x2 years! So basically you can't cancel.

This is an ongoing tactic of PCCW to keep raking in money. Utter shits with the "free" services they tack on Internet and mobile plans that start charging crazy prices for after a few months and you cannot refuse on sign up.

I know HK'ers are a slow with new technology but it was amazing reading their press announcement for 720p service instead of 1080p. You "cannot tell the difference when watching sports". Their big promo for HDTV is ... higher resolution for watching sports.