One month back on drliew.net…

And they offered again another solution that when the new smart-card to the main account is received, I can then call up for billing adjustment - which is to deduct the amount based on the number of days the main account is unaccessible.

Pardon my ignorance but since when there is a rule from Astro saying that the smart card provided should only be used on one single decoder and should not be inserted into another decoder?

I was taken aback then I was informed by another customer service officer yesterday that I will not be granted rebate because it is my fault to ’simply plug the new smart card into another decoder’.

I told her the person that handled the installation of Astro did tell me the smart card can be inserted into another decoder and I will be able to watch the channels that I subscribe on any TV connected to any Astro decoder anywhere else.

But she replied that that would be the contractor’s fault and not Astro’s problem. And I should have enquired with Astro Customer Service first before I did that.

I don’t know what kind of logic is that. Shouldn’t a customer call up only when something is NOT working?

The previous customer service officer did ask me to call up again after I have received the new smart card in order to get a rebate. And since the new smart card has not arrived after almost a month and the bill for the April has arrived, I thought it would be better that I call them first, to get the rebate for the April done, hopefully for the entire month since it’s already May 12th. I was afraid that by June, if I still have not received the new smart card, they would tell me I should have called up for rebate in May for the month of April.

This time, she said she would mail me the new smart card within seven working days. When asked why the previous customer service officer did not do so, as she had promised me to mail me the new smart card as soon as possible, she replied ‘She did not do anything!’

That’s just great. Now we have a customer service officer blaming her colleague from the same company doing the same job.

I told her that the previous customer service officer did promise me a rebate and they should hold up to their promises instead of lying to their customers. She said she would ask the previous customer service officer to call me back within 24 hours. So, from a company’s problem, it’s now evolving into a personal problem.

I shall probably expect some bloodshed within these few days in Astro’s Customer Service Department. But I doubt it would make the local headlines.

Any suggestion?