Why send email?
Well, simply I do not want to waste time calling their hotline or visiting their outlet.
Now, the online form asked for my Account Number and Identification Number (known ass IC for Singaporeans).
I asked my sister if she has a copy of the bill sent to us and she said no.
But without the Account Number, I cannot send the email.
So, I just keyed in any number randomly and hoped it gets through. And it did went through. In the email, I mentioned my contract has expired and if there is any promotion currently that I can re-contract.
Few days later, this is the reply I got.
Thank you for your webform.
We would like to advice that we assist to arrange for our sales consultant to contact you.
We would appreciate it if you could kindly make payment arrangements for the amount payable in account: 1.13537693 before re-contracting your services.
Please reply to confirm if you would like us to arrange for our sales consultant to contact you on our StarHub TV promotional contracts and give you more details on the promotions.
Alternatively, you may wish to contact our subscription sales hotline at 1630 to speak to our sales consultant for more information.
If you have any other questions on our services, please email us at this address or fax in to 6720 5000.
A few things puzzled me.
1. Why do they need to have my Account Number when they already asked for my IC Number? If you think about it, which is easier to remember and gets to be remembered? I believe their system should be able to search for customers' profile either by Account Number or IC Number. So why make it mandatory to key in the Account Number? Is it to make the job of the staff easier? By making the job easier for themselves, they are making it difficult for customers to send in online form.
2. Why can't they reply to my email with all the relevant information? Isn't there any brochure that they can attach to send me? Instead, they wrote to me to tell me that they can get their sales consultant to contact me. And then ask for my permission for them to contact me.
3. Providing irrelevant information by asking me to settle my payment before re-contracting. Instead of putting the reminder to settle payment at the end of the email, the notice was placed right at the start of the email.
It seems like they are following a standard operating procedure. For re-contract, you have to get the sales consultant to contact customer or get customer to call them.
No answer to the simple question I asked.
Why not do it this way?
1. Tell me how much I was paying every month in my previous subscription
2. Tell me which packages are included previously
3. Tell me if there's any promotion if I stick to my existing price and package
4. Tell me any other better promotion available
5. Tell me how to re-contract
6. Remind me outstanding payment has to be settled before re-contracting
Are your websites, processes, procedures and systems designed for you or your customers?