I’ve never come across a more ridiculous customer service policy before!
All the other apartments in my block receive Astro fine but I can’t get a signal which means I can’t watch anything. So I call Astro and after they make me go through the whole process of pressing this and that, turning the decoder off and on, I’m told they’ll need to send a technician over to look into this.
Astro tells me the charge for this is RM50 and this excludes any charges I have to pay to fix the decoder if its spoilt!
After speaking with the customer service person at length, I realise the following:
- each time an Astro technician is asked to come to your house there is a charge of RM50 which must be paid (goes to the technician not to Astro)
- our decoder has a 1 year warranty after which if it spoils, we are responsible for repairs / replacements
- if your decoder is spoilt and you need a new one, Astro will provide you one at a special price of RM79
This does not make any sense to me as a customer.
Decoders are needed to watch Astro.
Making customers responsible and pay for a decoder to receive your service is bad customer service!
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{ 7 comments… read them below or add one }
same thing happens to me and guess what this is the second time in 1 year I had to pay RM50 to the technician for fixing my decoder
i know la … but pai seh to call about such things la
Remember if all else fails….. call Sook Chin…… =)
The thing about Astro decoders is, you never know if it is spoilt or IT’S JUST RAINING SOMEWHERE.
Yeah, the only reason people watch cable is coz there’s nothing else to do, epsecially if it is raining. *sighs* My country.
astro is like dat coz it is a total monopoly market … they just do not care. They knoe u cant go anywhere else for their product and service.
This is why I just watch free to air or dvds and refuse to install a dish.
Astro does work like Starhub to that extent as far as I remembered.
Jem, welcome to Malaysia. Good customer service is still to long for..
Does Astro work like Starhub?
As in, I can hook up my working Starhub decoder at another person’s place which is wired to Starhub (even if he’s not a subscriber) and we can still watch Starhub cable tv?
If that’s the case, you can try hook up your Astro decoder elsewhere, and if its still faulty && not covered by 1 year warranty, u can buy a new one for RM79.
Or cancel Astro if Joost.com has the content you want.