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SINGNET'S Broadband billing system is hard on its customers. A call to its billing inquiry number elicits the response: 'There is nothing wrong with your bill, sir...' But, when quizzed how Broadband rates are calculated, the service officer is unable to explain the rationale or the basis for the calculation. Instead, I received another standard response: 'Here, the rule states that...'
Here's an example of the difficulty. SingNet now charges its 'promotion rate' on a percentage discount basis. A check with friends shows discounts vary among different subscribers. But, each subscriber on a certain contract ends up paying exactly the same rate after GST is applied.
This system is confusing and frustrating and needs to be more transparent if the customer is to make an informed choice.
SingNet service officers cannot explain the differences and it creates the impression that SingNet is giving preferential treatment. Publishing the prevailing rate and the discount rate will promote transparency and accountability to customers.
Also, a long-time subscriber who is about to end one contract can continue or 're-contract' at a 'promotion rate'. However, this 'promotion rate' is the same as the rate given to new subscribers.
What is the purpose of 're-contracting' if the rates are similar? Why can't long- time subscribers enjoy a better rate? Why can't SingNet discount a subscription based on the number of years a subscriber has been with SingNet, without the need to re-contract?
Myrvin Yap Keng Hian
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