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View Full Version : Astro - useless hotline number!



bslee
22-02-2006, 03:17 PM
Been trying to call their Tel: 03-9543 4188

Been trying to call for service and always being queued. From yesterday till this afternoon.
What the heck is going on?..are they're so busy most of the daytime??? or at all time low down ineffecient?

My sis in law complained she wasted so much money on phone bills calling them, most of the time being queued, waiting for answer.

I emailed them through the website 3 days ago and no reply to date.
I think I'm going to terminate my account a.s.a.p...no point having this monopoly, win-win for them only type of company who says "we care" but its my 3rd finger up to them.

alexhay
22-02-2006, 03:36 PM
bslee...pm me..i give u an email add ....for sure they will reply..is the customer service supervisor email address....

stanleywkh
22-02-2006, 05:03 PM
Astro has the worst customer service hotline in Malaysia. Even all the government agencies are better thean them. My wife tried to call them on Monday and waited for ages before the queue said 2 fellas left and then another long wait and suddenly the line went dead.

Astro are always overcharging us . U have to look at the bill carefully when u change package as they tend to double charge u. Another sore thumb is the late payment penalty RM10 worse than the loan shark interest rate.

Their customer service is definitely run by monkeys. Maybe they are being paid peanuts by astro hence the lousy non-existent service.

pucman
22-02-2006, 05:11 PM
And I thought the newcomer , forgot the name, was supposed to break astro's monopoly. :(

bslee
22-02-2006, 05:16 PM
I have a good mind to start a petition here, email or post it to all the governing authorities concerned of the kind of deal and services offered by them. They're like taking subscribers for fools and with a rather one-sided advantage T &C !. Its time they feel the customers wrath!. Anyone help and support me here?.

MALAYSIAN MONOPOLY COMPANIES --- TAK NAK! TAK NAK!!! :mad: :mad:

alexhay
22-02-2006, 05:38 PM
by the way..did u guys know that Astro will increase their price this year again...:) What I heard rumours will be in March or April...

USJ27Resident
22-02-2006, 06:00 PM
by the way..did u guys know that Astro will increase their price this year again...:) What I heard rumours will be in March or April...


What!? you're kidding - right!? Must be the increase in the fuel surcharge they have to pay to keep the darn satellites parked up there!!!

alexhay
22-02-2006, 06:11 PM
is an inside information :)

bslee
22-02-2006, 06:13 PM
Ah ha! all the more I'm going to terminate my subscription soon enough!.Its their whims fancies, taking us for rides that's really hitting below the belt.
Think I could save that subscription money, buy a good DSLR camera and go outside get a life rather than glued to TV.

kwgoh
22-02-2006, 06:34 PM
Increase fees again! This is the good excuse for me to terminate my subsciption, otherwise I got no good reason to tell my wife for termination. If she want to continue, she has to pay by herself. (anyway her money is also from my pocket)
:D

Jose Mourinho
22-02-2006, 06:37 PM
Sometimes easier said than done. What would my evenings be without football games, sitcoms from Singapore and Taiwan and documentaries from National Geographic and Discovery?

alexhay
22-02-2006, 06:45 PM
yeah lar...if not because of the EPL, World CUp and Wah Lai Toi/Celetrial Movies (My mom want to watch it) ...long time i already cancel already...every month paying about 100 ....:)

pucman
22-02-2006, 07:26 PM
by the way..did u guys know that Astro will increase their price this year again...:) What I heard rumours will be in March or April...

Ananda krishnan is already malaysia's top 20 richest man, soon he will move up to top 10 richest man :p

dragonfly
22-02-2006, 07:38 PM
Only that particular no 0395434188 is almost impossible to get thru.....try other numbers and you will be attended promptly! My neighbours service is down since last Friday. He has almost given up calling customer service. Alexhay....can you pls pm me the e mail ID. Tks.

leewinnie46
22-02-2006, 08:45 PM
aiyah, got legal samseng, legal tai ye long, legal gangster, legal gamble place.... and Astro .... if i could switch to other service..., i would go much much faster than anyone.... but my husband want to watch CNBC, CNN and international news....my babies enjoy playhouse disney channel.....

i think cancel for the good cause so that kids won't glue to tv 24 hours and won't wear glass during kindergarten time ..... and husband got plenty of time to talk to the family and as for me, got more time for usj forum.... :)

bslee
22-02-2006, 09:07 PM
Only that particular no 0395434188 is almost impossible to get thru.....try other numbers and you will be attended promptly!


What other numbers?.
There's only 1 number as to the hotline.
The others are for installation or fax.

http://astro.com.my/v5/customer/contact.asp or monthly bill.

Anyway I got a prompt email reply assuring prompt attention by tomorrow, from one email addy disclosed by Alex.
Thanks Alex.

The crux of the issue is, have we to resort to extended means to get service from them. What if I'm a PC illiterate, NO fax machine, gua bodoh sikit or below par IQ, and just a plain Joe in the street. Man!,then need to buck up seriously and put customer convenience 1st..We're contributing to their existence lah! Can I say again, 1st world infrastructure, 4th world mentality practice and ethics..very typical!

wufei
22-02-2006, 09:19 PM
Astro has the worst customer service hotline in Malaysia. .
Are u sure? Other than astro we still have the giant screamyx in queqe.

bslee
22-02-2006, 09:26 PM
Are u sure? Other than astro we still have the giant screamyx in queqe.

I've called TM Net possibly 20 times or more (not only for myself but on behalf of friend's streamyx access down) and I got to speak to the CS in a short while nearly all the time, only not if there was an unexpected regional breakdown.

TMNet is certainly ahead Assthrow!. I've only called Assthrow twice before and that was 4 years ago I think.
Damn!..when I need them at very moment, I can't!..Rediculous! :mad:

When I email them through their website, I receive an automated reply:
-----------------------------
Dear Sir/Madam,
Thank you for your enquiry/feedback which is receiving our attention. We wil
revert to you within 5 working days.
Regards,
Subscriber Management Division, ASTRO
-----------------------------

bslee sayz! Care my foot!!! :mad:

Vixey
22-02-2006, 10:26 PM
Check your Astro guide. On the second or third page, there is a number for "Advertising Inquiries".

I usually call that number because someone ALWAYS picks up, then tell them to put me through to the Customer Service dept. No queueing..straight to one of the robots there.

A few weeks ago, on a Tuesday, all regular programming on StarWorld was cancelled. They kept repeating two shows over and over again from about 2pm till 10pm or so.

I called at 4pm, this guy said he will call me back after getting in touch with the
programming dept. Nothing till 8pm. So I called again, same lines word for word from another one of the robots.

I just drove her nuts. Asking her for names, people's email addys etc. Finally she gave me an answer "They are experiencing technical difficulties"
I told her, I don't work for Astro but I somehow came to that conclusion on my own. And I didn't need to wait for 5 hours for her to tell me that.

Seriously, they have the WORST ever customer service centre.

fatalshak
23-02-2006, 09:55 AM
Forget about ASTRO or any competitors - they will all end up MY style - GAYA but no MUTU!

Two options:
1. Start some sort of open source SAT TV - hehehe
2. Petition Govt to allow us people in West Malaysia like the people in East Malaysia the rights to open market SAT TV. This way we can get our own dish and subscribe to services/company we want.

Lesson: If its not a monopoly, they will kiss your ass for business. Refer Telekom.

Jose Mourinho
23-02-2006, 10:00 AM
Forget about ASTRO or any competitors - they will all end up MY style - GAYA but no MUTU!

Two options:
1. Start some sort of open source SAT TV - hehehe
2. Petition Govt to allow us people in West Malaysia like the people in East Malaysia the rights to open market SAT TV. This way we can get our own dish and subscribe to services/company we want.

Brave. But wistful thinking. :)

Jose Mourinho
23-02-2006, 10:09 AM
I know many of us are not happy with Astro's services or prices. How many of us have actually cancelled Astro's broadcasts into their homes? Please indicate here. It would form an interesting study. As I have said before, what would my evenings be without documentaries on sharks, grasshoppers, pigeons, sweet-and-sour pork, grilled sirloin steak, brain-dead football managers, circus-clowning footballers, ah beng loving ah lian (currently watching Fiona Xie in Astro AEC) and the likes?

:)

Choon1980
23-02-2006, 11:31 AM
I've canceled Astro. Haven't watched anything on it since early 2004. Then again, I hardly watch the free TV channels either.

Jose Mourinho
23-02-2006, 11:40 AM
You don't know what you are missing..... especially Fiona Xie.

:D

alexhay
23-02-2006, 11:47 AM
Fiona Xie in real person is not pretty...just small and petite only...saw her a few years back when I was in SG working...

btw..what I heard that she is a Malaysian...from Ipoh actually...dunno how true is this

Choon1980
23-02-2006, 12:13 PM
Haha! Even when I was still subscribed to Astro, I didn't subscribe to the Chinese channels. This was back when Astro decided to split everything into packages. So I cut out Chinese and Sports channels.

Snoggy
23-02-2006, 01:12 PM
Watching Asstro nowadays makes your life go in circles with all the never ending reruns after reruns. What they doing with our subscriptions? I don't see any new programs lately and if there are, you'd probably pay for them seperately.

Have you noticed "Friends" never get old..and in fact getting younger?
I'd rather Bitcomet these days.. ;)

Vixey
23-02-2006, 01:30 PM
Snoggy...the final season of Friends just started a couple of weeks ago.

Yes there are a lot of reruns but I normally watch NatGeo, Discovery & Animal Planet as well as the Travel Channel.
Plus I like AXN as well; new season of CSI and Lost.
And some series like Family Law & Judging Amy are also good.

Lately, I can't do without my weekly dose of Doc Martin on Fridays.

So, for some Astro isn't just about movies. You can get Uncle Ho to help you out on the latest movies with a fraction of the cost of an Astro subscription.

However the documentary channels, in my opinion are a "must" for anyone, young or old to broaden their horizons on a variety of subjects from archictecture, history to biology & current events.

Much easier to click a button on the remote than pick up a good educational book.
And especially in this day and age, it is even more important to have a balanced and holistic view of our planet & her inhabitants.

So....I won't be cancelling my subscription to Astro because its over and beyond just a source of movies & mindless entertainment for me.

I will however continue to be a thorn in the you-know-where of their "alleged" customer service department! :cool:

bslee
23-02-2006, 01:33 PM
Haha! Even when I was still subscribed to Astro, I didn't subscribe to the Chinese channels. This was back when Astro decided to split everything into packages. So I cut out Chinese and Sports channels.

For a long time, I've noticed that Astro T & C are very cleverly devised and laid out to the disadvantage of the subscriber.
Such are:
1. At initial, one has to foot out cost of decoder equipment. (
2. Late penalty up to 10% of monthly bill.
3. 12 months continuous subscription otherwise.....
4. Cleverly devised package choice, no random choice.
5. Subject to gradual increase of rates as & when decided.
6. Heavy censorship.
7. Advertisements galore!.."Light advertising as claimed!"
8. High administrative fees for reconnection, package change, etc.

The above may or not not be currently true now, varied here & there, as it's something like this that I faced on subscribing years ago. The decoder will become a white elephant when subscription terminated as it can't be used for any other purpose.

8. RTM channels and radio channels used to be FOC (without smartcard in place) , but now not so as if one removes the smart card, its disconnected.

The packages are cleverly devised in such a way that its imperative one would or must subscribe one or more package more than necessary, as there may be just ONE neccessary popular channel in that particular package.
I see it as more beneficial or economical that one could choose anyone or any number at random itemized rate, paying for each channel subscribed.
However this is not the case, much to my dismay and disadvantage to any subscriber.

This country is still in stone age TV broadcast and in offerings since Independence over 40 years ago. Even the Philippines or across the border had got more and better free to air broadcasts than here. Tell me if government no $$, too much TV is bad for everyone, everyone is to support or be subjected to monopolised companies.
If our free to air broadcasts were attractive enough, I'm sure we don't need Astro isn't it, blunt truth!..

Choon1980
23-02-2006, 02:12 PM
5. Subject to gradual increase of rates as & when decided.


This was one of the reasons I decided to cut subscription to Astro. It was only a few months after I cut the Chinese + Sports channels when they hiked up the rates, so I was paying the same amount as before, just without the two packages. I saw where this was going and decided to apply for Streamyx in order to replace Astro.

bslee
23-02-2006, 02:20 PM
I saw where this was going and decided to apply for Streamyx in order to replace Astro.

I salute your prudence, man!..
Me already paid thousands over 5-6 years, what real benefit did I get..possibly nothing!..Actually, my decoder kaput and I don't think they have any replacement scheme.. :mad:
Am now nearer to making a final decision to dumping them for good!

USJ27Resident
24-02-2006, 01:04 AM
This country is still in stone age TV broadcast and in offerings since Independence over 40 years ago. !..

Well...thats over free-to-air broadcast... over RTM. But 8TV and Channel 7
is pretty decent at times... TV3 ( hard call!) But at least it is not like Free to Air with the likes that is broadcasted in the UK or Australia.

.... liao, can get bored to death.... :p

starrnorth88
24-02-2006, 04:54 AM
Let me tell you the big scheme that has been hatched.

1. they make RTM and TV3 lousy, so you got no choice but to take Astro.
2. After Astro got their critical mass of subscriber, they lower their quality of program
3. Astro then start their RM19.90 scheme to buy program
4. And in the RM19.90 package (for 5 films I think), you only want to watch one - the other 4 is yak!.

us consumers had been sucked again and again!!

pokemon
05-03-2006, 11:35 AM
The launch of new satellite, Measat 3, is delayed again..... until 3rd quarter of this year... So don't think they will increase the pricing again anytime soon...

Teeque
22-03-2006, 03:13 PM
Wed March 22, 2006


Astro profit surges 57%

By Izwan Idris

ASTRO All Asia Networks Plc, the country's biggest pay-TV operator, reported a 57% jump in net profit to RM228.8mil from RM145.4mil a year ago on revenue of RM2bil for the financial year ended Jan 31, 2006 (FY06).

The company's earnings per share rose to 11.88 sen from 7.58 sen per share last year. It has proposed a final dividend of 3.5 sen per share, which lifts its FY06 total payout to 5 sen per share.

The stock rose 4 sen to RM4.78 yesterday on volume of 1.47 million shares.

Astro attributed the higher net profit to savings in finance costs amounting to RM63.5mil arising from the repayment of borrowings, a lower tax charge of RM20.2mil from utilisation of allowances and higher share of associates' earnings.

Turnover during the period was 17.3% higher compared with last year, driven mainly by higher subscription revenue on an enlarged customer base.

Astro said its residential subscriber net additions fell 22.9% to 218,400 in FY06 due to higher subscription churn, which offset the positive growth in gross additions of 35,900 during the year.

The churn rate – the rate at which subscribers cancel their service – of 13.4% was higher compared with 9% in FY05. Its average revenue per user (ARPU) in FY06 also declined to RM79 from RM80 in FY05.

Going forward, Astro expects a difficult year ahead for its multi channel TV (MC-TV) operations, with slower growth in revenue and earnings.

“Current issues on the customer relationship management system would continue in the first half of FY07,'' it added.

The company said the Measat-3 satellite was not expected to be available before the later part of this year, and this would result in “no material revenue contribution from additional services and adverse programming cost implications.”

Meanwhile, Astro, which launched its services in Indonesia on Feb 28, expects the group's FY07 earnings to reflect the start-up losses incurred.

On the brighter note, the company sees continuing earnings growth in the radio segment arising from new radio stations.

The MC-TV segment recorded total revenue of RM1.79bil in FY06, or 16.8% higher from previously, while sales from the radio segment grew 15.3% to RM143.3mil.

Library licensing and distribution generated revenue of RM60.1mil, or a 26.3% growth, during the year under review.

Group CEO Ralph Marshall said: “The fundamentals of the business are sound and we expect continuing strong demand for our services in FY2007.

“We will be able to offer a substantially improved service following resolution of the CRM issues, and on receipt of new transponder capacity, some time in the latter part of the year.

“In the meantime, we will incur additional programming and operating costs with no significant revenue contribution.

“We continue to develop a number of content initiatives in Indonesia, India and China that will allow us to leverage on our broadcast experience and distribution infrastructure,’’

http://biz.thestar.com.my/news/story.asp?file=/2006/3/22/business/13738649&sec=business

Life Ranger
22-03-2006, 03:43 PM
my subscription fee is RM98, that is RM3/day. i find it increasingly not worthy... if i go and stop the service and restore it after several months, is it handy ? any reconnection fee ?

Teeque
23-03-2006, 01:02 AM
Yes there is. RM50 if not mistaken.

jimbeam
23-03-2006, 09:42 PM
well i haven't been receiving astro guide regularly since started subscription 10 months ago. Everytime have to call them & make 2nd call & put on whole approx 20 mins everytime. It is a 2 weeks wait before the mag arrives but by that time its the next month already. IT IS DRIVING ME CRAZY!! I have call them every month? Really, this is Malaysia tak boleh...maybe should cancel subscription & resort to bittorrent

Teeque
24-03-2006, 01:38 AM
...“Current issues on the customer relationship management system would continue in the first half of FY07,'' it added. .....

I take it that means we will be receiving astroguides late until they sort it out by 2007. Geezz...they take more than a year to sort that out?? :eek: :mad:

xaviers
24-03-2006, 08:52 AM
Who is the 'smart' vendor that sold them the product or services ?

I bet is the 'super duper' CRM software they thought they bought and the ASTRO guide printing and delivery is being outsourced to this 'super duper' efficient vendor.

denver
24-03-2006, 10:41 AM
well i haven't been receiving astro guide regularly since started subscription 10 months ago. Everytime have to call them & make 2nd call & put on whole approx 20 mins everytime. It is a 2 weeks wait before the mag arrives but by that time its the next month already. IT IS DRIVING ME CRAZY!! I have call them every month? Really, this is Malaysia tak boleh...maybe should cancel subscription & resort to bittorrent

I haven't receive the Astro guide since January this year...that's 3 months already....! I tried calling them but gave up due to the long wait.

Anybody have this problem or know how to get the Astro Guide?

alexhay
24-03-2006, 10:44 AM
it happen to me also..only thing to do is make a big noise and say u want to speak to the supervisor...:)