PCCW - tricky tricky tricky

[deleteduser]

So I came back from the gym tonight, and my girlfriend tells me that she got a call from PCCW. They said that they need to change something on our box, because of some changes that were made to the ESPN sports package. He said something about ESPN 'changing frequencies' so to be able to continue watching it, it needs to be done. He said he would be visiting before 9pm. I guess dinner will be delayed, as we want to get this taken care of rather than put it off and not have the sports channel for the next F1 race

9pm comes and goes, and we are starving, so we get ready to head out for dinner at 9:20. He calls just as we are leaving the door. I go back to my office to do some work while she lets him do whatever it is he needs to do to our NOW TV box.

After a few minutes, they are still talking... I go out to the living room to see how everything is going, and on the table he has a Now TV contract!

I asked him to explain why he has a contract filled out, and he said that it was needed to show that he updated our system or some bullshit. Later on, I found out from my girlfriend that he told her that he didn't actually need to update the box because "all of the boxes were up to date in our building" or some BS like that.

So basically, he used the excuse to get into the door, didn't actually do ANYTHING, and had a new contract for her to sign. By using technical jargon, he was able to trick her into thinking she needed to sign it. Luckily, I was there to stop it. But it wasn't before I stood there with the door open, pointing him to get out that he actually left. I told him that we don't sign contracts that aren't in English, unless we have a friend interpret them. We don't sign ANYTHING unless it's fully understood.

He said something about our plan not being changed at all - we would get the same service we already have, at the same price! So then why the new contract? I even told him that I planned on canceling ESPN, as the only thing I ever watched was F1 anyway, and I can live without that considering we spend $110 a month for the service we otherwise never use. He said that we still have about a year left, so we can't cancel without a fee.

Anyway, after dinner I came home and checked our original contract. Yup, it was an 18 month contract. Signed in March 2006. That would make July... the 17th months! I wonder why they needed to send someone to fast-talk us into signing another 18 month term?

Obviously, I'll be canceling the service next month. I didn't know how absolutely horrible it would be in terms of channel selection, slowing down our internet to a crawl when in use, and especially the sub-VCD picture quality.

This isn't the first time PCCW has done something like this either. You have to be careful when dealing with these scammers!

Beware, and take care!

[MikeLowrey]

You made a wise decision by not signing a new contract with those despicable people, they would lie in anyone's face just to earn a few extra bucks in commission.

They use BS excuses like that all the time so you'd let them in your house, and then you'd have to threaten them with physical injury or grievous bodily harm for them to leave without your signature. All those internet, cable and subscription tv companies have become the most hated companies among the minds of the Hong Kong people. They have even successfully surpassed the traditionally hated professions like being a sales rep for an insurance company or for one of those multi level pyramid schemes.

[jayinhongkong]

One time one of those dudes came to the door unannounced at 10 pm. Scared the shit out of my mom and sis. I went to the door in a wifebeater with my baseball bat. lol. told 'em we weren't interested in anything they had to say. I told someone in CS at Netvigator about this. They know what's happening, but I guess it significantly boosts their sales, so they're gonna continue doing it.

[mjk]

Our contract is also up soon and if we don't cancel, they will auto renew for another 18 month. As we hardly ever watch TV, I asked the hotline how I go about cancelling.

They told me I only have a 2 weeks window to do that, can't do it earlier, and if I miss the 2 weeks I will have to pay another 18 month. Anybody knows if there is really no other way, like put in a request in writing? Just in case, I already set alarm on my mobile phone...

[Boris]

I posted on this before but wil repeat again.
We had BizNetvigator and ran out the contrract. Kept on a month by month, out of contract arrangement and cancelled after 6 months.

They now claim 11,000HKD for loss of contract. The phone calls to us and letters are now nearly aproaching one year, so I think they realise that a verbal contract is not worth the paper its written on. I keep saying " take me to court " lets have some fun in telling the story to the newspapers. That stops them for about a month and then they get someone who is new in the office to try with us again.
I hope they stop soon I am getting bored with it.

[larac]

Our Now broadband contract rolled over which was totally annoying as we were away in our 2 week window and forgot all about it.
Then a few weeks later a few other channels we had subscribed to were expiring so they kept calling to renew - in the end I ended up with what seems like a great deal but time will tell I guess.
Basically I agreed to renew my extra channels plus a few more providing they put everything into a single 1 year contract and ultimately it is costing me $1 less per month. I know I'm not ging to be here for the full year but at least we will be paying for less extra months that we wont use.
Candy was the lady if anyone wants to try reaching her with their problems - her English was really good too.

As for the phone, well, before Xmas some young guys came ( quite funny kids really) at around 10pm - just knocked on the door which freaked me out 35 floors up in a secure apartment block - I wasn't alone so we let them in to do thier 'upgrade' then what do you know they are selling us a 'free' second phone line with lots of free international calls - we didn't realise we would be paying line rental on this as we already had a phone but luckily we were moving house a few weeks later so cancelled the original line and kept the new one but 3 months later I get bills for the old line sent to us.
Yes they had transferred one line but not cancelled the other saying they had received no notification - I threw a fit saying if they knew about the transfer then they knew about the cancellation becasue it was the same phone call - a couple of weeks later I get a call to say they have cancelled the outstanding charges.
So whilst they are all crap so far it has all worked out ok. Best tip: when you call immmediately ask for an English speaker and if the person doesn't understand you get another one - it's no good even trying to speak with someone that doesn't speak perfect English as their deals are so complicated.

[KnowItAll]

All upgrades to the Netvigator / Now Boxes are remotely managed. No need to anyone to physically touch your box unless it is dead.

I'm not making any excuses for PCCW, but I do have a feeling that these are contracted sales people who are going around conning the customers.

[jayinhongkong]

IMO we need more competition in the market. PCCW now controls my internet, cellular and home phone service. We have Cable TV too, and I still swear I had better speed on I Cable than I'm having on Netvigator's 6MB service.

[wtbhotia]

two PCCW agents came to my house last night and told me they were here to upgrade my system. I told them that i already use a 6M line which is the max in clear water bay and that my phone line was only installed 2 months ago so what can you upgrade. it didnt help with 2 large huskies barking at them as well, so they gave up and left. Haaahaaa.

[mjk]

I had an interesting phone conversation with them this week...

Me: I would like to cancel my broadband TV contract, how do I go about it?
PCCW: You will have to call us one month before your current contract expires.
Me: Could you please let me know the exact date when I can call and cancel the service, so that I can set a reminder?
PCCW: No problem sir, you may call us and cancel anytime between (date) and (date).
Me: Thank you for the information, I will note this down and call you in a few weeks then.
PCCW: You are welcome sir.... may I ask you one question, it will not take up too much of your time.
Me: Of course, go ahead.
PCCW: Are you interested in signing up for our sports package, so that you can watch the next season of the Premier League?
Me: ??????? Didn't I just ask to cancel my broadband service? Why would I want to sign up for a new package now? And why would I want to watch Premier League when I live in HK and am not even British?
PCCW: But.... Premier League...Football...Sir...

There are really going according to the book. It seems that they must sell this package, regardless what the customer wanted earlier on.

I was also a bit irritated when I had to key in my HKID ("for faster service") only to be asked again when they finally picked up... I told him to check his screen instead, and that solved it.