2012-2-4 12:22
婉╳婉
3月內取消無限上網 客戶申延合約 職員兩版本回應
【明報專訊】數碼通(0315)前日「打響第一槍」,牽頭取消手機無限上網後,和記香港(0215)月內或緊隨其後,加入行列之一。昨日有市場消息傳出,和記香港旗下的3香港,可能最快2月13日前公布取消無限上網計劃。不過現有客戶,能否在取消計劃前預先續約,3香港顧客服務部卻有不同版本。
一如市場所料,各間電訊商在數碼通「行先」之後,立即研究如何應對。昨日上午傳出,3香港將會取消無限上網的消息。公司可能會在2月13日,即是電訊管理局的《公平使用政策》新指引出台當日,取消手機無限上網計劃。
廣告突現「最後召集」惹聯想
和記香港未有否認有關傳聞,只是弔詭地於昨晚向新聞界發布,帶機轉台的新月費計劃。宣傳單張上更印上「最後召集」的字句,並標榜「無限上網」,擺明要盡吸數碼通的轉台客。有關計劃最少要簽約1年,價錢則與目前月費計劃相同,通話分鐘則有額外增加。
「為了可以無限收費,連原有客戶都想賺到盡。」有3香港的客戶對本報表示,自己的合約將於半年後到期。由於擔心無限上網計劃即將取消,昨日曾致電客戶熱線,希望可以提前續約但不果。
經過連番討論,熱線職員指示他,可到門市處理續約。
「去到門市,職員又說門市只做新客戶,不處理續約事宜,叫我打返去熱線。」該客戶稱當時感覺像被3香港耍了。再致電客戶熱線後,接線的職員雖說未收到取消無限上網的通知,但仍堅持不能安排客戶提前續約,最快也要在合約到期前一個月才能續約。
員工信息混亂 顧客茫然
至於另一名客戶同樣致電客戶熱線時,卻遇上不同情况。「起初職員不讓我續約,但之後又容許」她表示,職員要求她在取消無限上網前即時續約,否則約滿後,不能再申請無限上網的計劃。縱然3香港仍未取消無限上網,但前線人員的信息混亂,令顧客無所適從。
CSL:沒說過今年內不取消
其餘未傳出會取消無限上網的CSL及電盈(0008),則仍未公布最新決定。電盈表示未考慮取消無限上網計劃,並指出早前已提供5GB的高用量計劃予消費者選擇。
至於CSL發言人表示,正研究取消計劃,但未有具體時間表。她又指出,市務總裁麥禮信早前曾表示,今年內不會取消的說法被傳媒錯誤理解。
明報記者 岑梽豪、陳子凌、龍彩霞
2012-3-1 20:12
x7d670h58w
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