I visited StarHub at Nex on a Sunday evening. Despite the crowd, we were attended to relatively quickly, with a wait time of about 5 to 10 minutes. The staff managing the queue was clear and concise, ensuring we got our ticket smoothly.
We were served by an exceptionally patient sales advisor named Eduardo. Kudos to him for guiding us through multiple transactions, including transferring ownership (S$20 admin fee), re-contracting, and switching from 2-year contract plans to SIM-only plans. The entire process took over an hour due to the number of transactions, but Eduardo remained patient throughout and even suggested ways to save on monthly subscriptions. His customer-oriented approach made the experience much smoother.
A side note: the air conditioning in the shop was quite cold.
Overall, we've been loyal and satisfied customers of StarHub Nex ever since the store was located at B2 and now shifted to B1. This this visit reinforced our positive impression.
Joy Lee
4
I visited today to change to the Senior's plan. At the reception the staff who looked rather harried and was having issue entering some data into his laptop while I was waiting right in front of him. When I asked him whether I could help myself to scan the code which was on the countertop he asked gruffily what I was there for. After I told him, he replied that I could scan for my queue number. Clearly he was overwhelmed and couldn't provide the warm service displayed in all the smiling faces in the ads plastered on the shop walls. Getting this mediocre reception, I thought i was going to have to contend with more disappointing service. However, a big contrast happened with just a short 5 min wait and swift and pleasant support from LinToong. At least everything ended well. Hope that the frontline service improves quickly.
Bhuwan Ghosh
5
I personally want to thank Starhub staff 'Henry Boo' for the outstanding support since last 2 times we dealt.
His professionalism, patience, and ability to clearly explain the benefits of switching from Singtel to StarHub made a significant difference in my decision.
Because of the exceptional service, I felt confident in making the switch — and I’m already pleased with the experience so far.
Thank you once again for your help. Keep up the excellent work!
Chong Yong Tian
1
Recontract my phone to star plan M and purchased a new phone on 12 June, went down to Starhub outlet at NEX on 14 June hoping to collect my new phone that night yet ended up in disappointment and frustration..
The staffs there that served me was the worst customer service I ever had, one Malaysian staff and a Pinoy staff, blalantly rude and disrespectful. Both of you work in a foreign country yet acting all yaya papaya and entitled.
All I can say is if you are not happy working in customer service line pls quit, being one of the top 3 telco company in SG it was utterly ridiculous and disgraceful.
The staff even told me that star plan is useless and they dun advice customer getting it, if that is the case then why did ur company even release this service?
At the end of the night I did not get my phone as I did not have the phone collection QR code and I was told to go to the app and chat with the live chat regarding my issue as they couldn't find a resolution for me.
Spoke to the live chat and they said they will forward to the relevant team about my issue and it's been 6 days and still no resolution was given to me esp when I alr paid for the phone!
Kairo Naguya
5
Went down to the Starhub NEX outlet to look for the regular samsung staff here name Huishan. Got to know that she is no longer deployed here. Didn't managed to get the info on which outlet she is deployed to. Just here to write a compliment on her services all these while. She has been very helpful to attend to all my queries even when there's time when she is busy with other customers. She is still very patience to understands what my issues I'm facing with my phone even times when I am here only for technical help. And resolves it promptly everytime. Great help. Hopefully can get to see her around in this store again when I come for my contract services next time.
Nicas Lim
1
I am writing to express my disappointment regarding an unpleasant experience I had on 29 May at 6:46 PM.
While I was waiting to get a queue number, I attempted to scan the QR code provided for this purpose. However, one of your staff members immediately blocked the code, preventing me from doing so. I found this behavior extremely unprofessional and unfriendly, which is not what I would expect from your service team.
With such an attitude, I would rather visit your Plaza Singapura branch, where I have consistently received better service.
I hope this feedback will be taken seriously and appropriate steps will be taken to address the staff’s behavior and improve the overall customer experience.
Complainant Name:
Staff Name: Eugune
Position: Senior Executive
j C
1
Subject: Complaint Regarding Unsafe Router and Poor Customer Service Staff Leelra at 2.50pm.
Dear StarHub,
I am extremely disappointed with the recent experience involving your customer service and equipment provided. I was given a router that became excessively hot and posed a serious fire hazard. This issue arose just 24 hours after installation, yet I was told to resolve it directly with the router manufacturer rather than StarHub.
To make matters worse, I was charged for a replacement router despite the fact that the original unit was faulty and dangerous. I attempted to escalate the matter and requested to speak with a manager on three occasions, but was repeatedly redirected to the IT team with no resolution.
This experience has been frustrating and unacceptable. I regret renewing my contract—it feels like a never-ending game of passing responsibility. I expect a proper investigation and fair resolution to this issue.
Lastly, I was told to sign the work order as this is the way Starhub manages this "replacement" of the router. In no way this is a replacement, this is indirectly selling another item and placing it on my bill as my responsibility.
wang wang
1
I went to the NEX StarHub shop to renew my contract, the staff whose name is Chuazhenya(he has no name tag , I found his name in my receipt), he hasn’t waken up then come to work, attitude when talking to customer, no explanation to the new plans at all. I don’t bother it. After I came back home I found there is smartsupport activation which will charge me 14dollars monthly , and the displace number also activated without informing me! His customer service is down to 0, totally unprofessional, his attitude is like u want to renew then renew, u don’t want to just leave. Now I want to say , if u want to work properly then stay with your job, if you don’t want , please leave StarHub !!!!
Darwin Wong
1
Raj the outlet manager , well done StarHub , your staff doesn’t know the difference between recontracting online and In store . He blames it on the company 👏👏👏Attitude is also truly memorable. StarHub you guys ought to review on your staff , before customers starts to leave your brand :) …
Gagan Pahwa
5
Great experience with star hub broadband for two years, as well as customer service at Nex Mall during end of contract.