Hi guys,
1. I must say I'm glad i'm able to meet some of you guys over the past few days. Listening to you guys about your 1Gbps experience and what we can do to further improve it.
2. We understand customer service is highly important. At MyRepublic we take that very seriously. We have buff up manpower across all channels of communication be it Facebook, Twitter, HardWareZone, Chat Room, Call Centre or via emails.
3.The past week installation has been rather smooth sailing (mostly because the March IT fair period is over and our upstream provider is slowly able to adept to our ever overwhelming request). Our call centre call in rate has dropped significantly, waiting time is being reduced. However, i know that isn't enough hence we have lengthen our online chat room operating hours to 10am to 11pm.
4. We will start 2 new hotline next week specially for customer with post installation issues such as slow speed or checking of installation schedule. This will greatly reduce the waiting time required.
5. A online Google form is being created in progress. Guiding customer on step by step troubleshooting and logging of errors and issues. For example, if customer is having a billing issue. They would only need to leave their details and problem in the google form / email. And we will get back to customer once it's resolved. This will automated the troubleshooting process and allow our team to check on the issues and get back to you instead of having to wait on the line while they try to do some check.
6. Mouse delivery is being sent on a daily basic. There's a limit our outsourced delivery team is capable of delivery per day. Thus, don't worry, if you sign up for a gamers plan. You will surely get a mouse =D.
7. Asus is doing some final testing for Asus AC68 and AC56. We believe that by dedicating resources for Asus to optimise the routers for our connection. Our customer will be able to enjoy the best possible experience.
8. There may be some issues with Hulu on teleport at the moment. Our engineering team are working overnight to resolve the issues. We expect the issue to be resolved within 12hours.
9. We are testing out some exciting new product. Looking forward to providing them for our customers in the near future to complement their 1Gbps awesome fibre experience.
10. You guys has been nothing short of awesomeness. Thanks for the support over the past few years and we look forward to a great future with you guys.
11. We are also beta testing some new application that will greatly benefit the fibre experience. For now, SHHHHHH. More details in the future
12. Last but not least, if you have any feedback. Kindly sent it to
Solomon@MyRepublic.com.sg. I look forward to hearing from you.
Thank You,
Solomon Teo.
MyRepublic
after so much fiasco but im still overall satisfied..
