2006年07月19日
moov個cancel page好有問題，要過幾個page先到真正cancel page，仲要不斷press “confirm”。填完問卷press完confirm之後出來個page仲話你知你既服務幾時完，等你以為做好晒所有手續，點知一片空白位下面，仲要你key in password同再confirm先到，唔scroll down都見唔到，因為實在好大個空白位，好似特登等你睇唔到個final confirm button…最敝就係呢個button都係廢，個java script有問題，根本confirm唔到，非常不滿!!我立即用10mins神速寫左封email去OFTA總監同OFTA投訴果個email address, cc晒去所有pccw, netvigator等有關customer service email。
雖然只係幾十蚊，我不嬲都唔係咁計較，但係你專登做個”tum”比人踩，我一定追究到底! 信的內容可看延伸內文(因為太慶，可能好多打錯字，哼!):
Dear Mr. Au and OFTA,
I am writing to complain about the service of moov.netvigator.com, provided by Netvigator.
Attracted by the new moov service, which netvigator provided for a free one month trial, I enrolled on this service starting from 20 May, 2006, which expires on 19 June, 2006. I ordered this service via their customer service hotline, and the customer service agent said that I have to cancel this service before 19 June so that they won't charge me further. They added that I could either cancel by phone or on the web site.
On around 17 June, I logon to moov.netvigator.com to cancel the service. I first encountered a page that has a questioniar. I filled out accordingly, stating why I didn't want to continue to use moov. Then I pressed confirm and came to another page that says the service will end on 19 June, 2006.
Early this month, I read the netvigator statement and they charge me one month service charge of moov. Tonight, I called now broad band tv hotline to cancel some channels, and also asked the customer service agent, Mr. Eddie Kwok about why they charge me a month's service fee for moov. He checked the computer and said I didn't cancel the service. I insisted and while I was on the phone, I went through the cancel proceedure again. I saw the survey page, click confirm, and went to a page that says the service will end on 19 July. I always thought this was a confirmation note of ending the service but then there was another “confirm button” that I have to click and that I have to key in my password again at the end of this page, which is so low and have so much empty space between that previous message and the “confirm” button that it is unreasonable and not logical for any user to notice. I think this was why they misled me to not confirming my cancelation of the service. I wonder why such a large and respectful company can have a page design that tricks people like that and makes everyone think they have canceled the service while they have not and they still have to pay.
Also, when I check the account status there is one box that says the free 1 month service is canceled. This is so misleading that, as Mr. Kwok told me, this is the default indication when the free one month period has passed. If the period has passed, it should say “expired” not “canceled” since I did tried to cancel but in fact it was not canceled
Moreover, I immediately key in my password again and press confirm, but apparently there is a bug or some java script error that I could not confirm my cancelation this time. I suspect netvigator is trying to do all those tricks to just create some hidden charges for their customers.
I asked Mr. Kwok, the customer service agent to give me a solution to that, and he said that since the hotline was for broadband tv, I had to call the netvigator hotline for help. However I called at midnight and the netvigator hotline only operates from 9am - 9pm (which is ridiculous). I am very disppointed with their service, that they offer no help but just trouble. In fact I had to try so many buttons and wait for around half an hour until I could get to a customer service agent to just find out that they could not help. I doubt if they are really providing service to their customers.
I am really disappointed with netvigator's web design and service. I am not sure of what their philosophy behind such design and I am not sure if they deliberately do this just to charge their customers more. I hope OFTA would look into this matter to prevent future loss of so many netvigator users.
Regards,
Vivien
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