數碼通大投訴 !!! SMARTONE COMPLAINT!!!
各位簽係12月6日前簽左長約買機既朋友請注意!!!
我個 friend 最近喪投訴 SmarTone 坤水，但都係浪費時間，唔單只浪費時間，仲搞到一肚氣．終於搞到佢頂唔浦要向電訊管理局投訴，結果Ｄ CS 當然死狗咁仲立即覆佢兼留埋直線電話比佢驚佢之後再 complaint．
各位如果上左SmarTone係貪佢有無限新聞短片免費睇，但最近對 SmarTone 改左收 $18/month 或 $2/day 好不滿的話．可以 D/L 我個 friend 準備既一封 send 去電訊管理局同消委會既信啦！ 我都試過，真係好 work 啊！
電訊管理局 email 是
consumercomplaint@ofta.gov.hk
消委會投訴網上:
https://www2.consumer.org.hk/ccweb/case ... t?OpenForm
***各位的投訴信一定要有自己全名，係 SmarTone 登記既手提號碼，匿名投訴電訊管理局都幫唔到你架！***
投訴信（請將
紅色XXX部分改為你的資料）
Office of the Telecommunications Authority
29/F Wu Chung House
213 Queen’s Road East
Wan Chai
Hong Kong
December 21, 2005
Dear Sir/Madam,
Violation of contract
I am writing to complain SmarTone Mobile Communications Limited (the Company) which violates the contract between the Company and Mr. XXX (myself) since December 6, 2005.
The Company seems to violate the contract, which I have signed, as the Company used to provide News Channel with FREE UNLIMITED News video clips viewing (except the Live Broadcast of some TV channels which charges HK$ 1/min), the News Channel with free unlimited news video clips viewing is included in the 3G service plan HK$ 178 which I applied and signed a contract with 20 months when buying a new handset on August, 2005. I have asked several sales at the outlet of the company and I had confirmed that no extra charge is needed when viewing the news video clips using 3G handset as the service plan HK$ 178 is included, so I had joined and signed a 20 months contract as I think the price is reasonable with FREE UNLIMITED News video clips viewing. However, the Company had changed the charging scheme and now, I have to pay HK$ 18/month or HK$ 2/day to apply for the News Channel so as to view the News Video clips unlimited, if I do not agree to pay, I can only view the “Headline” video clip (ie. Only 2-3 headline every few hours). I was able to view around 30-40 news clips on my handset without paying extra as I have free News Channel before but now I have to pay extra if I want to view unlimited news video clip or I can only view the headline if I do not agree to pay as the Company removed the News Channel from my service plan.
I have called and asked the Company’s customer service hotline and the CS had informed me that the company has enhanced their service, so extra charges is needed if you want to enjoy the News Channel as she said there are unlimited live broadcast TV channel plus the unlimited news video clips if I pay HK$ 18 a month. However, I have informed her that I do not want the so-called extra service (the live TV broadcast that the Company provides, what I want is the same service that I applied and signed 20 months contract. She said it is not possible as the Company has changed the service. When I asked if there is a change of contract uni-directionally, she insisted that the contract is only for the handset that I bought and the service plan that I joined, it does not apply to any value-added service as the News Channel is only a value-added service. The company seems to cheat their customers as in the previous promotional material, FREE News Channel with free and unlimited news video clips is included in the service plan and the new promotional material, the company has changed the wording “News Channel 新聞頻道” into “Latest News即時資訊”.
In the new promotional material, it seems that the whole package is remain unchanged by changing some wording, but the service has changed indeed, for the customers signed the contract prior to December 6, 2005 which used to enjoy the UNLIMITED FREE news video clips now must pay HK$ 18/month or HK$ 2/day to maintain the same service that used to be included. Moreover, customers signed the contract prior to December 6, 2005 must have to obey to the new service plan.
For changing of contract, there must be reasonable time of notification prior to the effective date and there must be an option for those who do not accept the changes. However, the company only sent a SMS to my handset at 17:00 on December 5, 2005. Obviously there are not enough time for me to study more information for the changes and also, there is no option nor compensation for me for the change of contract. Now, the option I have is, 1) pay HK$ 18 to enjoy the service which I can use before. 2) giving up all the news video clips.
Furthermore, my friend had complaint the whole case to another senior customer care officer Miss. Wong (Direct line: 3128 2951) on December 19, 2005. She insisted that the company has not changed the service as the unlimited browsing for the “SmarTone IN!” is still included and also the “Latest News” is included so that he can still enjoy the “Latest News Headline”. If he wants to enjoy other news and video clips of the news, he needed to apply for the “News Channel”. He had explained many times that the “News Channel” is included in the service plan before and he does not know why he had signed contract for this service and now he has to pay for what he applied. For me, even if the written contract does not stated that “News Channel” is included, but all the promotional material which they were using to attract customers to use their service showed clearly that unlimited news video clips is provided for free. It seems that the company has a misconduct of sales if the company claimed that they did not change the contract. Miss. Wong also said as there is no way to solve the problem, she suggested that customers could seek for other ways to complain the Company or to accept the service. As the attitude of the officer was not willing to solve the problem and conflict with their customer, I have no other choice and I must complaint and reflect the whole case to the Authority.
I permit the Authority to disclose my identity to the subject of my complaint and identify the Authority as the complainant to the subject of my complaint. Here is my personal information:
Mr. XXX; Mobile number with the Company:
9999 9999
Best regards,
Mr. XXX
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