SINGAPORE TECHNOLOGY

Greg Mittman, VP of MyRepublic, responds to a complaint on The Real Singapore

Mittman writes a personal letter to a customer who had shared that local fibre broadband operator MyRepublic had left him feeling cheated

By Elaine Huang

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When Greg Mittman, Vice President, MyRepublic got to know about a complaint being made on a local blog The Real Singapore, he responded with a personal letter to a Eugene, who said that he “felt cheated” and “utterly disappointed”. Eugene had claimed that he was a “victim of MyRepublic 1Gbps fibernet promotion”.

This is the original contribution from Eugene on The Real Singapore:

Dear The Real Singapore,

I am writing in as a victim of MyRepublic 1Gbps fibernet promotion and hope fellow Singaporeans are aware what they are signing up for.

I signed up for MyRepublic’s Ultra 1Gbps plan in mid January, 2 days after the promotion started. Though is stated for first 10,000 customers only, it seems like the promotion is still on going till now at the IT show.

When I signed up, I was told MyRepublic would start calling customers for installation from 3rd week of Feb, as opposed to other service providers which would immediately arrange for appointment date. I didn’t smell a fish back then and agreed to wait. Till the end of 3rd week of feb, I called in , and was told “from next week onward”, I patiently waited for another week. By end of feb, I checked with the online help and was told the company would get back to my by 5pm on the same day, but the call didn’t came in. Given the benefit of doubts that MyRepublic staff is busy at the IT show, I waited. I checked online, and realized there are many like me who are in the same situation, signed up and waiting indefinitely.

At midnight 1 march, the email from MyRepublic autogenerated and emailed to me. Yes it is telling me finally the installation would be in march. Again, no exact dates, was told to wait for call. But that’s not the alarming part. The alarming news is, it is actually for Beta Test! I almost fainted. Since when did I  signed up for a beta test? Now things become clear. The 1Gbps plans is only about to start beta test phase, it is not a released service yet! Is it fair for MyRepublic to cheat customers this way and get the competitive edge over other service provider for a service that is not available get? I am considered lucky, some others that also signed up in January 2014, was told to wait till Q3 2014 for installation without being offered beta test phase.

I felt cheated, I didn’t sign up for a internet service that would only be installed in a few months time, neither did I sign up for a beta test phase. You can say technically they are not wrong, all they promised is “installation to be 3rd week of feb onwards”‘, the catch word is onwards. But it would be unfair for them to abuse this trust and get customers to wait for up to 6 months for the installation! What I signed up for is supposed to be a released service. This is totally not mentioned in any advertisement nor communication to customers upon signing up. Isn’t this a bleach of contract? I’ve since called and emailed to MyRepublic to demand for free termination of service application and currently pending their reply.

I am utterly disappointed with MyRepublic for using such low handed sales gimmick to trick potential customers. Upon signing up with any service provider for fibernet, make sure you check on the exact dates for installation. I just came back from the IT Show, other service providers can provide the exact dates for installation on the spot. (Sic)

Eugene

TRS Contributor

This is Mittman’s personal letter to Eugene:

Hello there,

My name is Greg Mittman and I’m the VP of MyRepublic. First of all, allow me to thank e27 for giving us the chance to set the story straight and to sincerely apologize to Eugene for the disappointment caused.

My understanding is that there was a miscommunication between Eugene and our sales staff on the floor, which led to his expectation of a call-back in late February and an earlier installation.

Our 1Gbps rollout has always been planned for March — as indicated on our flyers and on our website (see attached images). We have started calling up our very first customers for their 1Gbps installations and will continue to do so.

We understand that everyone wants their 1Gbps @ $49.99 as soon as possible — we do too! We only ask for your understanding that with thousands who have signed up, in the first few days even, customers may not be called up as quickly as they would like.

To clear up any confusion, our first 1 Gbps sign-ups can look forward to a March installation. However, due to strong demand, even some who have signed up in late January may have their installations slide into April. This affects the migration of existing MyRepublic customers as well. We have tripled resources to expedite things along — 1Gbps will be worth it, I assure you.

As to another point which I am afraid there’s been some confusion: our 1Gbps “Beta” refers to the activation of our first 200 customers. “Beta” will last only a week and its purpose is to help us gather feedback to better optimize the online experience for everyone. I’m afraid Eugene may have misunderstood this as us offering him a sub-standard or unstable product. This was definitely not our intention. Our network is up and he will be provided a 1Gbps connection.

Again, I would like to sincerely apologize to Eugene for not getting the few points across clearly. We will welcome him on our 1Gbps network this month.

For the rest of our customers who have signed up: thank you for giving us your support. 1Gbps — the fastest broadband in the world — is coming for everyone and we’re absolutely excited for it. We know you are too and hope to do Singapore proud with truly world class internet connectivity. (Sic)

Another Real Singaporean,
Greg

Here are the images attached in the mail:

myrepublic

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fibre

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