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SCMP Reporter

The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it...

Robert Lennox and his wife from Western Australia visited Hong Kong in April and were travelling on a Citybus on the upper deck when a window imploded.

Broken glass cut her face and upper body.

The couple, back home, is claiming compensation for her injuries.

'My wife and I caught a Citybus from Stanley on April 29,' Mr Lennox wrote.

'My wife was sitting on the top level when the glass next to her face imploded. She sustained lacerations to her face and upper body areas. After the police and ambulance attended the scene, she was taken to Ruttonjee Hospital to have the glass removed.

'My point in writing is to warn tourists not to expect Citybus to be concerned or even bothered to reply to any claim for justifiable expenses.'

Citybus has apologised to the Australian couple but said it takes time to process an insurance claim while it is conducting its own investigation.

'We are very sorry for the unpleasant experience and would like to extend our sincere apologies,' a company statement said.

'Their case has come to our highest attention.

'Our departments and motor insurer have been making every effort in dealing with the claim put forward by Mr and Mrs Lennox while regretfully additional time is needed for comprehensive investigation and appropriate action.'

Subscribers to NOW's cricket channel are up in arms for being asked to pay extra for the International Cricket Council's Champions Trophy in India, which is showcased on another channel. The following are representative of the many letters Takeaction has received.

Steven Campbell of Mid-Levels wrote:

'When our government think-tanks get together and wonder why piracy is still alive and well in Hong Kong, look no further than NOW Broadband. Incredibly, they have just introduced a new cricket channel that even current cricket channel subscribers have to enrol to, to watch the current ICC trophy in India. I have been paying HK$120-odd a month for the past year and yet all I get to watch is repeats of old games.

'When I rang their customer service I was told that they had to pay for the rights, etc. Well, I assume all that, but that is why we pay them such exorbitant fees! I cannot accept that current subscribers should have to fork out extra fees to watch this tournament, especially as they advertised to us that they would show the major tournaments. This is just greed at its worst and that is why I am off to Sham Shui Po.'

Ian Marriott said the cricket channel is 'crap' and NOW should have included ICC on it.

He said the ICC Champions Trophy, which started on October 15, was only available as a special package for a minimum fee of HK$388 on Channel 694.

'I already subscribe to the regular cricket channel (Channel 693), which costs me HK$100-plus per month,' he said.

'This channel is a mixture of re-runs, some live cricket and (mostly) the 'menu' (ie., what's coming up, set to music). I already consider this monthly fee as excessive, but I subscribe primarily because of the Ashes  and some good Test cricket from time to time. This latest 'package' just kicks the regular patron in the teeth - and I want to hear from NOW why this is so.'

In a similar vein, Mohammad Imran of San Po Kong wrote: 'Recently NOW TV has decided to increase the charges for viewing the LIVE CRICKET CHANNEL in order to view the second half of the ICC cricket tournament, which started on October 15 in India.

'NOW TV didn't send any letter or e-mail to its existing members about their so called 'Seasonal ticket' for the ICC Champions Trophy.

'They didn't advertise about it on the Cricket channel to inform their customers and now, if subscribers want to watch the live action, then they have to pay additional charges to NOW TV.

'This is an outrageous step taken by NOW TV, and moreover telling the viewers that they cannot realistically inform each and every user is really a shame.'

NOW says the ICC is on a separate channel and requires a separate charge.

'The ESPNStarSports Cricket Channel (Channel 693) carries many Test Series in England, Australia, New Zealand and South Africa, as well as other exciting cricket matches. In November, cricket lovers will be able to watch The Ashes on Channel 693,' a company spokesman said.

'Our NOW TV team is always on the look-out for special concerts, events, and sports tournaments not on our regular scheduled programming for our viewers' enjoyment. As with other pay TV operators, these special programmes are charged separately because they are not part of any channel's line-up. The bi-annual ICC Champions Trophy tournament is an exciting cricket tournament and customers can choose to subscribe to view this tournament.'



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