SINGAPORE: Car-sharing firm BlueSG announced on Wednesday (Jan 10) that it would be waiving its January subscription fee “for any inconvenience caused”, but subscribers said that the move is not enough.
In a Facebook post, the company thanked its customers for their “unwavering support … during challenging times” and said that it is “fully committed to making things right”.
All users will receive a subscription waiver, covering the billing cycle from Jan 1 to Jan 31.
“We’re also exploring compensation for those significantly affected, including premium subscribers,” BlueSG added.
“Rest assured, our teams have implemented fixes for a better user experience.”
However, several users who spoke to TODAY on Wednesday said that more could be done and that the fee for December 2023 should also be waived.
Since last month, users have faced several problems when using BlueSG’s services. There were glitches that resulted in inaccurate charges and users were unable to find their reserved cars or parking spots, for instance.
BlueSG’s unresponsive customer service at the time further soured the situation, users told TODAY last month.
In response to queries then, BlueSG’s chief executive officer Kelvin Tay said that the glitches were due to “unexpected technical complexities” after systems migration updates on Dec 19, 2023.
Mr Tay apologised for the frustration and inconvenience caused, and added that BlueSG card payments for affected trips would not be processed until they were individually reviewed.
The glitches that rendered the service “unusable” were why 25-year-old sales consultant Ken Ang cancelled his subscription to BlueSG on Jan 1.
“BlueSG should waive the subscription fee (for) December 2023 as well since most users faced issues in that month,” he said, recalling that he had problems with the mobile application.
“But most importantly, they should fix the app, or else more people will unsubscribe.”