Email from Technical Helpdesk dated 20 July 2009

Dear Priscilla

We refer to our telephone conversation on 26, 29 June, 1, 7, 10, 16
and 17 July 2009 respectively.

We appreciate your valuable feedback and have reviewed the call with
the staff, Simon Wong on how he can improve. We agree with you that
we have to be professional at all times during our interaction with
customers and recognise that the matter could have been better
handled. We assure you that we have closed this service gap with
him.

We seek to clarify that in view of your MaxOnline connection issue,
we recommended you not to collect the premium so that you are able to
withdraw from the promotion in the even the connection is not within
your expectation.

From our findings, those results submitted via direct connection are
within specification. Whereas for those results submitted via a
wireless connection, behind a router is not hitting the minimum
specification.

As shared, we would like to propose a onsite visit by our technician.
However, we understand that you would prefer to try using wired
connection first and contact us to arrange if necessary.

If you still have any further enquiry, do feel free to reply to the
mailbox or you can call us at 1633 (+65 68201633 if you are calling
from overseas)

Thank you for your patience and understanding in this matter. We look
forward to your continuous support for our services

Best regards
Andy Chang
Customer Service - Technical Helpdesk