cathay250
Posts: 212
Joined: Wed Aug 18, 1999 6:16 pm

Problem Of CXstudio

Mon Dec 31, 2001 3:13 pm

HI everyone, Happy New Year

I am an oversea student in Australia, as you may know, we are having a summer holiday now, and most of my Hong Kong friends including myself were flying home on Cathay Pacific, most of us were flying on a sperate flights back home, but we found the same problem, that is, the CXstudio doesn't working well. I actually experience the same problem as well, during the first hour of the flight, I couldn't switch my PTV to the movie channel, only the flight map was availabe, then i asked the cabin crew for help, she tried to help me, but the system just didn't working. Then She suggested that they will restart the program again, and explained to me that this is the new system, and they don't have any idea of why it's not working, everything works well again once they restarted, i found the problem is evenly happened throughout the economy class. At first i think it's only my particular flight 's problem, but late on, when i meet my firends in HK, they all exprienced the same thing, and our aircraft were the new version of A330.

So i expect the problem is happening everyday in the HKG-MEL flight, Do anyone know why this happen?
 
SInGAPORE_AIR
Posts: 11619
Joined: Mon Nov 13, 2000 4:06 am

RE: Problem Of CXstudio

Mon Dec 31, 2001 6:55 pm

It's a shame to hear of your problems. I think it was Singapore 777 who had his PTV broken and the cabin crew offerred him a Business Class seat.

It must be a product defect of some sort. However, I think you must inform the airline in question as all comments serve all airlines well.
Anyone can fly, only the best Soar.
 
9V-SPK
Posts: 1576
Joined: Thu Aug 16, 2001 11:53 am

RE: Problem Of CXstudio

Mon Dec 31, 2001 7:05 pm

To be honest, i also agree that CXstudio really needs improvement.

I've experienced the same problem on both of my HKG-SYD flights in September, Audio channels not working, movies not playing as listed or in the same order and system can't detect the info i'm pressing etc.(Both flights were on the B744, bad can't take the A330.)

Main problem with Cathay's entertainment system is that each route, different classes have different movies and audios.Unlike other airlines (Example SQ's Krisworld), they feature their programmes on the same route, same class (For some routes like to Korea, China, Hong Kong, India, movies might be changed into another one to suit the people on the flight say mandarin movies on the Hong Kong or other China destinations route, Korean movies on Seoul route etc.So it's easier to control, and passengers would be easier to figure out what programmes they wanna watch/hear/play.It really cost me a lot of time to figure out what exactly my CX flight was showing in coach!

CX should really need some improvements on this situation because people have told me the problems of it, not just myself have experienced.

Strange is that my parents told me they didn't have the problems i had while they were flying business and i was in Y...they were showing the correct movie while i was showing the movie which was to be shown on the Istanbul route!Weird.

Best Regards
 
SR 103
Posts: 1618
Joined: Sun Oct 01, 2000 6:19 am

RE: Problem Of CXstudio

Mon Dec 31, 2001 7:40 pm

I also just got off a A330 in the new C Class. The CXStudio worked perfectly for me. Maybe its just something with Economy?

SR 103
 
carmy
Posts: 590
Joined: Sat Oct 06, 2001 12:00 am

CX Inflight Sales

Mon Dec 31, 2001 8:35 pm

Well I know this is the incorrect thread for my ramblings, but I'm quite annoyed 'cos CX simply WON'T reply to my emails! My dad bought a 1:500 model inflight for me on the 10th of December. I opened the model on the 16th of December 'cos it was supposed to be a Christmas present, and found a huge scratch on the model.

Annoyed, I wrote an email to CX using their online facility asking them what I should do with that model. A nice lady replies to my email in a few hours, telling me how sorry they are to hear that my purcahse has been less than satisfactory. She's forwarded the email to the relevant department and they'll get back to me as soon as possible.

Now so I wait. I told myself maybe it's the Christmas season, staff are going on leave, they'll take a bit longer to reply my emails. On the 27th of December, I get impatient and decide to email CX again. In a nice and friendly tone I wish them a Merry Christmas and other pleasentries. I forwarded to them my previous correspondences and ask CX what I should do.

Another nice lady replies to my email, tells me how sorry she is to hear that they haven't responded to my email, and say she's forwarded it to the relevant department. Wishes me a Merry Christmas and a Happy New Year too, for that matter. Now, it's now New Year's Eve. Should I continue waiting for a reply or should I send another email? I know sending another email will just give me another canned reply about how sorry they are and that they'll see to my problem as soon as possible. I'm now stuck with a model which cost HK$200 and is an absolute pain to look at because of that horrific scratch.

And I've consulted Shop, CX's inflight shopping magazine. There was NO mention as to who I can contact in times like these. At least with SIA, it's written all over Kris Shop who I can contact for refunds and exchanges. For CX, there isn't even a contact number. Angry

But oops, I've got nothing to say about CXstudio. That was CXcitement I was complaining about. Big grin
 
Cathay Pacific
Posts: 1715
Joined: Sat May 27, 2000 1:29 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 1:21 am

I just came back to HKG from South Africa flying CX's biz class, the IFE worked perfectly fine for me, and their service was absolutely fabulous, especially the senior purser - Grace, she made the whole trip so much better. If only all of the f/a treats their pax the same way as her, I'm sure no one will complains!!!

 Smile/happy/getting dizzy Smile/happy/getting dizzy Smile/happy/getting dizzy Cathay Pacific.....The Heart of Asia  Smile/happy/getting dizzy Smile/happy/getting dizzy Smile/happy/getting dizzy
cathay pacific, now you're really flying
 
hkgspotter1
Posts: 5750
Joined: Fri Nov 04, 2005 12:43 pm

RE: Problem Of CXstudio

Tue Jan 01, 2002 1:26 am

Hot of the mark there SQ_boy !!
 
carmy
Posts: 590
Joined: Sat Oct 06, 2001 12:00 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:07 am

So anyone knows what I should do about my spoilt inflight shopping? Anyone in particular I can contact about it?
 
Cathay Pacific
Posts: 1715
Joined: Sat May 27, 2000 1:29 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:18 am

Carmy:

Where's your location??? If you are in HK or you know anyone who will fly to HK, you can ask them to bring your model to CX's Town Office in HK (i think they have a shop section in this office.):
10/F, Peninsula Office Tower, 18 Middle Road, Tsim Sha Tsui, Kowloon
I'm not sure about their exchage or refund policy but you can give it a go!!!

 Smile/happy/getting dizzy Smile/happy/getting dizzy Smile/happy/getting dizzy Cathay Pacific....The Heart of Asia  Smile/happy/getting dizzy Smile/happy/getting dizzy Smile/happy/getting dizzy
cathay pacific, now you're really flying
 
dauphin
Posts: 88
Joined: Fri Sep 14, 2001 4:24 pm

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:22 am

Did not have any troubles with the IFE on my CX flights in November: London-Hong Kong-Cebu and back (Economy), worked perfectly on all flights. And the service and the CX-staff was outstanding.
 
SInGAPORE_AIR
Posts: 11619
Joined: Mon Nov 13, 2000 4:06 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:31 am

Bit slow HKGSpotter1 today!!
Anyone can fly, only the best Soar.
 
carmy
Posts: 590
Joined: Sat Oct 06, 2001 12:00 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:37 am

Cathay Pacific: Thanks for the help. Unfortunately I live in Singapore, so having to go to HK to do the exchange is going to be quite tricky. Is there a number I could call either in HK or Singapore you think? That'd be helpful.

I hope they're able to do an exchange 'cos SIA always gives a refund or does an exchange whenever anyone complains about faulty products they bought inflight. I've still got the receipt and everything as well, maybe I should include my receipt number in my next email.

Anyway, I really don't want to be stuck with an airplane model which has a huge scratch on it. It's really quite a pain to look at. Big grin

And oh yeah, Happy New Year to everyone!  Smile
 
Cathay Pacific
Posts: 1715
Joined: Sat May 27, 2000 1:29 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:43 am

I dunno about the customer service dept's ph. number but i guess you can call their ticketing or reservation number and ask them to divert your call to the relevant dept.

In Singapore:
Reservation: (65) 533-1333
Address:10 Collyer Quay, 16-01 Ocean Building, Singapore 049315

In HK their numbers are:
Reservation: (852) 2747-1888
Ticketing: (852) 2747-1577

I hope these can help you!  Smile

 Smile/happy/getting dizzy Smile/happy/getting dizzy Smile/happy/getting dizzy Cathay Pacific....The Heart of Asia  Smile/happy/getting dizzy Smile/happy/getting dizzy Smile/happy/getting dizzy
cathay pacific, now you're really flying
 
carmy
Posts: 590
Joined: Sat Oct 06, 2001 12:00 am

RE: Problem Of CXstudio

Tue Jan 01, 2002 2:58 am

Thanks for the numbers Cathay Pacific. I'll drop them a line as soon as the New Year holiday's over. Anyway, time to go back to the topic. Shan't hijack this thread anymore. Unless, of course anyone can tell me exactly who to contact! Big grin
 
cathay250
Posts: 212
Joined: Wed Aug 18, 1999 6:16 pm

RE: Problem Of CXstudio

Tue Jan 01, 2002 6:22 am

I should say more clear about the problem i think, that is, the problem appears on one of their newest A330 at least, because my friends and i were flying MEL-HKG route and experienced the same problem, MEL-HKG is just an 9 hour flight, so it's possible that the same aircraft is flying the same route everyday, so probably it's the problem to that particular aircraft.

On my last 2 flight in June and July, i never experienced such problem, and actually CXstudio does have far more choices then the previous one, if it's more reliable,
it's just perfect.
 
CXCPA
Posts: 356
Joined: Sat May 27, 2000 11:14 pm

RE: Problem Of CXstudio

Tue Jan 01, 2002 3:12 pm

Carmy, you are very lucky. CX reply your complain. I also bought a model at their ticket office. I found that the models have defects, but the staff do not allow me to exchange a new one. So I sent an-email to CX by their web. But they do not reply. I sent the e-mail to make a complaint on the Christmas day, but now it is 2002! They still do not reply. Here is the advice to all people, if you feel unsatisfactory on the CX service, you shoul send a letter to the editor rather than send letters to the PR department. Carmy, do not wait, and send a letter to the editor.

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