Jump to content

I have to answer for Singtel's mistake

Cerano

By Cerano,
in Lite & EZ

 Share

Recommended Posts

Cerano

Cerano

1st Gear
  • Author

Lucky you got your Iphone4, if not LJ sure kana cut off. [laugh]

 

those not mine. wife and all.

 

i no phone now :angry:

Link to post
Share on other sites
Icedbs

Icedbs

Turbocharged

Thank you bro

 

I asked the manager

 

How can i escalate the matter further.

He told me brusquely, the matter has already been escalated i will forward your concerns to the marketing dept knn

 

Next time, ask him for his customer escalation process. If it goes to marketing, what reply are you suppose to get from marketing and how soon it could be? If you are not satisfied with reply from marketing, what would be the next step.

 

try to probe his whole customer escalation process. If he doesn't know, then tell him you don't want to waste time with him...you want to talk to his boss. if he say his boss is not free, then tell him what about you contacting his CEO instead. Perhaps that would make his boss free.

 

 

 

Link to post
Share on other sites
Cerano

Cerano

1st Gear
  • Author

Next time, ask him for his customer escalation process. If it goes to marketing, what reply are you suppose to get from marketing and how soon it could be? If you are not satisfied with reply from marketing, what would be the next step.

 

try to probe his whole customer escalation process. If he doesn't know, then tell him you don't want to waste time with him...you want to talk to his boss. if he say his boss is not free, then tell him what about you contacting his CEO instead. Perhaps that would make his boss free.

 

thanks for the advice.

 

will try it next time!!

 

apparently im not supposed to get a reply from marketing.

 

its only for them to AAR and i have to LLST

Link to post
Share on other sites
Cap830

Cap830

Neutral Newbie

No leh, i really think bcos i no contract.

 

My colleagues also bill same same but contracted they dont entertain them also.

 

Somemore i get $500 yearly voucher to buy handset, no need to recontract, but must buy at their RRP.

 

My brother who i insist no contract. He Sec2 but bloody bill about 80-100, also managed to get discounts.

 

Maybe just my luck and negotiation skills la

 

heheh

Link to post
Share on other sites
Pippo20

Pippo20

Neutral Newbie

I have always been very supportive of Singtel bringing in the Iphone 3GS which I pre-ordered with Singtel as well.

All these years I have been with Singtel as a loyal customer despite its terrible service as compared to Starhub.

 

On the 9th of July 2010 11:10pm I received an email regarding Singtel's Iphone 4 registration of interest.

Being very interested in the Iphone I jumped at this opportunity and immediately registered for the Iphone 4.

 

I then received the email confirming my registration of interest for the Iphone 4. So with great patience I waited and waited.

 

For over 2 weeks i waited patiently.

 

On the 27th of July 11:11pm, 2 days before the official Iphone 4 launch, I received another email from Singtel saying that they would waive my $300 early upgrade fee for the Iphone 4 specifically until the 30th of September 2010.

Seeing this, I was reassured that my name was on the Singtel list for the Iphone 4 despite the lack of information from the 9th till the 27th.

 

I did not receive any invite later on for the Iphone 4 launch at Marina Bay Sands on the 29th of July. I knew it must have been for selected customers only and so I kept waiting.

 

During this time period, I had also registered my interest for an Iphone 4 for my wife from Starhub and they contacted me to collect my Iphone 4 on the 16th of August despite the fact that I registered my interest with them much later than Singtel.

There was also no need for any "reservation" to get this Iphone 4 from Starhub. Starhub handled my request expertly with every need for speed.

 

I finally got tired of waiting and called Singtel on the 18th of August in the evening.To my horror, Singtel informed me that my name was not on the Iphone "reservation" list and that registration of interest

is entirely separate from reservation of the Iphone. So after waiting for over a month, I had nothing to show for it. Singtel did not bother to even send its loyal customer a single sms or email to inform me that I would have to "reserve" an Iphone.

This despite Singtel having ready stock immediately after the launch. Singtel did not have to courtesy to update me and left me waiting for a phone.

 

Despite my evident displeasure, I went down to Westmall on the 19th in the evening to reserve the Iphone 4. Unfortunately, 2 days after on the 21st of August, the heavy downpour left me with a malfunctioning Iphone 3GS and

I needed an Iphone 4 urgently. I rang up Singtel and spoke to their customer service officer Mas on the 23rd of August 2010 at 6.30pm. She reassured me that she would expedite the request for an Iphone 4 and let me know of the result within 2 days.

On the 25th of August evening, having not heard from Mas, I once again called Singtel up and their Customer Service Officer Alena spoke to me promising me that they would give me an answer on whether

they would be able to give me an Iphone 4 immediately through a call-back later that night. I waited and waited for that call but it never did materialise.

 

Finally, today 26th August I called Singtel to enquire as to why they did not give me a call-back. At 6:25pm, a customer service officer named Subra took my call and was unable to give me an adequate answer. He brought me round and round.

He told me that he would have to get back to me regarding as to whether they would be able to provide me with an Iphone 4.I refused because I knew their call-back would either 1) not materialise as before 2) give me an inconclusive answer.

Finally I insisted on speaking to his manager yet he told me his manager was not free and he would arrange for a call-back due to the high-call volume. This is very ridiculous. I was very frustrated and told him I would be willing to hold the line until his manager

can answer the phone. Finally after holding for an additional 10 minutes, his manager Phaya answered the phone at 7.00pm and spoke to me. I explained the situation to him calmly yet he was still unable to provide me with a solution.

 

I quote verbatim "Sir, I can only forward your concerns to the marketing department as unverified feedback." I continued to haggle with him and he said "Sir, why do you keep pushing me? There is nothing I can do." He was unable to provide me with a

satisfactory answer as to why Singtel did not inform me that I would need to reserve the phone. He continually insisted that I should have called multiple times to check on the status on the Iphone.I asked him then what did I register my interest for?

He claimed it is only to gauge the interest level regardless of the line owner. Phaya repeatedly mentioned that it was based on a first come first serve basis and the first few thousand customers to register their interest were notified. So is he saying that within minutes of the email being sent, a few thousand requests were already lodged?

 

So finally I have decided i will write in to Straits Times forum and see what their GM thinks of this. To start with, it is due to Singtel's lapse in judgement that this problem occured to start with.Make no mistake, this is Singtel's fault.

Why was Starhub able to provide on multiple accounts?

 

Singtel, please provide me with a satisfactory answer as to why is it that customers were not kept updated between the 9th of July till the launch on the 29th of July.

Why is it that Singtel failed to follow up on the requests on interest registration. So we registered for fun? Customers who reserved their Iphones on the 5-9th August have already gotten their Iphones and clients who register early dont?

 

Singtel has to seriously consider reviewing its customer service policy. Is it fair that the customer pays for its failings? Why is it that even when given the opportunity to remedy the situation Singtel chooses to disregard its customers concerns?

Has Singtel grown complacent?

 

*YAWN*

 

U can write such a detailed account of what happened but did not bother to read the difference between 'registration of interest' and 'reservation' emails that Singtel sent out, I did and got my iphone4 but I've to agree with you that Singtel customer service won't call u back despite their promises, haha..

Link to post
Share on other sites
Cerano

Cerano

1st Gear
  • Author

*YAWN*

 

U can write such a detailed account of what happened but did not bother to read the difference between 'registration of interest' and 'reservation' emails that Singtel sent out, I did and got my iphone4 but I've to agree with you that Singtel customer service won't call u back despite their promises, haha..

 

i didnt get that email too

Link to post
Share on other sites
Geminik

Geminik

Neutral Newbie

the funny thing is, this iPhone4 got reception problem and yet so many people are getting.

now we got one unhappy customer saying SingTel did not treat him like a King. =x

 

which hp/smartphone nowadays got no reception problem? drop signal bars is like normal leh, my nokia also drop signal,.but neva dropped calls.

Link to post
Share on other sites
Turbonetics

Turbonetics

2nd Gear

I donno about other people, but I'[m using mine and no cut off whatsoever, even without bumper, reception still very good. 3G also no problem.

 

 

can share how long have you been using the iphone?and which telco?

by the way what's bumper?i came across it on newspaper but not sure.

my cousin who used the iphone 4 with rubber jacket got no issue with cutting off until she changed to those casing that can flip and cover the screen type then she experienced the cutting off problem.

i asked my wife to buy the galaxy s so we can make video calls but she prefer iphone as she got lotsa friend using it and she wants to play game together with them.

so if the iphone 4 does not have the problem of call drop,i will seriously consider it.

iam especially particular about call drop as iam making most of my calls to my customers and suppliers and do not hope my call will get interrupted which will be very frustrating and rude to the other party

↡ Advertisement
Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share
Go to topic listing
×
×
  • Create New...