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Thread: singtel customer care took ages to response and no number available apart from 1688

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    Default singtel customer care took ages to response and no number available apart from 1688

    phone delivered to my house last wednesday 9pm.
    called singtel customer care 1688 immediately to enquire missing promotional items.
    officer said she emailed to someone at singtel shop and they will call me by end of next day (thursday).
    Called 1688 at thursday 12noon and 5pm to check if singtelshop will call, not surprised officer has no idea.
    Till Friday no one called, so called again on Friday afternoon. This time customer care office promised
    to call me on saturday and assured me not worry. I probed if she can provide a number for me to call
    directly, instead of waiting indefinitely. Response was no number is available and even customer care can only
    contact singtelshop by email. No number??? even for internal communication? that's very hard to believe.

    Not surprisingly no one called over the weekend.
    Today I called customer care again to look for the officer I spoke on friday. Couldn't be found and was told will contact her internally
    and expect a call back from her within 3 days.

    I now don't expect to get the promotional items anymore since the promo is very - they can claim easily the items are no more available.
    Still I am not going to let this go unsettled.

    My friend bought a HTC ChaCha from them at the shop last friday, they just say no more tickets for the HTC Likes concert. Now go check the online shop website the promo is on. What's going on with these people?
    Last edited by ConnorMcLeod; 11th July 2011 at 04:38 PM.

  2. #2

    Default Re: singtel customer care took ages to response and no number available apart from 16

    Maybe you should post on Stomp/write to straits times instead of here? It's not like we work for Singtel...
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    You never get name of officer you spoke to?

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    Moderator ziploc's Avatar
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    It's quite typical of Singtel. I've emailed them regarding some of their web interface problem before, they replied and said the issue was being escalated to the manager's attention. After that no more news, and till now the problem is never fixed.

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    Default Re: singtel customer care took ages to response and no number available apart from 16

    virtual monopoly......what to do?
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Quote Originally Posted by edutilos- View Post
    You never get name of officer you spoke to?
    I got the name.
    Then upon follow up call, the customer care officer says cannot be sure if the previous officer was on duty etc etc and will arrange to call me back.
    Got name also no use. I bet if we get their numbers, it will be redirected to the voicemail.

    Quote Originally Posted by ziploc View Post
    It's quite typical of Singtel. I've emailed them regarding some of their web interface problem before, they replied and said the issue was being escalated to the manager's attention. After that no more news, and till now the problem is never fixed.
    The latest email (this morning) says the offers is (as usual) "while stock last".
    Really? I made the purchase online almost immediately when the offer as put on the site - I know because I was checking the site daily or maybe more regular to check the details of the various phones. AND I chatted with the sales online and confirmed I am eligible for the promotion.

    Whatever, it is not important for me to get the items (HTC Like ticket, which I won't go; MS keyboard + mouse + xbox games, which I won't use)
    BUT it is the handling that irritates me, and the fact that the nation's biggest telco operator allows their sales team to hide behind an email address to deal with the customer is outright ridiculous. The "while stock last" part is also dubious - 2 of 2 times it happened. I got bad luck always?

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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Quote Originally Posted by ConnorMcLeod View Post
    I got the name.
    Then upon follow up call, the customer care officer says cannot be sure if the previous officer was on duty etc etc and will arrange to call me back.
    Got name also no use. I bet if we get their numbers, it will be redirected to the voicemail.


    The latest email (this morning) says the offers is (as usual) "while stock last".
    Really? I made the purchase online almost immediately when the offer as put on the site - I know because I was checking the site daily or maybe more regular to check the details of the various phones. AND I chatted with the sales online and confirmed I am eligible for the promotion.

    Whatever, it is not important for me to get the items (HTC Like ticket, which I won't go; MS keyboard + mouse + xbox games, which I won't use)
    BUT it is the handling that irritates me, and the fact that the nation's biggest telco operator allows their sales team to hide behind an email address to deal with the customer is outright ridiculous. The "while stock last" part is also dubious - 2 of 2 times it happened. I got bad luck always?
    4 words for you:

    complain to your MP

    and another 4 words in case it doesn't work:

    write to PM Lee

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    Senior Member bonrya's Avatar
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    Default

    Write to the CEO of singtel. Confirm someone will call you no matter what time it is to apologize.

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    Member 9V-Orion Images's Avatar
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Is the same throughout the entire world...


    Australians complaining about Optus.

    Indians complaining about Bharti Airtel.

    Indonesians complaining about Telkomsel.

    Thais complaining about Advanced Info Service.


    Oh, wait a minute. They are all owned by Singtel.
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Quote Originally Posted by 9V-Orion Images View Post
    Is the same throughout the entire world...


    Australians complaining about Optus.

    Indians complaining about Bharti Airtel.

    Indonesians complaining about Telkomsel.

    Thais complaining about Advanced Info Service.


    Oh, wait a minute. They are all owned by Singtel.
    Apparently they deployed the same process to all groups they own.

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    Default Re: singtel customer care took ages to response and no number available apart from 16


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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Quote Originally Posted by ConnorMcLeod View Post
    I got the name.
    Then upon follow up call, the customer care officer says cannot be sure if the previous officer was on duty etc etc and will arrange to call me back.
    Got name also no use. I bet if we get their numbers, it will be redirected to the voicemail.


    The latest email (this morning) says the offers is (as usual) "while stock last".
    Really? I made the purchase online almost immediately when the offer as put on the site - I know because I was checking the site daily or maybe more regular to check the details of the various phones. AND I chatted with the sales online and confirmed I am eligible for the promotion.

    Whatever, it is not important for me to get the items (HTC Like ticket, which I won't go; MS keyboard + mouse + xbox games, which I won't use)
    BUT it is the handling that irritates me, and the fact that the nation's biggest telco operator allows their sales team to hide behind an email address to deal with the customer is outright ridiculous. The "while stock last" part is also dubious - 2 of 2 times it happened. I got bad luck always?
    Very simple. Tell them to cancel the contract you just signed, and you will return the phone. End of story. Happened to me with M1. They were calling me back very fast and each person they escalated to got an earful from me. In the end they fixed my problem on the spot.

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    Senior Member roDz's Avatar
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    I was even shouted at by a Singtel corporate person over the phone..she didnt appologize so i dealt with her superior instead. Now with M1..so far so good..

  14. #14

    Default Re: singtel customer care took ages to response and no number available apart from 16

    This is very typical of service hotline or call desk - whenever they say they will call you back, chances are only 1 out of 10!

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    Member 9V-Orion Images's Avatar
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Quote Originally Posted by edutilos- View Post
    You never get name of officer you spoke to?
    A friend of mine work as a customer service executive in a MNC here in Singapore and it's part of protocol that they never ever give their real name just the company assigned pseudonym.

    You may have 10 "Stevens" and 10 "Jennifers" sitting within 10 meters of each other.
    Last edited by 9V-Orion Images; 18th July 2011 at 07:50 PM.
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    Default Re: singtel customer care took ages to response and no number available apart from 16

    Quote Originally Posted by 9V-Orion Images View Post
    A friend of mine work as a customer service executive in a MNC here in Singapore and it's part of protocol that they never ever give their real name just the company assigned pseudonym.

    You may have 10 "Stevens" and 10 "Jennifers" sitting within 10 meters of each other.
    In "The World is Flat", it mentioned most call centers are outsource nowadays say to India.
    Say, if the company being supported is based in USA, these teams will learn the american accent and use names popular in USA as their 'nickname',
    to give the callers the sense they are talking with a local support person.

    Anyway, as for my case, after about 6 calls + multiple emails, I got what I suppose to get finally.
    One customer support person actually called me every evening 9pm to report progress (despite usually no progress was made).
    Whatever...

    The phrase "while stock last" seriously put the consumer in a disadvantageous position, as we won't really if there is still stock or not.
    I think the merchants should advertise the inventory in their shop (e.g. on the TV screen, an electronics display, website etc.) just to be fair.

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