Emily sent a message to Chua Sock Koong CEO, SingTel – email address that said:
Dear Ms Chua, I will try to make my story short and thank you in advance for reading my email.
Recently on 7/8/2016 I recontract my broadband and purchase the IPhone 6SPlus. Less than a month on, my IPhone windscreen cracked. I was referred to A.Lab at Changi City Point. I went there on 12/09/2016 (Case No. SR/184132) and served by a polite customer service officer Ms Shane. She did her duty and informed me repair cracked screen S$270 which I am ok with it. Then she told me if cannot repair then whole unit replaced is S$650, which I was shocked. I was told I will not be informed further if the expert team said my iphone whole unit have to be replaced. Of course I will not want to pay S$650 but I need to have my cracked screen repaired. So I asked the CSR based on her experience, she said my cracked screen is not very badly damaged and most likely do not have to change the whole unit. Today I receive SMS from Alab that my Iphone is ready for collection and was told that they have changed the whole unit so I have to pay another S$380 + S$270 (paid previously) when I collect my iphone.
I am very upset. S$650 for a cracked screen is a lot of money to me. I felt very exploited and cornered.
This is a very unpleasant experience for me. I hope that someone can assist and look into the way things work at A.Lab repair service centre.
Warm Regards
Emily
