Anuj Behl sent a message to Chua Sock Koong that said:
Its highly unfortunate that I have to take the liberty of writing to you, however I thought thatâs something I should do before I end my 16 year long relationship with Singtel..
In this time my estimate is that I have spent over 100,000$ with Singtel personally. I also in my capacity as the COO of BT south east Asia introduce Singtel as the preferred corporate mobile provider, moving away from Starhub. This was a big mistake personally as I also agreed to change my personal plan to a corporate line in March of this year.
It was 3 weeks ago that in an unfortunate incident I lost my phone having left it in a taxi. To compound matters I was scheduled to leave on a business trip that very night.
I rang Singtel Customer service and asked for immediate assistance to be able to get a replacement phone and sim card on the very same day in view of the business trip I had to be on
Here is a summary of what has happened since then:
- The customer service indicated it will take 3-5 business days regardless of my situation
- The customer service asked for personal particulars and was quick to spot that I was no longer with BT.
- Promptly a new form was sent to me and on the very same day a 95$ additional âconversionâ fee was imposed.
- The new phone and sim card was put on hold till the form was filled, sent and processed by Singtel (another 3-5 days)
- A week on â this was done and Singtel had made a quick 95$ and I on the other hand had on phone for over a week
- I had to called Singtel again to find out what I needed to do to get a new phoneâ¦Simple a new 2 year contract and additional 350$
- At this point I realized that I am on the Combo 12 which is the highest possible pay plan I am entitled a 500$ handset voucher which was due in Decemberâ¦
- I asked if Singtel will show a good faith gesture to a prestige customer of 15 years and issue the voucher 2 months in advance to address the immediate need
- This took 9 days for Singtel to get back to meâ¦and the answerâ¦you guessed it was NO.
If I do the math on this correctlyâ¦if I cancel my line my Singtel..pay the early termination fee and port over the number to Starhubâ¦it will still not cost me any more.
What would you do in my shoes?
Shockingly disappointed..
Anuj Behl | Global Client Director | Gartner
8 Temasek Boulevard, #13-01 Suntec Tower 3, Singpaore 038988
Mobie: +65 90171792 | Email: anuj.behl@gartner.com | www.gartner.com
