Lee sent a message to Chua Sock Koong CEO, SingTel that said:
Dear Ms. Chua, I am extremely unhappy with the aftersales services provided by Singtel/Singnet.
On 26/2, I received a SMS from Singtel promoting exclusive recontract deal on fibre broadband. I went to AMK Hello Shop on 1/3. They said not applicable here. Must only do it online.
2/3, I called the number and I told them I want to sign a new contract (my contract with Singtel expired 26/1/2016) but I want to remove my main email account and put my supplementary email account as my main email account . I was told it cannot be done at their end but to call 1688 instead.
2/3, I called 1688 and spoke to Mages who told me I cannot replace my main email account with my supplementary account. She recommended that I cancel my contract, then recontract with only one email account. I asked "How can I cancel a contract when I'm no longer under any contract, since it has expired?"
Mages also told me that it will take 7 days to terminate my contract and another 7-11 days to reconnect upon signing a new contract. I then ask her, "If I do both concurrently, there will still be a 4 day gap between my lines being terminated and reconnected and during those 4 days, I will not have any access to my home digital line, broad band TV."
She couldnt answer me, saying it's company's policy. Nonetheless, she promised me that she will escalate this matter up to senior management and get back to me within 3 days.
It is now 7 days and I have yet to hear from SingTel/SingNet and meanwhile, no compensation is given to me for the delays (I'm paying a high price for the delays created by your company.
Previously, several months back, my SingTel modem broke down on a Friday over a long holiday weekend. I called Singtel who said they are unable to send someone to look into it immediately and can only do so on Monday, so I ended up 3 days without TV. I took leave on Monday to wait for your men but nobody turned up. At 5+pm, I called 1688 again to check. It seems my complain was not logged in, as such no technician turned up. They promised to send another technician on Tuesday who finally came. I went 4 days without TV or broadband, yet I got no compensation from SingTel.
If this is the kind of lousy after sales services I get, then I will not hesitate to complain to IDA to take action against SingTel.
Kindly look into this matter on an urgent basis.
Mr. Lee
