SINGTEL customer service sucks...

[lindaocta]

I am so pissed of with Singtel customer service. It happened September 2007. My sister has been using my account for her mobile number in Singapore. On August, she went to China for her final year attachment, so we decided to suspend her mobile number so she could use it back after her four months attachment. However, after one month suspension, we decided to terminate the plan because she was thinking to sign up to starhub when she was back because of the better benefit. I called the customer service from Australia and notify them I wanted to terminate the mobile. Termination confirmed by the customer officer, however, after one month the suspension bill (SGD 15 dollar) came. So I called again and asked them why then charge for the suspension since I had paid my previous bill and called for termination. They said sorry and would directly process my termination on the spot and waived off the bill. Guess what, after 6 months, another bill come! (July 2008) and stated I need to pay for the suspension fee (AGAIN). My sister smsed me from Singapore and ask me why they were still charging me. SO, I called again and asked. Same responds and they said I did not need to pay for the bill and the termination would occur immediately. I thought the case was closed. No bills for a few months, then again... on November 2008, my sister recieved another bill ($21,20) for this number. WTF!!! I was so angry and called them again. This time I complained and the customer officer told me they would call me the next day to confirm the line has been terminated. I did receive the call the next day and told me it had been terminated and I did not need to pay 21.20 bill because it was their fault. TODAY, 12th January 2009. My sister smsed me and told me she received another bill and will cost 24 dollar and charge to my internet bill if I never paid. WHY? Is this they way they work? I called 4 times for the same issue but it has not being solved till now. It's really horrible to play with customer trust. I will call again today and because of this issue, I would like to terminate my stupid internet plan as well. Although it only 21 dollars, still I am so disappointed for this service. Singtel can buy over OPTUS and have damn nice international goodwill, but they can't even take care their own customer. I will make sure I am not going to sign up with any singtel plan in the future.

Btw, where I can complain for this poor customer service?:angry:

 

[Deadpoet]

You are so misguided.

How can Singtel customer service sucks.

In order to have customer service that sucks, Singtel needs to have customer service in the first place.

Fortunately for Singtel, it never have any customer service, so it wont suck :dunno:

 

[lightbrush]

The only way to make them wake up and hear you is to write to the press. Singtel's PR Dir Ms Chiam will then personally attend to your complaint. Go ahead. You will get a lot of support from the ST online veteran critics who won't hesitate to add supporting fire for you :bsmilie:

 

[leejay]

It can be an application fault. They just need to get their programmers to edit a certain module in their jar package. Give them some time to correct it. I understand your anxiety as a customer. I am sure they are handling it right now.

 

[Canew]

leejay, TS has informed Singtel a few months ago already! The process is taking too long...

 

[vince123123]

Actually, if you have your instructions sent to them in writing, you don't even need to bother to call and call again. You can safely just ignore the invoice

The problem with the companies in Singapore is that they know they can afford to be slipshod. Because once Singaporeans receive the bill, they will get ants in their pants and call and call. And then you rinse and repeat the process.

 

[ninelives]

i have to agree man. i was so "hot and boiling" talking to them.

i cant access a website using internet broadband, but in office or using mobile broadband i can.

so i logged a case and sent them the tracert/traceroute and a description of my problem.

then, i receive an email and a case id.

then i called them and quote them the case id. the operator was like soooooo lost......it was like she can't find the case id. she dont know what is my problem and i have to repeat all over again !!

and she dare to ask me for the tracert again.....

till date( a month ) already, i still cannot access the site. ..

i want to log another call and complain to higher management.

 

[lindaocta]

The last bill shown that if I ignore the bill, it will be added to my Singnet bill, which is kind of sucks because these two are two different services!

Now I am thinking of canceling my singnet as well since there is better offer from other provider.

I will try to write in and fax over to singtel. and see how it goes from there. It's just wasting my time. It has been more than one year!

Write to press... you mean write to something like asiaone.com.sg?

Thanks for the response. Didn't know lots of ppl pissed of by the service as well.

 

[vince123123]

They can add anything they want, the question is whether you're legally liable for it. You only need to pay the part which is legal, and ignore the part which is not legal.

If they try to sue you to recover, bring up the documents I talked about earlier.

If they try to cut off your service, then you can go to Small Claims to sue for breach of contract.

The last bill shown that if I ignore the bill, it will be added to my Singnet bill, which is kind of sucks because these two are two different services!

Now I am thinking of canceling my singnet as well since there is better offer from other provider.

I will try to write in and fax over to singtel. and see how it goes from there. It's just wasting my time. It has been more than one year!

Write to press... you mean write to something like asiaone.com.sg?

Thanks for the response. Didn't know lots of ppl pissed of by the service as well.

 

[CYRN]

pls check the date of suspension services being charged... was is before or after your request? could it be outstanding/residue billing?

 

[lindaocta]

Checked on the bill, it's after the termination. Even the customer officer told me that I should ignore the bill and will not receive any bills in the future. I checked with him if I still have any other outstanding amount that I need to pay. AND four time I get this answer: "NO, I do not have any outstanding balance for this bill".

 

[CYRN]

OIC... then do write in.. in Sg... talk is cheap...B&W and no one can siam.

 

[CYRN]

Write to press... you mean write to something like asiaone.com.sg?

You in aussie? dun need to write to Sg press... write to international press/forums! :bsmilie::bsmilie:

 

[lindaocta]

I did actually think of writing to Aussie press since singtel is quite famous here (since they brought over Optus) will see how it goes after I write in

Anyway, thanks for the support

 

[smalltake]

You are so misguided.

How can Singtel customer service sucks.

In order to have customer service that sucks, Singtel needs to have customer service in the first place.

Fortunately for Singtel, it never have any customer service, so it wont suck :dunno:

BINGO!!

 

[smalltake]

You are so misguided.

How can Singtel customer service sucks.

In order to have customer service that sucks, Singtel needs to have customer service in the first place.

Fortunately for Singtel, it never have any customer service, so it wont suck :dunno:

The last bill shown that if I ignore the bill, it will be added to my Singnet bill, which is kind of sucks because these two are two different services!

Now I am thinking of canceling my singnet as well since there is better offer from other provider.

I will try to write in and fax over to singtel. and see how it goes from there. It's just wasting my time. It has been more than one year!

Write to press... you mean write to something like asiaone.com.sg?

Thanks for the response. Didn't know lots of ppl pissed of by the service as well.

Singtel service used to be top-notch! My company uses their services and they have RM (Relationship Manager), a sexy gal, to serve you (on tele-communications needs only!!). After Lee Hsien Yang left, the lady's fired all the RM and we have to call the service number, and we often have to wait................ wait...................... wait.............................................. wait................................... and wait................................................until the line gets cut-off!!

Her emphasis is now on overseas subsidiaries, local market is too saturated for her..... thats why there is pratically no service here locally. And to say this is our national communciation carrier............. pweeee!!

 

[contaxable]

Singtel is having a huge call volume daily and in order to cope, they hire part timers paid hourly. most of them are good. but if you chance upon some bad ones, you've had it.

they should have a call log to indicate the communication history. request them to read out to you if you can.

one of the best way is to write them an email for termination followed by a call to confirm action. in this way, there is a record and if they should over looked, you still have a base to argue on.

dont feel angry over this matter as you are dealing with each person each time. the next person serving you should not really get the full blame to pour anguih over him/her.

am replying as an outsider and so i am not speaking on their behalf. i had seen how the call centre works in the past. it really is madness and they have high threshold for tolerance to say the least. they are humans afterall and may be your neighbour's daughter or son.

as for outsourced call centres overseas, the problem may get more tricky as there is a communication barrier and they sometimes cant understand our accent or lingo. just fyi