Recontracting in Singapore is a sacred act. After all, our lives revolve around our phones for most of us.
And getting the latest smartphone in Singapore is kind of like getting a wife (in the SAF). You have to keep her happy for two years before you move on to a better girl.
A slimmer and more beautiful version of her.
Which is why it’s not a good thing to come between us and our phones when we recontract.
Unfortunately, that was what allegedly happened to a man in Singapore when he recontract with Singtel.
Man Allegedly Obtain Defective Phone From Singtel
On 26 Aug, Facebook User Adrian Lok took to Facebook to air his grievances about Singtel.
He claimed that on 12 Aug, he renewed his contract with Singtel and bought an iPhone X (256GB) silver edition.
He did this through Singtel Online Sales 6538 3833 and had them deliver the phone to Toa Payoh PopStation (There’s such a thing?!).
When he collected his phone, he discovered that the phone display had a defect.
He tried to get Singtel to do an exchange for his iPhone but was told to bring the unit down to Apple Shop instead.
Sorry, The Phone is a Used Unit
When he went to Apple Orchard, he claimed that the staff told him they could not do the exchange with him.
The reason was that the unit he was holding on to wasn’t a new phone.
The staff at the Apple Shop provided documentation proving that the phone was activated on 31 Jan 2018.
Then, they sent him packing back to Singtel.
He Started Having Problems With Singtel Customer Service
Every one of us has had to call the telco providers’ customer hotlines at one point in our lives. While some have thankfully managed to dodge customer service officers and their frustratingly company-template answers, there are more out there who can provide horror stories about their experiences.
And unluckily, Lok can claim to be one of them after this experience.
After 7 hours of allegedly “battling” the Singtel customer service officers, he managed to speak to the duty manager.
When he demanded an exchange, the manager told him that he had to wait until Monday (20 Aug) before he could do an exchange for him.
Then on 20 Aug, the duty manager called and said they need to investigate the incident with Apple.
After that, there was no news from Singtel and he had to call the hotline again and was rebuffed at every turn.
Finally, he managed to reach the duty manager again who, unfortunately, was not able to offer any solution to his problem.
Advice For People Who Are Buying iPhones From Singtel
The internet is a wonderful place and there are loads of people waiting to share their opinions and advice if you ask for it.
One person decided to share how he got Singtel to resolve the issue.
Some suggested ways to escalate the matter fast.
But before you do anything, check your contract carefully.
But this person says it best.
Maybe buying a phone online, while convenient, can be risky too. After all, you can’t check the phone on the spot. And just like buying from Taobao, trying to refund or exchange after purchase can be a bi**h and a half.
What would you do if you’re in his shoes?
**All images from Adrian Lok Facebook Page unless otherwise stated.
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