To all #Singtel and #Apple customers and users, please be aware the devices you have gotten through renewal of contract from Singtel could be a used or refurbished device. It has happened to me.
I have renewed my contract with Singtel on 12 Aug 2018 and gotten a IPhoneX 256GB Silver edition from Singtel Online Sales 65383833 and picked up the IPhoneX 256GB from Toa Payoh PopStation on 14 Aug 2018. I have opened up the box on 17 Aug 2018 and found the phone display has a defect as shown on the picture. I called up 653838388 and was told Singtel could not do the exchange and wanted me to bring down to Apple Shop. Made my way to Apple Orchard and was informed that my phone was not a brand new phone as I have claimed and therefore could not do the exchange with me.
Provided me the documentation proof Genius Bar to show that the phone I have gotten from Singtel was activated on 31 Jan 2018 and it is definitely not a new phone and therefore I have to deal with Singtel. Went back and called Singtel 1688 and spoke to Aizad, Duty Manager, after battling with the customer service for nearly 7 hours of no actions on 18 Aug 2018 despite I have sent all the necessary proof.
I demanded to get my phone replaced at Hello Shop. Aizad finally told me Singtel Shop could not do the exchange at 7pm as the phone was bought through telesales and I have to wait till Monday, 20 Aug, for the telesales to work then she could work it out for me.
On 20 Aug, Aizad called and claimed the telesales cannot exchange as they need to investigate with Apple and required my approval to release the Service Agreement to Apple to prove that I have bought a new IPhoneX on 12 Aug. I gave the approval and no news or updates for the next few days till I called up 1688 again on 24 Aug. Customer Service told me they have no clues with the case as Aizad is handling it and Aizad was not around. Asked to speak to Duty Manager and was told no Duty Manager around, only Local Manager presence. Requested to speak to Local Manager and was being pushed around and finally Duty Supervisor, Fernando, answered the call. Told Fernando that I required Aizad to call back within an hour to update me. Aizad called and said she was busy with a call. So is Aizad busy with a call or not around as claimed by the CS?
Anyway Aizad provided no solution for first call and have no idea when I can get my phone replaced. I demanded to escalate to her Superior and I wanted her superior to explain to me. 30mins later, Aizad called again and told me Singtel Team has engaged Apple and need to wait till following week to confirm the outcome. In conclusion, there is still no resolutions for the issue.
So now, my questions for Apple Inc. and Singtel,
1. Is selling a used phone and claim a brand new phone a FRAUD case?
2. What kind of SOP of service recovery do you have?
3. When all documentation proof are presence, how long more do you need to investigate?
4. Is this the kind of customer service that Singtel and Apple provides to their customer by delaying them with no conclusion?
To the general public, I seek your attention in being careful to check on your devices especially those purchased at Singtel shops or Singtel retailers to bring it to Apple shop and check it if your unit is a used or refurbished set. We, consumers, paid solid premium dollars to purchase the item and should not be shortchanged by these giant companies. I urge you to share my experience with your friends, colleagues, neighbour, family members who are using Apple products, especially those bought through Singtel.
The Straits Times Consumers Association of Singapore – CASE Channel NewsAsiaTODAY #SPH #Singaporepressholdings #thestraitstimes #case #todayonline#newpaper #CNA #CNET #CES Apple Inc. Singtel Dash Apple
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