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Jan 25, 2010
Disappointed with telco's customer service
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SINCE the start of this month, I have experienced less than acceptable broadband and customer service from SingTel. My broadband service is supposed to be 10Mbps, but the speed is only around 1Mbps. I cannot even access my e-mail without refreshing the page load every few seconds due to page error. This problem occurred again last Tuesday night, even though a technician had visited my home in the afternoon and confirmed that the problem was solved. So around 11.30pm, I called the helpdesk. I had to repeat my story three times before the officer finally acknowledged my concern. Worse, he was munching food and speaking to me at the same time. I do not call this professional. He finally confirmed that a technician would arrive at my home the next day, between 9am and 11am.
So I took emergency leave and waited at home, but no technician arrived. At 12.30pm, I called SingTel. The helpdesk officer confirmed that an appointment had been fixed and it was reflected in the system. He was not sure what had gone wrong, and had to check with the technical support team. He promised he would arrange for a technician to visit as soon as possible that day and said he would contact me again within half an hour to reconfirm the appointment. After waiting for four hours, I decided to call the helpdesk again and was told that no third-party technicians were available and there had been a mix-up in the appointment by the first officer who served me. He should have spent his time listening to customers during his work hours rather than munching away.
Singtel is definitely not managing relationships with its customers well. As a loyal customer, I am truly disappointed.
Lim Guan Hong
Home > ST Forum > Online Story
Jan 25, 2010
Disappointed with telco's customer service
<!-- end by line --> <!-- story content : start -->
SINCE the start of this month, I have experienced less than acceptable broadband and customer service from SingTel. My broadband service is supposed to be 10Mbps, but the speed is only around 1Mbps. I cannot even access my e-mail without refreshing the page load every few seconds due to page error. This problem occurred again last Tuesday night, even though a technician had visited my home in the afternoon and confirmed that the problem was solved. So around 11.30pm, I called the helpdesk. I had to repeat my story three times before the officer finally acknowledged my concern. Worse, he was munching food and speaking to me at the same time. I do not call this professional. He finally confirmed that a technician would arrive at my home the next day, between 9am and 11am.
So I took emergency leave and waited at home, but no technician arrived. At 12.30pm, I called SingTel. The helpdesk officer confirmed that an appointment had been fixed and it was reflected in the system. He was not sure what had gone wrong, and had to check with the technical support team. He promised he would arrange for a technician to visit as soon as possible that day and said he would contact me again within half an hour to reconfirm the appointment. After waiting for four hours, I decided to call the helpdesk again and was told that no third-party technicians were available and there had been a mix-up in the appointment by the first officer who served me. He should have spent his time listening to customers during his work hours rather than munching away.
Singtel is definitely not managing relationships with its customers well. As a loyal customer, I am truly disappointed.
Lim Guan Hong
