it was just an 'oversight' by SingTel

[makapaaa]

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Feb 13, 2010

Long and winding road to mio TV

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I AM upset about the level of service provided by SingTel with regard to my mio TV installation. The contract was signed on Jan 20.
I have written to SingTel twice regarding two unsuccessful installations, and failed to obtain a satisfactory reply on both occasions. There was no response to my first e-mail and I had to write a long, detailed e-mail before a customer relations executive called to say he would handle my case. He reviewed my case and assured me the third installation would be successful. Unfortunately, this did not happen.
On all three occasions, different technicians came and found the same problem had not been resolved. So they were unable to proceed with the installation. They called technical support each time to report the problem and the reply was that it would be resolved before the next installation date.
I had to call almost every day to ask SingTel to ensure the necessary actions had been taken before the next installation date. I was assured each time that the problem had been resolved, which turned out to be untrue. The brief explanation from the technicians was that incorrect information had been passed among the various departments and the instructions on their work order were incorrect.
I am unhappy with the customer relations executive's attitude as he seemed impatient and wanted to close the case as soon as possible. He said it was just an 'oversight' by SingTel. There was no explanation on how the information became distorted as it was passed from one department to another.
Tan Yan Shan (Miss)

 

[IR123]

There was no explanation on how the information became distorted as it was passed from one department to another.
Tan Yan Shan (Miss)

Miss Tan Yan Shan,

If they give you the info, will you help them to correct their processes, provide good feedback?

Based on your actions, you use it to attack them. Then kpkb that they did not give you the info. How will you use the info? Attack them.

Your experiences with Singtel are not uncommon. Singtel needs to improve their operational processes.

 

[scroobal]

You do need to improve your comprehension skills. The technicians sent out by Singtel are telling the lady that they are getting the wrong information from their own company.

How is that an attack. How would you write the letter?

Miss Tan Yan Shan,

If they give you the info, will you help them to correct their processes, provide good feedback?

Based on your actions, you use it to attack them. Then kpkb that they did not give you the info. How will you use the info? Attack them.

Your experiences with Singtel are not uncommon. Singtel needs to improve their operational processes.