Huge troubles with Singtel at GWC

[Lauren264]

I handed my iPhone into Singtel at Great World City as they told me they would be able to fix it for me in two days.
They ignored my calls for days, and eventually gave me back a phone that is not mine (but refuse to admit this) and does not work.
I had very personal details on the phone, and desperately need it.
Whenever I call the branch or personally visit it I am abused by the employees who yell at me and my husband, accusing us of lying and cheating and just generally threatening us.
We are at a loss - what can we do to get my iPhone back? And how can we get some kind of legitimate customer service when employees won't even speak to you?
We have called the Singtel Customer Help line to no great effect. If anyone has any suggestions it would be greatly appreciated!!

[BillyB]

Welcome to Singapore!

[ecureilx]

Welcome to Singapore!

Or, rather, Welcome to SINGTEL !!!!!!!!!!!!!

Corporate customers are treated like God .. all else, not interesting ..

[Mi Amigo]

Whenever I call the branch or personally visit it I am abused by the employees who yell at me and my husband, accusing us of lying and cheating and just generally threatening us.

Wow, did they really yell at you and threaten you? I'm not disputing that you had bad / nonexistent service from SingTel (I have also been there and got the T-shirt), but I've never seen the kind of behaviour you describe at a place like that. I'm not questioning the veracity of your statements, just curious. TBH, if that happened to me I would take up the verbal abuse and threats with SingTel's senior management, as IMO it would constitute a far more serious complaint than the original phone problem.

It's also interesting to me that SingTel were even prepared to take the phone back for repair in the first place. Whenever I've had a problem with the phone itself, SingTel have always told me that it's nothing to do with them and I have to go to the phone vendor (Samsung, etc.). Perhaps they do things differently with iPhones (I've never owned one of those, nor am I likely to in future, but that's another story).

[ecureilx]

..

Firstly, I need to plead guilty ... for not having asked around.

I mentioned the story to a friend, who used to work at the GWC Serviced Apartments and she insists that the GWC shop is an EXCLUSIVE RETAILER - i.e. NOT SINGTEL per se

Is the shop at the second floor ?

You should go to Singtel, at Killiney Road, and talk to the Customer Support there, instead of fighting with the retailer .. Just walk over to Kiliney Road, says my friend ..

[Mi Amigo]

Aha, well it might make a little more sense if they are an authorised retailer as opposed to a SingTel Hello (as in "Hello, can someone please serve me??") shop. I say this on the basis of:

1. The people in the shop (allegedly) being so rude. As I mentioned, I'd be surprised to see that at an official SingTel outlet. A 'deer in the headlights' / 'does not compute' stare when the person has fallen off the end of their training flow chart, yes. But yelling and threatening, surely that would get a SingTel employee fired?

2. The fact that they took the phone back for repair (albeit with disappointing results), which in my experience at least is not something that SingTel shops are willing to do.

If I were in this position I would take the matter up with SingTel management, since if this is indeed an authorised retailer, their actions are casting the SingTel brand name in a bad light - even relative to the less than stellar service we sometimes see at their own outlets.

[Strong Eagle]

I am surprised that the Singtel authorized retailer took the phone for repairs. AFAIK, there is only one place to go for iPhone repairs and that is the Singtel store on Exeter Road.

I agree with others... the clowns at GWC are an 'exclusive retailer'. You need to complain to Singtel, you need to complain to case, then send notice of intent to file in small claims court. Clowns who scream need to be pushed back on hard.

[ecureilx]

I am surprised that the Singtel authorized retailer took the phone for repairs. AFAIK, there is only one place to go for iPhone repairs and that is the Singtel store on Exeter Road.

I agree with others... the clowns at GWC are an 'exclusive retailer'. You need to complain to Singtel, you need to complain to case, then send notice of intent to file in small claims court. Clowns who scream need to be pushed back on hard.

And, since Singtel may also quickly wash their hands off the problem, and how some 'phone shop retailers behave' a-la some of 'em in Sim Lim and Lucky Plaza, it may be better to take proof of your phone (i.e. Serial Number or such) and head to the nearest police station and teach the retards a lesson ..