We are writing from C&J Investment Holdings Pte Ltd, Account No : 607133449. We would like to share our feedback with regards to the lack of professionalism from our Account Manager, Coreen Chan.

We were in the process of porting our office line from SingTel to M1 and Coreen has displayed a lack of professionalism when handling the process. On various occasions, she gave us passive replies and multiple incorrect information. For the fact that she is the expert in the field, we trusted her and the information she conveyed to us. Yet, we were sorely disappointed when we found out her information was inaccurate. When we further prompted her for rectification, she was unkind in her tone and displayed a lack of remorse.

Coreen informed us that we needed a digital phone for the porting and when we enquired if any digital phone works, she confirmed that it does. She even sent us a link with image to purchase the digital phone. However, when the Engineer arrived, he informed us that the port doesn’t support digital phone and only works on analog phone. She then claimed that the example she sent us previously was an analog phone. This is ambiguous as her change of statements is appalling. Why would a person confirm that a digital phone is to be used, but send us a photo of an analog phone? This is a display of a severe lack of expertise and professionalism.

We have attached in this email various email exchanges and WhatsApp dialogues between our Director and Coreen. From these, it is evidential that Coreen has displayed a lack of professionalism.

Due to her negligence and passive attitude, it resulted in a loss of efficiency and productivity on our end, paired with a waste of manpower and resources when our colleagues had to constantly source for the correct device and to tend to the Engineer’s arrival. We were unable to receive faxes and phone calls on our office main line for more than a month, causing us tremendous inconvenience and a loss of business. As we had to port the lines back to SingTel thereafter, we also have to bear admin and technician costs.

We would like an explanation of why was the agreement to port the lines over unfulfilled by M1? The lines were unable to connect to our Xerox Printer & Fax and to our Panasonic Key Phone System. We understand from both our suppliers that there should be no problem in connecting. Yet, this was not completed successfully.

We also look forward to a reply on an explanation for Coreen’s behaviour and action plans to prevent similar situations from happening.