My internet / Wifi connection was down on 9th Dec 19. I have called Singtel for a technician to check on the issue. He came and change my Optical devices saying it was no longer in using it. He change to a new one and reconfigure the connection but apparently failed. He mentioned that the fault came from OpenNet connection and will informed them and assured that it will be up and running the next day morning. Received a call from Singtel Cso in the morning to check on my internet but it's still the same. She will check with OpenNet technician and will call me back but to no avail. I have to make an effort to call Singtel on the outcome but only to be push around to another. I was told by the earlier Singtel technician that OpenNet will check outside of my home cableb or if not the inside of my house. I am not sure if they did but I was told that they did check on the outside but could not rectified the problem and they left! Why on earth they are not checking my house or even call me! Two precious days has passed which I am not able to close me deal from home, time consuming and most of all, INCONVENIENCE!!!
Today, 3rd day of the disaster, u was told that OpenNet will come and check in my house buy there's nothing wrong with their cables. So another Singtel technician a Pinoy, and says that the configuration done by the first Singtel technician was wrong. He managed to re configured and the internet was back to normal.
All these unnecessary moments can be avoid if every department are putting extra effort to ensure smooth customers satisfaction. I was initially offered 2 weeks waiver from CSO Manager, Sunny on my fibre and my son data usage if he over used as for me and my wife, we still have sufficient data, hopefully. Is this the only service recovery that he can offer? I demanded for him to do more and he called me back to offer 1 month waiver.
I have been at my most stressful and angry for the past 2 days, 9th and10th Dec for the inconvenience that Singtel has ever caused. Being a hard core supporter/ subscriber, is this the best service recovery that the No 1 provider can give?? I guess its about time for me to change to another Telco since I have to sacrifice my 2 days leaves just for Singtel unprofessional services?
To the higher management, please listen to the voice recording and you are able to guide a better Customer Service in future.
I demand a call back at 96641597 on my status before I escalate this matter to the next level.