To be fair, this agent who posted might not be Singaporean or in Singapore. I know they have outsourced their call centre and help operations, and I have spoken to Malaysians on the phone who do not know what is happening. In another thread, even while I was at the Singtel Shop re-contracting for my parents the previous year, I was directed to a booth to do a video call, which to me is nonsense - especially when the staff in the centre were quite free then and not really engaged in any customer facing task. However, it is their job, so they are required to follow instructions. My dad was so put off that we travelled all the way to the shop, only to go to some tiny booth to do a video call. when we can easily video call from home, that he insisted we ported out from Singtel. Because this is not customer service at all - it is literally making the customer go the extra mile to subscribe to a service, which is nonsense.
I don't envy them, and I can be a bit hard on them because of this blatant disregard for knowing their job, their product, their work. But to clarify, it is not personal to the outsource operator, but rather reflects on the company Singtel as a whole, since they don't appear to know their products, their offerings, and refuse to accept anything but only parrot their scripted replies.
As an aside, I'd bet the staff would get into trouble for nothing - it's not really their fault if they didn't know that Singtel had a Gamer bundle and bundled Asus routers, because the clear impression of the Singtel Broadband brand name is that Singtel = no 3rd party router. No more bridging requests entertained, etc...
