Don’t ever trust Singtel

[vingt_6]

Here I want to share my horrible pre order of the new iPhone experience with Singtel.
On 19 September, I pre ordered the iPhone Xs Max 256GB Space Grey as following the steps provided by Singtel, after I registered my interest of pre order the new iPhone. I paid the full amount of $1028, after deducting a trade in value of a iPhone 7 Plus 128gb.
Those details are clearly stated in the Customer Order Details inside the Service Agreement they sent me via email. Note that the order action id is 39410195.
ibb.co/fMzOuz
ibb.co/hk6gge
I received the delivery on 5pm 21 September. The courier collected my iPhone 7 Plus. And when I unwrapped the parcel and I found that it is a Samsung Galaxy Note 9. And the Delivery Order form which comes with the parcel has a different order action id, 39410196. And my device becomes Samsung galaxy note 9 but my contract line and plan is the same.
ibb.co/cMOSMe
After speaking to Singtel stuff they checked that my order detail is the one I received in my email. And they have a different delivery order which is the one I received with the parcel. They have no idea how did this happen, and they ask me to email my order details and they paper delivery order details to them and will get back to me. I even personally went down to Singtel ComeCentre after I got the wrong phone and hoping they can exchange me an iPhone Xs Max on the spot. But they did the same thing as what the Singtel hotline stuff adviced. And they say the process will take days.
I know they eventually will give me the iPhone Xs Max which is what I paid for, but when am I going to get that? What is the point of me to pre order the phone? All my time and effort to register my interest, and following the steps to pre order that iPhone is wasted.
I do not know what happened with my order, I guess neither Singtel knows. But there must be some f***king stupid mistake in between. They must messed up their connection between their client side and databases. How come my order is correct but turns to something else when it proceeds to delivery??? And they way Singtel handles this issue, couldn’t they just exchange me a new iPhone on the spot?!! I am sure they must have extra stocks besides those reserved for appointments. They have made my pre order experience as SH*T ! Regret pre order, regret re contact with them.

 

[wetdreamx]

Okay. Support green or orange next?

 

[007Mi6]

Did not check when you sin on the spot? Or the parcel indicated your name but inside it is the order no of a different stuff?

 

[vingt_6]

Did not check when you sin on the spot? Or the parcel indicated your name but inside it is the order no of a different stuff?

Yeah didn’t check but I think even if I check I won’t be able to receive anything within the lunch day also. I believe they must undergo that frustrating process to check my order and get back to me

 

[eric3743]

Did not check when you sin on the spot? Or the parcel indicated your name but inside it is the order no of a different stuff?

Singtel package is handle by Singpost delivery.

What this Singpost delivery do is to ask you to sign and push the package to you.
And then will tell you for any problem do contact Singtel as they are not responsible for the package content.

So in other word should the package content is not what you have ordered, you have to contact Singtel hotline to deal with CSO.

The next biggest problem for you is there will be delay and delay in days.
Not forgetting if in the end will this be resolved or not would depend on who handle your case.

Hence knowing Singpost and Singtel do not really take responsibility on the package.. i never want to order anything online from them.


In proper procedure the customer has the right to open to inspect the content in the package.
The customer do have the rights to reject the package if it is not in order or there is an issue as in damage handset.

Because once the package is delivered to you it mean that you have accept the package in good order.
Subsequently should the handset do have any problem, you have to deal with the handset's manufacturer &or distributor service yourself.. not their problem.

 

[vingt_6]

Singtel package is handle by Singpost delivery.

What this Singpost delivery do is to ask you to sign and push the package to you.
And then will tell you for any problem do contact Singtel as they are not responsible for the package content.

So in other word should the package content is not what you have ordered, you have to contact Singtel hotline to deal with CSO.

The next biggest problem for you is there will be delay and delay in days.
Not forgetting if in the end will this be resolved or not would depend on who handle your case.

Hence knowing Singpost and Singtel do not really take responsibility on the package.. i never want to order anything online from them.


In proper procedure the customer has the right to open to inspect the content in the package.
The customer do have the rights to reject the package if it is not in order or there is an issue as in damage handset.

Because once the package is delivered to you it mean that you have accept the package in good order.
Subsequently should the handset do have any problem, you have to deal with the handset's manufacturer &or distributor service yourself.. not their problem.

Thanks for the sharing. In my case I believe they will exchange my phone as there’s a clearly stated order of an iPhone Xs Max on Singtel side also, so it’s definitely something went wrong when the order goes to warehouse for delivery.
I chose delivery for my new iPhone is because of I want to trade in my order iPhone . Which will only available for delivery. They don’t accept trade in at their store. They must have someone to come to my house to collect that trade in phone.

 

[vingt_6]

Till now 3pm 22 September, I still did not get any feedback from Singtel, I will probably missed the 3 days lunch event. Just F that. I also heard that even you come down to their Comcentre to collect the new iPhone , it will take 3-4 hours for Singtel, with an appointment. Whereas the M1 user says he only took 10 mins for the whole process. RIP Singtel users

 

[eric3743]

Thanks for the sharing. In my case I believe they will exchange my phone as there’s a clearly stated order of an iPhone Xs Max on Singtel side also, so it’s definitely something went wrong when the order goes to warehouse for delivery.
I chose delivery for my new iPhone is because of I want to trade in my order iPhone . Which will only available for delivery. They don’t accept trade in at their store. They must have someone to come to my house to collect that trade in phone.

Remember to keep and hold on to any receipts &or documents received.
And not to use the new phone to avoid complication later.. leave it as it is.

Take note on all incidents and recording (statements made).
Most important to take note on the NAME of all CSO you have communicated with and Date/Time, for references.


In my case i only did one online purchase from Singtel and so observe this type of procedure.
Whereas most other online purchase were from Starhub which follow the procedure i mentioned.
Did happened at one time on Starhub online purchased the delivery staff did not follow the correct procedure.
And this happened to one customer who happened to be on the same route with what i encountered on delivery staff not follow the procedure.
In the end the customer had to visit iPhone (3rd party) service center and got a rude shock.

The service center gave me 3 possibility:-
- Repair my phone
- Exchange refurbished one
- Exchange new one without exchanging new box (that means my phone and the box having different serial number)

 

[evelynleebali]

Remember to keep and hold on to any receipts &or documents received.
And not to use the new phone to avoid complication later.. leave it as it is.

Take note on all incidents and recording (statements made).
Most important to take note on the NAME of all CSO you have communicated with and Date/Time, for references.


In my case i only did one online purchase from Singtel and so observe this type of procedure.
Whereas most other online purchase were from Starhub which follow the procedure i mentioned.
Did happened at one time on Starhub online purchased the delivery staff did not follow the correct procedure.
And this happened to one customer who happened to be on the same route with what i encountered on delivery staff not follow the procedure.
In the end the customer had to visit iPhone (3rd party) service center and got a rude shock.

ahhhh I don't like when these things happen. thanks to share ah, hope you got it fixed now liao.

 

[Enique]

Here I want to share my horrible pre order of the new iPhone experience with Singtel.
On 19 September, I pre ordered the iPhone Xs Max 256GB Space Grey as following the steps provided by Singtel, after I registered my interest of pre order the new iPhone. I paid the full amount of $1028, after deducting a trade in value of a iPhone 7 Plus 128gb.
Those details are clearly stated in the Customer Order Details inside the Service Agreement they sent me via email. Note that the order action id is 39410195.
ibb.co/fMzOuz
ibb.co/hk6gge
I received the delivery on 5pm 21 September. The courier collected my iPhone 7 Plus. And when I unwrapped the parcel and I found that it is a Samsung Galaxy Note 9. And the Delivery Order form which comes with the parcel has a different order action id, 39410196. And my device becomes Samsung galaxy note 9 but my contract line and plan is the same.
ibb.co/cMOSMe
After speaking to Singtel stuff they checked that my order detail is the one I received in my email. And they have a different delivery order which is the one I received with the parcel. They have no idea how did this happen, and they ask me to email my order details and they paper delivery order details to them and will get back to me. I even personally went down to Singtel ComeCentre after I got the wrong phone and hoping they can exchange me an iPhone Xs Max on the spot. But they did the same thing as what the Singtel hotline stuff adviced. And they say the process will take days.
I know they eventually will give me the iPhone Xs Max which is what I paid for, but when am I going to get that? What is the point of me to pre order the phone? All my time and effort to register my interest, and following the steps to pre order that iPhone is wasted.
I do not know what happened with my order, I guess neither Singtel knows. But there must be some f***king stupid mistake in between. They must messed up their connection between their client side and databases. How come my order is correct but turns to something else when it proceeds to delivery??? And they way Singtel handles this issue, couldn’t they just exchange me a new iPhone on the spot?!! I am sure they must have extra stocks besides those reserved for appointments. They have made my pre order experience as SH*T ! Regret pre order, regret re contact with them.

I encounter same issue as you , i order 2 iphone xs max and one iphone become Samsung galaxy note 9

 

[mikezuper]

Think Singtel/Singpost back end cock up?

When mix up happened in supposedly automated environment, it is harder to fix.

So please be patient while they sort it out.

 

[Enique]

Its not a normal cock up , its a severe one. If you look at my images which i post, the 2 device one belong to me, the 1 device one belong to my son. How come my son one can see model while mine both cannot see model and 1 is wrong phone?

https://ibb.co/gVJ3gp
https://ibb.co/h4VPMp
https://ibb.co/nHKvSU

Unable to see model for my package so if i break the seal means i accept the item , is this right? Investigate or not this is not a simple mistake that should happen for a major company. Best part is i only receive 1 service agreement in my email and the other one is missing.

 

[eric3743]

Its not a normal cock up , its a severe one. If you look at my images which i post, the 2 device one belong to me, the 1 device one belong to my son. How come my son one can see model while mine both cannot see model and 1 is wrong phone?

https://ibb.co/gVJ3gp
https://ibb.co/h4VPMp
https://ibb.co/nHKvSU

Unable to see model for my package so if i break the seal means i accept the item , is this right? Investigate or not this is not a simple mistake that should happen for a major company. Best part is i only receive 1 service agreement in my email and the other one is missing.

Btw is there any reference on the phone IMEI codes stated on the documents.

There should have the model s/no and IMEI code stated clearly as to identify the handset.

 

[Enique]

Btw is there any reference on the phone IMEI codes stated on the documents.

There should have the model s/no and IMEI code stated clearly as to identify the handset.

Hi, the best part is one sales agreement come in his email only, the iphone one without imei, and the other one missing. No imei on the documents. Probably their own document they have

 

[mun]

Thanks for sharing. It is amazing and interesting such thing happened from singtel. Hope everything will be settled well and also Hope this wouldn't happen to my delivery tomorrow

 

[Enique]

More than 3 days and nothing been done

 

[DarkBlue]

This will happen, but never happen is you order Huawei / Samsung then become iPhone

Only paid downgrade, never free upgrade

 

[chenaz]

Not enough stocks so give u a junk to test. Or Samsung paid Apple to let Apple user to try with note 9 for free.

 

[Laneige]

Starhub now is once accept or something is go back to apple liao

 

[yingzhuo1234]

haha maybe some salesman problem