M1 Customer Service

[kurrdy]

Dear All,

Wanted to share my frustration with my very recent experience with M1. please share your thoughts after reading. (Sorry if the story is too long)

Been with M1 since 1997 till now. no major hiccups but often felt that M1 is always on the losing edge as compared to other telcos on the customer loyalty reward (ie no discount voucher on phone etc). My family uses lines from M1 (under my name 5 lines) for the multi-lines discount.

Story to trace back started in 25th Feb 2011, lost my iphone due some carelessness, called M1 reported the lost and requested to buy/re-contract for a replacement phone. M1 CS advice that my contract was ONLY 12 months++ at tat point of time, early re-contract charges will be $300. since its nobody's fault, paid the early re-contract charges and the iphone price.

the same iphone that i paid for on 25th Feb 2011, went dead on me 27th Feb 2012. its just my luck!!

called M1 CS 1627, check my account status and early re-contract chances. The CS from 1627 said there is again $300 early re-contract charges again.

i requested for a good-will favour or help on my case to waive the $300 early re-contract charges since I am
1) a loyal m1 user since 1997
2) multi-line user with 5 lines
3) iphone that just went dead 2 days after warranty expired
4) already paid for the early recontract charges in 2011
5) other telcos (for example starhub) allows hubbers to recontract EVERY YEAR for a new phone

The CS from 1627 claims she could only escalate my case to her superior for more actions. The next day, a so-called superior name Alvin called. He claims that he CANNOT do anything and there WILL NOT be any good will arrangement.

I requested for my case to be review again but i got cornered off from that Alvin that I can DO whatever I want but M1 will not be doing anything on that. Most to most he claims that he can is to do a 1 time subscription waiver of $16.

I ALMOST BLEW UP.

Dear all, Should customer service be doing this? Anyway that I can escalate my issue to M1 higher levels? I wanted to get even with M1 on this. Please advice.

 

[starlust]

I have experienced the good and bad sides of cs from m1 during my 10 years with them, still, I jumped from orange to green.

While I would say that business is business and that they need to go by the book, but from a customer's pov, I too, think that their cs should accommodate such a one off waiver in your case.

Not sure how you can escalate, but perhaps try going down to their service centers for a try?

customer service, retention and loyalty, i think, are kinda on the LOW in singapore

 

[tingyuan]

M1 line d@mn suXk, always get no service or no 3G signal. sometimes cannot surf net from iPhone, sometimes need to reset network setting den can surf net. i asked M1 to give me a call for early termination but no call from them. I want to jump ship to singtel once contract ended.

 

[xusykl]

bring up to media. confirm will offer something as damage control.

 

[MissLady]

Sigh your story almost same as me. I used to have 5 M1 lines under my name used by my family and me. I always paid my bill on time and never ever get a red bill from them.

I called them up the other day and ask them if I could receive anything like a handset voucher if I were to upgrade one of my lines that is about to end. They told me they could only do a bill rebate. I told them that 2 years ago when I called and ask they said the same thing and I told them off that they do not know how to value a loyal customer.

Since then I decided to close any of the mobile line that has already end and I port over to Starhub.

The only good about M1 is that you get make free outgoings called to any M1 number that you have registered.

 

[tingyuan]

fed up with m1, unauthorised approval giro from my citibank m1 card. m1 line not stable, cannot utilize 12gb dataplan. always need to network reset if i want to connect personal hotspot. not sure iphone problem or line problem. i can't early termination.

 

[Cotton1]

My sentiments exactly! With my iPhone plan, I'm not getting my money's worth.

 

[Ximbledon]

Dear All,

Yes I had exactly similar experience with M1 customer service. I bought a Xiaomi Mi3 phone on contract for two years from M1. It stopped working in three weeks time. I went to Xiaomi service centre, they declined to honour the contract. They said, the phone has got water inside. How can a phone get water, which was always kept inside the dry purse, completely baffles me. But of course that's the lesson for buying China product.
Singapore service!! they are equally dismal. Why are they selling products on two year contract when it lasts for less than a month!
It is impossible to get to talk to anyone who can give a proper solution. They politely said that they are unable to do anything about it. If I want another phone they will give a one time bill waiver, but I have to buy another phone at full cost. The cost difference is much higher than the waiver that they are offering me. And I have to suffer this fate, because I trusted them to provide me with a phone and signed up a contract for 2 whole years. I am a long time customer of M1. I have multiple lines with M1. But they care two hoots!