SingTel Mobile Swop - Trickery, Ignorance or Plain Incompetence

[MochaFrosco]

SingTel Mobile Swop - Trickery, Ignorance or Plain Incompetence.

I will keep my story short for the past days with SingTel Mobile Swop.

The fiasco and the time exhausted make me wonder if this whole scheme of things is a fraud.

I have 3 mobile combo plans with contract. 2 signed up in Sep 2019 and 1 in Dec 2019. While all 3 have active SingTel Mobile Swop unlimited subscriptions.

On 27/2/2020:
- Unfortunately I lost possession of 1 device.
- Called SingTel to suspend the service and reported lost.
- Lost mode set in Find my iPhone (which is futile in recovery of phone)
- Police report made and IMEI provided

Nightmare started from here:
- Called Mobile Swop to request for replacement, they checked and reverted that not 1 but all 3 lines above are NOT subscribed to the service.
- Mobile Swop asked for all contracts, which I provided. They replied and need 3 days to process.
- Called SingTel to validate my subscription. SingTel confirmed all subscriptions are active. SingTel also called Mobile Swop to validate my subscription.
- I though it would be have been resolved with all these clarification.

On 29/2/2020:
- I called up Mobile Swop again, asking if my subscription is updated in the system?
- Mobile Swop said no record shown for all 3 numbers. And that I am NOT subscribed to the service.
- Again, they need SingTel confirmation DESPITE already sent and SingTel also did the same on 27/02/2020.
- Now, I am back to the same vicious cycle.
- I called SingTel again, and they called up Mobile Swop right away. And I was told that I will have an answer by today from Mobile Swop.

On 1/3/2020, as expected no one called back.


Hello SINGTEL or Mobile Swop... whoever it may concern:

... I cannot imagine that such confusion and inept could have happened.

... despite the balls being swung back and forth, an effective solution is still not found.

... if this incident did not happen, would I have been unknowingly paying for a service that’s not being accounted for?

... Mobile Swop, how do they function under the name of SingTel? How do we retail consumer deal with them with legitimate contract when SingTel struggles to do so?



I am not expecting the level of service and convenience as advertised of Mobile Swop after all these fiasco - but just get it resolved.

 

[alex22]

Were the contracts koped away, glariel?

 

[ah_cheng1882]

The problem seems to be with the swop company, not Singtel. Why don’t you head to their HQ to sort it out on the spot?

 

[MochaFrosco]

latest update:
- I received an sms that the SUBSCRIPTION is updated
- I put up a service request last night, delivery is expected between 8-12pm today
- For safety reason, I called up again this morning. Guessed what, the system still indicate to sms to the number where the device is supposed to be replaced. While, I indicated a contactable number [FAINT].

let see... if i would get the device. will keep you guys posted.

Meanwhile, of my 3 numbers. Only 2 are registered in their system. Still waiting if the last one is updated.

 

[MochaFrosco]

Finally received the replacement phone. Issue resolved.

latest update:
- I received an sms that the SUBSCRIPTION is updated
- I put up a service request last night, delivery is expected between 8-12pm today
- For safety reason, I called up again this morning. Guessed what, the system still indicate to sms to the number where the device is supposed to be replaced. While, I indicated a contactable number [FAINT].

let see... if i would get the device. will keep you guys posted.

Meanwhile, of my 3 numbers. Only 2 are registered in their system. Still waiting if the last one is updated.

 

[Ye_Rongtian]

How many people actually utilized the mobile swop or replacement?

 

[kl39717]

I know mobile swop is mainly for loss of phone.

What about severe led burn in ar? Do they replace foc for u?

 

[garyjuve90]

I need help guys. If I drop my phone into sea, do I still need to make a police report to do a mobileswop?

 

[ginevi]

SingTel Mobile Swop - Trickery, Ignorance or Plain Incompetence.

I will keep my story short for the past days with SingTel Mobile Swop.

The fiasco and the time exhausted make me wonder if this whole scheme of things is a fraud.

I have 3 mobile combo plans with contract. 2 signed up in Sep 2019 and 1 in Dec 2019. While all 3 have active SingTel Mobile Swop unlimited subscriptions.

On 27/2/2020:
- Unfortunately I lost possession of 1 device.
- Called SingTel to suspend the service and reported lost.
- Lost mode set in Find my iPhone (which is futile in recovery of phone)
- Police report made and IMEI provided

Nightmare started from here:
- Called Mobile Swop to request for replacement, they checked and reverted that not 1 but all 3 lines above are NOT subscribed to the service.
- Mobile Swop asked for all contracts, which I provided. They replied and need 3 days to process.
- Called SingTel to validate my subscription. SingTel confirmed all subscriptions are active. SingTel also called Mobile Swop to validate my subscription.
- I though it would be have been resolved with all these clarification.

On 29/2/2020:
- I called up Mobile Swop again, asking if my subscription is updated in the system?
- Mobile Swop said no record shown for all 3 numbers. And that I am NOT subscribed to the service.
- Again, they need SingTel confirmation DESPITE already sent and SingTel also did the same on 27/02/2020.
- Now, I am back to the same vicious cycle.
- I called SingTel again, and they called up Mobile Swop right away. And I was told that I will have an answer by today from Mobile Swop.

On 1/3/2020, as expected no one called back.


Hello SINGTEL or Mobile Swop... whoever it may concern:

... I cannot imagine that such confusion and inept could have happened.

... despite the balls being swung back and forth, an effective solution is still not found.

... if this incident did not happen, would I have been unknowingly paying for a service that’s not being accounted for?

... Mobile Swop, how do they function under the name of SingTel? How do we retail consumer deal with them with legitimate contract when SingTel struggles to do so?



I am not expecting the level of service and convenience as advertised of Mobile Swop after all these fiasco - but just get it resolved.

is there anybody using mobile swop recently?

 

[galaxyuser]

I know mobile swop is mainly for loss of phone.

What about severe led burn in ar? Do they replace foc for u?

Nope. Still need to pay replacement fee.

 

[msaz]

this mobile swop is run by a company called Asurion.
On pissedconsumer review, they are really one of the worse

https://asurion.pissedconsumer.com/review.html

 

[liping08]

Singtel Mobile Swop is a scam if you have higher end phone. I signed up for Premium, tech support was useless, requested for swop, was told no stock. Waited few days, was told they can only offer me 256gb phone for my 512gb phone and that is the best they can offer. this despite me having to top up $260 and paid 12 months of $12.90 subscription. Save your money and pay for new phone instead of benefiting these scammers. my first and last time subscribing for it.

 

[ragnarok95]

If you are using iphone, Apple care+ is better than any Telco phone swap service in singapore.

 

[fangen22]

I've heard about the many T&Cs that come along with this SingTel MobileSwop... I've been seeing advertisements for this new service that provides subscriptions to tech and it seems to be an independent business called Circular. Have you guys heard of it? I'm wondering if I shd give them a try

 

[firesong]

If you are using iphone, Apple care+ is better than any Telco phone swap service in singapore.

Mostly true, except in the case of a lost phone. That's what APP+ does not cover in Singapore. However, in other countries there's APP+ Theft and Loss - just not in Singapore. But for everything else, I'd say APP+ is much better, especially with Apple's Express Replacement.

But yes, MobileSwop by the various names, whether Singtel, M1, or StarHub, seems to be quite gimmicky. I believe they're underwritten by the same company, but I could be wrong here. I had it with my StarHub line previously covering my Note 9, but claims were extremely dubious. In fact, I was told "it's cheaper to buy 2ndhand from Carousell". I suppose in the case of most Android phones where the street pricing drops over time, Mobileswap is even less attractive.

Personally, I'd go with APP+ over MobileSwap myself. Or Samsung's equivalent - Samsung Care+. When Apple finally introduces AppleCare+ Theft and Loss in Singapore, I think that'll be a pretty attractive option. After all, stolen iPhones that are iCloud locked are pretty much useless.

 

[sansanjikikut]

Singtel earn much from promoting mobile swap? Why would they want to sour their reputation if the feedback is already mostly negative

 

[firesong]

Singtel earn much from promoting mobile swap? Why would they want to sour their reputation if the feedback is already mostly negative

It's just a VAS backed by a 3rd party vendor. The telcos have it as an option - they are middlemen cross selling another product, that's all.

https://www.singtel.com/personal/products-services/mobile/add-ons/swop
https://www.starhub.com/personal/mobile/mobile-phones-plans/value-added-services/smartsupport.html
https://www.m1.com.sg/mobile/mobile-add-ons/others/fonecare
If you read their T&C, they're all by Asurion:
https://www.asurion.com/

 

[sansanjikikut]

If all asurion is really bad. No competition at all. No other suitable companies or they offered best ?

 

[steven168z]

If all asurion is really bad. No competition at all. No other suitable companies or they offered best ?

why would telco want to take unnecessary risk for this is not their core business.... that why they sub it out

 

[firesong]

why would telco want to take unnecessary risk for this is not their core business.... that why they sub it out

This is backwards.

It's more that there's an existing product on the market that the telcos choose to cross-sell. It's not really their stable as they're just a front.

Asurion sells policies direct to customer too, but not all over the world. To minimise risk, they probably collaborated with telcos to ensure that the devices included with policies are brand new - so there's no risk of damaged devices being given policies then fradulent claims made after.

In fact, they've opened themselves up to a lot of fradulent claims - way too many "lost phones" mere weeks after purchase.