Dear Singtel

I actually wrote this feedback to Singtel slightly more than a week back.

And according to the auto-reply I received, I was supposed to hear back from them in 3-5 working days yet no response till now. NADA! So, just sharing...

I am writing this after my "awesome" experience with your 1688 call-in.
I've tried on 3 occasions today, albeit with different numbers and they all got me on hold for more than 10mins, to which I gave up because work beckons.
At 1925, I finally got through after all that waiting to a rude operator, Bee.
(I got her service/ employee number as well and they were in the email to Singtel, but let's leave it out for this entry).

Frankly, I do think that she is just trying to do her job, following protocols, but I couldn't entirely agree. So here's the background.

Account Holder: My DadMobile Line User: My Mum (my dad has multiple lines)
1688 Caller: Me

On Friday last week (Hari Raya), my parents and I went to the nearest Singtel Exclusive Retailer to recontract both my mum's and my dad's line. Recontracted an iPhone 8plus for my dad and since my mum's phone is still working well, she had no intention to change. Yet we were told that we're no longer allowed to recontract a line without a phone and was told that, since the plan is due (24months) on 18-Jun, we should either come back again on Sunday, or to call in to 1688 to make the necessary changes. I hated calling in to 1688 because of the long waiting times, so on Sunday, I made sure to head down to the outlet again. However, after waiting for approximately 30mins or so, this other service personnel told us that we cannot downgrade the line to a SIM-only plan because the contract will only be up on 18th - which we were a day early. If we insist on doing so, we will have to pay a penalty of $40.

So, unfortunately, I was tasked by my dad to call in today - on the exact date of 18-Jun - to downgrade one of his mobile lines, used by my mum, to a SIM-only plan. As much as I hated it, I did it for my dad and Singtel Operators never fail to amaze me at how effective they are at testing my patience. When I finally got through to Bee, she mentioned that I wasn't allowed to make any changes. I explained that my dad works night shifts and that he is not with me, but I am able to provide all the necessary information. But no, she insisted that he has to be present during the call.
I'm really sorry, but which part of "he works nights" is unclear?

Then Bee explained that it's because of PDPA that she couldn't verify anything with me - even when I could provide all the information, she didn't want any.

This, I hatefully and honestly understand.

But what irritated me was that on one hand she refused confirmation due to PDPA, yet on the other, she requested for my NRIC.

As someone who is not a Singtel customer, how do I know if my information will be protected?

I refused and she insisted that if I refuse, there was nothing she could do.
Knowing that if I didn't budge, everything will be on a standstill so I gave in.
I'm truly ashamed to say that I showed some bad taste in my replies but this is really wearing on my patience. She requested and obtained my full name and NRIC, as well as my dad's number to call and verify while placing me on hold. So here's another thought...

If I bore any ill-intent, I could always provide a fake number with an accomplice to help, no?

So what is the PDPA that you actually uphold?
I do understand that she may just be following protocols. So I hope Singtel sees just how bad your protocols are.

If you have a set of rules, define them.

Educate your exclusive retailers properly so as to not waste each other's time.
My family and I took time to head down to the outlet on Sunday (again), and I specifically asked if there was going to be any issues if I was the caller.
The advise was "no problem, everything can be done over a phone call".
Yet the truth differs.

You updated your system yet it was imported with inaccurate data.
My dad's DOB became 01-Jan-1901. Seriously! Does it even make sense?!

As a consumer, I sincerely urge you to improve your customer service standards.
Porting telcos are easier by the minute and there is no reason to stay committed to Singtel. If such inconveniences and inefficiencies are not improved, there is absolutely no reason for consumers to stay loyal - aside from the contract period to avoid penalty. "Big company syndromes" don't last and without your consumers (and backing), I don't see how you're going to be able to survive the long years ahead even when you're the major market holder now.

I am so glad that I decided to switch my personal line to Starhub years ago.
They are so much more efficient! Whoohoo!

Although I couldn't care less whether Singtel replies me or not, I am still interested to know what they are going to reply. Haha. So, if I do get a reply... Will share it up too. If not, yeah well, you'll know that they're not bothered with one little customer like me...

KNO Hotel Review: Grand Swiss-Bel Hotel

Sometime in June last year, I trotted to the West Island of Indonesia, Sumatra – the city of Medan – with 2 of my friends to visit the world’s largest crater lake (Lake Toba). If you’re interested in reading up, click here. If not… About 8 months down the road, I went back to Medan again – this time for work, not leisure. The last time that I went to Medan, I didn't have time to visit the city centre. So, I was pretty excited to be back at the city centre.  However, reality failed to live up to my expectations. I’m not really sure what is the reason behind, but there seems to be a hidden slogan among the Medanese. I heard from my local colleagues, “Medanese are Loud and Proud”. Or something along these lines. And they are indeed loud. Everywhere in the city, you can hear cars honking at one another, getting irritated with one another for cutting lanes (as if that isn’t what you see in Indonesia everyday)…

I was really quite turn off by the way people handled traffic there. However, the people there were still pretty friendly. 

My main purpose there was for the preparation and the opening of Uniqlo’s first store in Medan City – the one and only at this point in time (2018). Yes, I went back twice and both times, I stayed at a nearby hotel. About a 5-10mins ride away (depending on the traffic).

Each time I checked into the hotel, there was a welcome drink. It tasted a lot like lemon grass cooked with a lot of sugar and water and steeped with ginger because the drink was rather ‘spicy’. According to the staff at the check-in counter, I was given an upgrade during my stay from February 22-23 but it didn’t really feel like an upgrade.

Besides the extra walkway space, since it was a corner room, it look similar as the images I saw online… Well, maybe for the additional sqm then.

But the second time I stayed there from March 14-16... Now this is what I call an upgrade! Hahaha.

I got upgraded to the business floor of the hotel, that comes with a bathtub! Awesome~! But the sad thing came, the bathtub was leaky. And I didn't know about it. So, after my bath, I found the flooded floor. Thankfully the bathroom door has a raised floor gap so the water doesn't flow out. Called housekeeping and they mentioned they will take a look the next morning but when I returned and bathed, it was still the same. Well, I had my bath, I felt good and I was already checking out the next day. So, frankly. I didn't bother anymore.

Random Lunch photo at the Mall

Aside from the leaky bathtub, my experience with Grand Swiss-Bel was rather decent. Then again, I’m pretty easy to satisfy I think. All I ask for is a clean bed with good pillows (preferably firm), clean towels, and a pair of indoor slippers. And if they would like to pamper me more, they can throw in a tub – which they did, albeit leaky! The only downside is that because this hotel is in the city centre, there is quite a lot of traffic even at night, and it can get a wee bit too noisy for comfort.

BKK Hotel Review: Siri Sathorn & Novotel Phloenchit

This came later than I expected. But here goes...

I don’t travel to Bangkok much for work. Early this year, I travelled twice to Bangkok for work. The first, I stayed at Siri Sathorn’s Deluxe One-Bedroom Suite from January 10-12, 2018 and the second, Novotel Bangkok Ploenchit Sukhumvit’s Superior Twin Room from February 27 - March 3.

The 1st – Siri Sathorn

This is a place that I will usually stay if my schedule is just around my office because it is only within 5mins walking distance to my office. They are literally on the same street (or “Soi” if you call streets the local Thai way). Breakfast here is rather decent, and the rooms are always huge. I think one of the reason is also because Siri Sathorn serves as an serviced apartment as well.

If I travel alone, I usually would go on a 2D1N or 3D2N work trip. Either way, I usually get back to the hotel really tired and I don’t really get to enjoy the space. For a small girl like me, tired, I just want to sleep properly. HAHA.

The 2nd - Novotel Bangkok Ploenchit Sukhumvit

This hotel is located quite near the city centre and also near to the BTS station. This makes heading out much easier – although Grab is also very convenient in Bangkok. I usually book my rooms via Agoda, so, prices may vary from time to time. 

Nonethless, I thought this hotel was value for money. It was in a good location, with clean rooms, and friendly staff. I didn't quite use the facilities though (as usual), but they do have a pool and good breakfast!