I recently experienced an issue with my home fiber network and contacted Singtel’s customer service for assistance. During my first call, I was attended to by a lady named Sofii. She was excellent — professional, attentive, and genuinely helpful. Her service was commendable and reflected a high standard of customer care. Based on my past experiences, I would honestly rate Singtel’s service standards very poorly, but Sofii’s support was a rare and positive exception.However, the following day, I contacted the same customer service line again and was attended to by a staff member who introduced himself as Rem. Unfortunately, the experience was extremely disappointing. He mumbled throughout the conversation, appeared unfocused, and did not demonstrate any seriousness in addressing my issue.When I requested to speak to another colleague or a manager, he delayed the process and placed me on hold for almost 30 minutes, during which I only heard the Singtel hold music. There was just one brief update from him claiming that he was trying to get a manager to return my call. When I subsequently asked if Sofii was available, I was again placed on hold. Even after waiting for more than 10 minutes, he was still unable to locate the colleague I had requested or arrange for another staff member to assist me.This experience was frustrating and unacceptable. It is surprising and disappointing that Singtel’s customer service appears to be outsourced to staff who lack professionalism and accountability, which ultimately damages the company’s reputation. Due to this incident, I have decided to switch my home fibre service to another telco that provides better customer support.
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