28 February 2009, Saturday. Alvin had dental check up in Raffles Clinic at Marina Square… it was only 11:00 AM so instead of going home, we decided take a walk around Marina Square but most of the shops were still closed. We then went to Suntec City Mall to look for a wall clock. At Suntec, we saw that there was ongoing promotion/sale with some Apple accessories at epiCentre. He also had the chance to explore the iPod touch and he likes it… but then he thinks that it’s better if he buys an iPhone instead. A few weeks ago, we were planning to buy a Nokia E71 for him and all of a sudden he wanted an iPhone on that day! Too bad, they didn’t have an available unit and we would have to wait for one to two weeks. So we decided to go to epiCentre at Wheelock Place in Orchard.
At Wheelock Place, they had a stock but they needed to have a copy of Alvin’s passport. At that time, we only had his Employment Pass since we hadn’t planned on buying a new phone that very same day. Before that, the Customer Service Assistant told Alvin that Singtel asks for an $800 deposit for an EP/WP holder. Huh?! Is this a new policy? Two of Alvin’s friends have an iPhone but he hasn’t heard anything about this deposit. He clarified this issue with his friend and he was told that in his case, there was no deposit thing. So he asked again the same CSA and was told that they only needed his Passport and EP. Ahh, Ok…
We went home to get his passport and came back to epiCentre at Wheelock Place. We bought the 16GB black iPhone with an iFlexi Plan for $508. After paying, the CSA also asked Alvin if he wanted to activate the iPhone. He agreed and we also asked them to put the protectors that we bought… The CSA asked his other colleague to do this for us. After that, we went home.
On our way home, Alvin was excited with his new gadget and started to explore his new phone. I asked him to call me so that I could have his new number. He was about to send me an SMS when he saw that his iPhone already had two personal messages dated February 26 and 27! Whaaat? Is this possible for a new phone? I called the Store and informed them about this matter. They told us that maybe it was a Singtel System Error…
Instead of going home, we directly headed to Singtel’s Hello Store in Parkway Parade and asked if this is possible. The lady in the information told us that it’s not possible and we should come back to epiCentre and ask for a replacement.Went back again to epiCentre at Wheelock Place … The Store Manager told us that they could not replace the iPhone and said we should go to Singtel’s Hello Comcentre in Somerset instead for further investigation since it is only at Hello Comcentre that handles all iPhone issues. He explained that maybe it was Singtel System Error since the phone and the sim card were new…
At Singtel’s Hello Comcentre, the Customer Service Representative inspected the phone… everything. My first question: Is system error the possible cause of this? She told us that it’s impossible. She told us that it may be an issue of fraud case… She asked us if we really saw that the sim and phone were new. Yes, we were very sure that the sim card was new… We also saw that the iPhone came from a sealed box… Did you see the activation page? NO! When the CSA opened the box, they got the iphone and immediately connected it to the PC, while doing this they asked Alvin to check the charger and cables. The CSR told us that the CSA at epiCentre should asked us to inspect the unit first before doing anything.
The CSR of Singtel told us she would escalate the issue to her superiors. She told us that we would have to wait for two to three days. If they were suspecting a fraud case, they should have at least replaced the iPhone and have the problem settled within them… As far as I remember, it was not Singtel’s first encounter with this kind of issue. Last year, one unhappy consumer also complained that she was sold a used phone at a SingTel retail shop. Like our case, there were also personal messages in the SMS section. But for now, it is their first issue concerning an iPhone.
We are really upset…buying from an authorized reseller and come to think of it, epiCentre is one of the premium reseller of Apple here in SG. Imagine, how excited Alvin was with his new phone then ending up with a lot of problems. All we wanted was a new phone since that was what we paid for!
For now, we have to wait for Singtel’s feedback regarding this issue… Ahhh, what else can we do?
