ST, Published on Feb 27, 2014
SingTel not authorised to exchange faulty iPads
WE THANK Mr Chua Teck Kee for his letter (“Puzzling ‘no return’ policy for defective goods”; Forum Online, last Thursday).
We have explained to him that the policies for mobile device post-sales support are determined by the manufacturers.
Apple has not authorised SingTel to provide post-sales service or exchanges for faulty iPads. Only its own service centres are permitted to do so.
Our customer service staff have helped Mr Chua to contact an authorised service centre to have his iPad exchanged.
In the case of iPhones, SingTel is authorised to assist customers with hardware issues via our Technical Care Centre at Comcentre, which is open seven days a week.
Senior Corporate Communications Manager
ST, Published on Feb 20, 2014
Puzzling ‘no return’ policy for defective goods
I BOUGHT an iPad mini with Retina display from SingTel’s online shop on Jan 25.
When I received it three days later, I discovered a foreign particle under the screen.
I made multiple calls to SingTel and Apple, as well as visited Apple’s service provider at Plaza Singapura. All parties agreed that my iPad was defective and should be replaced. But Apple insisted that SingTel should replace it, while SingTel told me Apple does not allow it to send defective units for replacement.
Finally, Apple offered me a replacement unit on Feb 8.
SingTel should allow a one-for-one exchange for newly bought defective goods. After all, most retailers have a seven-day return policy.
I commend Apple for its professional and customer-oriented approach towards resolving issues. SingTel can learn from it.
Chua Teck Kee