To whom it may concern,

I've got a Dmobo phone which is faulty and I would like to send in for service.
I am highly disappointed over this recent incident.

First, I called Cust Service (1626) to ask where should I send my phone to for repair. She told me to go to the manufacturer directly.

I called the Dmobo number printed on the warranty card but no one picked up.

I called 1626 again to seek for assistance, I was then told that Dmobo has moved to Tagore Drive and she gave me the new address. I required for the number but she said that the phone number is the same.

I asked the operator to check the phone number again as I told her that no one was picking the phone. I told her that I wanted to confirm whether it's fine for me to send the phone in to their company at Tagore as it's really time consuming for me to travel all the way there.
The operator reassured me that Dmobo is closed only on Saturdays, Sudays and public holidays. So it's absolutely fine for me to send my phone in today (May 2 afternoon).
I trusted her, which later I realized it was a disastrously wrong choice, and headed to Tagore.

When I got to the Tagore Industrial Building, I was informed that they no longer provide services for faulty phones.
The lady referred me back to any Hello! shop.

I had to come all the way back to Hello! shop at Westmall. I wasted 4 hours for nothing just because of that.

1. I wanted to call Hello! shop to ask about it but I couldn't get any phone numbers in the Singtel website. I ended up calling 1626 which gave me wrong information. May I know if I should be calling 1626 but not Hello! shop in the first place? And that's why Singtel doesnt display the phone numbers of the Hello! shops on the website?

2. Why weren't the operaters able to provide accurate information? It was so time consuming that it took me 4 hours to go to and come back from Tagore. I don't see the reason why I should waste this 4 hours. (I'm sorry but I didn't remember the names of the operators. I never expected that I would ever need to suspect the information given by them)

3. Why couldn't the Singtel website provide up-to-minute accurate information? I checked through the Equipment Service Centre page, I couldn't even find Dmobo in there. I understand that this may be a special case but I think you should clarify it somewhere.

4. Who should I trust if the information given by operators is not reliable? If Singtel educates its customers not to trust Singtel, would you think it will do good to Singtel's reputation?

I am highly disappointed. It would be great if you could provide an explaination for all that have happened.

Thanks,
Penny