What do you do when you are charged with a service you did not sign up for?
Here are some useful pointers from the Consumers Association of Singapore (CASE) to ensure a hassle-free process.
Dispute with Mobile Phone Retailers
– When buying a mobile phone, check that a warranty card is provided at the point of purchase. As export sets are usually not covered under local warranty, they cannot be repaired at local authorised service centres, so do read the Terms and Conditions on the warranty card.
– Check that the mobile phone and accompanying accessories are in working order at the point of purchase, and keep all proof of transactions in case of defective products.
The Lemon Law protects consumers against defective goods that do not work or are of unsatisfactory quality or performance standards at the time of delivery. If there are problems with the handset, approach the authorised service centres for repair. Find out more about the Lemon Law in Singapore here.
– Resolve the issue progressively, and be aware of methods of resolving the dispute. Most companies will first offer to repair the defective mobile phone, and you should take note and keep receipts of repeated repairs. Go ahead and request for a replacement if the mobile phone remains defective after several repairs within the warranty period.
Dispute with Service Providers
– Besides faulty equipment, if you have other disputes with telecom service providers (about bills, service contract and subscription, unsolicited communications and such), the Infocomm Development Authority of Singapore (IDA) has some useful advice here.
For example, if you are contacting your service provider for some help on a problem you have, remember to:
– Lodge your feedback or complaint through an email or letter so that the details of the communication are duly captured and documented.
– Keep a record of all emails or letters that you have with your service provider regarding your feedback or complaint.
– If you made a your complaint through the phone, record the date and time of the call, the service staff you spoke to, as well as the details of the conversation.
– The service provider may need to conduct an investigation before responding to you on your issue. Contact your service provider if you do not receive a response in about one or two weeks.
By Muneerah Bee, May 2016