SingTel - we charge what we like

After a week and a reminder, the customer care manager of SingTel finally called me regarding my complaint on the high charges to relocate my telephone and broadband line. She explained the reason for the delay (i.e due to missing e-mail - it happens all the time!) and the need for the charges. It was nice of her to call - which is quite unusual based on the service standard in Singapore.

She followed up with a detailed written explanation on the work that has to be done to make the change (i.e. the re-allocation of resources - just to sound technical and complicated. I know that it is quite a simple matter of making an entry into the computer system.

I wrote a reply, "Can Singtel confirm that the charges reflect the actual cost that is being incurred to make the change?"

Here is the reply, "I wish to reassure you that the charges for both number retention and ADSL relocation fees had been carefully assessed; taken all the resources/ costs into consideration prior to setting the fees."  In simple English, it means "We look at our cost and charge what we like.  Wish you a great year ahead"

Tan Kin Lian