Here is my complaint letter :

M1 Shop location: Bugis
Name of staff: Unknown  (I can go check it out if needed)
Details:

I am very displeased with the whole service at the shop and utterly disappointed with M1 which I always feel it is above the rest of the telcos.

Yesterday during lunchtime, I went to the Bugis Outlet to have an upgrade of my handset under a 2 year renew plan. The new phone is a Sony Ericsson 810i.

I realised later after the purchase, when I wanted to copy my contacts from my SIM card to the new phone, I found existing contacts in there which I have never heard of. Obviously, the phone had been used by someone even though the rest of the equipment are packed up nicely in the box.

I had to go all the way back after work and expected a proper exchange of a NEW set. I have an absurd explanation by one of the staff saying that his collegue who attended to me had taken the wrong set of phone which probably was tested y one their customer and probably the contacts were transferred accidentally to it. How in the first place the customer can use his/her sim card to test the phone and copy the contacts over? It still means the handset had been used for display and testing. This is definately not possible too as to have the contacts transferred, takes quite a few number of steps to perform the contacts transfer. The existing contacts had names like mommie, pa pa which are very personal.. This is definately not professional to sell a used handphone as a new handphone, if I need a 2nd-hand phone I can go somewhere else.

And to make things worse,  I was transferred to someone else at the counter, he did not allow me to change to a brand new set and only said I can ONLY change the handset. Why can't I have everything new?  Not only I was not appeased, he even consulted another collegue of his who declined my request again and again. I insisted to him that "I am here for to buy a new phone and I expect everything that comes with it, new too." Both of them later relented after consulting to the manager who did not even bother to come forward to attend to this issue. Ultimately, I could not even change to a new memory card and had to use the old card. He keep rejecting me even though I requested it so many times that I CANNOT change that since I have everything else changed. THIS IS TOTALLY UNREASONABLE!

To add this whole incident to make it even MORE unpleasant, the new screen protector which I purchased with the phone and had it pasted to the screen earlier, was even REUSED, and the staff did not bother to give me a NEW piece. When I found dust under the screen protector, he did not even bother to help me get rid of them and replied me back, "IT IS JUST DUST"...  should be ok????

I demand that you are able to re-adress this issue because I feel as M1, your staff should maintain good customer service and most importantly, do not sell used phones as NEW HANDSETS! I am not going to continue my plan with M1 after the contract ends in next 21 months and my family who also subsribe to M1 would follow suit unless I demand some sort of compensation to this.

I hope I have made myself very clear about this.