Last Friday, Singtel released a statement on its Facebook stating that it will be offering all Singtel mobile prepaid and postpaid customers one day of free local mobile data on Saturday, 10 November 2018. “We apologise for the inconvenience caused to our customers and thank them for their patience,” it said, adding that it regrets the interruptions that affected mobile voice, SMS and data services.
A quick check by Marketing found that the apology was met with several angry cries from netizens, with many stating that they were still facing problems and expressing their unhappiness. According to media monitoring platform Isentia, although Singtel apologised for the inconvenience caused on Facebook and via news channels, the organisation said that netizens were expecting a compensation at that point instead of an apology.
Isentia also observed that conversations largely sparked after CNA had posted an update on Facebook where netizens were venting their frustrations, and
Article source: https://www.marketing-interactive.com/singtel-service-disruption-when-an-apology-is-not-the-answer/
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