I do understand your shock, and the answer you received.
This mean that the lady is getting use to customers as in similar case to you.
This website indication is wrongly written and meaningless, may not be up-to-date.
This outlet does not process customer service related matters"
The simple meaning is "This outlet only for Sales matters" as it is very straight forward.
Most Company will not use the word "
Customer Service", instead should be "AfterSales Dept"
"Customer Service" is not quite right, as "Service Dept" is more accurate.
The front line staff that deal with customers are term as "Service Consultant"
"Customer Service" handle customers feedback and prepare the rating of service staff that attend to customers. They handle both Sales & Service complain issues.
For Sales, the staff is call "Sales Consultant" and the branch should change to "Sales Dept", as this is related to the Sales Consultant, meaningful.
IMM shop is too small as it is very busy for sales only, long queue.
It take me more than 1 hour wait for sales, and for service, as the recept staff keep saying i am in the priority queue wait for >1 hr ! (forget what issue); separately.
I do agree with you that in the past Starhub did a great job on Customer Service.
That is to say, i have no problem on any services.
Like you, i did recomment to my brother (when Starhub begin) on Starhub Service, and he is still using all Starhub services, such as TV and Broadband.
And up to now, i would say that he have no problems.
And as like you, i recommend that it is better to do it at the Branch, and not to retailer.
It was when i did had a problem on using retailer, and felt cheated on the pricing.
I did make a complain (when Starhub begin), and to my surprise, it was the Chief's secretary replied to me.
Even i want to just purchase mobile handset only, i always get it at the Telcos.
It is the website that i feel it is not much reliable.
Firstly, if i wanted to check on something, it was not that easy, although their Search engine does not help.
Website is the most important in today world.
Website should give accurate info (do not mean 100%) so as not to waste time in;
calling HOTline, same as you having found out that particular shop do or do not handle such services, etc.
Finally, most the the questions by some people that post in this Community, can be found in the website.
As most of the answers i provide, i do search in the website, but it take time to do it.
In fact, do Search using Google is much faster and quite accurate.
What make me to say that website may not be accurate.
When i purchase a prepaid SIM card, the cashier gave me a paper info, which she mean it is up-to-date.
When checking on the website in regard to prepaid info, it was different from the paper info that the cashier had given me. (2015)