Here’s the rant of the century for me.
So this is how frustrating our internet connection has been at home.
We lost connection after Ondoy hit. Apparently, the facility (whatever that is and wherever that is located) is still being repaired, and yet it’s been 17 days since Ondoy. Most people I know already have their internet connection restored. It’s been 17 days, are we going to wait for a month?
Everyday (and this is no exaggeration), Keren and I call Globe. When I’m in the office, I call them. At home, Keren calls. It’s a never ending follow-up on our part. And we get the SAME reply every single time. “Ma’am, it’s still being repaired, we’re very sorry for your inconvenience.” And believe me, so many customer service agents have already been at the receiving end of my wrath. I CANNOT absolutely believe that they are following this up when they advertise on the newspaper and on TV that restoration is complete. I CANNOT absolutely believe they are doing the best they can and trying to update us because WE DON’T FREAKING get any single update! So one time, as I was on the phone with an agent, he gave me the usual memorized, practiced, “Ma’am, I’m very sorry for your inconvenience”, and I lost it. I snapped at him and said, “Are you really? Cause I’ve heard that before.” And he was silent for a while. And so I said, “You know why I don’t believe you’re sorry? It’s because you’re only trained to say that to every customer but you are completely isolated from feeling or even understanding what we truly feel and how frustrated we really are. Your system sucks. There’s no better way to put it. You keep telling us you will update us and yet we don’t get any text, we don’t get any email, we don’t get ANY UPDATE, and yet you promise time and time again you will update us.”
I mean, unlike Smart, the moment I tweeted about our problem with the internet connection of Smartbro in the office, Smart’s Customer Care twitter followed me and already sent me a message. And while they were also delayed on their promised on-site visit to the office, the next day, the connection was okay. And I am just going to vent my frustration here because I know at best, customer service agents can only receive my complaints. In fact, the agent that I spoke with this morning pulled up our call history/reports and said that we’ve been following up since Sept. 27, a day after Ondoy. And we’re not after the rebate. They can subtract the days we’ve been out of connection from our bill for all I care. I AM AFTER GOOD FOLLOW-UP and BETTER SERVICE on their end. What is one text to tell us what the status is of the facility or how restoration is being done? FLOOD ME with TEXT messages and I could care less because at least I know you are doing your job. They keep telling us they will update us, and yet they never do, and we will never even get updates if we don’t call ourselves!
So Globe, you don’t know how to take care of your customers! You’re all about advertising and selling, and making people believe you care about your customers, and I can tell you right now you’re a lousy liar. Keren and I made sure that this gets across. One time I told the agent, “if this message is being recorded, then I want you to play it over and over again, give it to your supervisors, give it to your bosses, and make sure they know how we feel, because it’s not just the inconvenience that upsets us, it’s how you treat your customers.”
And please save my number already. Because every time I call, they ask me to confirm my cell number and every single time I tell them, “no, that’s not my number. I changed it already and told people from Globe a hundred times, and you’re still asking me? Isn’t your information CENTRALIZED?”
What a terrible internet service provider GLOBE Broadband is.
Filed under: Rants, everyday life, life, personal, thoughts | Tagged: Globe, personal, Rants, thoughts
when you complain, document. get the name of the person you’re talking to. if possible, ask if you can speak with his supervisor, too.
yeah, but we’ve spoken with like more than 20 people already. we got an update that we’ll have our connection back first week of November. Which kinda sucks because that means one month and a week of not having internet at home. Oh well.
Just saw your blog after I was trying to find some updates on the globe restoration efforts and I completely agree with everything you wrote.
Just a tip: If you have the time, get updates from the Globelines centers, NOT the call centers. They are aware on the details, better trained, and are more honest on what exactly is happening. Though downside to that, lines are long and waiting times hell, and you might not like what you’re going to hear. (person from Globe center greenbelt honestly told me that I’ll only be getting my internet by last week of November, as placed in their priority list)
And oh yeah, what they were publishing is complete bulls.h.i.t
http://www.abs-cbnnews.com/business/10/01/09/telcos-quick-recover-ondoys-wrath
Prepared? 90%? what a JOKE.
Hoping you got your connection already.
I sent them an email, a long one, and i got a reply with their “sincere apologies” for any delay that may have been on their part. I was appalled. You mean they don’t necessarily consider those 46 days without updates as delays? I made sure i gave them a piece of my mind (but no curses, I don’t do that
hehe) So anyway, this Globe agent asks me for an extension of my patience and understanding, and i told her, “it would be easy to do that if at the very start we saw you were sincere in helping us. But you made us feel we were not a priority enough for Globe to look into our matter, proof of this is the zero updates.” and then I told her they should address this and the apparent uselessness of their technical help center.
Anyway, we still don’t have internet. It’s 47 days today as I write. It’s that bad. I hope you spread the word because they don’t provide the services they advertise on tv, e.g quality service, and i think our voice and sentiments are important enough to be heard, even if we are only one of the million subscribers.
@Roy, thanks for the link! that’s helpful! 90% okay and prepared? wow, seems like that was ages ago.
WTF! no connection yet after 2 months. globe service center in megamall told me that it will be restored this nov. 15th, but no connection up to now which is nov 23. globe sucks!
I really do feel for you, because we were also like that. We had internet a week ago. And guess what? They still didn’t inform us if we didn’t check the laptop. So incompetent.