Dear Mr. Co,
How was your holiday? I hope you spent it with your family. Mr. President, I have been a globe subscriber for almost 10 years now. Although I have changed numbers and I have the option to switch to a different provider, I still remain to be a subscriber of Globe because I believe in your company until my recent experiences with your Customer Care department.
I understand the service enhancements; these are to better serve us. However, my mobile number has been one of the unlucky few that, is always affected. Last November I called to report to them that I was not able to send a test message. I obediently followed their instructions yet was still unresolved. I was advised to monitor it within 24 hrs. That was quite long for me not to be able to send a sms but I obliged. The next day I called again because I still could not send a sms, even though system enhancement was done two hours after my first call. I asked to speak to a supervisor to have this concern resolved immediately. I was told to wait for 5 business days because this concern had to be sent to technical specialist for further investigation. Don’t you think 5 business days is quite too long not to send an sms?
I had my chance to switch providers but I chose to keep my number because I don’t want to go through the hassle informing my contacts of my new numbers. What about the forms I filled out? How will they be able to contact me if I change my number?
The Customer Service kept on saying that they understood my situation and that they were sorry for the inconvenience but they are not doing anything about it to have it resolved as soon as possible.
I work in a call center, and Customer’s satisfaction is our business! Several supervisors promised to call me to follow up yet I never received a call from them. It very frustrating! This happed to e twice back in November!
It’s so sad to think, I have been giving excellent Customer Service to Americans to support their product. Yet I cannot get the same excellent Customer Service from a fellow Filipino for our local service. As big as a company, your Customer Service Department is not doing their job. They are not listening to us, customer! They simply hear us and read us back their scripts! They are too apologetic but they are not doing anything about it!
So I called again and spoke to Ms Clarence, one of the supervisors. I offered her a resolution instead of her offering me one! Not so intelligent, don’t you think Mr President? I told her that I will change my number, since unfortunately my number has always been affected by any enhancement. I’d rather send my contacts a new number rather than experience this situation again and calling Customer Service over and over. I asked her to transfer my balance to my new sim since I just reloaded 300 pesos. 300 pesos is not worth my time and effort writing to you and calling customer service to complain. It’s a matter of principle. Ms Clarence said that she has not the capability. Further told her that if she can’t do it then just load my new sim worth 300 as “compliment” or “compensation” although that is my money but she can tag it as it is.
She suggested changing my sim but I will retain the same number and the same balance. But wait, isn’t my number the problem and not my sim? How lame is her suggestion?
Mr President, I’m writing to let you know of my situation. Others may have experienced it as well. It’s more than the technical enhancement, its more of our experience calling your Customer Service. Something is not right and I know you can correct it before I change provider this time.
Thank you for your time reading this.
Sincerely,
Ron - 0927645****
err... do you think he will read this? i had a very similar scenario, October of this year. they promised me they'll call me back. they even gave me reference numbers. but nothing happened. i also emailed them, and there are only few days left before 2009 ends and i have not received any feedback from them. again this happened last October. now, im using my Globe as my secondary line since im paying for it every month.
ReplyDeleteno I dont think so... but I mailed a copy of this... I'm planing to have another number in case this happen to me again... so that i can still be contacted...
ReplyDeleteGlobe has charged me P 2,400 plus last month for alleged internet usage on my cellphone, which I did not use. After appealing to them, they waived the charges. This month they charged me again, for this month's alleged usage, but I still haven't used the Internet on my cellphone. Now they are insisting that I pay. I can prove that I didn't use the Internet on my cellphone, but they won't listen. This is unfair! I'm not the only one who has been having this problem.
ReplyDeleteMy theory about the disappearing prepaid load: It's being shaved off my alleged "Internet usage," and since you're on prepaid, there's no bill to check.
I know it's kinda late but san po pwede mag reklamo sa asal ng mga globe tech support staff?
ReplyDeleteas in grabe talaga ang kalbaryo ko na sa kanila.
Count me in... They can't track the customer's issues, they do have tickets but is useless for tracking since they just close it even if it's not fixed.
ReplyDeleteThey are more responsive to new applicants, get you the phone you want in a blink of an eye, but when you with them, you're in Hell already.
I was requesting for my loyalty reward phone, after 5 months, hindi pa dumating, sabi walang stocks.. When I tried to apply for a new number, andun, ang dami pa daw stocks! BS talaga ang companya'ng to.... I'm processing my SMART application now.. Good luck to the other Globe users..