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Monday, June 20, 2011

Letter from a Reader: Globe's Bad Customer Service

Image courtesy of www.atmaxplorer.com

Dear Fashion PULIS,

I would like to raise a concern regarding the responsiveness & effectiveness of Globe’s customer service and technical representatives. This is in relation to our phone & DSL bundle account under the name of Mr. Abner Sotto Jr.

Last May 25 we reported that our internet connection was down, the customer service representative accommodated us, aided us in troubleshooting the issue. When we still failed to get a connection, she sent over the technicians the following day to check on the modem but unfortunately they did not bring a replacement unit so they told us they would be back the following day. Days past and they never came back.

We called to follow on the status of the modem but and we were instructed to start the troubleshooting process all over again. This time around, they sent technicians to check on the main box in area. They mentioned that the main box might be the issue and not the modem since our account is appearing as online in the system.

A few days after the visit of the technicians, we still did not have any internet connection so we did another follow up. We were told that they were having issues requesting for the permit from the barangay where the box is located. They got our contact details and told us they would be calling us back for an update. Nobody ever called us up again.

Last week we called almost every day to do a follow up. We even got to talk to a supervisor named Mayann, who told us that she would be escalating our concern and will make sure it would be prioritized. A few days after our phone conversation with Mayann, we called again and asked if we could speak with her. We were surprised when the customer service representative who took our call told us that we were connected to a different outsourcing company.

Is it our fault that we were automatically connected to a different outsourcing company? Our main concern is to have our internet connection back. It has been almost a month now and we still have no clear answer from Globe. We no longer know what to do next. This is also not the first time that we have encountered such an issue. Months back, we asked for a rebate for the 2 weeks that we did not have any internet connection at all.

It is just very frustrating and exhausting to call them up and go thru the same cycle again and again. It is useless to answer the same list of questions knowing that the customer representatives will not be able to help you solve the problem.

When will this ever be addressed? When are we going to get our internet connection back? Why does this issue keep happening?

We sure hope we will be given the service that we are paying for. We regretted that we cancelled our subscription from another telecommunications company to subscribe to your company because of the promised internet speed and the convenience of Wi-Fi.

We would like to hear from you and hope that our problem will be given a solution as soon as possible. Thank you Fashion PULIS for posting my story.

Yours truly,
Mary Kathryn Sotto

41 comments:

  1. It has always been like that, hindi na ako mgtataka. This is so true. idk why globe is like that. okay lng sana yung price and speed nila, but when it comes to tch support and problems about the net, d agad naaactionan

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  2. This happens a lot. Last time it happened to me, I had to wait a whole month! And no one came to do the technical visit, in spite of numerous schedules! They'd call to cancel! They gave a dozen (or more!) excuses, and it was always something else. It took a call from someone who worked with Innove to finally solve the problem. According to the guy who came, the wires at the box were twisted lang. I mean, that's the problem and it took them a whole month to fix?! Crazy no? Oh well, I still use their service, better than the others that won't even pick up their customer service hotline. Goodluck!

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  3. the same happened to us that's why we decided shift to a different isp

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  4. oh how disappointing, your giving the ample amount then thats their service they given you, you better quit your subscription there and have justice for that.

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  5. "Whoever wins this jejecom battle royale – the Filipino consumer still loses. YOUR CHOICE IS STILL LIMITED BETWEEN THE BAD AND WORST – AND YOU PAY MORE FOR NONEXISTENT SERVICE. But you are used to this situation – after all that’s what’s going on with your water bill, your electric bill, your tollway bill – what’s another higher telecom bill? YOU ARE FREE TO WASTE YOUR MONEY ON PLDT OR GLOBE - NO THANKS TO HIGHLY RESTRICTIVE ANTI-INVESTOR ECONOMIC POLICIES THAT DO NOT CREATE JOBS."

    LINK 1: http://antipinoy.com/the-battle-for-the-philippine-mobile-phone-consumer-market-whoever-wins-pinoy-consumers-still-lose/

    "Investors and businesses – LOCAL OR FOREIGN who provide a valuable service to Filipino customers and job seekers should be given a free hand to help build the Philippines. REMOVE THE 60/40 CONSTITUTIONAL RESTRICTIONS – A FAIR MARKET IS A FREE MARKET."

    "The cost of retaining the current constitution’s restrictive economic provisions is WREAKING HAVOC ON OUR FAMILIES, OUR FOREIGN POLICY, OUR NATIONAL AND PERSONAL ECONOMIES."

    LINK 2: http://antipinoy.com/the-high-cost-of-retaining-the-1987-constitution/

    "It was reported in the Inquirer that the steel angle bar sector seeks a 10-YEAR PROTECTION AGAINST IMPORTS. For short, THESE COMPANIES DON'T WANT YOU – THE FILIPINO CONSUMER – TO BENEFIT FROM THE LOWER PRICES BECAUSE THE "POOR" FILIPINO BUSINESSES WILL SUFFER SERIOUS INJURY. Therefore, IN ORDER TO PROTECT THE FILIPINO BUSINESSMAN from serious injury – WE, THE CONSUMERS, the buyers, the customers JUST HAVE TO SUCK IT UP, FORK OUT MORE FROM FROM OUR WALLETS BECAUSE THE FILIPINO BUSINESSMAN HAS NOT YET FIGURED OUT HOW TO BE COMPETITIVE."

    LINK 3: http://antipinoy.com/protection-for-the-philippine-steel-angle-bar-sector-does-it-benefit-the-filipino-customer/

    sana mapost tong comment ko, FP. ngayon lang naman may sense ang comment ko. haha. maganda 'tong articles na 'to e. and yung website na din. medyo harsh minsan pero madami ding magandang articles. very informative! thanks! :)

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  6. This sounds like an opportunity for someone who likes to tinker with technical stuff to set up shop for troubleshooting. I would moonlight for private services or put up a dedicated website and have it generate money from ads. Tapos parang gagawan ng scoreboard yung mga internet providers. Let them compete for their incompetence.

    And if there's another service wanting entry, they should invest on people-champion their customer service. make it a selling point ala Zappos. Tapos, they could have a business model na if a current customer refers a new customer, they can get points for upgrade or some sort of incentive-suck Globe or Smart dry!

    Vendetta

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  7. Lagi namang ganyang ang Globe lalo na pag bumabagyo. Di lang ako makapagpalit ng ISP kasi baka worse pa yung service ng gusto kong lipatan. Dati, sira agad ang araw ko pag nawalan ng internet. But eventually, nasanay na rin ako dahil lagi namang ganon sa Globe. Minsan di na 'ko natawag sa customer service reps kasi saulo ko na ang ipapagawa nila sakin. Ako na lang ang nagawa. Haha.

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  8. Last Friday, may pumunta sa amin ng Technical Support from Globe since ni-report ko na nasira ang power button ng modem namin. Pinalitan naman nila, but the problem is hindi nila tinapos ang set-up at umalis na sila kaya nawalan kami ng internet connection. Sinabi na lang na magtetext sila at itatanong kung may connection na kami. Nung sinabi namin na wala pa rin, hindi na sila nagreply. Tinatawagan ko rin sila pero hindi nila sinasagot. Tinawagan ko na lang ang Customer Service nila at ini-report ko na rin ang ginawa ng technical group nila. Binigyan na lang nya ako ng instructions at ngayon, may internet connection na ulit kami... :)

    Good morning FP...

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  9. Experienced the same thing so I demanded for a pre-termination of my contract immediately and made it clear that I am never paying any fee because of 'zero service'.

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  10. If you're still within the lock in period, you won't be able to get out of the contract. Magtitiis ka talaga. Hehehe.

    Just keep asking for refund/credits for days lost. Everytime you call CS, always take note of the name of the rep you talked to. Tell the rep that you know it's not his/her fault but you want to your issue resolved so ask for the manager. Be civil yet firm.

    Good luck.

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  11. Had exactly the same experience!!!! We were paying for service that we didnt had! 2mos ata un bago naayos and well actually ganun pa dun sya! Either totally no connection at all or suppppppper bagal. We decided it wasnt worth all the crap so I requested for it to be disconnected instead & guess what?? They told us we need to pay a certain very HIGH amount (my brain decided to automatically block it bcoz of too much BS) or finish the 2yr term. Wtf???????

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  12. naging complaints department ka na ;)

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  13. This may be unrelated to the service mentioned but people who spoke to their (mobile) customer service over the phone can attest that it is possibly the worst there is. Robotic, canned responses and mas maiinis ka lang. Me and my colleagues (who work for an Australian telecom account) are appalled on how Globe provides customer service. Bihira ka lang matutuwa kkapag tumawag ka sa kanila. Sorry pero i think pinaupo lang sila and sinabihan na "bahala na kayo" and were not given training. Tatanda ka lang sa inis when you speak to them over the phone.

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  14. I've tried Globe, PLDT and Sun.
    Customer service regarding repairs are mostly poor. But in my experience, the worst is PLDT, followed by Sun. The least bad is actually Globe.
    you can try www.twitter.com com and search #PLDT to have an idea how poor their services are.

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  15. This is what happens when there are very little competition. kakaunti ang kompetisyon sa telecom.
    kaya ang papangit ng services, ang mamahal pa, may lock-in period pa.
    Ang dapat dyan ay hatiin ang malaking telecom kagaya ng PLDT. para dumamim ang kompetisyon. at maging level ang playing field.

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  16. siguro nga depende sa outsourcing company chuva nila, kasi nung magkaproblema ang internet namin at itinawag namin may pumunta agad na techncian at napalitan ang modem :D im sure makakarating ito sa bossing nila at maayos na ang problem mo, kapangyarihan ng FP!

    -my

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  17. Globe is madaya! They charge me Internet fees eh gamit kong phonre is yun cheap lang na hindi kaya ang internet! Unfair!

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  18. i feel you.. i know how hard it is not get the service that you're paying for. I was once with Globe dsl and cancelled it 2 weeks after it was installed, thats right 2 weeks! i got soo disappointed, i have an internet cafe and you know that its the vital part of the business. my internet cafe was down for 4 consecutive days and that only means i lost a lot of money! i was deceived by their high speed-low price internet packages. everyday from the day it was installed, i had nothing but headache. when i was trying to cancel it, the agent from their retention department was like telling me that i'm still with the lock-in period.. and i told her of course there was a lock-in period but how the f*ck do they expect us to be okay being locked in with a lousy service? i told the agent that i'm not gonna pay for a single peso again for a crappy internet connection. they waved the termination fee and have it terminated. it was a huge relief. so please DONT BE DECEIVED with their low rates and DONT BE FOOLED by their lock-in period. When you had so much trouble with the service, they have the records of all those complaints so you have every right to cancel it. you just need to have a backbone and tell them you aint paying anything.

    jmb

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  19. Gave up on Globe. They have a deaf ear yata sa mga complaints. From mobile to broadband to landline; from twitter, to email to calling their so-called customer service hotline, grabe, haaaay!

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  20. Mag Destiny Cable internet kna lang, mura na mabilis pa. I used to be globe internet subscriber pero nainis lng ako sa sobrang bagal at sama ng tech service nla.

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  21. It's a complete breech of contract when they are not providing the service as stated in the contract. Demand for a termination, after all the hassle they will soon give in. Better than suffering the lock in period and paying the pre-termination fee.

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  22. It happened to me in 2009. I was paying for nothing. My Internet connection was always really bad and unstable, and they would charge me for some NDD calls I didn't even make. I tracked the numbers on my bill but I don't know those numbers, and I live alone so nobody would ever make that those calls! I would call their hotline almost everyday just to have my connection refreshed. they always told me that the problem was the box which I was connected to. I suffered for a year and I was paying 1999 a month. I lost a lot of money because I badly needed Internet connection for my home based part time job. So I didn't pay the last 2 months before the contract expired. Right now, there is this law firm who always calls me regarding the amount I didn't pay. I switched to another network, and I must say that i'm a satisfied subscriber. :)

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  23. Errrr, I highly suggest that you direct your complaints to the correct channel where they will actually be able to reply to your concern such as either talk2Globe on Twitter, their facebook page, the Globe Stores, or the hotline. As far as I know they are not allowed to reply to customers complaining just anywhere. Just saying. :)

    As for the email to "heads" posted above, they may receive it but expecting a reply directly from them is stupid, they have better things to do than reply to individual emails as above...executives do not sit down and read emails, they sign papers and hold meetings all day. The head of their Customer service team is not even there. FYI Gerry Ablaza is no longer with Globe. My advice if you want REAL resolution, go to the Store. :)

    Not to say FP is not helping customers, i am just saying that i do not want you disappointed. Communicating it here will lead to disappointment.

    Thanks for hearing me out FP. :)

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  24. SAME experience with SMART Broadband. WALANG KWENTA!

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  25. Globe sucks! Their customer service should be renamed customer disservice! Whenever you call their hotline, it takes a loong time for you to talk to someone then they put you on hold again to process your concern...

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  26. This happens to us also!!! :|

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  27. @Fionski - I have to disagree, I had the same problem with Globe and even if I was still under the lock-in period I had my contract terminated successfully because I had no internet connection from day 1. I didn't let up talaga and asked for a physical address where we can file the complaint. It took me 2 or 3 mos ata, I remember when the messenger came to deliver the bill I would refuse the bill and ask him to note that our service contract was under protest. They sent their technicians and I refused to let them in, sabi ko bakit kasi walang internet connection agad from day 1. I want this terminated so no you can't come in and take a look kasi palpak from day 1 ung internet connection. Thank god eventually I got rid of my Globe internet after 2-3 months of battling it out with customer service.

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  28. i had a query once (not broadband related), and i tried to use all their communication channels. the best one i think is the e-mail ad via their website, that way you will still have documented trail of your concern, their answer and your follow-ups :)i dunno if i'm just a lucky customer (in terms of customer service) but i always get quick satisfying results whenever i have complaints.

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  29. Smart/ PLDT customer service is even worse....sa Globe, at elast i just have to call 1-2 times to get connected, sa Smart, kahit 10 different days na ako tumawag, hindi parin maka get-through! Worst service ever, maybe it's bad to subscribe to the popular brand after all, they have too many customers and not adding service lines naman.

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  30. @Anonymous 11:38 AM I agree with you! pldt is the worst. had this unimaginable experience with pldt customer service. but because they're the only dsl provider in our area, we had no choice but to bear with them. :(

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  31. uh, another lost post. I agree with what ANON June 20, 2011 10:07 AM said. FP, if you're heading this route, maybe it's time you change your web page name :) cheers!

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  32. Globe has the worse internet connection. DSL of PLDT is better. Rarely offline, at least where im from. On a side note, I was actually considering transferring my mobile services from SMART to GLOBE. What did I get? The WORSE customer service. After a MONTH of following up on my application, would you believe they LOST it? YES. They LOST my application. I applied via phone, submitted the requirements through email. Followed up for a month. Kesyo pending pa etc. Then on my last follow up (which was June 14...I applied 1st week of May), I was told "Ma'am, wala ho kayong application sa GLobe". I couldn't believe what i heard! I asked the girl to repeat what she said and she told me "When did you apply m'am? We don't have your name on file." ......???? Out of frustration and anger, I just said "a ganun ba? dige salamat nalang." and put the phone down. Unbelievable? Only from GLOBE.

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  33. For a famous site visited most likely by high profile peeps, the letter sender was correct in sending his/her complaint here. Am sure solved na ito tomorrow.

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  34. I have to agree, Globe's customer service is the worst. True matagal makaconnect sa SmartBro customer service but I always get results when I call. Even when there's a typhoon I have internet. Since 2007 I have had only a handful of incidents wherein I lost internet connection - less than 5 siguro like recently my antenna was knocked down by strong winds. I tried switching to Globe internet because let's face it SmartBro isn't the fastest pero my gulay kakakabit pa lang ng Globe wala ng internet connection. I couldn't stay online for more than 2 minutes so I complained my guts out till they removed the d@mn internet and I never paid a single cent. I had a globe postpaid line since 2003 and ok naman but in 2010 when they introduced the customized plans hindi makacope ung customer service nila. I would call knowing more about the product than the agent - that's annoying. All I wanted to do was change my plan and it took them 2 freaking months to do so because I spoke with an idiot every single time. And I was double charged pa sa bill! I was choosing a plan that would make my monthly due lower pero when my bill came even if I didn't exceed my consumable amount for the month tumaas pa which was ridiculous. Kaya ayun I had my globe post paid disconnected and promptly applied for a Smart postpaid. Goodness ang claro ng bill! No hidden charges, walang overcharging - truly headache free! Since subscribing I never called customer service because I never had a reason to! Had I known, I would have gotten a Smart postpaid to begin with. Nakakaloka kaya ang bill ng Globe, so many hidden charges and incidents of overcharging. Even if a part of me somehow finds a Smart number jeje and tempting as the new offers of Globe are, whenever I remember the hell their customer service put me through just to change from one plan to another - it would be enough to stop me from taking out another Globe post paid line.

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  35. Hi FP! I already had this complaint forwarded to the resolving parties as of this morning. Let you know once I have feedback.

    Thanks,
    Wendy

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  36. Globe has the worst customer service ever! And that's saying a lot coming from a former outsourced Globe call center employee!

    MN2-VXC

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  37. hi all,

    ewan ko ba kung bakit ganyan customer service ng mga company dito sa pinas..meron din akong naencountered sa SMART naman..bali may unposted payment ako then till now wala pa rin silang ginagawa.even a feedback waley!! nakakaasar na tlga..tas kpal ng fes nilang mangdisconnect pag di sila nbbayaran. nagbayad kasi thru their pyment machine and ang sabi nila "baka raw sa pldt acct pumasok" eh haler gano katagal bago macheck un eh indicated naman ang envelope no check number and acct number..basta nakakapanginit ng dugo! i hope FP makarating sknla tong mga toh..


    -raxeL

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  38. NAKI MADAMI NA PALA TAYO. ANO TO LAHAT NG LANG MAY COMPLAIn. NGCOCOMPLAIN NA NGA, CLA PA YUMAYAMAN. WOW. PERO NO CHOICE TAU, WE NEED INTERNET CONNECTION KAYA DAPAT PAGTIYAGAAN. ANO BA MAGAGAWA NATIN??? GAGASTOS LANG TAU ULIT PAG PINAPUTOL AT NGPA-INSTALL NG IBANG CONNECTIOn.

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  39. sobra na tlga tong GLOBE. ang dami pala nating may reklamo.

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  40. Sobra na talaga itong ginawa nila. Nagbabayad naman tayo.

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