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Tuesday, March 20, 2012

Letter from a Reader: Repeatedly Ignored

Image courtesy of www.badideatshirts.com 

Dear FP,

I've been using my prepaid number since 1999. I've kept this number because it's easy to memorize. Even if my family and friends have changed their mobile numbers many times, they still know my number by heart. But with the disappointing turn of events lately, I'm starting to have a change of mind.

My dilemma started last week of February. I was in the NAIA Airport last February 25 for my flight to New York. I registered for international roaming and got a confirmation. When I arrived in the US, my phone could not pick up any signal. I've been trying to do manual signal connection for days but to no avail. So I tweeted the customer service to raise my concern and they were able to address my issue and connected me to international roaming.

I came back March 12, 11 PM. Upon arriving in Manila, I deactivated my international roaming. I got a confirmation from that it was deactivated. Then, I immediately registered to avail of the one week free calls and text. The response says they cannot accomodate my request and I have to check this certain plan that is for postpaid account.

March 13. I tried connecting the whole day but still the same response. I called the hotline for support but told me just to try it again and again because the current promo might have high volume of users. I also tweeted the customer service and sent them a DM but got no response.

March 14. I got a reply from the customer after 25 hours. I gave my mobile number and they told me that I will be given feedback within 24 hours. I called the hotline again and they told me that a report was submitted for my concern.

March 15. I tweeted the customer service. My tweets were ignored. I called the hotline and told me that their maximum time for resolution is 2 days.

March 16. I tweeted the customer service but still ignored. I called the hotline and told me that they will escalate my issue to their supervisor to prioritize my issue.

March 17. I tweeted and sent a DM to the customer service but my tweets and DMs were ignored. Called the hotline and still no feedback on my issue from their support team. Promised to escalate the issue.

March 18. Tweet and DM ignored by the customer service. Agent from hotline still promised to prioritize my issue.

It's so frustrating that they have been ignoring my tweets and DM. I just hate that they say they will resolve the issue within 2 days but never even gave me a feedback. The least they could do is to acknowledge or give a few words about the issue. I may be a prepaid user but I have been using this for 13 years already.

Thanks FP.

Yours,
J. Rivera

76 comments:

  1. i don't think these companies value prepaid users as much as they do with postpaid users.

    ReplyDelete
    Replies
    1. kya nga postpaid eh, they value post paid customers kc nga may records s knila.a ng prepaid naman wlng record, pde bumili ng sim at itapon nlng. haha.

      Delete
    2. Hindi mo yata naintindihan ang sinabi ng ni-replyan mo. May masabi lang teh? NKKLK

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    3. Eh ano naman sayo kung naintindihan nya o hindi? Ano to IQ test? Pwede ienjoy na lang ang blind item??

      Delete
    4. so not fair. im a postpaid user but i think more money is brought in by the prepaid population. thats so not fair. i love smart. super.

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    5. Not really. I am a postpaid subscriber for more than 2 yrs now and it took them 2 months to settle the bill disputes that I have. Super frustrating.

      Delete
  2. wow, that's such a long time. giver of this complaint should reveal the network whether it's smarty pants or globalization. choz

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    Replies
    1. tru, takot si sender eh, ayaw i mention ang name n companya, so useless ang reklamo

      Delete
  3. Bat hindi ka kasi pumunta mismo at magreklamo sa office nila. Kung talagang gusto mo talaga maayos problema mo, pupuntahan mo sila kahit araw araw pa. Inaasa mo sa tweets and dm's eh. Duh, malamang madaming nagmemention sa twitter nila kaya wag kang pa-especial dyan na bibigyan ka nila agad agad ng attention.

    ReplyDelete
    Replies
    1. Korak k teh. Di lang isa ang may reklamo kaya swerte ka kng mreplyan k kagad

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    2. tamad ata si letter sender, buti nga sa kanya, haha

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    3. ^ You 3 doesn't seems to know the meaning of GOOD CUSTOMER SERVICE. Pfft.

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    4. You don't seem to know GOOD GRAMMAR Anonymous Mar 19, 2012 08:20 PM

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  4. Same prob.. Pero ako pinuntahan ko ang mall branch nila sa Makati at dun nagreklamo kaya naresolve agad. Harapang reklamo kaya binigyan nila ako agad ng attention, hindi yung ititweet lang.

    ReplyDelete
    Replies
    1. may tama ka!!!! HIK

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    2. korek ka jan teh

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    3. sometimes the customer service is just so stupid na kahit magpunta sa center hindi nila na-resolve. that happened to me.

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    4. My daughter did it twice: Going to the mall branch of G, and on both occasions, her problems were addressed :)

      Delete
  5. Instead of tweeting them and calling their hotlines, go to their nearest branch so that you can resolve it asap. Sayang ang sim mo huh..(kasing edad na ng panganay ko, lol!)

    ReplyDelete
    Replies
    1. trulala, mag punta sya at itigil ang kakatweet, iniisp nya sya lng ang nag twetweet, sa dmi ng nag twetweet, mababsa kya ang tweet nya?

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    2. KOREK! i get the concern pero why tweet? hello. kelan pa naging official form of communication -- lalo na for urgent matters - ang twitter? pwede naman tawagan. or may live chat sila sa website nila. sa dinadami-dami ng nagme-message sa kanila natatabunan un messages, quesejodang DM pa yan. Kalokohan ang pagtu-tweet pag urgent.

      Delete
  6. rerekla-reklamo ka pero tweet and call lang naman ang ginawa mong move sa kanila.sugurin mo para face to face ang laban!

    ReplyDelete
    Replies
    1. Corek!! Tagal ka na pala iniignore di mo oa pinuntahan?!!

      Delete
  7. this is a legitimate concern, ergo, the telco's name must be mentioned to warn the public of its bad service. may masabi lang. next BI. enough of this. this doesnt concern me so who cares. echos!

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  8. OMG! eh 13 years n pla ang sim mo. malamang gusto na ring mag-retire. I had a sim card before na 6 or 7 years kung ginagamit then biglang hirap na akong tumawag and mka-connect sa net. I agree sa mga ka-fp dito na pumunta dapat sa branch ng network. They gave me a new sim card. Un nga lang i am a postpaid subscriber..dko lng alam sa prepaid kung posible un.

    ReplyDelete
    Replies
    1. pwede silang magpalit ng sim same number sa mga prepaid. tatay ko ganun ginawa nia eh. prepaid.

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    2. Posible yun sa MUNDO, ksi nun hindi na masyado nakatwag un sim card k kc puro gasgas, pinalitan ako ng sim, pero same number (prepaid), 100 ang bnayad ko nun 2010.

      Delete
  9. This was the same problem with my bb before when I was trying to register for a promo. Kung saan saan ako pinapasa-pasa. Matagal talaga yan tsong. First and foremost, I doubt na may process sila, moreso, escalation matrix. What I did was, lusob sa head office nila sa boni at hinanap ang manager hahaha. 5mins lang nasolve na. LOL.

    ReplyDelete
  10. i think the service provide is G. i also had issues concerning my postpaid account regarding their loyalty program. twitted them they replied after several hours asked me to DM my number, after sending the DM 3days have passed no reply. I twitted and DM them 3 times, i think they got irked, they replied to my DM and posted the same message 8 times, spamming? hahaha! and their g**business twitter and email contact also doesn't reply when their new ad posted on their website says "g** happiness guarantee" so ironic!

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  11. Did you know na you can exchange your old sim with a new sim pero same number sa prepaid. Just go to the providers service centers. Just my 2cents!

    ReplyDelete
    Replies
    1. corrected by! go na sa pinakamalapit na globe/smart center. :)

      Delete
  12. keber, next BI pls...

    ReplyDelete
  13. They won't take u seriously if u won't go to their office personally.

    ReplyDelete
    Replies
    1. Not true. something like this happeneed to me. I figured, instead of twitting i should personally go to the nearest branch and talk to someone.. god. THEY talk to my like im an idiot. pinaliligoy ligoy nila ang usapan AND wala naman akong nakitang ginawa para maayus ung problem ko.

      Camille C.

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  14. super asar talaga yang company na yan. nangyari din sakin -- never nagwowork registration ko tapos when i called about it, sabi daw kasi puno masyado so try again. tapos sabay kami nagtry ng mom ko, magkatabi kami, nakapasok sya! sobrang joke. so i complained, sabi nung csr, try try try again lang daw until makasingit. mayamaya i got a message na i tried too many times na daw, please try again in 24 hours. sabi ko sakanila, saan ba nakasulat na yung promo ay may limit ng number of users registered at saan nakasulat yung may limit ng number of tries per day??? kapikon.

    and di naman lahat ng tao kaya pumunta dun sa branch nila. i was only in manila for 1 week and super super booked ang sched ko coz ang dami kong appointments. so hanggang phone lang talaga kaya ko pagcomplain. lalo na't i remember from past experience na pag pumunta ka sa branch, oras din ang antay mo. sinabihan din ako na magbigay ng feedback sa filed complaint in 48 hours pero waley. kainis. pagbalik ko uli manila, sa kabilang telco nalang ako kumuha ng sim!

    ReplyDelete
  15. haler mga baklush, karamihan naman nang nag rereklamo d2 kay fp, ayaw i -mention ang name ng companya. edi wag ka mag reklamo ate. saan k nmn nakakaita ng nag rereklamo na panay tweet at dm lng, puntahan mo, wag ka tamad. walng kwentang reklamo itesh

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  16. I think it's globalization - based on the pic. May tama ung nagsuggest na magpunta sa business center. Pwede kasi ung sim na ung may sira, one of the reasons I'm postpaid kasi ung sim nasisira so at least I can keep my number.

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  17. anong companya itits?

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  18. I think this is the telco company FP hates :p I am a postpaid subscriber and I experienced something worse (regarding customer service) than this. Nung pikon na talaga ako I called the customer service to disconnect my line. When I was asked for the reason, I blatantly said: customer service. Then dun lang nila ni-resolve yung super simple na issue ko. Sakit sa bangs.

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  19. wala pakels talaga tong network na to sa prepaid users nila.. kahit naman sa postpaid users nila.. wa kwents ang service

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  20. i guess its easy for people to say na bakit panay tweets and dms lang ang ginawa nya. may mga ibang tao din kasi na sobrang busy talaga and the easiest for them to do is tweet or send a dm. for the writer of this letter, i feel for you. kung ako din kasi siguro, d ko agad maisisingit sa panahon ko ang sadyain ang nearest office. so the least na magagawa ko is mag tweet na lang hanggang sa magkaroon ako ng time na pumunta. bottomline is, as consumers we deserve better. services are being paid for. d naman libre mag text or tumawag. ang mahal mahal pa ng services. the least that these companies could do is provide them a good service. sa ibang bansa, if you don't get a good signal for days, you can give the company a call and report them. they'd refund you in a heart beat the days worth na wala kang signal.

    ReplyDelete
  21. The service of this network is awful!!! No doubt that over the years, their service has severely deteriorated. Even the customer service representatives seem to be clueless on some inquiries. I don't know how they choose or train their agents (if they do) but its just useless talking to them. There was an agent who even terminated the call while I was complaining.

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  22. Korek! instead n masira kamay mo kakatweet at call sa hotline bkt d mo man lng naisipang pumila sa branch nila, kahit sang mall meron nmn yang mga yan..

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  23. if this is globalization, i wanna say their customer service really sucks!

    ReplyDelete
    Replies
    1. I have to agree with you. super bad talaga ang customer service nila...

      camille c.

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  24. If you're talking bout G, well yeah..i could not agree more. Their customer service is the WORST!

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  25. Kahit puntahan mo yan, pag nakatapat ka ng tanga at tamad na agents, wala pa rin. Sayang pagod mo

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  26. For some reason, never ako nagka problema kay globalization. Since 1998 pa ako teh nung mala remote control pa ang laki ng cellphone. Naka ilang palit na rin ako ng sim at nag move na ako from prepaid to postpaid. Tip ko rin, pumunta sa business center or magbasa sa website. Minsan, "user training" lang ang solusyon.

    ReplyDelete
  27. if this network is G, i've been ignored by that twitter account so many times too. NEVER a single reply. Choosy sila sa ni rereplyan. pag celebrity ka or naka postpaid, ni rereply nila. :( poor customer service. two thumbs down. :(

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  28. Kung maaayos lang pala sa pagpunta sa branch , para saan pa ang hotline at twitter account nila? Eh di alisin na lang! In short, customer service is bad!

    ReplyDelete
  29. mabuti pa ang subscription ko, i can #livemore and not waste my precious time on bad connections and worse customer service.

    ReplyDelete
  30. i wonder if FP will post a similar letter concerning other networks...

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  31. kaya pala ang latest radio ad ni intelligent competitor palaging patungkol sa kanya, tipong, 'how many times will you let your network ignore you?'

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  32. Ikaw anonynous 5:18PM makareact ka lang. so kelangan ang customer service pag pupuntahan lang sa office? pag text, tawag or tweet, di na pwede? Mag-isip nga kayo! kahit puntahan pa sa office yan, me nagrereklamo din dun so dapat ayusin ang customer service sa lahat ng aspeto. Ang gagaling nyo!

    ReplyDelete
  33. i'm a post paid user and have a problem my line. i have been going to their customer service offices since 2010 until now they haven't solve the problem they just repeatedly tell me na sa "system daw nila, its activated and working" di nga magamit yung line ko! while my friend's prepaid number got blocked sa unli calls promo kasi daw sobra sobra sila gumamit. they have to wait a month before they can register again. service sucks postpaid man or prepaid. but in fairness, nice yung representatives nila kahit na they can't help you!

    ReplyDelete
  34. piece of cake! change your number for an easier life and not having this insanity. move on brother!

    ReplyDelete
  35. acutlaly minsan kahit pumunta ka sa business center nila, wala din tulong minsan. ang stup*d nga, they asked me to use their phone to call the hotline. wtf diba?

    ReplyDelete
    Replies
    1. well actually meron silang self-help kiosk, pag mahaba ang pila sa customer service they will direct you to their phone to call the hotline para hindi ka mag intay ng matagal

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    2. pero guys panisinin nyo on how the OTHER network copied the commercial with anne curtis on it.

      Delete
  36. postpaid or prepaid ganun talaga ang service nila

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  37. I just wanna share concerning these problems. I think this is probably G. I have a friend kasi na kaka avail lang ng promo nila sa post paid and palaging nagkakaroon ng problema. Ung laging nag didisconnect sa network yung sim. tapos his bills accumulated 2k plus from 350/month lang dpat. tapos halos 2-3 weeks syang nagcocomplain at naghihintay ng response. super bagal talaga ng customer service nila. grabe lang. I have been using their network for the past 12 years of my life as a prepaid user naman pero never ako nagkaroon ng ganitong problem skanila. so yun. :) sana lang pagtuunan pa ng pansin ng HR department nila yung mga kinukuha na employees tska tutukan din ung training ng mga yan. sayang ang sweldo sa mga ganyan na customer service employees.

    ReplyDelete
  38. postpaid user here, very satisfied sa service ng business center nila. ayoko lang talaga yung hotline nila...

    ReplyDelete
  39. ito ay mundo. maging smart kasi sa pagpili ng sim, pwede ring sa araw ka na wag lang sa mundo. lol

    ReplyDelete
  40. I have SIM on both networks. Ganyan din sa Matalino network, nahihirapan ako magregister lalo na sa mga Unli promos nila. Pero mas madalas sa Mundo. Dapat alisin na lang yang Unli na yan misleading hindi naman lahat nakakaregister.

    ReplyDelete
  41. Outsourced ang kalamitan sa mga IT engineers ng network na 'to. Maliit pa magpasahod. Panu naman mamotivate yung mga yun? At minsan ginigipit pa sa project. tsk, tsk..

    ReplyDelete
    Replies
    1. outsourced or not, they should aim for customer satisfaction since they have products and services to sell. ano ang silbi ng magandang products if customer support is bad? haayy!!!

      Delete
  42. *super delayed reaction since ngayon lang ako ulet nakapagbasa ng post ni fp..."
    Anyway, last month, nag-roaming din ako a day before pumunta sa HK. Nagload pa naman ako ng 500 na sapat na pangreply sa emergency texts. 1st day ko pa lang, naka 4 160-character texts pa lang ako (no outgoing calls) hindi na ko makapagsend ng 5th text ko. Buti na lang may wifi kaya i asked my sister na ipaabot sa mundo yung problem. Ang feedback, 10 pesos lang daw load ko at hindi ako roaming, which is very impossible dahil nakakareceive at nakakatext ako from HK to Phils. After 5 days, balik Pinas ako, roaming off. I still have my unlicall to mobile and landline numbers in Metro Manila. Pero everytime na tatawag ako sa landline, nababawasan load ko. Nirereport ko sa kanila pero hindi na nila binalik yung load na nawala sakin nung nasa hk ako and sa nababawas dahil sa tinatawagan kong landline within MM.

    Pero pinaka-weird yung ad nilang nirereport pag may kumuha ng load mo... Eh sila nga mismo nagnanakaw!!

    ReplyDelete
  43. Ang tamad naman niya

    ReplyDelete
  44. Hi problem had the same problem.. ang tagal di nila ako binabalikan. and later i found out customer service nila 3rd party na pala!!! nakakainis noh! ndi dati ganito ang service nila!!!

    ReplyDelete
  45. I can relate. I'm using the same sim for about 5 years and I dont want to change. I had problems with my load na ninanakaw lagi but the network cant explain why. I hate watching the tv ads using a-lister celebrities as endorsers. they should have used those millions in improving better service.
    Anyways, its better to get a new sim, preferably 2 from different networks. Otherwise, u will continue to suffer.

    ReplyDelete
  46. Eto ang problema talaga ng mga telco at internet providers sa atin. Kapag magbebenta ng service, they make it sound like it is so hard to resist. Once nakapag-subscribe ka na, wala nang kahit anong maayos na customer service na makikita. Like my issue with my Matalino broadband, super intermittent ang connection. If it does, it will be around 12MN to 3AM. When I first mentioned my problem in Twitter, I was surprised to get a tweet from the provider. It turns out that is the last tweet, I will get from them. They asked for the SN via DM. Mukha lang proactive kasi when they tweet you, everyone who follows them, kita na they are trying to do something. Pero keber, hanggang dun na lang yun. I tried going to the service center and called their tech support. Same problem naman with J. Rivera, G doesn't give a dang. Postpaid man or prepaid - I was on postpaid and they never delivered good service.

    ReplyDelete
  47. Moral of the story: complaints are best addressed personally at service centers. I've been with G postpaid since 1999. Never had a major problem with their customer service.

    However, with S, it's a different story. Got my backup postpaid with them thru promo. BAAAAD! Terminated it after three months. Wala akong pakialam sa mga 'pre-termination' ek ek. Bad service is bad service. Sue me. Well documented lahat ng complaints ko sa knila that were not acted on, and cc ko DTI sa mga letters ko. Di na sila pumalag.

    ReplyDelete
  48. I would just like to share a similar case that I have experienced with this telco. I registered my BB Social thru text last Feb 2011 pa. When I went to HK last Nov, I called the hotline to verify if my roaming services will be automatically activated and if a BB handset will work in HK. The agent said YES. I was surprised that I was still getting FB and twitter notifications. To my horror, Globe immediately sent me a text message informing me that my bill was around 7k due to the internet services that I was using kuno. Turned out that they automatically activated/ retained my BB Social services but used the intl rate. Ang ending? My bill soared to 14k!

    The funny part pa is when I was talking to their agents (yes, plural), I was the one pa who educated them about the mechanics of my acct (I had my internet services deactivated 2 yrs ago, I'm just using BB Social). Most of them were VERY rude and one even told me: KAYA PALA HINDI NIYO ALAM.

    After 2 months, they adjusted the bill since 11k was for dispute pa talaga. BUT NO, may dispute pa ung dispute. They only adjusted around 9k lang. So ako pa ung nagcompute sa agent and another round na naman ng warla mode. So frustrated with this service, di ko naabot ang mundo!!

    ReplyDelete
  49. do not talk to call center agents. go to your nearest globe business center.

    ReplyDelete
  50. Anonymous Mar 21, 2012, same experience with you. My bill soared to P22k!!!!! Months before they eventually adjusted my bill. Agents suck, they lack training! But I'm still a globe postpaid user.

    ReplyDelete

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