Sunday, December 30, 2012

Poll: What are Your Thoughts on This Article?


Source: inquirer.net

132 comments:

  1. Ewan ko lang ha pero kung hindi nyo pa alam, ang Asians (including pinoys) na under Asian company/management ay ang pinaka walang customer service sa buong mundo.

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    1. thats not true, japanese people are very accommodating, and have you been to italy? i frequent cruise ship trips and have you seen the service of our fellow filipino there?? maybe you are right at some point. ung mga natitirang pinoy dito sa pinas puro na kasi tamad. kasi lahat ng masisipag nasa abroad na.

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    2. I beg to disagree. I have no problem with BPI Credit Card CS whenever I have issues to discuss with them. Same with Metrobank Credit Card CS. With Smart naman, so far, I haven't encountered any problem.

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    3. I agree to Anon@9:40! I'm working here at gitnang silangan and mostly the money exchanges, malls & other company prefer pinoy because we are good at customer service.

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    4. Agree with Anonymous December 30, 2012 9:40 AM, other nationalities prefer Asian, especially Filipino kasi accomodating, helpful and laging naksmile.

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    5. tama..try nyo mag complain sa
      middle east kung mkakuha kau ng matinong kausap

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    6. China bank, metro and bpi good service. Bdo sucks big time. Sobrang aarte at snob ng mga tellers especially in the imus-nueno branch. You wouldn't even see a shadow of a smile.

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    7. Excuse me anon 9.40 am, Hindi lahat ng pinoy na naiwan dito e mga tamad. Kung ang Iba ay tumutulong para lumakas ang piso sa pamamagitan ng remittance nila, ang iba naman ay nagbibigay trabaho sa kapwa pinoy. Baka nakalimutan mo, ang may ari ng blog na ito ay nasa pilipinas din.

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    8. Been a hotelier all my life and worked in the PH, Cruise ship, SG and now in the US where i am currently based.

      Basically, ok ang service ng Asia when it comes to the people doing it. Dito sa Tate, mga kano di magaling sa customer service...

      Pero i realized magaling naman ang mga american companies when it comes to customer complaints at recovery. Di sila matipid unlike Asian companies.

      Like dito u can return and exchange clothes and items which you have bought anytime kahit years pa ata. Sa Asian companies parang hindi pede.

      Cruella

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    9. EASTWEST BANK'S CUSTOMER SERVICE IS COMMENDABLE!!!

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    10. I have Wi-Tribe broadband installed at home. Nung bago pa lang sila, spotty ang signal, but they compensate it with good CSRs (na pwede mo pa ngang maka-chat using their website and maka-text).

      And they're pretty transparent in saying what's happening to their network: kung may repairs ba and how long they expect it to last.

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    11. Probably they dont know how to handle the situation reason, CS's should know everything about the product wether its about tech, billing, lost phones, contracts, replacements, kasi kapag hindi nila alam kung ano ang gagawin pasa pasahan kana. IM WITH GLOBE WIMAX AND I NEED TO BE PATIENT W/ THE SERVICE THEY PROVIDE COZ I DONOT HAVE ANY CHOICE AS THERE'S NO OTHER SP IN OUR AREA AND IT SUCKS. REALLY SUCKS!

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  2. I've been a globe user for two years now and i feel the sentiment from the writer.

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    1. Ano ba maliit na bagay iniissue.

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    2. Anon 9:16, maliit na bagay sa yo yun? yang ganyang mentality meron ka on customer service ang reason kung bakit nawawalan ako ng pag asa sa bansa natin. my sentiments also go for ms. monsod and her daughter. kung hindi pa pala nya kilala si Mr. Zobel hindi pa nila aasikasuhin yung issue. tsk!

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    3. to anon 9:16 hindi ito maliit na bagay...kaya hindi umuunlad ang Pinas dahil sa mga taong katulad mo na ganyan ang pananaw!

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    4. This problem is very unique to Globe for telecom services. This is at par with the service of CebuPac. I think these two giants should merge. lol

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    5. Metrobank has terrific cust service. Globe on the other hand well.... both my personal and company issued phones are lined by Globe and I tell you horrific the non customer service! But I agree with the previous comment, I think this is a Globe "culture". Also Chinabank galing tellers and cs.

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  3. Kung minsan FP, todo tayo makareklamo sa Globe without us realizing the bigger issue. Smart also has that kind of issues; magaling lang sa PR.

    It's not about which of the two are better networks. Tama yung writer: saan tayo pupunta if both of them fails? Who's responsible for handling consumer complaints, if our regulatory agencies are already "captured" by the two?

    More than that, isn't it time that the government revises its restrictions on telecommunication so that more players will come in? At least if both #LiveMore and #Genius fails, there are other options. And they are compelled to do better, for they are new in the market.

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    1. Exactly. Us subscribers are often left to the mercies of these giants. Until when can we see the light of day?

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    2. December 30, 2012 1:54 AM, nahabaan ka sa comment niya na yan te? eh di lalo na sa pinost ni FP.

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    3. It's long but made a lot of sense. Intelligent and insightful compared to Anon 1:54AM's ________ complaint. (Fill in the blank with an adjective fit for the said person's comment)

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    4. I don't know why calling from the US to the Philippines is very expensive. It's just pennies to call the other countries. Must be the restrictions imposed by the Philippine government.

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    5. agree with you, anon 2:09. yung iba, wala lang, maka pag comment lang, nakikita tuloy kung anong uring pag iisip meron sila. tsk!

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  4. Kaya lang ako nakaGlobe dahil sa friends ko pero yung service talaga nila walang kwenta!!!!!

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  5. Anon 1:54, mahaba man, at least may sense at helpful yung comment. And yours? Sigh..

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    1. "And yours" means "What about your comment?"

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  6. Such a frustrating experience for a customer.

    -I believe the customer service of Globe should align their procedures with regards to placing iPhone orders from their customers.
    -At the same time, they should be transparent to their customers as to what really happens at the back end of it all. I mean, they should give false hopes that it would arrive "soon" enough whereas in fact, these products are in demand and I think the customers would understand that it takes time to actually have it (let's face it, even in the US, those who want to buy newly launched Apple products need to go on queue for several hours and are allowed to buy only 2 pieces or so!). They should treat customers like dummies and lure them with false promises.
    -and now that this situation has been escalated to JAZA and Ernest Cu, we could predict that this would be prioritized the soonest. Imagine how normal people without connections would have to go through. On a positive note, I believe that this escalation to the big bosses could shed a light on the lousy system of customer service of Globe and to the unsystematic process of dealing with issues such as this.

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    Replies
    1. *I meant shouldn't give false hopes
      and *shouldn't treat customers like dummies

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  7. ay naku. mukhang matutulad ang father ko sa nagsulat noon ha. last week, globe promised my dad that they will notify(via call) him WITHIN THE WEEK if his iphone 5 is available for pick-up na. pero natapos na lang ang linggong yun, walang call or text man lang. well there's nothing we could do but to wait. pero mas maganda sana kung i-inform man lang nila kami kung meron o wala or kung kailan makukuha yung phone.

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    1. Hindi Lang globe even smart nag apply ako ng pocket wifi ng anak ko for her ipad2 para kahit saan Pwede namin sya maitawag thru facetime
      It's been 6 mnths til now Wala pa rin ung tawag mula sa smart Kung Meron na ba o Wala many times nag call na ko ipapasa ka sa Iba ... Email them no relpy o puntahan mo sila sasabihin wala ung nakausap sa fone kaya pa rehas Lang Naman yan mas magaling sa PR ang smart kaya ganyan laging globe ang nairereklamo

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  8. Yeah, they have the same treatment to customers. Your even luckier coz you were able to talk to a call center agent. I have tried calling Smart's hotline until my battery got drain but no one answered my call but even if they do, the line will just be cut off. We also have postpaid internet line from Globe, the service is ok but the billing is so not ok. After 1 week of installation we already received a bill so we went to Globe to ask if we really need to pay and they said no but come the next billing we have a 120 pesos charges for late payment. So we complained but they said they cannot reverse it, then Globe have a maintenance and repair in their site which we were not able to use the net for 2 weeks and they said they will adjust their statement but until now its still not reflected in our bill. Another problem is Globe is giving charges for the mail delivery of the billing. Every month we go there to complain about the things they are doing but they cannot give a solution. Its so sad the consumers are not protected by the government from this giant companies.

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    1. ganyan din nangyari sa kin... i had no service for a two weeks then they told me iaadjust nila yung bill ko tapos in the end, wala rin

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    2. Report niyo lahat yan sa NTC

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  9. and Globe's hotline is not 24hrs. How embarassing. A giant network cud not afford to have a 24-hr hotline.

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  10. kailangan ba talaga palitan ng globe ang phone pag nawala? i reserved 2 iphone5s sa globe and i got both within 3 weeks. mejo wala lang talaga kwenta ang hotline nila, if you want results, you really have to visit a globe service center.

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    1. This is true! Walang kwenta ang pagdial ng hotline. Maghihintay ka ng bonggang-bongga sa sagot nila tapos pag wala na silang maisagot sa tanong mo, i-cut nila ang linya. Grrrr!

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    2. sa pagkaka-alam ko, hindi naman talaga kailangan na palitan ng globe ang phone pag nawala yun. pero you have to tell them na nawala iyon para mabigyan ka nila ng bagong sim para same number pa din magamit mo kung postpaid ka. pwedeng bumili ka na lang ng phone sa iba. at kung papalitan ng globe yun, may additional na bayad i think.

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    3. Anon 2:30a.m. Your right. It's better to go directly to globe's service center than to dial their hotline. Their hotline is walang kwenta. Ang daming prompts/number to press bago ka may makausap na totoong tao.

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  11. what abt us ordinary ppl that dont have a "connection" to higher management?

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  12. GLOBE has a VERY POOR customer service! Raised a concern last March 2012 and it hasn't been resolved until now after so many followups. Kept on getting the same response from the customer service reps, who are not helpful at all. Tsk tsk..

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  13. Whether its Globe or Smart their service sucks. Lalo na yung customer service nila ma-highblood ka talaga.

    Pagna-bwisit ka sa Globe lipat ka sa Smart, pagna-bwisit ka naman sa Smart lipat sa Globe haay kailan ba matapos yang vicious cycle ng palitan ng networks.

    Dapat talaga liberalize na yang telecom sector, papasukin na yang mga foreign telcos at para maraming choices ang consumers at para madagdagan na rin mga trabaho sa Pilipinas.

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  14. and the Philippines is proud to call itself the Call Center of the World... for non-residents!

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  15. Si Winnie Monsod na yan, ha - well known UP Professor, TV host and newspaper columnist. Wala pa ring nangyari sa reklamo niya. Eh what more so madlang people?

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    1. korek.we had almost the same issue na encounter sa Globe. august pa lang nagrequest na un husband ko magaaupgrade sia ng phone after ng 24mos lock in period nia which will be due on october. come october wala pa rin un phone this was inspite of the several follow ups ng husband ko ( na lagi nila sinasabi out of stock daw un unit). first week of december tumawag uli sia sa hotline sinabihan nia un customer service na if hindi pa rin madedeliver un new phone within the week papadeactivate na lang nia un account nia.ayun!kinabukasan nadeliver sa haus namin un new unit!ang kulit d ba? kailangan pa ba magtakutan bago aksyonan.

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  16. my husbands company shifted to a globe corporate account and service has been hell. all of them have been charged exorbitant roaming rates average of 50k despite non usage but they havent been abls to get a decent explanation or solution from any globe staff.
    i have been a smartsubscriber for 11 years and have been quite contented. the customer reps who process my transactions even give out their cell no so i can follow up on the delivery status and they even proactively texts if there are any delays. ive also been enjoying the rewards program of smart esp tge free movies

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    1. true that! :) I have been a smart subscriber for 12 years. ok ang Customer service and the rewards program.

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  17. filipino companies have the worst customer service agents.

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  18. I really hate Globe's customer service. Ang tat****!

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  19. In Australia, they have what is called the Telecommuications Industry Ombudsman. Every complaint raised to them for mediation has corresponding processing fee costs charged against the company that increases upon every refiling if unresolved. The first referral, if I'm right, costs AU$30 (Php1,350). It may be about time we have something like this here. This ensures that these companies' customer service lines resolve the issue upon first contact.

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    1. Pwede, good point pero in time, mako-corrupt din ng ahensiyang yan if ever. Onli in da Philippines lang ata ang corruption eh makikita mo sa lahat ng offices...hayz, nagwork ako sa city gov't sa metro, procurement office. Thank God nakaalis na ako dun--kung makikita nyo lng ang nakita ko; bka kayo maniwala na talagang grabe na ang pinoy sa desperasyon. Karma na lang sa kanila at from that experience, i can really comment, wala nang pag asa umasenso si juan dela cruz sa lupang tinubuan.

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    2. tama. i was also thinking this. when i was working for telstra takot na takot mga tao to get a tio complaint so we have to do everything we can talaga sa store before we even refer them to customer service.gawin din sa pilipinas yan!!!!!

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  20. Worst sa lahat ng nasubukan kong network provider ang Globe at Smart not to mention ang iba pa pang networks na nabili na nila. Sa pinas call k using 500 load ubos agad pagconnect p lang. kadalasan hindi pa nga kumukonek charged ka agad. Sa UK (Orange, 3, T-Mobile; Virgin. TalkTalk. BT etc,) at sa UAE (Du at Etisalat) up to the last sentimo mo consumed. Pwede ka pa umover sa load limit mo as in negative then bawas na lang pagload mo uli. At lets say wala k ng load, pwede k magtx to let your family/friends to know na wala ka load at nagppatawag ka. At khit mgtx cla ng promo, no deduction sa credit mo at hindi mdlas as in minsan lng s 1 linggo; minsan wala pa. Sa pinas ang pinakawalang kwentang mobile services; poorest customer service; very expensive Internet and call charges; opportunist sa mga A B C esp.D & E level customers at PINAKAGAHAMAN SA PERA! (hope FP will allow this)

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    1. I like the UAE telcos kasi sa kanila you dont need to ask for your balance after the call kasi automatic na nagrerelect na ung remaining balance mo at pag nagtext ka e parang email na inonotify ka if nareceive na ng tinext mo ung msg. ang daming promo sa UAE at di naeexpire ang load. Pero i think di pwede sa pinas ang higpit nila pagdating sa application ng simcard. Nung nagapply ako ng sim ko i was required to show my original passport and my visa to register. And if may reklamo ka sa isang number e cut nila agad un at itatrack nila ang location ng number para mahuli agad ang user ng number na un.

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  21. Sa australia you can get the replacement in less than 30 minutes. and if you have complaints about the network's service, they give you discount for 3 mos in your monthly service.

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  22. Of course, expect sub-standard customer service over the phone. Their so-called customer service reps are not Globe employees per se. They are outsourced. Employees at Wynsum Corporate Tower in Ortigas can attest to this, yung isang floor doon na Allorica ang name ng call center Globe ang isang account nila.

    Expect that they would sound like they don't give a flying f about your concern, these people are most likely overworked and underpaid.

    @Anon - December 30, 2012 4:19 AM
    I used to work for TalkTalk's billing line (yep, outsource na rin halos lahat ng departments ng TalkTalk dito sa Pinas), sobrang dami rin ng kapalpakan ng company mismo. And kadalasan, representatives (even operation managers themselves) could no longer provide a logical explanation why the customer's account is messed up. Walang pakialam si CEO as long as may perang umaakyat, dedma.

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  23. Swertihan ng may makausap kang matinong CSR sa Globe, even sa Smart. Ewan ko lang kung poor training ang meron tayo sa local accounts, samantalang sa international accounts maayos naman tayo. Tama si Madam, paano na lang if all else fails, kung exhausted na lahat ng efforts? Kanino na tayo tatakbo? Kahit Meralco CSRs palpak rin, kung anu-ano sasabihing resolutions and promises, di naman natutupad.

    #BloodBoil

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  24. hay naku smart man o globe parehong disappointing at exasperating ang service. malakas lang ang loob ng mga yan kase they know na we don't have a choice but to subscribe sa alinman sakanila dahil necessity na rin talaga ang texting. palpak ang kanilang customer care. sa globe kahit pumunta ka sa business cnter nila wala paring naibibigay na solusyon. yung ipinagyayabang nila na globe tattoo stick na nakakareceive daw ng text, 1 day bago makareceive ng text. tapos kapag pasko and holidays automatic di magamit ang unli service so napipilitan magload ng regular. kaechosan lang na maraming gumagamit pag holidays kaya mabagal ang service. ilang taon na sila sa business so by now dapat nagawan na nila yan ng paraan! nakakainis!

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  25. oh, smart is just as worse as Globe!

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    Replies
    1. korek! both of them have same problems on customer service

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  26. Si Mareng Winnie na yang nag-co-complaint, asa pa tayong ordinaryong mamamayan? baka sakali makarating finally sa may kina-uukulang government agency (NTC)and the committees of both the lower and the higher houses of congress not to mention the cabinet secretary (DOTC) and his underlings ang mga bagay na 'to, or are they just turning their deaf ears? gusto ko na yatang maniwalang kahati sila sa bilyong-bilyong kita ng mga telecom companies na 'to. bahala na ang kapakanan ng pobreng si Juana at Juan dela Cruz basta busog ang mga bulsa nila! 'To ba ang daang matuwid na tinatawag? Pagbabago ba ika mo? Kala mo lang meron, pero wala, wala, wala!

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  27. IMO ang babaw ng problema! Simple lng kung ayaw mo ng sakit ng ulo.. edi wag ka mag iphone5! O kaya bumili ka ng unit sa iba.. pay in cash tapos! Nakaka stress talaga yang mga network na yan kung magpapa uto tayo sa mga gimmick nila!

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  28. Patay kayo,si Mareng WInnie Mondos yata yan.

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    1. Monsod naman teh! :)

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    2. Salamat sa pagpuna,Anon.Madalas akong magkamali sa pagtipa ng letra ng keyboard.

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  29. I can relate. I once got a blackberry from Globe and wondered why my BBM wouldn't work. Yun pala, globe gave me an iPhone data plan even if I bought the blackberry from them. Define tanga!

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  30. After sales service sucks big time not only for Globe or Smart but for almost all the companies here in the Philippines. There ought to be a law regarding this matter. They will spend big time money to lure clients but will keep a very small amount to keep them.

    That Globe company is a funny one. They want to lessen person to person contact so they will charge you a certain amount if you want to do business with a human being over the phone. Try calling their hotline so you'd know what I mean. And if you are lucky and patient enough to get connected to an agent, you sure get to wonder why are we the call center of the world. One requirement - ability "daw" to speak English. But aside from being subjected to worst manner ever, you wonder if you are using the same language. One time I called and ask to change my plan. I said I want to get the lowest plan plus I want to have an unlimited talk and text to a sole Globe number. I also said that I will cancel my previous Globe subscription of unlimited talk and text to any Globe number. Imagine what happened - for two months I was billed for two subscriptions. Galit pa sila ha when I called their attention. So I told them, listen, tagalugin na natin para maliwanag - ano po ang rason para magkaroon ako dapat ng two subscriptions, isang unlimited talk and text to one Globe number and isang unlimited talk and text to any Globe number. Doon pa lang ata nagkaintindihan and after months of bickering, I finally got me a refund.

    And mind you ang horror story ng globe does not end with the call center. Try visiting their Monumento sales office (I don't know how to call that one). From my understanding, that office is a franchise (merong ganun?) so one time I went to pay my bill and I was told, Sir, balik na lang kay, break time e. Another time, lumabas po sandali ang cashier. Wow, Ayala Company and they act like a third rate sari-sari store?

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    1. Common sense Globe. Who would avail the plan of unlimited call and text to 1 number and unlimited call and text to other globe subscribers? #fail

      -Donyang Tsismosang Badush

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    2. right! pati pldt and mga cable company nakakainis ang customer service nila! hirap pa tawagan, pag nakausap mo na kung anu-ano pa sasabihin sau

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  31. A few years back, I availed the postpaid plan from Globe and after 2 days I got my free phone. But I wasn't happy because Globe has hidden charges and it's impossible that you will only pay for your cut off bill. I always pay 3x the amount of my cut off bill. My phone got lost I think after 6 months and told me they'll replace it until I got tired of updating them and lost hope that I will have another phone. Since then I told myself I will never settle for a postpaid plan and I'm happier with my prepaid plan. I'd rather have my high-end phone paid thru installment basis from a cellhpone shop, than buy that "amazing PR" of Globe or Smart Postpaid Plans because at the end of your contract you will realize than you have actually paid 3x the price of your phone + prepaid. My best friend subscribe to Globe Postpaid for 1800php on her IPhone4S and her monthly due is not lower than 3000. 1 year had already past and she had paid more than 70k and still lock for another year & a half. I bought my phone in installment basis for 40k+php, paying 3k+ every month for 1 year for that phone installment, and prepaid loading every month is only 1000 a month. If you'll compute that, I have saved a lot. Having a postpaid plan as they say, you are in this called "high social status". You're not. :)

    -Donyang Tsismosang Badush-

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    1. Tama ka dyan. At least sa prepaid, namomonitor mo kung saan napupunta load mo. In fairness naman sa Globe, di ko pa nararanasang kainin ang load ko at di rin mahirap magpaload. Kaya kontento na ako sa sarili kong bili na phone at sa prepaid service nila.

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    2. Tama. Sa iba na lang bumili ng cellphone tapos prepaid na lang. At least sa prepaid, kainin man ang load mo, pag naubos na, tapos na. Sa postpaid, magulantang ka na lang na inabot na ng 50K ang bill mo kahit na kadalasan 1k lang inaabot.

      Isa pang isyu sa postpaid eh yung possibility na ibinebenta nila ang information mo. May mga nabasa na akong kwento na after nila kumuha ng postpaid account, biglang dumami ang spam na nakukuha nila sa text at snail mail.

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  32. Customer service here in the Philippines sucks. Not all company naman but most sucks talaga. Haaaay. Minsan pa nga you have to get Mad/amalayer para maasikaso ka agad if not palakasan kasi artista ka or kakilala mo yung head etc. Dapat hinde ganun treat customers equally. Walang mataas o wala sikat. in the US if they fail malaki kasalan nila yun if tgey don't treat their customers right kaya doon todo assist ka nila. Sana ganun din sa atin

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  33. For those availing/availed postpaid plans whether globe or smart, and u got ur phone for free. Don't sum up ur monthly service fee since na-used up nyo naman yung service hindi naman yung phone ang binayaran nyo.

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  34. I have globe phone line at smart bro. Comparing the two, Globe has terrible customer service, while magandang makipagusap sa CS ng smart. Pero pagdating sa service, pareho silang ligwak.

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  35. i am a prepaid subscriber of both smart and globe.... when it comes to calls mas like o ang globe kasi never ako napuputol, at mas mahaba unli nila. sa smart naman may unli nga but you cannot consider it as an unli kasi after an hour of continuous call (7mins na putol-putol) hindi ka na ulit makagamit ng unli service nila.

    why am i saying this? both of them have flaws that should be addressed properly.

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  36. I think this is, for the most part, Management problem than the CS staff. They're supposed to train their staff and be so sure that they know what they are doing before they are allowed to deal with customers. Siguro sa sobrang pagtitipid nila, lahat ng issues ituturo sa staff in a short period of time (kasi nga nagtitipid) na nalilito na yung mga tao kaya pag me tumatawag the poor CS staff natataranta din. Yeah, there are big companies who spend a lot of moolah on marketing but stingy on staff training and compensation.

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  37. Grabe naman, kahit na well connected, wala pa din nagawa... Sabagay matagal na problema yan sa globe. Since may connection ka naman kila Mr Zobel, tita Winnie, bakit Hindi mo I-request na bigyan na lang ng new phone daughter mo? Baka you're giving wrong questions kaya you're getting wrong and inconsistent answers... Just my two cents

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  38. I also have my own horror story about Globe.. They charged me 9k plus and demanded that I should pay immediately. I was so shocked kasi hindi naman ako nag roaming or nag avail ng mga services kaya why should they charged me with 9k! I talked to Globe Customer Reps and wala silang maibigay na magandang dahilan so I went to Globe-Trinoma. At first, they directed me to their Customer Hotline, after 2 calls, laging napuputol so I went na sa mga tao dun mismo. I girl explained to me na ung 9k daw was accumulated bills from Feb. 2011- Sept. 2012. Hindi sila nagchacharge sa bills ko so I taught auto debit tapos sasabihin sakin ganun?! I told them na hindi ko naman kasalanan un. It was negligence on their part tapos gusto nila bayaran ko ng isang bagsakan lang? I asked if pwede staggered payment. Nung una pwede tapos dinisconnect na naman nila. I went to Globe-Trinoma again tapos pinrocess nila tapos ngayon disconnected na naman. Hindi pa naman time na icharge nila un s bill ko.. I am supposed to be renewing my plan on Feb. 2013, but because of these incidents, I will definitely NOT renewing it and will bot conduct business with them anymore! A disappointment! Sobra!

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    1. kakaloka! ganyan nangyari sa mom ko. in-enroll niya sa auto debit yung account niya with globe. nagulat kami naka-tanggap pa din kami ng bill the following month! so walang kwenta pala yung ginawa niyang pagfi-fill up ng forms when she opened an account with globe. haaaay! buti na lang natanggap namin mismo yung bill. kung hindi baka naputulan siya tapos magtataka kami kung bakit. may diperensya talaga yata ang communication/transaction with globe and their bank partners.

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  39. DAPAT MAGING EYE OPENER TO SA KONGRESO. SANA MAY MAGING BILL NA POPROTEKTA SA MGA CONSUMERS. NATURINGANG ISA ANG PINAS SA MAY PINAKAMARAMING TXT/CALL CONSUMPTION SA BUONG MUNDO, PERO UBER CHAKA ANG MGA NETWORKS SA BANSANG ITO. I'VE BEEN A GLOBE USER EVERSINCE I HAD MY FIRST PHONE (Grade6), HAD MY GLOBE BROADBAND TOO AND SINCE THEN, PARANG WALA SILANG NAGAWA NA KINATUWA KO.. KAPAG TATAWAG KA SA PESTENG CUST SERVICE NILA, WALANG KWENTA. SUPER HELPLESS ANG MGA FRONTLINERS NILA.. BAGO PA SANA SIMULAN ANG DIVORCE BILL, SANA NAMAN AY MAY MAGING AKSYON ANG GOBYERNO TUNGKOL SA PAGPROTEKTA NG KARAPATAN NG ISANG CONSUMER NG MGA TELECOM... GISING GISING NTC.. --xoxo

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  40. May connection kay Jaza pero di makabili ng bagong phone? This is not an article for consumer protection. Ginamit nya yung article to rant. Had JAZA or Ernest Cu helped her, siguro iba nakasulat dito. Sinong naloko ng Globe? At the end of the day, sino bang kumita? Diba Globe padin? Pera pera lang yan.

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    Replies
    1. Hindi dahil sa hindi xa makabili ng phone pero kundi afford nya to have a line. ikaw ba do you have a line? she is just exercising her right and i think it is better that she have this experience and share it in order to other people/relate to other people with the same experience and escalate the issues to the top management for it to be an eye opener on how their customer service really sucks.

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    2. Shunga kayo mga magcomment! Alam nyo ba ang takbo ng postpaid plans? Ndi sa walang pambili ng phone!

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  41. Let me share my own horror story with Globe.

    I applied for a Globe landline with modem/router. After 2 weeks they finally installed it but the service guy said that there's no modem/router indicated on their work order.

    So, I called Globe Hotline and they said that they can deliver the modem/router right away but there would be another P500 delivery fee. Are you kidding me? It's not my fault, when I applied for it, I constantly reminded them that i want a modem router.

    It went on for over 2 months! They listened to me finally when I literally shouted out my frustration at them and did the AMALAYER thing!

    POOR CUSTOMER SERVICE

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  42. All Mobile Service Providers in the Philippines' Customer and After-Sales Services are wanting and leave much to be desired. Dr. Monsod hit the nail right on its head when she decried the apparent disconnect between these multinationals' marketing pitch and actual performance. Been a loyal Smart and Globe subscriber for a long time (alternately using their prepaid and postpaid programs over the years) and as far as convenience, dependability, and value for money go, neither of them really stand out and deserve our patronage/loyalty. Every single time we avail of their service, we get charged right away (the time it takes them oftentimes rivaling the speed of a thunderbolt) but when we have concerns, complaints regarding service quality, excess charges, or bill refunds we are made fools, turned into lameducks, left without any alternative but helplessly endure being tossed and passed around like balls hoping that despite the long and troublesome wait something good and satisfactory would come out of this for us consumers. If the number of times we are redirected from one agent to another were a game and in this game we are the balls, I'd say we frustrated clients make for a good volley as we never know when their rally match ends and a point is registered.

    ^The same applies to Sun too, which is now a partner of Smart.

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  43. Yeah mahirap nga sa Globe, kelangan talaga kukulitin mo sila just like what i did just to get my iPhone 5. Puro sila promise na magse-send ng email, text or callback within this certain time frame then wala namang mangyayari. Every time that i'm calling them, i'm always asking for a supervisor 'coz i find their agents very incompetent, full of contradiction kasi kada agent na kakausapin mo, iba ang binibigay na info.

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  44. thats why having a postapaid line is far more expensive than prepaid! also, super mahal sa globe compare sa smart! puro advertising lang sila, hindi inaayos yun customer service, and pag nag roaming ka, lagot ka! para kang nahold up sa presyo!

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  45. sus naman para namang mamatay na dahil lang walang phone, inabala pa si mr.ayala este "jaza" pala kasi close sila. Ang daming tao na makakain lang 3 beses sa isang araw masaya na sa buhay nila eh ito parang pinutulan na ng kamay eh. Matitigil ba ang mundo niya kapag hindi dumating yung phone nya?

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    Replies
    1. paying customer ito. walang kinalaman ang mga taong di makakain ng 3 beses sa isang araw sa incompetence ng globe.

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    2. Diba?! Parang katapusan na ng mundo dahil lng hindi ma deliver ang iphone 5 nya hahaha

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    3. Sus makapagcomment ka lang.

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  46. Naku, ganyan talaga yang Globe. At walang sawa magpadala ng promo text. May instruction to text STOP ALL para hindi ka na i-text ulit pero hindi umuubra.

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  47. I was a globe subscriber for so many years. Got fed up with their incompetence. Bought an android phone in cash and got a freedom plan from Smart and so far, I am happy. Last time I called the Smart hotline to inquire, I talked to a very nice CSR. I have moved on from my Globe horror experience because of Smart. P.S. I subscribe to Smart's unlidata plan monthly and I love it! My friends always ask me if they can connect to the internet thru my phone and they too are satisfied.

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  48. What I took from this article was... In the Philippines nothing will happen to you if you don't know the right people... So sad

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    Replies
    1. yes, it's not what you know, it's who you know

      but, in this case, it's still not enough.

      where to go from here?

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  49. blah blah blah..pansinin nyo naman po si mareng winnie kasi meron daw xang koneksyon.so full of herself.

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  50. While I agree with Ms. Monsod's views and sentiments about the poor customer service of these telecom companies and the inaction on the part of the government (I have horror stories of my own to share: I hate Smart for having that stupid credit limit and how they cut you off immediately if you go over and I hate Globe's poor customer service and overcharging, to make a long story short) but I can't help but think that this article, though an eye opener, sound a little whiny to me. Bratty, even. It's not the end of the world if you don't get your iPhone. I mean, if you're after having a phone, any phone with text and call capabilities will do right? To put it bluntly, if you really want to get your precious iPhone, you could just have pulled an 'Amalayer' on the Globe center's employees til you got what you wanted. Harsh truth is, sometimes, you have to pull an 'Amalayer' and scream and get mad and all if you want to see quick results from these people and while waiting for that missing law that has to be passed to fill the void of consumerism here in the Philippines.

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  51. Shared this on my facebook account. Globe CSR (or perhaps even those fom other companies) have problems with their grammar. They give you the runaround and then end you up being promised a feedback.

    Walang nangyayari. I hate Globe!

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  52. Bakit wala paring nangyari kahit si JAZA name yung tinawagan?

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  53. In other countries, their phones get replaced because insurance is part of their plan. If it isn't , they need to buy a phone again (via retailers or the telco).

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  54. While I agree with Ms. Monsod's views and sentiments regarding the telecom companies' poor customer service and the government's inaction to protect the consumers, I can't help but think that this article sounds somewhat whiny to the point of being bratty. Don't get me wrong, I've been with Globe and Smart for the past 13 years and I have my share of horror stories to tell: like how I hate Globe's poor rewards system, poor customer service and overcharging and Smart's credit limit policy that I never got to figure out (they automatically cut you off once you go over...so if you belong to the lower credit limit, you're not allowed to use your phone as much, is that it???). Anyway, back to the whiny part, it's not the end of the world if you don't get your iPhone right? Ok I get the waiting part and the false hopes but if you're really after having a phone, then any phone that has text and call capabilities will do and it doesn't have to be an iPhone right?? And what's up with the 'Jaza' part or whatever the name of the higher-up was??? I don't think this article would have been written if the writer's connections worked to their advantage and the precious iPhone was given on time.

    The harsh truth is, if you really want to see immediate results from these people, you'll have to pull an 'Amalayer' while awaiting for that law that has yet to be passed by Congress for the protection of the consumers.

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  55. Eto ang nakaka inis. The hotline won't direct u to a cust service rep. U have to navigate through their computer operator. Please press 1, please press 3, please press 5. Dapat ang option to talk to a cust representative shd be on the first part.

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  56. Yung samin naman Smart Bro. Ilang beses nang pinupuntahan sa Smart SMF tsaka ilang beses nang tinatawagan, wala pa ding nangyayari. Pinuntahan na ng mga gumagawa, wala pa ding nangyari. Nag ask pa sa tita ko na pabilisin daw nila internet namin pero may bayad na P1500 pero under the table. Buti nalang hindi nagbayad yung tita ko. Tapos yung bill, ganun pa din naman. Nawawalan tuloy ng gana yung tita ko magbayad. Nakakasawa na sila puntahan araw araw. Walang kwenta. Bagal bagal naman ng internet nila (Share lang)

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  57. Pldt too...applied last day of august for landline and internet..was only attended/connected last oct19.a few days later maybe 5days nawala lahat..dial tone, internet connection. Complained many times.i got billed too for the service i wasnt able to avail. Waited for their technical team to arrive. Wla talaga. Then i was requesting for my bill to be adjusted...they can't and that i must pay only then it can be adjusted. Anyway after i paid it was only then somebody came to check and it was ok.. Its so frustrating coZ The whole mpnth of nov wasnt able to use it. And yet i paid for those days...it was only last dec 18that i was able to experience surfing and calling na tuloy2...na ok na talaga. Just imagine the dates..
    Applied last day in august. Got connected oct19 lost connection oct25 dec18 na bumalik.required pa to pay!

    Also with smart..sorry fp i know ur pro smart.. But poor din po customer service nila. Whenbout store was robbed smart lang po ang walang tuloy na naibigay when we reported that our prepaid cards were stolen.
    Other telecommunications provided means ex. Philcom blocled those cards from being activated, globe traced numbers of people who were able to use those cards. Sadly smart did not assist any kind of help.
    These times nagchachappy ang globe ..sometimes napuputol ang usapan..but their customer representativrs are more accomodating than others. When i used to subscribe sa internet and have technical problem,their technical team arrived on my dporsteps the next day. I had to let them go when i went to cebu for a year. When i came back i opted for pldt as i heard mqbilis ang speed ng net nila..but i too among others have horrific or agonizing experience with them

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  58. matagal na akong nag-give up sa Globe hotline. napakatagal to get a hold of a rep and masyadong patronizing (read fake sympathy) ang mga eto na kuno they understand the matter, wa pakels naman. kung hindi mo sila ipepester with your calls and visit sa office, they won't budge. deadma na nga ako pagnawala na naman ang internet because it happens all the time. sa Smart, keri lang so far. in all, parang kasalanan pa natin why we availed of their crappy and lousy service.

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  59. This comment has been removed by the author.

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  60. I sympathize with Tami. I agree Globe is one of the big companies na magaling lang sa marketing pero poor service lalo na kung may problema. Dami sa Internet na horror stories related sa phones at wrong billing nila. Kaya wala akong kabalak-balak mag-postpaid, puro sakit lang ng ulo.

    Tuwing nagkakaproblema ako dati, ang customer service nila via phone calls at Internet chat laging nadidisconnect. Never akong tumawag/nakipagchat sa CSR nila na hindi naputol. Tingin ko sinasadya na yun, pag di na kaya nung kausap mong sagutin yung mga tanong at reklamo mo, putol na, para maipasa ka sa iba at yun na ang "mamroblema" sa yo. Kasi kung aksidente lang yung pagkaputol, ibig sabihin walang kwenta ang infrastructure ng Globe. tapos pag tumawag ka, uulitin mo na naman lahat ng sinabi mo, nakakapag-init talaga ng ulo.

    di lang Globe may ganyang problema, kahit PLDT ganyan din.

    kung yung mayayaman at may koneksyon gaya ni Ms. Monsod, nabibiktima, pano pa yung mga ordinaryong tao gaya natin?

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  61. hay naku, ano na kaya nangyari jan sa globe? I was a globe subscriber for many years until recently I gave up. Walang signal sa loob ng bahay namin, kelangan ko pa lumabas ng bahay para makatawag/text. And if you call for customer service, you can't even get a decent answer. My friends have been switching to Smart recently also.

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  62. Had a similar terrible experience from Globe while getting my iphone5. Here are some of the points i learned from experience:
    1) You cannot take an agent's word as truth. Unfortunately, you have to assume that they are incompetent (because some of them truly are) and you have to verify with a follow-up call if they truly adjusted/changed/reserved anything for you.
    2) Not because you spelled out your name or email means they got it right. Ask them to repeat what you said so you can verify their data.
    3) If unsatisfied with the answer of the agent, demand for a supervisor. List all the names of the agents/supervisors you talked to and explain that you will complain about their bad customet service.

    This worked for me. The event that they said was not possible was resolved in 4hours.

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  63. papatunay lang na may balance pa rin sa Pilipinas, meaning kahit si Jaime Zobel pa yang tawagan mo, you still get that shitty customer service para sa rich and poor!

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  64. Hello din sa skycable, pacheck nyo yung third party na naglalagay ng cable sa bahay bahay. madalas sila yung nag-aalok ng illegal connection for a fee.

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  65. Ooh. I didn't get my iPhone 5. Huhuhuhuhuhu. #firstworldproblems

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  66. I can relate. Last year, globe gave me free bbcurve to renew my contract. As early as June, scroll key is already malfunctioning. It is scrolling by itself. I just ignored it since i can still work my way around it. Come November, scroll key is no longer working which render the phone useless except for calling and taking calls. I visited their store in greenbelt and they fixed (so i thought) my phone in one day. After a couple of weeks the scroll key is not functioning again. I had no choice but to bring it back to their store. This time around, i brought it to Globe in Robinson Manila since its nearest to our house. I told them my predicament with the phone. They took it and gave it back after a couple of hours. They assured me its now working fine. It was working fine until I got home that same day when It was back to not working again. One can just imagine my frustration. I showed my frustration on my third visit. They took the phone and told me it will take 3 months to have it fixed and that they dont have a loaner phone to replace it temporarily. Good thing i still have my old china phone that i can use while i wait for 3 months to have them fix my phone. I am hating globe right now.

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  67. Ang pangit talaga service ng Globe. Nag apply ako ng line sa Globe ng Feb 2012 pero pahirapan. Inadvertise na nila kasi yung 4s nun pero hindi naman maibigay bigay sa mga gusto kumuha kasi out of stock, first come first serve etc. Sobrang daming kukuha ng bagong iphone nung January. Umaabot ng 20 plus yung pila kaya nagdecide na ako na Feb na lang. 5 hours bago ko makuha phone ko! 6 lang ang nauna sa akin! Hindi pa iphone kinukuha ko. Blackberry pa. Tapos nung lumabas bill ko, chnarge ako ng excess of 2k++! E ang bill ko 800 lang. Syempre hindi ako nagbayad. Binayaran ko lang 800 tapos nagreklamo ako. 2 months bago naayos yung bill ko. Kamusta naman. Pangit pa yung 3G ng Globe. Ang bagal! tapos frequent pa na nagloloko! Kung kailan mo kailangan ng 3G, doon pa masisira. Medyo mas mura nga ang Globe pero ang service mo naman pangit. Kung hindi lang ako nakatali sa Globe ng 2 years, matagal na akong naka Smart e. Hassle yang Globe na yan.

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  68. actually, wala atang perfect na service provider dito sa 'Pinas. Ang problema kasi is they go all out sa marketing nila, but they neglect other aspects of their organization, like CSR, after-sales services.

    Smart (of which I have been a subscriber for almost 10 years now) used to have a very bad CSR din, pero recently, noticeable tlaga ang improvement nila.

    I feel for Ms. Monsod and her daughter. And I don't see any connection how their experience with globe have anything to do with people who can barely eat 3 meals a day, or she being "the Winnie Monsod" hence she can call Mr. Ayala anytime. It's just the way life is. Sabihin nyo sa akin, sinong tao ba ang hindi hihingi ng tulong sa "tamang" tao if he/she has the means to get help that way? Wag sanang judgmental sa ganung paraan. Whether we want to admit it or not, a mobile phone is a necessity these days for majority of the Pinoys, kahit di yan iPhone or any other high-end units, halos lahat ng tao may hawak ng mobile phone ngayon.

    Sana lang, this serves as an eye-opener for Globe to really improve on their service. And for Smart to keep on improving.

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    Replies
    1. One of the few sensible comments so far...

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    2. yeah, very sensible indeed...

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  69. I have been a Globe prepaid user for the past 10 years, and a Smart prepaid user for the past 2 years. I attempted to have a Globe postpaid plan for a time, but sad to say, it was a big mistake for me to have gotten one. Horrendous padding of bills was the major head-ache I got. So, I had it terminated. It is much better and more practical to maintain a prepaid number.Less hassles, less expenses and less problems. Status symbol lang naman ang postpaid. My present internet connection is SmartBro, and so far, I haven't had any major problems, except for occasional intermittent connection, but this doesnt happen often. And the service is pretty good, and the connection is pretty fast. - Jared

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  70. had the same experience, all I can say is... GO MARENG WINNIE! 3 months of waiting for a mobile phone is NOT A GOOD CUSTOMER SERVICE. I had to message them in social networking sites just to get their attention, but sadly... it didn't work, it still took me 3 months to get my S3 cum Galaxy Note 2 (I waited too long that they changed their package from S3 to Galaxy Note 2 at the same price). Kamusta naman diba?

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  71. FP didnt post my comments. Cant get any more partial than that.

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  72. I want to share this experience as an almost 4 year Globe subscriber:

    1. Customer Service Agents - yes most of them are incompetent.. but not all..

    2. Getting the unit upon renewal of contract- i havent experience any problem even if sa province pa ako (pero sa mismong center ako nagpunta i guess kaya mas mabilis)

    3. Billing - eto madalas magkaproblema sila dahil kapag hindi mo nichek isa isa billing details mo may mga nadodoble na charge from previous bill. But then napapagusapan naman ng maayos yun nga lang it takes time to adjust pero inaadjust naman nila. maaaring nakakaabala at nakakainis ang pagfollowup lagi pero and technique dun magwala ka agad pag twice or thrice na d naayos aun for sure in less than 24hrs ayos na agad kahit simpleng mamamayan ka lang.

    4. Problem sa unit. signal.. etc.. - if di ka makakuha ng matinong sagot sa agent there is google.. or if you know someone na maalam sa troubleshooting sa phone sa kanila kna direct ng tanong kasi wla tlga maayos sagot mga agent.. minsan kasi pwede naman natin analyze din problema natin sa unit/sim.network etc if same problem exists over and over again..

    5. Overall customer service rate.. hmmm 4/10...

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  73. Isa lang masasabi ko sa Globe, feeling matatalino yung mga tao niyo lalo na sa customer service mapa-outlet or hotline. Puro pagmamagaling walang ACTION. Doon kayo nagkukulang, puro pangako, paghihintayin, ang ending NGA-NGA!!! Yan ang naranasan namin sa frequent disconnection ng Globe broadband line namin. We then opted to cut the subscription and transfer na lang sa iba, NA PALPAL DIN PALA. Wala na bang matino ngayon? SERIOUSLY?

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  74. I've been with globe for almost 10 years and I never had MAJOR problems with them. In terms of their hotline naman, mabilis naman sila sumagot at ok naman mga nakakausap ko - maybe because naka Business Subscription ako? I'm not sure. Pero my friends who are on the Consumer type subscription also have the same issues. I use other providers for broadband service and my issues din once in a while.

    Bottom line is: no cell service provider is perfect.

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  75. i asked for a refund for something i didnt use/consume and asked that even the tax applied to it should be refunded. di raw pwede dahl sa kakaiba nilang reasoning. tsk.

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  76. Malabo talaga ang customer service ng Globe sa experience ko. Lahat naman ng major telco dito sa Pinas, may problema talaga sa customer service. Medyo nakakatawa kasi international call center hub daw tayo pero pagdating sa local service, waklas pa rin.

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  77. Haven't had major problems with SMART.

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  78. hay naku dapat kasi tinitrain nila ng maayos yung customer reps nila, isang malaking cc company sa makati may hawak niang globe service na yan.. along buendia and ayala ave.

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