Thursday, April 18, 2013

How Globe Screwed Up Its PR Mileage by Spending Almost Half A Million Pesos Just to Force Smart to Make Money Off It


Source: www.asmartrock.wordpress.com

One of the telecommunications company in the world, Globe Telecom Philippines, has consistently fouled up its PR nightmares by mismanaging its, well, communications.

First, it wasn’t too long ago when Globe got entangled with the wit of Professor Solita Monsod, an eminent UP Professor, economist, and media personality when Prof. Monsod wrote a scathing column against the customer service of Globe.

After several days of silence, Globe finally responded with its own version of the truth via its Communications Director, using words and phrases like:
We regret that there may have been several unavoidable circumstances and a convergence of many factors that led to the delayed resolution of their concerns.
Convergence of many factors?

I’m sure the mass-based readers and followers of Prof. Monsod got that message right.

But at least that reply is certainly more Einstein than the recent snafu of Globe yet again. Globe decided to run a promotional campaign focusing on a foreign artist, which it has done so in the past. So far, so good.
Never mind the continued complaint of both prepaid and postpaid Globe subscribers regarding its terrible network coverage. As long as they’re putting up promotional concerts, they think, they’re good.

And after patting themselves on their collective backs, they decided to up themselves by sponsoring a concert junket for their lucky subscriber to an Alicia Keys concert in Madison Square Garden, New York City

Now this definitely takes the cake.

Prepaid users are targeted for this campaign: Two (2) Round-trip tickets to New York City, Two (2) Front Row (18th row) Seats to Alicia Keys’ concert, and Hotel Accommodation in New York for Two (2).

Imagine that.

They’re now aggressively promoting a high-end event to a very low-end market. But to add serious hilarity on the entire campaign, they raffled off the tickets to the winning recipient of Globe calls. The first winner did not pick up the phone. So did the second. And the third. And the fourth. Until the fifth finally received the call.

We have a winner. So far, so good. Unfortunately, the winner had neither a passport nor a US Visa, two important elements required for anyone to visit the United States of America to watch an Alicia Keys’ concert. But as a consolation, Globe did say that the prizes were transferable. And transfer the winner did.

The recipient of the winning junket got the prize and took the opportunity to fly out to New York. According to sources, Globe did not even bother to ascertain if the “new winners” are Globe subscribers as well. After all, you wouldn’t want to spend so much money on a contest where the winners are not even your subscribers and, worse, belong to your competitors.

Thankfully, however, the two had Globe lines and even requested that their international roaming services be opened and extended. Globe informed them that they should do this in writing with the specific approval of the president of the company to which they belong. This, they did.

But further to advancing to the missed opportunities of Globe, they also failed to take this rare photo-op of sending off their “winners” to the States, pronouncing to the entire country how much they value their subscribers.

By the time the two winners arrived in New York who, in a way, have become Globe’s Brand Ambassadors, get this: the international roaming service of Globe was not working.

The two sent another letter to Globe requesting to activate their roaming services, twice, to no avail. So not only did Globe miss out on a great PR opportunity, they also missed out on sales, in terms of recovering the investments they’ve made on the contest and, at the very least, from the two they sent out to space.

Meanwhile, the two were using the SMART Phone international roaming services and have already racked up Php 12,000, EACH.

In other words, SMART had a free ride on Globe’s contest and made money off it.

Now isn’t that pretty SMART?

92 comments:

  1. Hahaha! Grabe! Hate talaga ni FP ang Globe, haha! Well, it's not surprising given Globe's sucky service and poor PR.

    ReplyDelete
    Replies
    1. Sucky talaga! Pati nasa customer care. Antipaks.

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    2. Dati ang ganda ng serbisyo ng Globe. Ngayon, anyare?

      Delete
  2. This was a good read Sir Mike. Good thing I really understood the basic of Marketing from your class before.

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  3. Wow, the source must be very privy to Globe's operations since he/she was able to accurately narrate how Globe chose the winners.

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  4. haaaaaaay globe...

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  5. Why call the winners "hillbillies"? Very uncalled for,

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    Replies
    1. Did you read the article? Then you would have known and read the source at the bottom. Definitely, it's NOT FP!!

      Delete
    2. She didn't say that FP wrote the article, she was just asking why call them hillbillies? Now read her comment again!

      Delete
    3. may sinabing si FP ang nagcall ng hillbillies? Actually, di dapat na tinawag na ganun ung mga winners if they are that naive, nakakadegrade masyado ng katauhan

      Delete
  6. Globe has always been a poor SECOND to Smart. Ask those in the provinces what subscriber they use because of best (and sometimes only) signal. Its always SMArt. No amount of PR will change that unless they work on good network signal.

    ReplyDelete
    Replies
    1. Contrary to that, malakas ang signal ng globe here in northern mindanao.even in camiguin island. :)

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    2. Sad to say, not all provinces. here in our province sa region 3,mga globe subscribers.. Super bilis ng internet ng globe dito simula nung nag upgrade sila at lapit lang din nasi ng tower nila dito sa house namin. i am using globe tattoo broadband and ok naman ung internet connection. Ung smart naman, may smart bro kami pero poor connection, same with sun.. Edge sila pareho while globe is HSDPA/3.5G when it comes to tattoo.. So siguro base din sa location un.. Ok din ung call and text dito and believe me, i dont know anyone in here na may smart.. Either globe/tm lang tlg.. Pero i agree na sa cities, smart tlg ang panalo.

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    3. 9:24 Really te? Gaano kalapit ang tower? You do know na masama ang sobrang lakas ng radiation na ini-emit ng cell towers.

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    4. Radiation? Honey please go back to school.

      Delete
  7. Anon 12:45 AM

    That's true. Napaka-deregatory nung hillbillies na term. Same as redneck. When you use those terminologies, it's the same as looking down on them. but, what do we know. maybe, FP really meant to look down on those 2 winners. well, well, well...

    ReplyDelete
    Replies
    1. Read the entire article, find out that this article is not written by FP. The source is at the end of this article.

      Delete
  8. Haay. Basta ako, I'm a happy Globe user. :P

    ReplyDelete
    Replies
    1. Same here!

      -A

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    2. Same here. I am happy with Globe.

      Delete
    3. I am happy also with Globe. But I'm happier with Smart

      Delete
  9. FP, is it really necessary to name call the recipients as "hillbillies"? Can't you just write an objective article without resorting to name calling?

    ReplyDelete
    Replies
    1. Can you please read the entire article and look at the bottom to find out that this article is not written by FP, but copy pasted. The source is at the end of this article.

      Delete
    2. Nyahahah!!! Pahiya

      Delete
    3. Belat! Read before you preach! Okay?!

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    4. shunga lang, nagmamagaling kasi...

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    5. Nakakahiya ang iba. Hindi nagbabasa. What a shame to the Filipino learned population, hahaha!

      Delete
    6. If you read between the lines, you'll notice that the writer knew the 2 hillbillies...chances are the 2 hillbillies relayed the experience and information to the writer - first hand.

      Palagay ko magkakaibigan yan...

      Delete
  10. Totoong may problem ang globe sa international roaming at wala ring kwenta customer service nila. Somebody i know e nagpunta abroad tapos within a few weeks nawala bigla international roaming nya kahit hindi pa dapat. Tinawagan nya yung customer service ng globe at suggest ng globe representative na isend nya daw sim card nya back to Pinas para maayos nila problema. SHUNGA lang di ba?! Super imbey tuloy sya at kumuha na lng ng ibang service provider.

    ReplyDelete
    Replies
    1. Ang hubby q seaman, europe ang route ng cruise ship.kahit saan sila dumadaong never kami nagkaproblema sa globe roaming.

      Delete
  11. I've never had a problem with Globe. Kung sobrang lala ng service nila edi sana lahat lumipat na sa Smart. Ang connotation din ng Smart is for puritas.

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    Replies
    1. Excuse me i beg to disagree.

      Delete
    2. ... So pag naka globe ka mayan at soshal ka? Ganun ba un? Pati ba naman cellular line na gamit mo is an impression of your status in life??

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    3. Puritas? E kaya nga hindi maka-text yung Globe users sa Smart kasi naka-Unli sila at ayaw mabawasan yung minimum load requirement nila. Hahahaha!

      Sa inyo na yang Globe signal nyo. Kung meron. Nyahahaha

      Delete
    4. Whose connotation te? For us, Smart is very sosyal, hahaha! Have fun fiddling with your iPhones pero waley naman signal. Sa Smart kasi, may iPhone na, may signal pa! Hahaha!

      Delete
    5. mas mahal kaya ang line ng smart compare to globe.
      so kung sosyalan ang labanan taob ang globe dito. tingnan nyo mga post paid plan rates nun g dalawa.

      kaya nga di ko gets bakit sinasabing ang smart eh pang masa.

      anyway, globe, sun and smart user naman ako anu pa bang problema ko? heheheh maka-comment lang

      Delete
  12. Basta ako Globe! Don sa hometown ko, lahat naka Smart kaya solong-solo ko ag Gloe 3g teh! Ang bilis, parang LTE lang!!! Hahaha

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  13. Laki naman ng galit sa globe nung gumawa nga article at may name calling pang nalalaman. I am both a globe and smart subscriber but I would choose globe anytime of the week kasi kumakain ng load ang smart at cheaper tumawag internationally sa smart at yung parents ko sa abroad cheaper sa kanila tumawag sa globe cel ko. Another thing that I like is kapag nagdownload ako at di successful ang DL eh isang tawag lang sa customer service balik agad load ko. Ang internet connection ko smart for like 5 years, nung una I'm so happy with them but the service went downfall pabagal ng pabagal at kadalasan walang connection so pinaputol ko na lang. Yun lang po. Please don't hate.

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  14. before i went here in italy last year, i bought a globe prepaid SIM and loaded it with 2,500php. 3 days before my dept date, inactivate ko na yung roaming. I kept requesting but then i got no reply. Then on my day of departing, wala pa din. Hindi pa din naactivate yung sim ko, good thing i brought with me my smart sim na halos 6-8mos ko ata di nagamit. Nagload ako and nag activate after several mins ok na. Grabe sayang yun pinaload ko sa globe ko nun.

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  15. Same with me and my hubby.six years na kaming globe postpaid subscribers

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  16. I think may mga lugar talaga na mas ok ang signal ng globe than smart and vice versa.

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  17. i have no problem with Globe either

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  18. May problem talaga ang roaming service nila. My sister-in-law went to HK last month and she activated the roaming service thru text.There was a confirmation after. It says there that the roaming service will be activated once she arrives in the said country. E nung dumating siya ng HK hindi nag-automatic roaming, kaya pinatawag niya pa ako sa globe. sabi sa akin on and off lang yung phone then observe lang within 48 hrs. E 3 days lang naman yung hipag ko dun, ang nangyari pauwi na siya dito saka nag-activate yung roaming niya. Kakaloka!

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  19. inookray ng mga social climber dito sa amin dati ang smart dahil mga chimay type or probinsyana type lang daw gumagamit ng smart. Oh well, who's laughing now? Hahahaha buti nga't delayed lagi messages nila. So far ako wala pang problem sa smart, may signal kahit saan. Banas lang ako sa smart center, ang babagal kumilos parang government agency.

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    Replies
    1. Dati globe ako. Ok nmn noon. Wala dn ako naging prob nung ngparoaming ako s US. Ayaw ko dati s smart kasi nangangain ng load. Ayaw ko dn s sun noon kasi mahina ang signal. Pero ngyn, sun na lng gamit ko. D ko akalain na mas malakas p signal kesa globe. Affordable pa ang mga plans :) keep up the good work sun. Fir globe, please level up. Un bestfriend ko globe, sabi nya un sun ko ang may prob kasi lagi late text nya. E un isang katext nya kapwa globe delayed dn mga messages nya. Alam n sino b ang may prob. Hehe... Just sharing

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  20. It's sad to hear stories such as this.

    I have been a Globe subscriber for 15 years now and I'm happy with the network.

    ReplyDelete
    Replies
    1. ako 13 years na, and counting, sa globe and im happy din.

      Delete
    2. Since gradeschool ako, that's like 15 years ago,nakaGlobe na ako and friends ko. Medyo masa kasi Smart...

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    3. Me too, around 10 years na ako with Globe. I've been based in Rizal and now in Laguna, never had a problem with connection and delayed messages.

      Delete
    4. check mo post paid paln rates ng smart at globe iha, nang malaman mo kung sino tunay na MASA

      Delete
    5. di lang pala kailangang reliable at affordable ang network, dapat pala sushal din. who knew??

      Delete
  21. I used Globe before until I needed to travel to Singapore. I had to to do paperwork whereas in Smart I only needed to text to activate roaming.

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    Replies
    1. really? parang wala akong na-encounter na problem with globe when activating the roaming facility. automatic sya pag dating sa ibang bansa.

      Delete
    2. Am a postpaid subscriber traveling back and forth to malaysia - singapore sometimes and Hk. Never had a problem with roaming activation. Ni wala nga ako dapat gawin kusa na lang nag ro roam yun sim ko no need to txt anything mas lalo na ang paperwok that you're telling

      Delete
  22. I am a globe user, and i will never switch to other networks. Wala ako kilala na naka smart. All my family, friends,workmates and clients use globe. Baka kaya daw "better" ang service ng smart is because puro taga probinsya lng na prepaid ang gumagamit, tapos puro text lang kaya hindi congested ang linya nila

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    Replies
    1. woah woah woah.. Globe din dito sa province namin and same here, i dont know anyone using smart.pati roaming ng tito tita ko, globe.

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    2. Onga eh. Kasi ako yung lola ko, nagswitch to Globe nung nagUS siya the 2nd time around this year kasi di gumagana Smart roaming doon.

      Delete
    3. Anon - 9:28AM

      Mejo bobo ang reasoning mo at mga kakilala mo ng kaya better ang smart kasi puro taga-probinsya na prepaid.

      Globe 1st captured the MM Market, while Smart pushed the Regional Market and then vice versa. However, it doesn't mean na prepaid lang sila daw probinsya. Very Manilenyo concept na because sa MM, feeling mas mayaman at better off. Heller!

      It's good that Globe is working for you. Kanya, kanya.





      Delete
  23. Most of high end users are globe users, even pres pinoy is a globe subs and even smart endorsers have globe sims I know that for a fact

    ReplyDelete
    Replies
    1. "President PNoy is a Globe subscriber" dapat.

      Next time, 9:36, bago ka mang-okray, siguraduhin mo muna alam mo ang difference ng plural/singular form tsaka S-V agreement ha?

      - Sosyal na Smart subscriber

      Delete
    2. huh? wala namang mali sa "subs" ah. pinutol nya lang yung SUBScriber. wag masyadomg social climber 11:41

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    3. Anon 3:25PM

      he/she wrote it as subs which if pinutol sya, then it means subscribers. mali nga. tama si Anon 11:41am.

      Delete
  24. Not happy with Globe's customer service at all. Terrible! I had a trip abroad. Roaming charges are expensive so there's a possibility that I will exceed my credit limit. I requested to increase my credit limit and submitted the necessary paper work a week before my trip. I've come back from my trip and still no response from them even if I was assured that it will only take three working days.

    ReplyDelete
  25. Parang walang connect title sa story. Labo naman nagsulat!

    ReplyDelete
    Replies
    1. paki basa nang dahan-dahan, mga 3 ulit. baka ma-gets mo na.

      Delete
  26. I'm a Smart subscriber. But seriously walang signal ang Smart sa room ko. And I live in the city at hindi sa kung saan mang bundok. May dalawa akong phone and yung isa dual sim so alam ko talaga kung anong gumaganang network sa room ko. Yung Sun pati Globe lang ang meroon sa room ko... yung Smart pawala-wala...

    ReplyDelete
    Replies
    1. ang problem sa globe is roaming... sa smart naman rooming? jowkness!!! :D

      Delete
  27. I have two lines, globe and smart pero mas ok ang service, promos at signal ng GLOBE! #truth

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  28. I have been a Globe subscriber since 1999. I don't plan to switch networks at all. Perhaps there is a different procedure to activate roaming with prepaid subscribers, but for postpaid, roaming is automatic. When you get to your destination abroad, your phone selects the network Globe has partnered with in that country.

    I tried having Sun and Smart lines as well. But I eventually discontinued them because all my contacts are Globe subscribers.

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  29. Whatever you say Smart. I love Globe.

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  30. i find it surprising that there are comments saying globe is for sosy peeps & smart is pang poor...where did that come from? and how can that determine your financial status? super bobs lang

    both globe & smart have really bad service (signal) & bad customer service (susuko ka if you want them to act on any of your complaints), let's just hope & pray that one day a new telco company enters the market w/ can meet these BASIC customer requirements, instead of puro gastos lang sa PR at ads na puro kasinungalingan

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    Replies
    1. In a nation of 100 million, we only have 2 telco operators.

      That's the saddest part.

      Delete
    2. I agree. These two telcos have unfortunately monopolized the industry. Because of that, customer service has degraded over the years.

      Delete
  31. I know these people who went to the concert. The girl works for Smart but has a Globe line. This story is biased,obviously.

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    Replies
    1. There was no girl. The two hillbillies were guys.

      If you know them, they don't know you.

      Delete
  32. In metro manila, malakas talaga ang signal ng smart. Pero in provincial areas, may problem talaga. Kaya mas marami ang globe/tm users in provinces kaysa smart. Dati akong smart subs, pero lumipat ako sa globe bcoz of signal problems.

    For me, I don't think so na may problema kung gagastos ang globe ng malaki para sa mga subscribers nila. Kung ikaw fp, masaya ka sa Smart mo dahil malakas at maganda ang signal, ako naman ay mas gusto ko ang globe. .

    Sana wag nang bigyan ng issue ang promo na yan ng globe, dahil para naman yan sa mga subscribers nila.

    For sure ganyan din ang smart, may contented sa serbisyo nila at ang iba naman ay hindi.

    ReplyDelete
  33. Ano ba naman to??!!

    Ang globe lang ba talaga ang may problem sa signal?? Kahit naman ang smart may problem din naman.. mas malakas pa nga ang signal ng globe ko, kaysa smart at minsan wala talaga.

    Kung sa metro manila malakas ang signal ng smart, pero sa provinces mas maganda at malakas ang signal ng globe.

    I'm a smart user din, kaya lang mas gusto ko ang globe. Mas may signal talaga compared to smart na minsan ay wala talaga. I'm just being honest fp..

    ReplyDelete
  34. Smart user ako dati pero lumipat ako sa globe dahil walang signal. Problema talaga ang signal ng smart dito sa amin, at lahat ng kakilala ko ay globe users na rin.. Mas malakas kasi ang signal ng globe dito..

    Opinyon ko lang, hindi naman ibig sabihin na mas maganda ang signal ng smart in metro manila ay ganyan din sa ibang areas. At hindi naman dahil pangit ang signal ng globe sa metro manila ay pangit na rin nationwide.

    May problema din naman talaga sa signal ang dalawang kompanya.

    ReplyDelete
  35. stupid ng Globe forever

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  36. ganon din sa akin, ang sabi eh maaactivate lang daw ang roaming ko pag nakarating na ako sa destination ko... pero sa stay ko ng 1 month sa Germany, wala talagang nangyari.. kaya pagbalik ko dito, tinawagan ko ang Globe para magparefund sa na expire kung load.... at first ayaw nila kasi daw eh expiration naman ang dahilan ng pagkawala ng load..pero ini.insist ko talaga na kasalanan nila un kasi eh hindi nila inactivate roaming ko... kaya nirefund sa akin half of the total amount na lang. - Globe wimax user for 3 years

    ReplyDelete
  37. I've been a globe user since 2000... never switched to smart or sun... never had any problems at all...

    ReplyDelete
    Replies
    1. Same here. Since 1999 naman ako. I started as a prepaid subscriber, used the same number for 9 years hanggang nanakaw phone ko :( Now i'm a postpaid subscriber and i'm happy naman.

      Delete
  38. I was a globe user before i left for the states... it kept deactivating even if I had a maintaining balance. mom had to keep going to the globe cust service store to reactivate it. I finally gave up after 5yrs of having to maintain 100p worth of credits and sim must be used within a month or else it will be deactivated again.

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  39. I guess most of the Globe subscribers who are complaining about their roaming service are PREPAID subscribers. lol

    Roaming is better if you are a Postpaid subscriber.

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  40. f**k globe to the HEAVENS!!!! 

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  41. Wow.. globe just really want to be consistent on their service...CONSISTENTLY TERRIBLE

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  42. Nakakainis din yung website nila..hindi updated yung bill, samantalang dati ok naman. Tapos hindi rin nagre-reflect na nagbayad na ako. Nakalagay na may balance parin ako na hindi nababayaran. I sent them 3 e-mails pero walang sagot. I called their customer service line pero antagal ng wait time. almost 1 hour, wala akong nakausap na representative. kainis! :(

    ReplyDelete
  43. Last March 2013 my globe post paid plan expired and i renewed for another 2 years and i availed of the cash rebates instead of a new celfone unit. It already 6 months and 3 calls to customer service later and i have yet to receive a single rebate on my bill. I was a globe user for many years and because of this incident i will be moving to smart because of their very inefficient service.

    ReplyDelete
  44. After completing my 2 year contract with globe last March 2013, i opted renew for another 24 months and get the cash rebate instead of a new celfone. Unfortunately 6 months later and 3 calls to customer service i have yet to receive a single rebate on my monthly bill. all i get is "im very sorry sir for your situation blah blah blah". Im moving to smart to hell with them

    ReplyDelete