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Wednesday, May 8, 2013

Letter from a Reader: Why It Fails

Image courtesy of www.wsuent.wordpress.com

Dear FP,

I am writing to vent out my frustration with one of the telecommunications company in the Philippines. I've been a postpaid subscriber for more than two years now, and I was informed that I am already entitled of their loyalty reward. 

Upon hearing the options (free handset, monthly rebate, and the like), of course I felt excited. I've been meaning to change my handset since time immemorial, and an offer as tempting as that is actually hard to refuse. Last April 13, I told one of the representatives of JT's loyalty department that I will upgrade my plan 599 to plan 999, and I will avail of Samsung S III mini with color mint blue. I was promised that I will get the confirmation within 24 hours that my plan was already upgraded, and that I will have to wait for 48 hours to receive the re-contracting form through my email address. I was also given an option on how to claim the handset: By delivery or pick up. I chose it to be delivered since it will only take five (5) working days instead of picking it up which will take six (6) working days. When everything was finalized, we ended the conversation with the expectation that nothing would go wrong.

Came Sunday, I didn't receive any confirmation. But I gave them the benefit of the doubt and waited. So Monday came, then Tuesday, then Wednesday... And no confirmation nor re-contracting form was sent to me. I was growing impatient, to be honest.

I decided to ask their representatives on Twitter. I kept on asking them since Monday, April 15, but they could not even give me an assurance that they were doing everything to address my concern. I was also asked for the reference number but I could not provide since I wasn't given any by the representative. They promised that they would escalate my concern. I knew I couldn't do anything, so I just decided to wait.

Tuesday, I asked again why the form was not sent. Wednesday, I asked again if I would receive the phone, April 19. I was not given an assurance. 

Thursday came... still no decent response from them, I decided to call their hotline at around 11 AM. During the conversation, I asked if my plan was upgraded, and I was shocked upon learning that it was already upgraded last April 13 yet! Of course, I felt like I was being deceived and lied to. I asked why I didn't get a confirmation message, and she answered (not the exact words, but let's just settle with this): "Ay sir, automatic na po kasi yun." I didn't want to argue anymore, so I just decided to get the reference number, since I was not given any by the person who called me last April 13. Finally having the reference number, I ended the conversation.

I then decided to ask @SpeaktoJT on twitter to confirm whether or not the reference number given to me was true and correct. "YES," the representive replied and asked for the number, but after giving it, alas! I didn't get any more response. I kept on tweeting: "Feedback, please?" But it all fell on deaf ears. I would understand if @SpeaktoJT was not responding to other tweets, but I was infuriated when I saw that my concern was the one not given any attention. In the end, I vented out all my frustration using my Twitter account.

At around 7 PM, I called their hotline again, and waited for more or less 10 minutes before somebody answered. I told the person that I was so frustrated with the way their representatives handled their customers concern. I also asked her why I still haven't received the re-contracting form. So she told me that she would send another one. And I got it in 2 minutes! See? If sending that form would take so quick, why did they have to make me wait for so many days? I felt like they were just making a fool out of me! I also asked her why I didn't receive any confirmation message regarding the upgrade of my plan, and I was informed that my plan was PROCESSED but it was NOT CLOSED. So that means that I was still using my plan 599. 

I was also told that the handset should have been delivered that day, April 18. I asked if I would get it on Friday, April 19. the representative couldn't promise me anything so I asked her to transfer me to their Account Specialist since I needed to have my plan upgraded. I talked and was promised that I would receive the confirmation within 24 to 48 hours.

Friday afternoon came. I called my Mom at home to ask if she already received the handset, but she told me that she waited to no avail. I was really furious and tweeted again, I got one of their promises again to "escalate" my concern.

Earlier this morning, the person who called me last April 13 called again and apologized for the delay. I was informed that I would have to wait for five (5) more working days for the handset to be delivered. That news shocked the hell out of me. I asked her why do I have to wait for another five working days, and I was told that they have to reprocess my application. I asked her if it can be delivered this coming Monday since I already waited for five freaking working days already. The answer was in the negative. I was once again promised that the handset would be delivered on April 26. I couldn't do anything about it. I wanted to shout, but I know it wouldn't amount to anything. I told her that the handset better be delivered this coming April 26 because I was already growing tired of all their delays.

FP, this has been the MOST FRUSTRATING experience I ever had with JT. Their JT slogan is such a misleading statement, based on what I experienced, it seems as if they don't really care at all! They didn't even consider my being  a LOYAL CUSTOMER! I thought customers like us are given preferential attention for sticking it out with them for years. I was really frustrated with the way their people handled our concerns. No wonder people kept on changing networks! What they only deliver are  empty promises, and making their subscribers resign in frustration!

I am not writing to bash them, nor because I want their reputation damaged. I am writing because I want to share how I  experienced their VERY POOR SERVICE. It would have been okay if they did not give me an exact date or time. Or if only the handset was delivered on time, then it could have compensated my frustration. But that was not so. 

I know that this is not an isolated case. I know that I am not the only victim. But I want to let it out because I want people to know that they are not alone. Or maybe I want JT to see this and act on their poor, frustrating service. They are a big company, and they should know better than to treat not only their ordinary customers, but also their loyal ones this way. 

I do hope that this letter gets published, because it's the only thing that can make me feel better right now. I know many people can relate with this experience. I know I am not the only one. And I am hoping that my voice, though little or insignificant to some, may be heard by those concerned people.

Thank You!

FP, this is your loyal reader and JT's disappointed customer, signing out.

Please abide by the GUIDELINES in writing comments if you want them to be posted. Initials and comments that are too explicit will not be accepted.

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Disclaimer: The comments of the readers do not reflect the views and opinions of Fashion PULIS. 

103 comments:

  1. Si Sphere na naman itetch!

    ReplyDelete
    Replies
    1. Ang haba, di ko na binasa!
      Dear loyal reader ni FP, di to fansite para magsulat ng nobela mo! We all know how incompetent Sphere is when it comes to its services. Dun ka sa DTI magreklamo!

      Delete
    2. Dear Anonymous May 8, 2013 at 1:38 AM, kawawa ka naman di ka marunong magbasa ng mahahabang prose.

      Delete
    3. 4:02 I only read what interests me. For everything else, there's skimming. Eat your heart out!

      Delete
    4. Dear Anonymous May 8, 2013 at 1:38 AM

      First of all walang policy yung owner/moderator ng FP na nagbabawal magpost ng telco-based article

      Pangalawa, this is the Internet and this is Fashion Pulis. Maraming nagbabasa dito at isa ito sa mga top blogs sa Republika ng Pilipinas.

      Pangatlo, you don't do that to the letter sender. Alam niya na maraming makakabasa nito lalo na yung mga taga-telco na binabanggit dyan sa article kaya wala kang karapatan na pigilan siya. SMH! Kakajirits ka

      Delete
    5. Dear Anonymous May 8, 2013 at 10:11 AM
      I can comment whatever I want and you can't stop me.

      Delete
    6. but i can stop you, you cant do anything! I am thor. Haha.

      -juray

      Delete
    7. @anon 843- This isnt ur blog so you cannot stop fp on things that he wants to post. go and create ur own blog so u can post whatever you like. echosa ka.

      iritableng bakla

      Delete
    8. Anonymus 8:43 pm you can comment whatever you want right, but that clearly shows how insensitive and incosiderate you are. Go back to school.. Or rather finishing school.. Bumagsak ka yata sa gmrc

      Delete
  2. Sphere lang naman ang may jologs Twitter accounts eh, pero wala pa rin, kahit hotline or social media accounts nila, walang idea sa mga services nila, hahaha!

    ReplyDelete
  3. si FP parang post office na, binabagsakan ng mga letters. or parang police station lang. lol

    ReplyDelete
  4. kung sphere nga ito, last month din yung time na hindi sila nagpadala ng monthly bill due to some improvements daw. baka kaya nagkandagulo-gulo dahil dun.

    ReplyDelete
  5. Hoy Gising o Failon Ngayon na ba ang peg ni FP?

    ReplyDelete
  6. sana pinuntahan mo na hindi yung dinadaan mo sa social media yung inquiry mo.

    ReplyDelete
    Replies
    1. Kaya nga may customer service sila via social media teh eh. Stuuuups.

      Delete
    2. Baka naman may dahilan, kasi sa address ng nanay niya pinadala yung handset e.

      Delete
  7. hindi ko tnapos basahin. onghobo e. hahaha. - JudgeMental

    ReplyDelete
    Replies
    1. Ako rin. Daming twists. Kakapagod basahin.

      Delete
  8. They really suck!

    I lost my phone so I requested for a new sim card. Acticvation should only take an hour or 2 but it has been TWO WEEKS and I still don't have signal.

    They say that the source of the problem is an error encountered by their system when they processed my request. No wonder they have crappy signal as they can't even fix their internal system. Whenever I call to follow up they give new excuses and explanations.

    How I wish I can switch to the smarter network but can't bec. I am tied up for another year.

    I've been a loyal customer for more than a decade and pay around 2k a month for their crappy service and this is how they treat me.

    Shame on them!

    ReplyDelete
    Replies
    1. sulat ka din, yung mahaba ha

      Delete
    2. Really huh? Lost mine too, and requested for a new sim. Took them less than 15 mins. Baka napagtripan ka lang kasi lagi kang late magbayad lol

      Delete
    3. Yung totoo ate? Wala ka namang fone eh in the first place san mo ilalagay new sim mo? And in the 2nd place mas maganda ako sayo.

      -maja.rottako

      Delete
  9. Being a subscriber for just more than two years is so short to expect preferential attention. Being a Platinum member would probably merit you that preferential attention.

    ReplyDelete
    Replies
    1. kahit isang linggo ka pa lang na subscriber, you should get the utmost attention from them kasi nagbabayad ka. It is not as if you could leave them anytime if you are under contract.

      Delete
    2. One doesn't have to be a platinum subscriber to get preferential treatment. The fact that she is a subscriber and she pays for their services, she deserves a good service. Even a preferential treatment.

      Delete
    3. Anons 2:44AM & 3:09AM:

      I did not say he is not deserving of any attention at all. He mentioned PREFERENTIAL ATTENTION, meaning he wants to be prioritized over others. And one contract with them will definitely not get you that. Even Platinum subscribers, who are supposed to get preferential attention with their own hotline, are sometimes neglected what more a plan 599 subscriber.

      Delete
  10. plan 599 for 2 yrs palang e ganito mkareact??!! paumanhin pero dito samin e libo katumbas ng lowest plan pero maski may phone/online support, aba'y napunta pa rin kami sa telecom branch for signing docs (terminate/ upgrade/new) then pick up our phone units. To ensure na mas mabilis. Lesser hassle actually, effort lang tlga to go the nearest branch.

    Kesa mahighblood ka sa kakatweet habang nagahintay ng delivery. Haysus.

    ReplyDelete
    Replies
    1. I agree. The sender should have mustered all his energy and went to a branch (nagkalat naman kung saan saan di ba) instead of wasting it on ranting and complaining.

      Delete
    2. The telco hired people and is paying them to handle concerns via social media and the internet. This is one of those poorly and mishandled cases. Whether you go to the branch if you deal with incompetent people, you would experience the same thing.

      Delete
    3. On the contrary, going to a branch wouldn't help at all. I experienced the same thing, and when I visited one of their branches, they told me that they can't do anything about it. Itawag ko nalang daw. Wasted time and effort.

      Delete
    4. Bakit kasi sa twitter nagfollowup, di naman lahat ng tweets na rereplyan dun. See, nung tumawag na send agad ang phone, at ang linaw naman nung una pa lang na after that saka pa lang start ng 5 days. Gusto nya agad agad na. Alam naman nyang sabaw si Sphere may pagkasabaw din si ate. Di naman bago ganitong story.

      Delete
    5. sphere ba to? ako nga 10 years ng postpaid, nung ire-renew na ulit ang contract, ang binibigay na cellphone sa kin, yung pangkatulong (no offense meant), same phone as new subscriber. sa bwisit ko, di na ko nag-renew. buti na lang din kasi sa twitter isang damukal ang nagrereklamo sa signal at service nila araw-araw! x-sphere subscriber

      Delete
    6. Ay mga beks, mas matatagalan kapag pumunta pa sya dun. Experiencing ko nadin itey. Wag mag maasim mga kokak.

      -juday

      Delete
    7. Ganyan din naexperience ko kahit pa nung tumawag ako about sa loyalty rewards nila, papaikot-ikutin ka lang at kung anuanong excuses para ijustify yung delay, and worse, ang hirap tumawag sa kanila, wala sa options yung reason mo for calling, ako I stayed close to an hour makaconnect lang sa kanila. kaya yung ibang nagmamagaling dito, please lang, spare us, di nyo alam pinagsasasabi nyo!

      Delete
  11. complaint forum na ba to? ang haba magsulat, kaloka!

    ReplyDelete
    Replies
    1. Korek! Kumukuha ng sympathy from the readers. NKKLK!

      Delete
    2. Hindi sya kumukuha ng sympathy. Shineshare nya lang experience nya. Basa muna kasi bago magreact. Or baka di kayo makaintindi ng English? Haha.

      Delete
    3. Te ang sinabi ng sender eh she just want to vent out her frustrations about this, but not to get sympathy from readers like you. Getching mo?

      Delete
  12. Mga tao ngayon oo! Feeling nila sa kanila umiikot ang mundo! Mas madami pang matinding problema ate kaya mo na yan i resolve ng sarili mo kasi malaki ka na! Kakaloka ka! Sumbong sumbong pa!

    ReplyDelete
    Replies
    1. Affected much koyang? Aminin mo binasa mo naman. Hahaha.

      Delete
  13. mag prepaid ka na lang, super tipid pa

    ReplyDelete
  14. ang masasabe ko lang sa sphere ang poorita ng superfb nila imbes makatipid ka waley hinde kasi nagana pag nag supersurf ka thats the time na gagana speed of light my goodness nagpapromo pa sila

    ReplyDelete
  15. their CSR really sucks. i think they should train them ng bongga. may nangyari na rin sakin ganito but since i followed up the day before the supposed date of delivery then i found out that the CSR havent send my request. but thats it, everything else is okay naman.

    oh and they give you reference number talaga and may text message pa. so mas madali talaga magfollow up.

    ReplyDelete
  16. two years ka lang, loyal na? two years - isang 24-month contract lang yan. immaterial ka sa kanila. me, ive been a sphere postpaid subscriber for 8 years, and i also have complains. LOL

    ReplyDelete
    Replies
    1. *Complaints

      Love,
      FP Grammar Nazi

      Delete
    2. Magmamataray ka atey. Mali naman grammar mo. Get your dictionary first. Haha!

      -nagmamagandang chabelita

      Delete
    3. Tama rin naman yung complains.

      Delete
    4. tama yung complains Anon 11:32, pero mali pa rin in the case of Anon 9:26 AM, kasi sa sentence nya ginamit niya as noun e, e verb ang complains...

      Delete
  17. regardless of the number of years as a subscriber, preferential attention should be provided. no excuse. kaya may social media, kaya may hotline, kaya may ibang venues to get the service is simply because of that. to reach every subscriber in all ways possible. eh kung lahat ng customer pupunta ng business center, eh di lalong hindi natapos ang trabaho nila dahil sa dami ng tao. poor service ang nangyari sa kanya. magsilbing aral sana ito sa telco.

    ReplyDelete
    Replies
    1. Korekchi! :*

      Delete
    2. I agree!!! Yun nga ang silbi ng social networking sites at hotline. Pero mas tamad pa sila sa nasa business center!

      Delete
    3. Madami yata ang hindi nakakaintindi ng PREFERENTIAL ATTENTION. Pag sinabing PREFERENTIAL ATTENTION, ibig sabihin nagpapa-importante ka.

      Delete
  18. tinamad ako basahin.. haba teh!


    -cassandra

    ReplyDelete
  19. With issues like that, better ask for a supervisor or even the ones from the higher management. CSRs can't do anything! Their job is to only hear your concern and take note of it. Nothing more.. But let's face the truth... Bagsak talaga sa customer service ang karamihan ng "service" oriented companies dito sa PH. Banks, telcos, food chains, etc..

    ReplyDelete
  20. Bakit d kay Failon o s T3 sumulat teh? Anong maggawa ni FP s reklamo mo? Baranggay ang peg?

    ReplyDelete
  21. Jusko masyado ka lang na excite sa free phone kaya ganyan ka mag react hahahaha

    ReplyDelete
    Replies
    1. Mukha nga. Hahahaha!

      Delete
    2. Echuserang froglet. Inggit ka lang dahil wala kang bago kang phone. Hindi yan yung reason kung bakit sya frustrated. Minsan magbasa muna bago magcomment. Haha.

      Delete
    3. Pansin ko lang epal ng epal yung letter sender na to promise!

      Delete
  22. Hay hay... grabe na talaga ang MUNDO. I've been a subscriber since 2000... loyal? no... it is just because my company will not reimburse comm allowance if we use another network. It sucks... I just applied for a retention too last month, april 15, same promises of 5 days delivery... I've been waiting until now... The Account Manager handling the corporate accounts incessantly apologized to me personally, saying that their system mistakenly issued a phone under my name long before I even applied for retention. They will fix this problem in their system asap and promised to deliver the unit until Friday this week... I agree that their Customer service sucks, but I think the deeper reason to that is that their organzation and their processes and systems inside have enormous problems bigger than their name. Buti na lang, "matalino" ako... I have a personal line too which I kept for more than 10 years and I've got no problem with this brighter network.

    ReplyDelete
    Replies
    1. Ikaw na first honor teh!

      Delete
  23. Dear Complainant, I got tired reading your letter. Next time, dun ka na lang magwala sa mga business center nila. It works! Kesa inistress mo un sarili mo for the longest time. :)

    ReplyDelete
    Replies
    1. Magwala agad ateng? Warfreak ang peg? Hahaha.

      -bitchy itchy

      Delete
    2. Hello! Kung pupunta sya sa business center nila mas lalong wala syang makukuhang magandang sagot dahil di naman yun yung nakausap nya. Basa basa din kapag may time. :)

      Delete
    3. 9:16 ikaw ang letter sender no? Ikaw rin ang panay react sa mga nega comments sa taas. "basa basa pag may time".... oo may time kaso lang sobrang boring kase ng complaint mo eh. nakakatamad basahin!

      Delete
  24. kakairita ang complaint nya, sobrang haba, pwede shortened version?

    ReplyDelete
    Replies
    1. If i know di mo nagets mga deep words ni ate kaya naghahanap kapa ng ibang version.

      -gagay

      Delete
    2. 9:11 at 9:16 sa taas ikaw rin yan. Hahaha. Ano ka ba it's not that we don't understand the complaint. Putak sya ng putak for a FREE PHONE. yun yon! kaboringan ang peg!

      Delete
    3. Anon 10:13 i swear..i have a feeling na puro siya lang yan. Putakera and maninira pa ng reputasyon just for a FREE phone. Aminin kaya nagplan kasi walang pambili ng phone in cash. Hahaha!

      Delete
  25. Di ko na tinapos basahin yung letter.
    Isa lang gusto nya. Magpapansin

    ReplyDelete
    Replies
    1. Well aminin mo binigyan mo ng pansin. Lol

      Delete
    2. Aminin mo rin, yun ang gusto mo talaga mangyari! Lol!

      Delete
  26. May kalalagyan din yng complainant na yan. Oa mo teh.:)) sana maging ganyan din trabaho mo para magets mo paminsan. Hahaha

    ReplyDelete
    Replies
    1. Ikaw siguro yung cs na nakausap nya. AFFECTED MUCH?

      -SMART

      Delete
    2. Kaya nga ateng! Trabaho nila yun kaya kailangan nilang ayusin. You're there for a reason. And wala sa reason na yun ang pagpapaasa sa customer. Wit na lang natin mangyari yan sayo. Wag ka magrereklamo, please? :)

      Delete
  27. Loyal customer ka talaga? Sure ka sinasabi mo? Kung loyal customer ka hindi ka agad magrreak ng OA kasi alam mo na yun!

    ReplyDelete
    Replies
    1. Sphere ikaw ba yan? Try mo muna asikasuhin mga network problems nyo bago ka magfp!! Kaloka ka

      Delete
    2. Kaya nga nagreact ng ganyan kasi nadisappoint sya sa ginawa ng Sphere no. Echuserang froglet ka.

      Delete
    3. Kambal pa comment mo, complainant. Obvious masyado na iisa ka lang

      Delete
    4. Obvious din na ikaw lang lahat nagcomment jan. Baka nga ikaw lang ang nagcocomment lahat lahat kontra sa sender eh.

      Delete
  28. Grabe yung hotline ng mga telco na yan. What i always do is i put it on a loudspeaker and wait for like 20-30mins before they answer my call. Mas maayos pa yung mga mall branches kesa sa kanila. Waste of time.

    ReplyDelete
    Replies
    1. Try nyo magpa-survey sa kanila, kukulo lalo dugo nyo! Yung stupid na agent na nagsurvey sa akin, tinanong ako kung ano rating ko sa whole experience sa customer service nila, ng sinabi ko 1, kung pwede nga lang 0, tapos tinanong ako bakit daw, sinagot ko na dahil walang naresolve yung agent at panget pa yung options nila sa simula ng call dahil wala dun yung reason ko for calling, sabi ba naman nung nagsusurvey e, "yun lang, dahil dun 1 ang rating ko?" Pangasar talaga ano ineexpect niya, 5? After that LOUSY service!

      Delete
    2. Wow anong telco yung nagpapa-rate? Ayos ah sphere ba yan? O yung competitors? Sa araw kasi sana may rating sila sobrang palpak ng hotline nila. Kating kati lagi ireklamo mga nsa shop, e kung sila kaya muna yung nirereklamo dyan! Puro kpalpakan at parang wala namang smsagot ng hotline!

      Delete
  29. I renewed my line earlier this year, and wala namang problema. Instead of calling the hotline, pumunta ako sa Business center, and told the rep na gusto kong magrecontract. I was advised na 2 weeks pa before makukuha yung iPhone 5 kasi sa Manila pa kukunin pero nakuha naman few days before nagend ang 2 weeks Try mo lang

    ReplyDelete
    Replies
    1. Korek! Matuto lang dapat maghintay. Hindi FP ang sumbungan. Pathetic letter sender! Gusto mo kay Tulfo kna lang magsumbong? ^__^

      Delete
    2. Ow? Oa naman ni ate tulfo ura urada? Mayy gadd. Nakikibasa kana lang sa letter ng sender nagmamaOA kapa.

      Delete
  30. Mali din naman kasi yung Sphere for giving the sender an exact date and time. Malay ba natin kung particular lang sya sa mga ganyang bagay. And besides, kahit pa 2 years ka pa lang sa kanila, you should be given preferential attention.

    ReplyDelete
  31. I CAN RELATE!!! Same thing happened to me! Sobrang nakakaasar! pinagmumukha nilang desperate yung inoofferan nila ng Loyalty Rewards! Ilan beses din na-delay, kesyo undeliverable daw ung address namin, duh! e naidedeliver nga nila yung bill nila without problems e!!! hanggang sa kumulo na ng todo ang dugo ko at pinacancel ko sa kanila yung kapalit nung Loyalty Rewards na yun, ayun the next day dumating yung hinihintay namin for two weeks! Akala ko ako lang nakakaexperience, may iba pa pala!

    ReplyDelete
  32. Isa lang masasabi ko sa complainant na yan..... Sana maranasan mo rin yan. Masyado kang hayok di ka makahintay. Haha.

    ReplyDelete
  33. Lakas mangokray nung complainant na yan ah.. Lahat ng against sa comment binara niya. Sana ikaw maranasan mo yan at bastusin ka din ng kausap mo at barahin ka bago ka pa magsumbong sa FP. Kalowka! Sarap ba maging subscriber? Hawak mo sa leeg? Haha.

    ReplyDelete
    Replies
    1. Sure ka teh na yung complainant ang nangookray? Ako ba ikaw?

      -Madam Auring

      Delete
    2. Leeg ng manok gusto mo? Hahaha

      Delete
  34. baduy ng issue na to... pero mas baduy ang complainant. bumili ka nalang ng phone sa greenhills! kaloka

    ReplyDelete
    Replies
    1. Cheap. Greenhills tupa! Haha.

      Delete
  35. Isa lang ang masasabi ko sa Sphere: Ayusin nila ang service nila. Kalowkah!

    ReplyDelete
  36. magreklamo ka sa barangay teh!!!

    ReplyDelete
    Replies
    1. Korek. Pero irereklamo muna natin fez mo.

      -nagmamaasim na beki.

      Delete

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