Here’s my most recent chat conversation with Globe Telecom Customer Service. I changed my name and email and removed my number for my own security.
I’ve highlighted some words in bold to emphasize some points of interest and some thoughts as I was chatting with the other person (in italics).
DATE: 2010-08-26 07:53:49
INQUIRY: prepaid
AGENT: jhoy
SUBSCRIBER: Mi
Transcript:
[07:27:59] System message: You are now chatting with jhoy
[07:28:04] jhoy: Hi Mi! How can I help you today?
[07:28:12] Mi: i
[07:28:14] Mi: Hi*
[07:28:19] Mi: 0915xxxxxxx
[07:28:23] jhoy: may i know your globe prepaid concern?
[07:28:49] Mi: I’ve been sending an email to custhelp@globe.com.ph and talk@globetel.com.ph
[07:29:00] Mi: this is regarding the reward points that I am not getting
[07:29:14] jhoy: my apology for the inconvenience
[07:29:30] jhoy: may i know your email address?
[07:29:36] Mi: emxxxxxx@gmail.com
[07:29:58] jhoy: Thank you for the information
[07:30:14] jhoy: may i know when did you redeem the items?
[07:30:23] Mi: i have NOT redeemed any items
[07:30:26] Mi: i am talking about POINTS.
[07:30:30] Mi: not items for redemption
[07:31:17] jhoy: let me clarify,your concern is about your points is not updated?
[07:31:24] Mi: YES.
[07:31:44] jhoy: may i know when was your last reloading date?
[07:32:06] Mi: Last reload date was August 13, the amount of P1000.
[07:32:31] jhoy: may i ask what channel of reloading?
[07:32:43] Mi: Through BPI ExpressOnline.
[07:33:13] jhoy: when did you last time you checked your points?
[07:33:20] Mi: just now
[07:33:25] jhoy: a text notification on points earned will be sent after 7 days from the last reload.
[07:33:30] Mi: well
[07:33:31] Mi: count
[07:33:33] Mi: how many days
[07:33:37] Mi: has it been since august 13
[07:34:12] Mi: I don’t even get a message that the points have been updated if I don’t send an
email about it
[07:34:17] Mi: this is getting old
[07:34:26] jhoy: may i know when did you ourchased your simcard?
[07:34:36] Mi: Years ago
[07:34:39] jhoy: *purchased
[07:34:40] Mi: don’t you have records in your system?
[07:34:46] Mi: i’ve called at least 50 times probably
[07:36:48] jhoy: my apology but we dont have access to check for that
[07:37:06] Mi: Right. I’ve seen the crm at the business center. (Like hell you don’t.)
[07:37:32] Mi: Anyway, for you. I don’t know exactly when I purchased my sim, but I’ve had this
for at least 5 years. (I actually have proof of it’s existence dating back to August 2005, but I have a blog post stating that I’ve had the number since April or May 2005)
[07:39:11] jhoy: Let me get back to you on that. Please give me a minute or 2 to look for the
information you need.
[07:42:42] Mi: …
[07:42:56] jhoy: thank you for waiting
[07:43:05] Mi: k
[07:43:42] jhoy: may i ask for the transaction number of your last reloading if you saved?
[07:44:33] Mi: I don’t have it anymore.
[07:44:35] jhoy: may i ask if you receive the confirmation message that the reloading is
successful?
[07:44:52] Mi: and YES the reloading is successful. if it weren’t I wouldn’t be so patient. (One of the many issues I’ve had was when it took 6 days before P1000 load got credited)
[07:45:09] jhoy: may i know your full name?and other contact number?
[07:45:22] Mi: MI XXXXXX, contact number is that same number.
[07:45:27] Mi: it’
[07:45:40] Mi: it’s not just points for that last 1000 that I reloaded
[07:45:48] Mi: I’ve reloaded a total of 3500 since APRIL.
[07:45:54] Mi: and I only have 253 points.
[07:46:20] jhoy: my apology for the inconvenience
[07:46:25] Mi:
[07:46:26] jhoy: i’ll make a report
[07:46:37] Mi: and WHEN can I receive an update about this?
[07:46:46] Mi: Because I have been contacting Globe for weeks about this already
[07:46:56] Mi: My emails are being ignored as well.
[07:47:00] jhoy: kindly stay online do i can give you the reference id
[07:47:38] jhoy: you will receive a feedback within 3days
[07:47:57] Mi: ok. 3 days it is.
[07:48:01] jhoy: kindly stay online so i can give you the reference id of your concern
[07:48:13] jhoy: Let me get back to you on that. Please give me a minute or 2 to look for the
information you need.
[07:48:14] Mi: today is the 26th, so I should receive a feedback before the 29th, is that right?
[07:51:10] jhoy: thank you for the information (You’re welcome?)
[07:51:25] jhoy: i mean thank you for waiting
[07:51:30] Mi: …
[07:51:43] Mi: k
[07:51:48] jhoy: Hi, the reference ID for your concern is MRG10080002453. Our Investigation
Team shall get in touch with you to give you feedback on your concern within 3days
[07:52:21] Mi: ok. so as I’ve said, I should receive a feedback by the 29th. is that right?
[07:52:44] jhoy: Ma’am, your concern is being handled by our support group. Kindly expect that it
will be resolved by 08/28/2010. Thank you
[07:52:59] jhoy: is there anything else i can help you with?
[07:52:59] Mi: oh. 08/28/2010 then.
[07:53:33] Mi: none for now.
[07:53:34] jhoy: kindly monitor for the feedback within 3days
[07:53:46] jhoy: Thank you for using Globe’s Chat Assist. I’m pleased to serve you anytime!
[07:53:48] Mi: ok.
[07:53:49] System message : Chat Session has been ended by the chat assist representative.
She kept on saying “let me get back to you on that” but when she comes back, she doesn’t come back with answers to my questions.
*SIGH*
What kind of training do they get there? From previous experience, it seems that their customer service is kind of like assisting with minor concerns and the rest are “Log and Route” … but they should at least work on their communication skills. I’m not talking about grammar. Their grammar could be so bad for all I care, as long as I understand them… but with chat support, they don’t even need to have listening skills. They just need to read and think. They’re so hung up on canned responses as well.
Let’s wait then, until the 28th.
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