MMMiii!

Dear Globe Telecom,

You boast of your fancy services that do not work 90% of the time. You have a website that usually contains outdated information. Your customer service representatives lack the courtesy, respect, professionalism, or the ownership for your customers’ issues, be it through the phone or in person.

I have been calling about my inability to access BPI’s Mobile Banking menu ever since I upgraded my old SIM to a newer and supposedly better one, from the 64k SIM to the 128K SIM. Instead of helping me with this issue, I was told to go to a business center again to have them check on it. I did, and the issue was not resolved, nor was any ownership taken for this issue. This issue of mine is still unresolved. I am still unable to access my BPI Connect or Mobile Banking or whatever menu. And stop blaming it on BPI, because the other services are inaccessible too. I can’t add any favorites, even your very own G-Cash.

Instead of using this mobile banking and to avoid moments when I need load badly, I just load P1000 of prepaid credit every month. And I’ve been doing this through online banking most of the time. Because of my distrust of your services now, I’ve been calling your hotline and spoke with your customer “service” representatives, and I was told that I need to wait 24 hours for it to be credited. I loaded P1000 tonight because I needed to call someone from another country, and after 24 hours, it would be too late for the matter at hand. They said I just have to wait 24 hours. I do not have the time to wait 24 hours for an amount this big to be credited to my phone. I started complaining about the other issues, and your “representative” hung up on me while I was informing her about my complaints.

I waited 5 minutes, and I did not even get a callback. I called back, to continue complaining. And I told your “representative” that the previous agent didn’t call me back. I restated the issue, and told him that I do not trust your services. I told him that previous reps have told me that someone or they will be calling me back, and 4 or 5 months later, I still haven’t received that call. While I was following up my issue about not being able to use my mobile banking, your representative hung up on me again. Of course, I didn’t receive a callback. Your people don’t call back. Even if they promise a callback, they won’t.

My issue about mobile banking has never been resolved. Somehow, the GenTxt thing that I was getting a message that I can’t re-register my GenTxt because it hasn’t expired yet, and the date was May 2006, and I was getting this message up until June, probably it just happened that I got a message saying that I need to re-register. I don’t think someone really followed it up.

You know, Globe Telecom, ever since I started working, I planned to switch to your Postpaid line… but because of my previous experiences with your customer service, I would think that if you offer super crappy customer service for the prepaid customers, then your postpaid customer service would only be subpar. It’s the same hotline, a different type of account, but it would be the same customer service reps postpaid customers will be speaking with. I’ve decided to forget about switching to postpaid. I know I’m not using Globe for the customer service, but I would like that if I’m a customer, I’d be taken care of anyways.

If it’s not for the hassle of changing phone numbers, informing my contacts about my number change, I would definitely switch to Smart. I will also have to tell my mother and my father to switch to Smart. Actually, I’ll have to get them new SIM Cards for Smart. I’m pretty sure you would say that it’s just 3 customers, they’re just using prepaid. SIM Cards now for some people are like clothes, they change numbers too often. We don’t matter. I don’t matter.

I work with customer service as well, and it’s very basic for a representative to give at least respect and have courtesy. Ownership and professionalism is probably not much of a matter for Globe Telecom customer representatives, but just to let you know, your customer service would also represent you. If I hated the customer representative that I spoke with, I would be hating Globe. Which I seriously do now. That is why they are called representatives, because they represent your company. They represent Globe.

Right now, I am very disappointed. You may have to have your agents undergo training again, get a new training program and/or trainer, or re-evaluate your system if it’s really your procedures not to call back when your agents disconnect a call. I know that my company is different from Globe, but if an agent is caught disconnecting or releasing a call, that leads to instant termination.

It’s been over an hour already since I made that transaction for online prepaid reloading, and I still haven’t received my load. I need to call a relative in the States by 1am. It’s now 12:12am at the time of writing. The transaction was made at 10:38pm. What use is this “convenient” online reloading if it’s not convenient at all?

Mi.

P.S.
I called Globe again at 2:40~ am. I spoke with a Sandra Reyes. Asked me the same questions when you people have your CMS. And the rep hung up on me. I called because P3 got deducted from me for checking my balance. And of course, I won’t be getting a callback right?

I’m going to keep on checking my balance. I won’t be texting anyone today until this clears up.

Update 2
It’s 8:17 am, still no load.

Update 3
I went to the Globe Business Center in SM North and the girl Jeni told me that the aholes from last night did not forward anything regarding my case. They juse documented it but did nothing about it. She said she can’t do anything about my load, all she can do is file a report on it. I told her that everyone I’ve been speaking with from your company has been telling me that they’re going to file a report on it and forward it somewhere but nothing really happens. Anyway, I brought up the issue about not being able to access BPI’s Mobile Banking menu and what she offered was to give me a new SIM Card, with a new number, absolutely free, with a smile. This is so I can use this new number solely for my BPI Banking.

THAT is totally not an option. Getting another number would require maintenance. I asked her if that was how they did business? Cheating people into buying things and maintaining unnecessary accounts? I suggested replacing my SIM card again, still to a 128K. And she told me that I would have to pay. I said I don’t want to pay for something that I wanted to be replaced because it wasn’t working properly. And she kept on insisting that I’ll have to pay for it because I’m requesting it. I told her that I’m asking them to replace it because it wasn’t working in the first place. Would I be asking for it to be replaced if it wasn’t working.

I paid the first time when I upgraded from 64K to 128K because I wanted it. It’s not that it wasn’t working, but it wasn’t compatible with my new phone at that time. I said one more time that I won’t be paying for it because it wasn’t working. She then came up with this story of not being sure if it’s available or not, when there on the list taped on the desks is the list of the available SIM cards. Having mine replaced thrice already, I know what to look for for the replacement. She kind of got embarrassed with that and insisted I should pay. I told her I will not be paying, then she said okay and went away. Then she came back and made me sign something for the SIM Card replacement. It said there in the notes as well that I was an irate customer.

I don’t even remember raising my voice or anything…

But in any case, it’s now 6:03 am and still no load.

Update 4
I called up again. I got hung up twice. Same old story about that. But one agent offered me compensation of P50 … to use until October 7. I told him that was unacceptable. He hung up again. The next rep I spoke with said that they can’t do that, contrary to what the agent before her said. I asked for a manager, said there’s none available (duh, of course there should be at least one at a certain time, but I didn’t push it.) so I asked for a supervisor instead. He said he’ll personally follow-up on this issue and will text me with the details (until now I still haven’t received a message). I brought up compensation again for the inconvenience (because I’m running out of load). I said I wanted a daily compensation, for each day that I’m not receiving my load. Since an agent offered me P50, I said I wanted P50 PER DAY that the issue isn’t getting resolved.

Let’s see tomorrow what happens. I wonder what DTI will say?

_______________
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• CSRs & TSRs should learn to LISTEN in training… by aoshi_01

Anyone else got bad experience with Globe’s customer “service”? — drop me a message to have it linked here

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