Reason’s Why Globe Telecom’s Customer Service Sucks

BradleyLife in the Philippines36 Comments

Continuing right along with my problems with Globe, I’d like to give a few examples of why Globe Telecom sucks horribly when it comes to customer service.  As a service provider, customer service is an area that Globe should be excelling in, but they obviously don’t know the first thing about taking care of customers.  I’ll just give my examples in order of when I experienced them.

Example 1

When we were using Globe Tattoo’s USB sticks for Internet access, there were times when the network would go down or it would be so horribly slow that it literally couldn’t load pages, even though it would connect you and debit your account.  This would lead to lost money either way, because even if you registered for all-day surfing, how can you surf all day and get what you paid for if the network is down?

So, we would call up the Customer Service hotline and ask for a refund since we weren’t able to use the service.  WITHOUT FAIL the CSR we talked to would always tell us that they were going to put us on hold to check the status of the network in our area, then come back and tell us the network was working fine, as if they were trying to say the fault is somehow ours and they don’t want to take responsibility for it.

I mean, hello!  The network isn’t fine!  If it was, we wouldn’t be wasting our time calling the hotline over 5 or 10 pesos.

It usually required an epic amount of arguing to get that small refund.  Every, single, time.

Example 2

When we wanted to sign up for WiMax, we went to the Globe store at SM Taytay and talked to a CSR there.  We agreed that we wanted the service and we were asked for contact details.  We were told that they would check to see if there was coverage in our area and then get back to us.

My first problem with this is, why can’t they check on the spot if an area has coverage?  Shouldn’t that data be on hand?  Should a person have to physically go out to a location every single time someone wants service and check?  How inefficient is that?

My second problem is that they never did get back to us.  After waiting for 3 weeks we wound up using an authorized agent and distributor to get our WiMax.

Example 3

Why is it that the CSRs never update account notes?  If I have an ongoing problem, even after they pull up the account and say they’ve reviewed the details, they never know what’s going on and I have to re-explain something to them from the start.  On top of that, I have to explain it multiple times in multiple ways because they never seem to understand what I’m talking about.  I get the feeling that I understand their services better than they do.  These CSRs really need to be retrained, or to get some training to begin with.

I’m mostly referring to my on-going issue with WiMax here, which still isn’t resolved by the way, since the technicians that were supposedly coming out to make a house call never bothered to show up.  I’ve made multiple calls to their office about slow speeds and every single time I talk to them I have to start from the beginning.  Looks like I’ll be doing it again shortly, and now in addition to have to re-explain myself, I’ll have to complain about how the technicians blew us off and didn’t show up for the appointments that they set.

Example 4

Globe CSRs will always try to make you feel like a liar and a thief.  In some cases, they’ll even tell you an outright lie to try to keep from having to refund money.  They even quote things that have no bearing on what the issue is.

A few days ago, on the 18th, I registered for a text promotion called SULITXT 15.  Basically, you pay 15 PHP and you get 100 text messages that are available for 24 hours.  After 24 hours, the unused portion is forfeited.  This is a good deal because text messages are typically 1 PHP each.

To register, you send “SULITXT 15” to 8888.  To check your balance, you send “SLTX BAL” to 8888.

So, after registering and using it for a while, I decided to check my balance.  I accidentally copy / pasted the registration code instead of the balance code and sent it.

Instead of returning an error and letting me know that I was already registered, it double registered me, giving me an extra 100 available messages that I didn’t want or need and debited my account for another 15 PHP.

I called the Customer Service hotline to try to have the 2nd registration canceled and have my 15 PHP returned.  It took me about 20 minutes to get the CSR to understand what I was saying and then after that, he started quoting the Fair Use Policy and saying that SULITXT and my situation falls under it.

Globe’s Fair Use Policy:

What is the Fair Use Policy?

The fair use policy states that text offers are applicable for person to person transactions only. They are not intended and should not be used for spamming. Globe reserves the right to suspend promo subscription/s of accounts suspected to be engaged in such activities.

Just what the hell does this have to do with my problem?  I was asking for a cancelation of the service that double registered since I didn’t need it, and was asking for my 15 PHP to be returned.  What about that has anything to do with spamming?

It seems more like he was trying to blow smoke up my ass to get me to stop trying.

He also lied to me, directly.  He tried to tell me that I hadn’t registered for SULITXT services since early July.  I told him that I was using it then and had been using it almost every day for the previous few weeks.  He told me that I was lying to him and that “the system” didn’t show that I’d used any services during that period.  I told him I had proof, the reply messages from the automated service, and that I was definitely using the service and I told him to stop trying to bullshit me.

Here are screenshots:

Mobile Photo Aug 23, 2010 9 40 45 PM

This is the screenshot of when I accidentally resent the registration code instead of the balance code.

Mobile Photo Aug 23, 2010 9 41 01 PM

This is the screenshot showing where I checked the balance after accidentally registering again.

In fact, here are screenshots of all the times I’ve registered for SULITXT from August 3rd through this incident:

Mobile Photo Aug 23, 2010 10 34 13 PM Mobile Photo Aug 23, 2010 10 34 28 PM Mobile Photo Aug 23, 2010 10 34 42 PM

Mobile Photo Aug 23, 2010 10 34 57 PM Mobile Photo Aug 23, 2010 10 37 30 PM Mobile Photo Aug 23, 2010 10 37 44 PM

Mobile Photo Aug 23, 2010 10 38 01 PM Mobile Photo Aug 23, 2010 10 38 21 PM Mobile Photo Aug 23, 2010 10 38 39 PM

Mobile Photo Aug 23, 2010 10 38 55 PM

I guess the concept of smart phones that can take screen shots hasn’t quite dawned on people here.  So, which one of us is lying, huh?

I don’t like being lied to, especially about something that’s easily provable, and especially over 15 PHP.  That’s 33 cents USD.  Why the hell would I call and try to fabricate a story for an amount that can’t even buy a pack of gum?

After arguing with this guy for quite a while, he finally said he would submit a report and gave me a reference number, but I never got my 15 PHP back and the reference number probably isn’t even real.

 

Seriously… what the hell is wrong with Globe?

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36 Comments on "Reason’s Why Globe Telecom’s Customer Service Sucks"

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Michae Valle

langyang globe yan maka discriminate sa client 3-5 days na ako 4 weeks na po naghihintay sa application

boblq

6 years later billions of pesos in profits, completely inadequate investment in the infrastructure, and nothing has improved. It shows what world class marketing an almost no competiton in a duopoly with PLDT can do. I hpe Duterte leans on these criminals as hard as the drug users.

Versabear

I feel you with example 1. I always say if the network was FINE, we wouldn’t be wasting our time talking to drones.

Bradley Farless

Hi Bernard. That sounds typical of Globe, but horrible nonetheless. I hope you're able to find a resolution to your problem, though without better consumer protection laws and better enforcement in the Philippines, I'm not sure Globe will ever correct its business practices.

annoyedglobecustomer
Globe customer services is really bad. I had a similar experience than this blogger. Globe telecom had offered me a 3000 SM gift voucher back in February as a loyalty rebate, provided I upgrade my internet to 3mbps, as I had contacted them to query why I had not received my loyalty entitlement for the last 3 years. I accepted this offer back in late February 2012. Since late February I have made numerous calls (last 3 months, 3-4 times a month for an update) to be told that I was awaiting processing. After I contacted OSPAC to complain about… Read more »
dada

i so regretted the day i purchase BB Bold 9700 Prepaid kit from them, until now no delivery yet. sabe nila 3-5days, FUCKING 4 WEEKS na wala pa rin…malaking BULLSHIT TALAGA!!!

MACboyet

globe sucks!. my iPhone was gone for 3 more than 3 months without suggesting to activate another sim with the same number. they didnt even know where my iPhone is until i went sour at them. imagine for 3 months, i keep on calling them an all they say is that it's not yet done.

But the truth is, it was re-routed to another globe branch and was there for 2 months already! WTF

Anonymous

I experienced so many disappointing ecncounters with Globe Customer service seeeevvveeerrraaallll tttiiimmmeeesss… Grabe ang kabobohan ng Customer Service nila! Kung hindi lang primary number ko ito at ginagamit ko na ng ilang years sa business, I would've changed my mobile number. Saksakan sila ng tatanga! Pati mga Managers nila ang babastos! Hindi nila binabalik ung load na bigla na lang nawawala.. lalo na sa mga Unlimited surf promos daw nila na nababawasan din naman kahit naka registern ka na sa promo. Buseett!!

Anonymous

Hahay globe.. I availed the supersurf 50 and was able to use it only for an hour or two and then bang.. could no longer successfully connect. I was only able to connect again after my subscription has expired.. tsk3

Anonymous

I also have my own story. I applied for Family Combo and hell! its been three weeks already and no one is giving me feedback on the status of my line application. I have two business account with them and they process new line application this long?! What the F GLOBE!

Anonymous

Globe CSRs suck so much. Not only will they impress you with their lack of knowledge on their promos, gadgets, etc, but they will try to make it seem like you're too stupid to understand simple promo instructions. Had to fight tooth and nail to get Php15 back. So disappointing.

Anonymous
I applied for mysuperunli 599 last June 2010 without claiming my free phone. It's now February 2012 when I saw globe's offer: apply for a new superunli line 599 and get a free blackberry curve 8520. I called up CSR to ask if I was eligible for the new phone. What they told me was I had to add 4600 pesos to get the phone. I mean what the fuck? I can get the same Phone in greenhills for 5k. My point is that, if a new person would apply, he would get it for free, but me, a line… Read more »
Anonymous

“e bakit mo pa tintangkilik ang globe kung marami kang hinaing sa buhay mo…try mo mgtrabaho sa globe at ng malaman mo.”

if u work for them why dont u try doing your job fucking idiot. incompetence is no excuse for any business. how would u like if that shit got pulled on u. u might have high tolerance for bullshit but others dont.

Anonymous

“e bakit mo pa tintangkilik ang globe kung marami kang hinaing sa buhay mo…try mo mgtrabaho sa globe at ng malaman mo.”

if u work for them why dont u try doing your job fucking idiot. incompetence is no excuse for any business. how would u like if that shit got pulled on u. u might have high tolerance for bullshit but others dont.

Anonymous

If you have a prepaid account, what do you expect? Customer support for prepaid accounts are always sucky. You get what you pay for.

As I write this, my Globe DSL connection has been down for the 10th time. I've decided to finally make a switch after re-affirming with the rest of the world that Globe Customer Service is nothing but *insert defamatory noun here*.

Reggie
My landline and internet service went down 12 days ago and I have been calling globe customer service ever since. Well, its been 12 days and going… with no hope in sight. Their customer reps talk about fault/ ticket ownership as if they really new what it meant. In reality, once the rep posts a follow up report on their system, that's it. Its like sending something through a blackhole, never to be heard from again. They never check back on the tickets to see if they have been acted on and they don't even investigate to find out how… Read more »
Reggie
My landline and internet service went down 12 days ago and I have been calling globe customer service ever since. Well, its been 12 days and going… with no hope in sight. Their customer reps talk about fault/ ticket ownership as if they really new what it meant. In reality, once the rep posts a follow up report on their system, that's it. Its like sending something through a blackhole, never to be heard from again. They never check back on the tickets to see if they have been acted on and they don't even investigate to find out how… Read more »
Anonymous

e bakit mo pa tintangkilik ang globe kung marami kang hinaing sa buhay mo…try mo mgtrabaho sa globe at ng malaman mo.

Anonymous

e bakit mo pa tintangkilik ang globe kung marami kang hinaing sa buhay mo…try mo mgtrabaho sa globe at ng malaman mo.

Brad F.

Wow. That's pretty horrible. These days, you'd think that with how much you pay for a phone and how much we rely on them, the service provider would have temporary use units for people whose handsets were defective. They could argue that Blackberry handles the warranty, not them, but when someone takes their car in to be serviced, the warranty work is covered by the manufacturer and they still let you have a loaner vehicle.

Brad F.

Wow. That's pretty horrible. These days, you'd think that with how much you pay for a phone and how much we rely on them, the service provider would have temporary use units for people whose handsets were defective. They could argue that Blackberry handles the warranty, not them, but when someone takes their car in to be serviced, the warranty work is covered by the manufacturer and they still let you have a loaner vehicle.

MalouHatesGlobe!

Oh yes! Globe Telecom definitely SUCKS! I have a problem with my BlackBerry which I got from them after paying around 5k on top of renewing and upgrading my postpaid plan. Because it hasn't been a year yet since I got the unit, it is still under warranty. In a visit to their customer (super duper wait) service center, I was told that they had to send my unit to Singapore for about two months but wouldn't give me a replacement or service unit. Now that, is Globe Telecom's great suckin effin way of “Making great things possible.”

MalouHatesGlobe!

Oh yes! Globe Telecom definitely SUCKS! I have a problem with my BlackBerry which I got from them after paying around 5k on top of renewing and upgrading my postpaid plan. Because it hasn't been a year yet since I got the unit, it is still under warranty. In a visit to their customer (super duper wait) service center, I was told that they had to send my unit to Singapore for about two months but wouldn't give me a replacement or service unit. Now that, is Globe Telecom's great suckin effin way of “Making great things possible.”

Brad F.

Sounds like they banned you from registering for UNLI plans for trying to use their Unlimited service in an unlimited way.

I only barely touched on that in this post, but I think it's absolutely ridiculous to advertise something as unlimited and then penalize customers for making use of it. In the US, this sort of thing would wind up as a class-action lawsuit.

Stac

Hey folks, for MILLIONS and MILLIONS of laughs, review the Globe ad for their SuperUnli 25 at:

http://www.youtube.com/watch?v=VBH18VhB1-Q&feature=player_embedded

“Imagine, sa SuperUnli 25, you're connected to MILLIONS of people! You make MILLIONS of calls! And send MILLIONS and MILLIONS of texts! Buong araw, buong gabi! UNLIMITED!”

It's so funny I could puke!

Stac

Hey folks, for MILLIONS and MILLIONS of laughs, review the Globe ad for their SuperUnli 25 at:

http://www.youtube.com/watch?v=VBH18VhB1-Q&feature=player_embedded

“Imagine, sa SuperUnli 25, you're connected to MILLIONS of people! You make MILLIONS of calls! And send MILLIONS and MILLIONS of texts! Buong araw, buong gabi! UNLIMITED!”

It's so funny I could puke!

Troy

woah thats a crappy situation!! PS this site looks different right?

Troy

woah thats a crappy situation!! PS this site looks different right?

Brad F.

Ya, it's crappy. Globe doesn't seem to care about customers, or ripping off customers, so long as they keep getting profit. Hopefully, their name gets so smeared that eventually people will stop using their services.

I did change the site a bit, ya. I gave it a lighter background and added a header image. ^_^

Brad F.

Ya, it's crappy. Globe doesn't seem to care about customers, or ripping off customers, so long as they keep getting profit. Hopefully, their name gets so smeared that eventually people will stop using their services.

I did change the site a bit, ya. I gave it a lighter background and added a header image. ^_^

wpDiscuz