Reason’s Why Globe Telecom’s Customer Service Sucks

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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