We all know of Globe Telecom’s new 3G/GPRS/HSDPA rates and how it received warm welcomes from users. It’s now similar to what rival Smart is offering but their version is slightly different. I immediately switched over to their new time-based charging scheme last Monday, April 10 by texting “time” to 1111. Below is the exact SMS confirmation message I received soon after:
U have successfully shifted to TIME Browsing w/ the ff Terms & Conditions:
1. U will be charged P5 for every 15mins of mobile internet cnection regardless of the no./type of sites visitd (ex. myGlobe/Yahoo..)
2. Succeeding connections will be chargd P5 for 15mins;
3. No refund will be made if disconcted before the 15 mins are up
4. This is only applicable to browsing w/in the Phil.
A bit greedy and harsh if I may say but it’s way better than their greedier per KB charging. However, problems soon appeared and are still causing me frustration and disappointment with Globe Telecom.
Ever since I switched over to their new time-based charging scheme, I can no longer send and receive MMS messages. Even browsing on wap sites using my SE K800i became very slow and often times intermittent.
Immediately, last Tuesday, I called up Globe’ infamous Customer Help hotline and reported my problem. A report was made by the agent that took my call and I was told to wait for their customary 24-hour turn-around period and God-willing, I would be able to send and receive MMS messages again.
Unfortunately, I was still not able to. So again I called up Customer Service to follow up on my case. The agent told me that the system deactivated my MMS service because my balance once reached below Php50, which is required to send and receive MMS messsages. Okay…
I told them that at that time, my balance was somewhere above Php400 and that even though my balance went down below Php50, I never had this kind of problem. Perhaps it’s because I switched to the new time-based charging rates and that this is a bug in their network.
A bug that persisted
It was day two of my ordeal and after waiting for another 24 hours for their technical team to do their
blunder magic, I was still unable to send and receive MMS messages.
Wednesday was the 3rd day and so I made another phone call, again was given the same old routine of waiting for another 24 hours for the remedy to work because as far as they are concerned, their technicians have “manually” activated my MMS service and everything was OK.
Right, as what I’ve told the CSR, “Would I be calling customer service if the problem has been already fixed?” This controlled outburst was returned with their customary apologies for the inconvenience as a result of their crappy system, network and employees.
A female CSR lied to me
Earlier this afternoon, Thursday, at around 5:30pm I made my 4th call because I’m still having the same problem. The same script was played out to me; “Sir, as of today OK na po ang inyong MMS sa aming system.” 😯
My response: “Tatawag ba ako sa inyo kung may problema pa ako? This is the 4th day I’m having this problem and this is the 4th call and still, nothing positive has happened. I still could not send nor receive MMS messages.”
I expected the customary apologies from her but what she told me next really struck a nerve. She asked me for my location, “Silang, Cavite” I told her. She put me on hold for 2 minutes while she “checked” something in their system. When she returned, she told me that since their system is saying that my MMS service is “activated” everything is OK. My problem may be caused by an “ongoing system enhancement in Tagaytay City” and I should wait for another 24 hours for this to be totally resolved.
“System enhancement” my ass! 😡
After that conversation with that female Globe CSR, I re-dialed the customer service number and when a new CSR picked up my call, a male agent this time around, I asked if there was an “ongoing system enhancement in Tagaytay City” at that very moment.
He told me that there was none. Being puzzled, he asked me why I asked. I told him, “that’s what your fellow agent told me a while ago when I followed up my MMS problems.” After re-telling my story for the 5th time and after the guy seeing the record of my account, he once more offered his apologies for this inconvenience, he would file another report to their technical support team and the whole cycle just repeated itself, adding much more to my frustrations and aggravations.
To everyone at Globe, and I mean everyone, I understand that these things happen. But for the love of God and the welfare of your PAYING customers, do your jobs right and with decency.
It’s understandable that it could get difficult if you CSR agents run out of things to say when your protocols or scripts do not cover every query or response from us customers, but to lie to us?! Nakakahiya, La Salle alumni pa naman ang presidente ng kumpanya nyo.