The Four-eyed Journal

Thoughts and suggestions for Globe Telecom

jhay — Thu, 05 Jan 2012 01:54:07 +0000

Satisfactory customer service. Working in the customer service industry for even less than a year is enough time to make you understand what customers of any business or service want: getting the most value for what you pay for, if not more.

So I’m taking this time to share some of my thoughts and suggestions to improve Globe Telecom’s services because I just received a text message saying that in the coming days, their Market Research folks will call me up to conduct a study or survey on how to do just that, improve their services.

I’ve been a customer of Globe Telecom for almost seven years now both as a land line, residential broadband, pre-paid and post-paid mobile user.

So I’ve seen how their services and customer support have changed over the years.

Some two years ago, their broadband service, well in our area, was terrible. I’ve had days of good connection and then weeks of either intermittent or absolutely no connection at all.

Failing to do follow up calls

Worse, their customer service was equally terrible. The thing that really pissed me off was they would always promise to call back to follow up or give an update on the status of their repair but THEY NEVER DID.

And I’m the person who would really give time to actually wait around for that call. So when it was my turn to do a follow up call, the representative that took my call always had an earful from me.

So that’s suggestion number one: Globe Telecom should actually do the things they promised their customers. Make a call when they said they would call back. Even if it’s just to say they need more time to work on my request. Leaving a customer in a limbo is a good way to get frustrated and dissatisfied customers.

Lack of consistency

Another complaint I have with Globe Telecom’s customer service is consistency, or their utter lack of it. On my first call they would tell one thing and swear by it but on the second call the next representative would tell a completely different thing. Making a customer look like a complete fool is another great way of getting dissatisfied customers.

Website in perpetual Beta

Next would be Globe Telecom’s website that seems to be in a perpetual beta stage. Don’t get me wrong, their website has improved a lot over the years, but still, a lot of the basic and essential information a customer needs are still missing or terribly hard to find. Like their ever-elusive Acceptable Use Policy. You’d see numerous links about it but clicking on it leads you to no where. This may be the day and age of dynamic websites but it refers to content, not the framework, features or design of the website.

Seemingly understaffed Business Centers

I now move on to their Business Centers where you get to talk with their representatives face to face. Most of the time, it’s a nightmare to visit because it’s full of other customers who usually wait for hours on end before they get serviced. Sure, Globe’s queue management system is something government offices should have, but that’s the only thing that differentiates the two!

They would have plenty of counters but actually only one or two would be manned. Worse, the representatives who man the counters move and do their work in a glacial pace. And it makes me suspect that they are doing a lot of non-work related stuff on their computer because they would spend a great deal of time on it in between serving customers. Another habit of theirs would be to take at least 10 to 15 minutes in between customers and they would just stand up and go somewhere else, talk to their fellow representatives completely oblivious to the mass of customers who have been waiting in queue for hours. And they were sitting on front of their counters for hours!

All these basically sums up everything I have to say about Globe’s customer services. I’m pretty sure you have plenty other things to share as well.

On the Samurai Umbrella…I want one!

jhay — Mon, 26 Dec 2011 02:53:18 +0000

When it comes to wisdom, factoids, trivia and explaining stuff, most of my friends turn to me for their regular dose and questions. But there are limits to what I know and one of them is the Samurai Umbrella. Which is getting quite popular nowadays.

Awesome Samurai Umbrella

I’ve seen one or two in the metro lately on one of my regular trips to work via the MRT. “They got through the security guards carrying those?” Was the first thought that crossed my mind when I first saw one, fooled into thinking they were really bladed Samurai replicas. “Or maybe they were used by cosplayers.” Was another hypothesis of mine.

For a more compact and stealthier ninja, err traveller

As it turned out, they were just umbrellas that look like Samurai sword. Awesome!!! And I want one! Not the full-sized one though, the smaller and compact one for a more stealthier look. Also because I’ve long moved on from carrying around full-sized umbrellas that were mostly a hassle to travel with in our crowded passenger jeepneys and jam-packed buses.

And since my present umbrella is about to give out, I’d replace it with a compact Samurai Umbrella soon. Ah yes, you want one too, right?

Sony PlayStation Vita US Launch Titles

jhay — Sun, 25 Dec 2011 06:34:40 +0000

It’s on the Christmas wishlist of most gamers, Sony is revving up for the US launch of its newest handheld gaming console, the PlayStation Vita. It has been recently launched in Japan while it is scheduled to hit the US shelves in February 22, 2012.

Accompanying the handheld’s release a list of new titles that has something for every gamer out there. Check out the list of the Vita’s launch titles below:

First-party titles (Available 2/15/2012):

Escape Plan (PSN Only)
Hot Shots Golf: World Invitational
Hustle Kings (PSN Only)
Little Deviants
ModNation Racers: Road Trip
Super StarDust Delta (PSN only)
Uncharted: Golden Abyss
Wipeout 2048

Third-party launch titles (Available 2/22/2012):

Army Corps of Hell (Square Enix, Inc.)
Asphalt Injection (Ubisoft, Inc.)
Ben10 Galactic Racing (D3 Publisher of America)
Blazblue: Continuum Shift Extend (Aksys Games Localization, Inc.)
Dungeon Hunter Alliance (Ubisoft, Inc.)
Dynasty Warriors Next (Tecmo Koei America Corporation)
F1 2011 (Codemasters)
EA Sports FIFA Soccer (Electronic Arts, Inc.)
Lumines Electronic Symphony (Ubisoft, Inc.)
Michael Jackson The Experience (Ubisoft, Inc.)
Plants vs. Zombies (PSN Only, Sony Online Entertainment LLC)
Rayman Origins (Ubisoft, Inc.)
Shinobido 2: Revenge of Zen (Namco Bandai Games America Inc.)
Tales of Space: Mutant Blobs (PSN Only, Drinkbox Studios)
Touch My Katamari (Namco Bandai Games America Inc.)
Ultimate Marvel vs Capcom 3 (Capcom Entertainment, Inc.)
Virtua Tennis 4: World Tour Edition (Sega of America)

Third-party launch window* titles:

Lego Harry Potter: Years 5-7 (Warner Bros. Interactive Ent. Inc.)
Disgaea 3: Absence of Detention (NIS America, Inc.)
Ninja Gaiden Sigma Plus (Tecmo Koei America Corporation)
Ridge Racer (Namco Bandai Games America Inc.)
Silent Hill Book of Memories (Konami Digital Ent. America, Inc.)
Supremacy MMA: Unrestricted (505 Games)

Accessories:

4GB memory card (February 15, 2012, $19.99)
8GB memory card (February 15, 2012, $29.99)
16GB memory card (February 15, 2012, $59.99
32GB memory card (February 15, 2012, $99.99)
Starter kit with memory card (February 15, 2012, $39.99)
In-ear headset (February 15, 2012, $19.99)
Carrying case (February 15, 2012, $19.99)
Travel pouch (February 15, 2012, $19.99)
Protective film (two-pack) (February 15, 2012, $9.99)
Card case (February 15, 2012, $5.99)
Cradle (February 15, 2012, $19.99)
Portable charger (Spring 2012, $49.99)
AC adapter (February 15, 2012, $14.99)
Car adapter (Spring 2012, $14.99)
USB cable (February 15, 2012, $14.99)

*Means the game will be available within months of the Vita’s release.

Is the game you’re looking forward to included in the launch list? What games do want to see on the Vita?

Image from Sony PlayStation Vita Blog

A meaningful Christmas to everyone!

jhay — Sun, 25 Dec 2011 05:22:39 +0000

It’s the time of year that we give and share to loved ones, family, friends and even a complete stranger.

For this year, I chose to share something you may find strange but something that will definitely give you a laugh. Achmed the Dead Terrorist singing a Christmas song. Enjoy!

From yours truly, greetings of a meaningful and not just merry Christmas!

Time to give back, Help the victims of Typhoon Sendong

jhay — Tue, 20 Dec 2011 07:08:46 +0000

With Christmas literally just around the corner, celebrations have been dampened by the recent devastation suffered by provinces in the southern Philippines when typhoon Sendong swept through this past weekend.

Scores have been killed with the body count still rising while millions worth of damages have been incurred. Our brothers and sisters in affected areas are struggling to put back together what’s left of their existence, this is the time we answer to the call of being a citizen and a fellow Filipino.

We must help out in any way we can. We are thankful for the many channels and means of helping out the typhoon victims, for Lasallians based in Cavite, the Lasallian Community Development Center (LCDC) will be accepting donations beginning today, December 19 – 22, 2011 from 6:00 a.m. to 3:00 p.m. and December 23, 2011 from 6:00 a.m. to 12:00 nn. Specifically, we encourage you to bring the following:

1. Food items such as canned goods, noodles, coffee, sugar, milk, water, water and other ready to eat food and drinks (cup noodles, biscuits/bread, energy drink, chocolate/milk drink, etc);
2. old clothes, specifically children clothes;
3. blankets, sleeping mat (banig);
4. medicine.

For cash donations, you may send it directly to La Salle Academy Iligan through the following accounts:
BPI Account # 9353-0377-62 (LSA Savings Account )
or DBP Account # 016221-030

Of course, prayers for their recovery are much needed. The best way we can say thanks for the blessings we have this Christmas is to give what we can share. For in giving, we receive something more precious, something money can’t buy. For in giving, we affirm our faith and our creed; we affirm our Lasallian identity.