Friday, August 30, 2013

Does Globe Telecom Really Value Their Customers?

I have been a Globe postpaid subscriber for more than two years. And, to be honest, I've had all kinds of issues with them. The unfortunate part is that it mostly involved BILLING and another involved in representatives being DISHONEST and RUDE.

I already had an earlier post regarding contract issues with Globe. But, since I'm practically burning with downright frustration and complete annoyance by their hired employees, I want to tell everyone why I came to this point. I've remembered most of the conversations we've had before so why don't I start at the very beginning?

The first reason why I applied for a Globe postpaid plan was that I had no network signal when I'm at the office. Our company offered an easy solution for its employees: we can just march up to the Globe account specialists on the floor and apply for a postpaid plan by fulfilling some simple requirements. So we did. I applied for a "LINE ONLY" plan; I already have a cellphone, didn't see a need for another one.

The second reason why I chose Globe was that I loved their service. I've never had big issues with load, signal or anything. Boy, was there someone out there eager to prove me wrong.

My colleagues and I waited for three business days for approval as their policy states. "One week" past, one of my colleagues finally got an approval and the cellphone he requested was sent to him by mail "after three days". So he waited for TEN DAYS in total. I followed up on my pending request. "Two weeks" past after my follow-up before it was approved and I had to wait for almost "five days" before my plan was "completely activated". So I waited for TWENTY SIX DAYS in total. I had a colleague who directly applied for a line at a Globe Business Center; they processed it within three days and he got his phone on the same day. He only waited for THREE DAYS in total.

Lesson Learned: go to a Globe Business Center if you want to apply for a new account. As long as you're approved and they have the phone in-stock, you are good to go.

The next issue (#2) I had was the activation of the Sim card and postpaid plan. I asked a representative how was the activation done. He told me it would be done remotely and when I see a signal on my phone that would mean that my Sim card was activated.

I asked him, "when I see the signal on my phone, it means I can use my Sim card and plan, right?" (Pagnakita ko na may signal na yung phone ko, ibig sabihin noon pwede ko ng gamitin yung sim card at plan ko diba?)
He answered, "yes, ma'am. Pwede niyo ng gamitin kaagad kapag nakita niyo ng may signal ito." (Yes, ma'am. You can use it immediately once you see a signal on your phone.)

So, I was reassured --- WRONG. Here comes PROBLEM #3: BILLING.

My postpaid plan's unlimited text and calls for Globe. Under the impression I can use the service (because my phone already had a signal), I sent text messages all day and made calls to my family and friends. Lo and behold when I received my bill, my harmless 500 plan turned into almost two thousand pesos!!! I was shocked and I felt so mislead by the representative I've talked with. I was beside myself with anger and I called to complain on their hotline.

---- PROBLEM #4: RUDE REP ----

I got another "wonderful" representative (notice by sarcasm). I explained to her what happened and she told me, "Ma'am, bago niyo magamit ang plan, may text kayo na makukuha muna dapat. Kung hindi pa kayo nakakuha ng text, ibig sabihin hindi pa activated ang unlimited plan niyo at lahat ng mga text at tawag na ginawa niyo ay parang regular load ang katumbas sa gastos." (Ma'am, before you can use the unlimited service, a text message will be sent to you first for confirmation. If you haven't received it yet, this means that you have no unlimited service yet and that, all your texts and calls are charged with the standard rates.)

Well, now. The first representative I've talked with NEVER told me that. So I told the representative that it wasn't my fault because due to the first rep's negligence, I was misinformed. I've never used an unlimited service under a postpaid plan before so I had no idea how the processed worked. I asked that rep how it was done and he explained it and I was naive enough to believe him.

Okay, so back with our "wonderful" rep, she insisted I had to pay the said amount. I told her where in (forgive me for the word) God's name will I get the money to pay them? They told me I only had to pay 500 pesos! I was so upset and you know what the rep actually told me? "Ma'am, choppy po, hindi ko kayo marinig. Hello? Hello? Hello Ma'am?" (Ma'am, I can't hear you. Hello? Hello? Hello Ma'am?)
I told her, "May problem ba system niyo?" (Is there a problem with your system?)
She replied, "Wala po." (No.)
She might have wanted to imply that the problem lies with me. Then she started with the "Hello? Hello?" again and it pissed me off. I told her, "get me your supervisor."
Suddenly, the "signal" becomes clear for her: "Wala kaming supervisor." (We have no supervisor.)
Figures. That's why she can act so arrogant.
And every time I was quietly thinking about my options, she would constantly ask, "Is there anything else I can help you with?", "Anything else, Ma'am?", "Do you need any further assistance?"
I wanted to tell her, you NEVER helped me in the first place!

But instead, I hung up on her.

The next rep I got, bless her, resolved my issue and didn't charge me the two thousand pesos. She even apologized and felt sorry that I had to go through such an unpleasant experience. So I had hope again for Globe... that maybe, I just got unlucky and got some reps who lacked proper training and courtesy.

*sigh* someone was always eager to prove me wrong.

After a couple of months, a BlackBerry promo became available to Globe. The offer was 999 for unlimited BlackBerry Surf, two freebies and 400 pesos consumable with a free BB Curve 8520 and a two-year contract. It was an awesome deal and I was excited to get it. I saw the deal on the website and noticed you had to apply online to get it. But I'm already an existing customer, so I called instead.

---- PROBLEM #5: DISHONEST and RUDE (again) REPS ----

I called and inquired about how the process of changing plans happen and when is the right time for me to change the plan without ruining the billing cycle. Since I have no contract, I'm free to change to any plan without a pre-termination fee. She told me, "You can change your plan on your cut-off date." Okay then so I thought about it for a few days before completely deciding I want the plan.

I called again. Now, this rep told me a different process. He said I can change my plan three days BEFORE and AFTER my cut-off date but NOT on the cut-off date itself. He can't explain why, just kept telling me so there would be no issues with the cycle. I told him what the previous rep told me and he insisted that that wasn't their process. So, okay, that got me stopped again.

I gave it a last try (and regretted it). This rep told me I can change my plan FOUR days before and after my cut-off date. Okay, this one's closer to what the last rep told me except that for him, it's four days, not three. But I was still doubtful (who wouldn't be?) So, sighing, I told him in a calm and exhausted manner, "is this really true? I mean, I've talked with a couple of reps already and they keep telling me different things."

You know what the rep answered? "Ma'am, kung gusto mo, ibaba mo po yung phone tapos dial kayo ng hotline ulit and kumausap kayo ng ibang rep." (Ma'am, you can put down the phone and dial the hotline again to get a different rep if you want.)

Wow. I was shocked at the plain rudeness and sarcastic tone of this rep. I didn't get pissed off and I didn't shout. I just told him calmly, "is that the solution you tell your customers to do when they're in doubt and looking for reassurances from you?"

He attempted to explain but it came out poorly. "Hindi naman po sa gano'n, kaya lang kung hindi kayo naniniwala sa akin, pwede po naman kayo tumawag ulit at kumuha ng ibang rep para makausap ninyo." (That's not what I was trying to imply; but if you don't believe me, you are welcome to call the hotline again and get a different rep to talk to you.)

I told him, "you think that makes your customers feel any better? Good bye."

The phone reps are mostly a pool of incompetent, lazy and sarcastic bunch of people hired to catch customers that have constant issues with the service. That was the impression they're giving me. At some point, I gave them a chance to prove me wrong. I called after a couple of days before my cut-off date to request a change of plan. Sigh... disappointed yet again. I'm starting to feel numb at their constant misinformation and their "generic" attitude. Some of them talk like they have no feelings, no sympathy, no empathy and no concern for their customers... It's no better than talking to a machine or a wall.

Now, this rep insisted that they do not have such a plan for Globe (BlackBerry promo). She basically insisted that it does not EXIST. I told her it was on their official website and I asked her to check it for herself. She said their system does not allow for it. I told her, then get your supervisor to check it. She said she did and they both insisted THE PROMO DOES NOT EXIST. Pissed off again, I told her: if you really went to the website in the first place, you would have seen it immediately because I am looking at it from my laptop as I am talking to you. I also mentioned they were both liars and completely lazy to do their jobs right then I hung up.
......No, I didn't; I wish I did. But what happened was I just hung up on them after telling them they really didn't check because I'm looking right at the website and said offer.

Okay, so at this point, I'm no longer trusting the phone reps.

I went directly to the Business Center in SM Megamall. Wow, the process didn't even take 30 minutes to complete. I confirmed the plan I wanted, signed the two-year contract, got the phone and off I go.

Consistent Lesson to be Learned: go to the Business Center. The people there actually KNOW what they're doing and they KNOW what the CUSTOMERS are talking about.

During the two years of using the plan, I've never had any issues. Mainly because I didn't see a need to talk to reps again. But at second year of my contract, well, let's just say that someone is always eager to prove me wrong. Again.

---- PROBLEM #6: BILLING (again) ----

When I started my BB plan, they had charged me a deposit of 999, informing me it was an advance payment and it will be credited back to my next bill.

I bet you know what I'm about to type next... Surprise! No credits were rolled back! At all! For two whole freakin' years!

Countless tickets made and I threw the numbers away or deleted the messages containing the ticket numbers. To this day, I never received my deposit back. I even had to pay another 999 pesos because of a mix-up. I received a bill wherein I wasn't charged; it just displayed 0 pesos due and ironically, it was my 24th bill for my BB plan (two-year mark), so I thought they finally returned my deposit.

WRONG --- yet again. Turns out, the system credited a 999 payment two times so it equaled to 1,998 pesos instead of 999 only. Not my fault, but then again, Globe would always MAKE SURE that I was somehow ACCOUNTABLE for every mistake their representatives make out of my service.

I asked them to give me my deposit back and another ticket number was made but NO DEPOSIT. NO Follow-up. NOTHING. ZERO. ZILCH.

I still have one recent issue I'm trying to get through right now: my contract. But I won't write about it completely yet. When there's a result (whether positive or negative), I'll write about it.

From all these problems I've faced and problems other people have experienced as well, a question comes into mind of every Globe subscriber: Does Globe Telecom Really Value Their Customers?

At this moment: my answer has always been NO.

And it still IS.

Have a good day!

Monday, August 26, 2013

John

Sometimes God will do mysterious things in your life. He would almost always give you what you ask for, at the right place, at the right time. He can also take some things away, without us fully understanding as to why He would do it.

Today, I lost a very dear friend. The irony is that he was born on this same day and that God also decided to finally give him peace at this moment.

Though, he wasn't only a dear friend. He was also my team leader at work however he didn't treat me like a regular agent. He treated our team like his own children. Hence, we called him our 'Nanay' or Mother. He was gay and proud of it; we loved him for it.

He was unlike any Team Leader I've ever had. He never made us feel like we have to go to work. It was like just going to your second home. He made us laugh, cry and we felt loved and supported by him. He was a truly amazing person.

I am a person who's constantly suffering from low self-esteem; he pointed that out to me once but after that, he never, ever made me feel insecure about it. He was always supportive, and gentle. His concern and love does not only stay in the office, it extends even if me and my teammates are at home. He would constantly ask about our families and well-being. If we go through some problems in life, he would be there for us and would worry about us. He was always there to make us smile. He was very sweet. Those are the things that I will miss most about him.

I'm glad I was still able to visit him in the ICU before he passed on. I'm glad I was able to tell him constantly that we loved him and that we constantly prayed for him. Somewhere at the back of my mind, even if I didn't want to admit it, I knew he would be leaving us. But I didn't expect that he would be leaving us at the very tender age of 27. The news broke my heart. I have lost a lot of important people in my life and they're all relatives. This is the first time I've lost someone dear to me who's not of my blood.

Thank you, John, for supporting me. For the love, concern, and wonderful sense of humor you always shared, thank you. I cannot begin to explain how you've changed a part of me and I know it will never be the same without you. I will miss your constant text messages, your random emails telling me to keep smiling and to keep being positive. I will miss your singing and 'mini concerts' at the office. I will never forget how you've encouraged me to do things I didn't think would be possible for me to do. You have been the best Team Leader I knew and loved. I will keep the things you've taught me always.

I'm grateful that you are finally with God and that your long suffering has finally come to its end. It's hard to let you go, so much... but I know you are at a better place, in Heaven.

I dedicate this blog entry to you and your loving spirit.

Monday, August 12, 2013

Jailbreak iOS 6.1.3 using Redsn0w (tethered)

Okay, for the people who haven't found a true jailbreak (JB) method for iOS 6.1.3., I found one for you!

It's your lucky day if your device is either an iPhone 4, iPhone 3GS or an iPod Touch 4G. These are the current devices that can support the JB for iOS 6.1.3.

For detailed instructions, please click here.

Notes: the tutorial provided is not made by me; if you have any questions regarding the JB, please redirect it to the website I shared. I'm pretty sure they can help you. And, of course, like with every JB, make a backup first! Good luck!

Sunday, August 11, 2013

Globe Telecom - Hire competent & responsible people

I have always liked Globe Telecom. Because of the signal and service, it works great.

But in every great thing, there's always something there to ruin it. In Globe's case, the people they hire through Twitter and telephone lack training on how to handle and understand irate customers. If they can't handle that then why work there?

Not everyone can be pleased and there will be complaints after complaints. What customers need from you is an apology and a willingness to take action and help. Patience can only be stretched for so long and it will break eventually.

I have been constantly misinformed by Globe's Customer Service Reps via telephone and now, via Twitter. I make plans based on the information they give me. I like to change my postpaid services usually and I always do that in advance. I rely on them to make sure to provide me with accurate information. I even asked up to two CS Reps before I proceed with something. But then, issues with billing and contracts got the best of me and honestly, I no longer have any ounce of patience to give.

I'm ranting on my Twitter right now with their account (@talk2Globe) tagged and it's like I hear crickets; they don't acknowledge the blunder they did nor did they even apologize for it. What's more, they use their 'general account' and not 'specific' Reps from Globe to respond to me and tell me nonchalantly that my contract ends on 09/29/13. I asked two reps (two months ago) when my contract will end. They both told me it's 08/29/13. WTH! After freaking TWO MONTHS, when I'm already requesting to change my existing plan by the end of the month did they decide to tell me that my contract ends on freaking 09/29/13!

Yes, I'm definitely pissed off! Pissed off at the Customer Service; Globe seems to like hiring people who actually do not have a sense of conscience, empathy, responsibility as well as INTEGRITY.

I was so, so grateful in the past; their CS was great with simple issues but when the bill, service or contract is involved, they seem to plummet suddenly.

I can understand their constant stress because I have also worked as a CS Rep but come on, even my patience can only be stretched so far. Getting disrespected and ignored is simply not right. Understand that any customer will get angry when they are ignored and when their needs are never acknowledged. Action is always important to them and as Reps, it's your responsibility to help customers whether they're irate or not.

Customers RELY on YOU to take care of their accounts and to resolve their issues. Please show some sympathy and empathy. Have some heart, respect and integrity. I know there's no perfect service however, you can strive for it by doing your job properly. Globe thought you were competent, prove that you are.

Do you want to hear people say: this rep named ***** ruined my account, this rep, *****, lied to me or this ***** who's a rep was extremely rude. Yes, people might not know your real name but can you stand the thought of knowing that behind your back people are telling you to drop dead? Oh, yes, there are customers like that.

Please don't just do your job to receive pay. Do it with care. If you believe in karma, then you should know what you do unto others will also be done unto you.

CocoLife Insurance

I just finished watching the news regarding Insurance scams here in the Philippines and it really took me back to the time when I was almost scammed out of my money as well.

The Insurance was called CocoLife. Beware of this company.

I have little to no experience at all when it comes to insurance companies. My parents would just simply warn me not to entertain any person offering insurance. Bottom line: most of them are scams. Never knew why before but I had to find out the hard way. Oh, they weren't able to take anything from me but they did took two and a half hours of my time.

First thing you should know: they are experts at what they do. They will tell you anything to convince you. While some of their policies may look real to you, they are made for the company's own benefit, never yours. They are trained how to handle objections from different types of people; from students to simple orderlies, they know how to talk to you.

How do you handle this? Think beyond what they're saying. For every benefit they claim you will receive, there is a 'string attached' to it. Never believe what they say especially when they tell you that there's no disadvantage for you, that the company will always want what's best for their customer. That's bullsh*t. If they did want what was best for their customer, they wouldn't be in that business. Everything's a give-and-take relationship and it should be equal, not one-sided.

An agent called Kate tried to convince me and I was indeed convinced at first but I insisted I wanted to consult this with my parents first. You know what she did? She told me I was a grown-up; I should be able to make my own decisions. That doing this before telling my parents will benefit them as much as it benefits me. That I would be making my parents proud of me acting like a grown-up.

You know what I see? I saw someone coaxing a two year old child to drink bitter medicine. That's how she treated me. Okay, honestly, it might sound flattering for other people but some can find it insulting. I told her I respect my parents and that even though I can decide what's best for me, I do not make decisions behind their backs especially on something that will involve money. I work hard to earn money; we all do so we know the value of it. I can't just easily say 'yes' and give it away like it's nothing.

Second thing you will notice: they are walking advertisements. Okay, I may not wholly clear on that. What I meant was they know how to say it and the right time to say it. They will make sure you will fall for their program. Everything you do, from your answers to your gestures; they will use it against you. The moment they spot hesitation, they will go for it. Kate was like a tape; every time I said 'no', she would rewind back and start over with her advertisement. Like a robot. She has no respect.

The sad thing is, some of them have successfully convinced some people. Kate even showed me a couple of receipts from hardworking people. One gave Kate all of her savings. Another gave Kate 8,000php. That is a lot of money; it can pay for several bills, food and house rent. They are people who work abroad, away from their own families just to give a better future for their children.

They will tend to tell you that you can start the account with any amount of money you may have (Kate told me: 'kahit barya lang po, pwede na ma'am.' That's a lie; her 'barya' is actually 4,000php.) In reality, your contribution will tend to depend on your age and true insurance companies will tell you that you will not receive money from them for as long as you live; there will be limits. Kate was saying the opposite.

You have to be solid in your decision. Even if it will look rude or harsh, you have to say NO. Agents who scam like this lack transparency, meaning they will not tell you the whole ugly truth. Also, they can become rude to you. Kate is a very sarcastic agent. When we were already talking for almost two hours, she went to the point when she told me: 'this offer is only good today so let's not waste each other's time' ('ngayong lang itong offer na 'to kaya 'wag mo na sayangin ang oras mo at oras ko') and asked me to sign a form that states I am giving them authorization to actually debit money from my bank account ('pirmahan mo na 'to para makapagstart ka na'). I smiled sweetly and told her: 'no, I don't want you to debit money from my account. Even if the offer expires today, it's fine.' ('ayoko po pirmahan yan, ayoko kumuha kayo ng pera sa account ko. Kahit matapos na ang offer, okay lang.')

As we part ways, she told me sarcastically: "God bless you, ma'am." Like somehow she went to some lengths as to use God and guilt-trip me. Shame on her.

Friday, August 9, 2013

Jailbreaking iOS 6.1.3.

I've been looking for the past few days if there was any possible way of jailbreaking my iPhone 4S (6.1.3.)

So far, no luck. Either they are fake or they are paid jailbreaks. The confusing part is some websites tell people 6.1.3 can be jailbroken while others do not.

While I'm unable to confirm if the claims to being able to jailbreak 6.1.3 are real, I found some information regarding fake ones you should be cautious of trying or you shouldn't be trying. Of course, these are already spread out there on the net but nonetheless, for the people who don't know yet, this is for you.

OPENAPPMKT
- A lot of YouTube videos are circulating online based on this app. It states that it is possible to get Cydia without jailbreaking by using openappmkt.
- I have read multiple comments about this and they are mixed.
1. It has worked before.
2. Now, it does NOT. (Important point here.)
3. While the tutorials shown to you would indeed show you that you can get Cydia, it's all fakes. Openappmkt shows multiple Cydia apps (both free and paid) and there is no guarantee that you will receive the real Cydia app. The apps shown will either brick your iPhone/iPad/iPod or it will perform a jailbreak. Again, you will have no idea what it does until you do it.
4. Another way you can tell it's a fake is that some videos use an iPhone/iPod that's already jailbroken.
5. Most of the tutorials do not show you them opening Cydia at all. The videos will only be up to the part where they download a fake Cydia. If they do show you that they were able to access Cydia, their iPhone/iPod/iPad's already jailbroken.

So, some of you might say number four's a bit unclear. The great thing about jailbroken iPhones/iPods/iPads is that you can tweak their interface; the way the app moves, the way it's organize, you can even change the look on your keyboard... there are many possibilities.

The main thing you have to remember is: Apple does not allow such a thing. There is only one way for apps to move and that's straight left or right. No swivel, no twist, plain keyboard... one word: boring.

WEBSITES
- There are so many websites telling you they are legitimate; they are real and that, they can jailbreak iOS 6.1.3 101%. Some are even saying their program's free to download.

I say: bleh. One thing you'll notice for the free programs that claim it can jailbreak iOS 6.1.3 is that before you actually reach the program, you'll get a lot of surveys that you need to complete. Some you even have to pay. Some you have to register your phone. And even then, you'll never be able to get the program because at the last step, they'll tell you to buy something and do a 'free trial' or your money back.

My best advice here is: ALWAYS READ. READ. READ. READ. Don't be satisfied with one or two comments and/or videos. There's Google; it's your friend. Search. Unless a hundred or thousands of people say it can be trusted, don't try it. Until you understand every nook and cranny of the procedure and program, don't use it.

If you have something good to add or if you have a more update information as to possible jailbreaks with iOS 6.1.3, don't hesitate to leave a comment. Help others go the right way; be the blessing.

Lastly, just something to add, I have very little to no patience when it comes to people who post comments advertising programs and telling others they are ''real". I will find that out myself and if I find that your so-called program is a fake or a scam, well... that's my little secret.

Notes: the information I've provided are all based on my search online via Google. Some are based to a little bit of common sense but most are done through lots and lots of reading.