I've been inactive for three months. Mostly because I had to work out some things with my life and work. Eventually, I forgot to update what had happened with my Globe Postpaid Plan change.
Surprisingly, with all things considered, it went well. No overcharges. No activation delays. No big issues. It gave me hope to continue using Globe Telecom. Hopefully, they will continue to deliver.
Throughout my experience with Globe Telecom, I've learned three main things:
1. Not all representatives give you the right information. I'm sure most of us, users, realize this. The reps you've talked with won't always give you the correct information. Chances are, some of them are even lazy to go about it. Because reps are people too. By that, I mean they have a tendency to be selfish and want to do easy tasks that requires minimal attention. I know; I've worked at a call center before and I've had co-workers who even boast how they've lied to their customers. Of course, some accounts are stricter than others and eventually, some of them have been terminated by the clients. Simply put: it is also your responsibility to make sure what they tell you is correct. How, you ask? Globe has a community online; different people contribute to this and you can find more answers or confirmation there.
2. Never be afraid of asking 'how', 'when', and 'why'. Questions and concerns are important. They help us further understand our plans and contracts as well as services. Don't be intimidated to talk with reps who look arrogant or reps who look like they're not approachable. 'How' does this plan work? 'When' am I charged? 'Why' is this cheaper than what you've offered me? It is your privilege as a customer to ask questions and it is their responsibility to clear your concerns for you.
3. Tickets and reference numbers are always done. When you request a change of plan, a ticket is made. When you have issues with your signal/phone, a ticket is made. When you have a complaint, a ticket is made. Basically, reps consistently make reports regarding their customers concern and it is their job to give those reference numbers to you. My advice is: Do Not Refuse It. A ticket is the sole proof that your issue exists and that you have promptly reported it to their company. If any delay or further problems arise, reference numbers are used to check the progress of a certain issue so far. It is important that your rep gives you this when he/she tells you they will be writing a report about it. Some reps may tell you they will just send you a text message with the reference number but in my opinion, you should wait on it instead. Even if they tell you that it takes 3 or 5 or even 10 minutes to finish. Because some reps tend to neglect their duties and never write the report. It will never hurt to make sure of things and you usually have nothing to lose. Well, maybe except your money if it's a billing issue or service if it's a network issue.
I hope this information will help you if you are new to postpaid plans and if it does help, please don't hesitate to share it with others as well.
Have a good night!
Showing posts with label @talk2GLOBE. Show all posts
Showing posts with label @talk2GLOBE. Show all posts
Saturday, November 30, 2013
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!
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!
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.
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.
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