I already posted my issue in this thread. My account with Globe was activated last Oct 5, 2011. Initially installed Oct 3 but no service yet so tech came back oct 5 to activate my account and tried to set up the dsl.
I am updating my post to a more detailed version, this is what I sent to NTC yesterday morning. Sorry, medyo mahaba.
I would like to file a complaint against Globe Telecom for their DSL / Landline service for a number of reasons:
1. Faulty service for both Landline and DSL since installation date (October 5, 2011) , No Internet Connection, Landline incoming call not working, then lost its dial tone
2. Very poor customer service and system
3. Billing customers for No Service
4. Mishandling / Abandoning customer problem
5. Improper documentation
6. Inaccurate / False informationHere's the story:
Installation date was Oct 5, 2011. Internet works during that time but Landline incoming call is not working so he said he will come back to fix it but never did. We didn't sign the job order sheet because the service is not yet working properly.
But later that afternoon, when we check the DSL, it's not working anymore, we got "PPPOE authentication failed". Reported the problem last October 6, 2011 for no internet and landline problem. Whenever I call, they can't entertain it because they always ask me to call back after 15 mins then they will tell you to call after 2 hrs then 5 hrs...and so on. This happened a couple of times already. Once I was able to get hold of their support person, I reported the technician who didn't come back to fix our landline service. And what's more frustrating was, the CSR told me that their record indicates that the service has been installed and working properly. I asked "where did you get that from...saan niyo na based yang info na yan?, we didn't sign the job order sheet so the job order should still be open" CSR said,it came from their technical support group. So I guess the technician coordinates with the tech group then tell them whatever he wants to say and the technical team will consider it true, even it's not. So the job order sheet is a useless sheet after all, it doesn't prove anything.
I also reported the DSL problem. They generated a report and schedule a technician for an onsite visit but it didn't happen. They informed me that there's a network activity (network cabinet fix) going on in my area that's why the onsite visit has been cancelled. I will be getting a call once it has been restored. October 10
I got a voice recorded message on my cellphone informing that the network in my area has been restored but when I check it, still I have no landline and internet. I was only able to take note of the ticket number during my follow up call last October 10 to report my internet and landline problem. I had Joy on the other line to assist me. I filed the days I don't have service so I can get a deduction from my bill. I filed October 5 - October 10 as no service days. During this call, they informed me about my bill: P500 installation fee, P2295 as advance payment for October 6 to Nov 5 service and an additional P66.10 for service usage last October 5, 2011 due on Oct 26, 2011. She informed me that my next bill will be on December because of the advance payment.
Then proceeded to discuss my service problem. She informed me that according to their system, there's still a network issue in my area. So I was asking how come I got a message informing me that everything is good? So again, she generated a report and informed me that a technician will come over the next day to fix the problem but no one came. Again, same excuse, there's still a network activity going on in my area and I will be getting a call (it's actually just a voice recorded call) once it has been restored and a technician will call me to schedule an onsite visit.
After waiting for 4 days, Alas, still no service, no onsite technician, no updates from Globe support. It's like it's always my obligation to check back with them.October 14
I again filed the days I have no internet (from October 10 - October 14) but this support person is now telling me that I can only file it once the second bill is available. He said I will get my next bill on November. But the previous CSR told me that I won't get any bill on November? So I got frustrated because these people are confusing me and not giving me accurate information. I will be billed on November for Nov 6 to Dec 5 cut off. Then December for Dec 6 to Jan 5 cut off. I also complain why I can't file my "no internet days" while the previous staff was able to file it for me. They can't answer me clearly, all they keep saying is "That's the correct process mam, we can only file it once we can view the 2nd bill and the adjustment will only reflect on your third bill".
After a long discussion about the bill, I am again ranting about my internet and landline problem and how come no one's fixing it. As usual, they will send a technician to check the so called network cabinet and they will call me to schedule an onsite check. I just let the days past, I got tired of following up with them because of no help, I feel that they're abandoning my problem, no one ever updated me of any progress about the cabinet thingy.October 17
I got in the mood and called again to follow up and complain why no one is calling to update me. According to their records, it says "the customer is uncontacted" means
no one is answering when they called my number. I didn't believe this because my cellphone is always open and there's no missed call from my history. But another version of excuse came from the technician himself. He said "Naplatan ako ng gulong kaya hindi ako nakapunta". He said he will visit us tomorrow, Oct 18. October 18
I called again because we've been waiting for the technician and no one came. Ms Aisha informed me that there's a problem with Globe network cabinet in my area and network restoration is currently ongoing. I asked them if I can close my account without any termination fee. They said that once they see that my area is not serviceable by Globe, they will not charge me for any termination fee. Okay, I was relieved but still, I badly need a fast internet and a working landline and I can't wait for more days for them to fix the problem. It's been almost 3 weeks already with no service from Globe.I even got an automatic text message after the call:
"Sir/Mam, there is an ongoing network issue in your area. Schedule onsite repair will be cancelled as our technical team is already working on the restoration of the service.
We apologize for the inconvenience. Rest assured that will inform you once service has been restored. Please keep your lines open." October 24
I called up and I've been complaining that no one is updating / calling me whether the network has been restored or not. According to the staff, the network has been fixed. Ok so how come they didn't inform me and no onsite visit again? I finally requested for a supervisor.
I talked to their supervisor. He said "I really apologized because upon checking nga sa mga job orders niyo, wala nga pong nag u-update or tumatawag" Okay, so they only
realized that now? Anyway, this supervisor assured me that they will take my issue as a 'Special Case'. So again, they will send a technician on October 26, Wednesday. We ended the call.
Then I called again (same day) because I forgot to tell them that I have an ultimatum. I want to tell them that I want it fixed this week or else considered my area as un-serviceable and close my account.But I wasn't able to talk to the same supervisor again so I talked to their acting supervisor named Sheila. Here's how it went:
Conversation with Sup this afternoon, October 24, 2011. (important part only)
Me: "So what time?"
Sup: "Mam, between 1 to 8pm po yung visit ng technician, bali they need to check the cabinet first and they will call you to schedule an onsite check"
Me: "What!??" Cabinet na naman? Kung kelan lang on-going yung network restoration niyo eh, kakasabi lang sa akin kanina na na restore na pala at na fix na yung cabinet so bakit Cabinet kyo ng Cabinet ha? Bakit paulit ulit tayo sa Cabinet at di kayo magpadala ng technician dito mismo imbis na puro Cabinet ang fini-fix nyo?!!"
Sup: "I understand, Yun po kasi ang process ma check muna yung cabinet."
Me: Kaka check nga lang nga ng cabinet eh! Ang point kasi bakit walang onsite check after the cabinet?, Ok? Naiintindihan mo ba ako ha?
Sup: "Sige po, s-schedule ko na lang ang onsite check mismo"
Me: "Until this week lang ito, if you can't fix this, please consider my area as "not serviceable by globe" and close my account!"
Sup: "May termination fee ho eh kasi within the lock in period yung pag request"
Me: "Eh bakit? Hindi naman na install ng maayos yung service, It never worked! Since the day it was installed, walang service, wala kaming nakuha!l...wala! "
Me: "According sa isang nakausap ko, if hindi serviceable ang area, they will close my account without any fee"
Sup: "Serviceable naman yung area niyo kasi po merong coverage ang globe sa area niyo. Kapag unserviceable, ibig sabihen hindi pwedeng ma-install yung service.
Me: "Sige nga define "Serviceable"
Sup: Ibig sabihin po, may facility po ang Globe sa area niyo to allow you to connect to their service
Me: "So nakakapag connect ba ako?, ano?"
Sup: "I apologize po, yun nga hindi po kayo makapag connect. Yung technician na lang po makakapag sabi kung ano yung problema talaga para malaman natin kung ano dahilan bakit hindi kayo nakakapag connect"
I don't want to deal with these people anymore. Since October 5, they never sent me any onsite technician, it's always been the legendary cabinet that they want to check and when it's fixed, no one will update me, no onsite technician so every time I call, we need to go back to Step 1 which is to Check The Cabinet...We're just just going around in circles.
They sent me the bill, they're also requesting me for 2 months equivalent (2295 x 2 + 5000) termination fee if I want to close my account which is not fair at all. They gave me so much stress and wasted too much of my time. Even if they can fix my DSL and landline if ever they come tomorrow (Oct 26), I am worried that once I experience another problem with them, I would have to go through all these process over and over again. I can't rely on a DSL service that goes down for almost a month or even longer. You can see how they abandon a customer problem just like that. They seem to be following a script and written process that they can no longer think on their own. They even locked me for 24 months while I only indicated 1 year lock in period in my application form. They admitted that it was a mistake. I reported this earlier around October 4 and talked to their supervisor but the last time I checked with them, it's still at 24 months lock in.
Even if they can make it work tomorrow, I still want them to close my account because their service is very unreliable and customer support is very poor, they abandon customer problems which is not good. I feel that I am talking to a robot whenever I talk to them. They need to close my account and not charge me for anything because the installation is unsuccessful and the service never worked!