Update: I stumbled on an article by Winnie Monsod. She uses the word “horror” in her article’s title to describe the kind of customer service that Globe has. To think she has even gone as high up as texting JAZA and Ernesto Cu, Globe’s president. This was just in December and had appeared in a national daily. So I am not overreacting after all.
I cannot begin to even describe how bad Globe’s customer service is. Many of their customers, despite the bad service, continue using Globe because they’ve been used to it for the longest time. I did not write this rant just because I want to campaign for the company’s downfall. It will not do us subscribers any good.
I wrote this because I want their management to realize what they have been missing. I want them to know the awful truth about their customer service which can be so stressful, instead of being helpful. I wore the headset for three years and I know how it feels like when all you do in a day is process and receive complaints. Though people in Globe management might defend their customer service team and day some of these complaints are invalid and unreasonable, but there are just so many people complaining already that some have gone to lengths to actually rally the rest of the populace to boycott Globe. Just google the words “Globe sucks” and a bevy of hateful blog posts and forum rants will appear until page 10 and beyond.
To Globe management, I plead with you. Give your subscribers some value and respect. Don’t be choosy with the subscribers you want to serve. Para kayong Gobyerno and yet the government has dramatically improved. I don’t even think now that you can compare yourself with what used to be corrupt and evil. Go to LTO, DFA, and even Makati City Hall, WALA NA SILANG FIXER! And yet here is a multi million peso corporation, part of a very respected conglomerate with a very rich history, who is playing favorites with their customers? Pag VIP, maganda service, pero pag empleyado hindi, kahit na pareho lang sila ng plan?
Number one you need to improve is your S-E-R-V-I-C-E!!!! Personally, even if the connection can be wonky at times, I will continue to be loyal to a product because I am treated well. I dread the moment when I have to speak to your customer service people because I know I will have another headache. I woo-sahhh many times before picking up the phone and calling your customer support because I know I will encounter another burnt-out customer service kid on the other line just dying to put the phone down and go home.
I was surprised at the high number of online rants about Globe. In my facebook page, a PR person (yes, someone who is paid not to rant) actually wrote a rant on her wall without fear of a reprimand. That is how upset your customer service has made her. I’ve always wondered why in hell can’t your CS people get these requests right the first time? Bakit paulit-ulit ang mga pagkakamali na sana simple lang naman gawin, considering na yun ang trabaho nila, magprocess ng requests like activation of this and that feature, magbigay kung magkano ang bill, magbigay ng sagot sa mga simpleng tanong. You pay people for this, but every time I call I will ALWAYS encounter this one guy or girl who will pretend not to hear me, will speak very fast and then hang up. Sometimes it is in the way that information is being given that will make a person feel good about the call, never mind if you just blew the caller off by citing policy or using jargon.
I recommend you funnel investments away from marketing and promotions to getting serious customer service people. Invest a little more in your service, your ads are already good but we are getting tired of it. Remember the J.Co example? I hardly saw any ads on trimedia but the testimonials of friends and neighbors were more than enough to convince me to fall in line for two hours to buy a box of uber-sweet doughnuts. And I’m diabetic!
Let the product speak for itself. Huwag nyo tabunan ng kabaklaang awards or celebrity endorsers. In the end, people will always believe their friends and family more than Raymond Gutierrez or Georgina Wilson. For all we know, they could actually be using Smart.
Hassle for us to switch. I have been a Smart subscriber from 2001 to 2011 and I must say, their customer service NEVER made me as upset as yours does. I lost the lines at the same time I lost my marriage, but that’s a different matter. You see, I am with Globe now because I have no choice. Don’t make me regret that I have put up with the crappy service since June 2011. Ipahiya nyo ko and all the other bloggers for writing rants. Improve your customer service and make our stay with you as pleasant as possible. Maawa naman kayo, nagbabayad naman kami.