It was such a simple thing. According to its website, Globe Telecom is offering an iPhone plan for P1599 per month. All I wanted to know was if there was any additional cash out. Considering my bad experiences with customer service over the phone, I opted for the Globe Chat Assist. The session took 12 minutes. Here is the entire transcript. The only thing I’m leaving out is my mobile number.
Welcome to Globe Chat Assist. Your chat session will begin shortly. Feel free to begin typing your question.
You are now chatting with Reggie
Reggie: Hi! how can I help you today?
Connie: Hi I’m interested in the iphone postpaid 1599
Reggie: I would be glad to assist you with your concern but before we proceed can I ask first for your full name, mobile number, and e-mail add please?
Connie: Connie Veneracion
Connie: 0920xxxxxxx
Connie: i@sassylawyer.com
Connie: So, about the iphone 3Gs
Connie: 1599 / month for 2 years and no more cash out?
Reggie: Thank you for that information
Connie: So I was asking about the iphone postpaid plan
Reggie: Let me check if the Plan is still available ma’am
Connie: ok
Connie: Hello?
Reggie: Thank you for patiently waiting
Connie: so…
Reggie: Currently we have 3 Iphones available for this Plan
Connie: And they are?
Connie: Hello, can we do this a little faster?
Reggie: Iphone 8GB 3G, Iphone 16GB 3Gs, and Iphone 32GB 3Gs
Connie: If you were paying attention to what I have posted, I already said I was interested in the iPhone 3Gs
Connie: In particular, the 1599 postpaid plan
Connie: You said you’d check if it’s still available. So, is it?
Reggie: would that be 16BG or 32GB 3Gs ma’am?
Connie: 16GB
Connie: Oh, come on, it’s a simple question. We’ve been here for almost 10 minutes already.
Reggie: Okay, there is a cashout at P12,850 ma’am
Connie: Ok. Thank you for THAT information. Good day.
How difficult was that, anyway? And this Reggie had to make me wait several times. Customer service sucks. Whether it is PLDT, Smart or Globe.
ouch! i work in a customer service environment. if that were my agent, i’d have written him up already for poor service. sorry about your experience.
I would actually die of shock if I were to hear/read about great customer service from a corporation in the Phils.
Meralco actually does a good job helping with out billing issues last month. They were very frank with giving me directions on which office to go to, and who to look for.
Outages I can live without, but at least their CSR didn’t hesitate to tell me how long the outage may take, or if they have techs onsite to repair the problem. They didn’t lead me around in circles.
…should I get the defribilator?
Yep, Meralco customer service has gotten really better over the past few years. They even text me the status of my complaint.
We’re a globe subscriber (phone and internet) and I would say that although we pay lower compared to other providers same product, the service we get is just worth what’s on our monthly bill.
I’m curious with the chat support thing. I didn’t know that existed. Might try it the next time we have a problem on our phone. Which should not be very far from present.
oh i can relate! i’ve blown my top at CSRs a few times. latest was with BDO, who promised to deliver my renewed Rewards Card on time only for me to wait… and wait… for almost 3 months now and still counting. their latest excuse is that ‘may delay sa system.’ GRRRR. before that, pldt naman. i didn’t have internet for almost a week and i had to call maybe 20 times a day until someone finally came and fixed the connection.
CSRs of BDO are just plain rude I tell you. One time they called the ofc looking for me, but it was my restday thus the person should have hanged up. He kept calling as if pinagtataguan ko sya. Probably the person picking up the call got irritated and asked what’s the business of the call. The stupid csr said i have an unpaid debt. The next day I learned of the embarrassing scenario and called up BDO, for the record I have paid my card since I dont recieve my billings on time I paid what I thought I have used, I asked them how much my ‘debt’ was and they replied ‘mam fifty pesos’. &*($())&* fifty pesos kala mo tatakbuhan sila at pinahiya pa ko sa opisina???? Right there and then pinakansel ko card ko pero next billing d pa din nila kinansel. ang rason – me sobra daw akong one peso sa payment ko! hayyy… sakit sila sa bangs ha!
how timely. i also called Globe earlier. i was on the phone for maybe 10 minutes total, and was on hold for 8 minutes. she put me on hold for each question that i had. memorize ko na nga ata ang hold music nila. :p
i don’t think their service was always this bad though. I’ve been a globe subscriber for years. maybe they have a new bunch of recruits. =(
Sass, your post reminds me of the joke of somebody ordering a softdrink in a restaurant…
Wish it were a joke. Sheesh, the sheer exasperation…
Tita Connie, if I may make a suggestion, the lady clerks over at Globe’s Greenhills do a much better job with handling subscription woes.
Thanks for the tip. Right now… naku….
Reggie seems like a decent guy. What’s your problem?
No one says he isn’t decent. But decent is not the same as efficient. The fact that you don’t see the difference spells our YOUR problem.
I, for one, agree with Ms. Connie: in work-related situations, what matters is not how “decent” of a guy you are, but how well you function.
That crap about “being understanding” some people espouse (read: “Pasensya na, ok na”) does more harm than good. Ms. Connie–and people like us–may seem harsh, but think about it: a culture that loses its “bahala-na” mentality will be more efficient, and this small change of perspective will mean big things in terms of the general comfort of society.
Working for a better system–one where needs are met, and people’s time is not wasted–is more “decent” and compassionate than the self-indulgent “mapagpasensya” attitude some people have.
Just saw the lawyer family lineage. Explains everything.
Oh, how utterly simplistic.
I’ve experienced far worse with Globe’s Customer Service. It’s the reason why the queues are so long in their business centers, customers rarely get anything fixed over a phone call or their Chat assist.
I think the most helpful CSR I’ve encountered so far here in the Philippines is that of Citibank.
For a while there I thought you were chatting with a machine.
I’ve been a Globe subscriber for over a decade and my experience with their CS ranges from excellent to utterly disapointing. Once, a Globe employee at a service center treated me like crap (as in harapang pambabastos) I called their hotline to complain. In no time, his supervisor called me, listened to my story, investigated the employee, and after a week called me again to say that he was reprimanded, cc his 201 file.
Efficient customer service does NOT exist in the Philippines (yet). It seems no amount of preparatory seminars can remedy the utter lack of sensitivity of these people who are supposed to feel the pain of irate clients. Conclusion: Empathy and common sense are difficult to teach.
Puedeng maging ‘plastic’ temporarily, but in the long run, that will not survive the scrutiny of people like you and me. Since konti lang tayo, these bad practices are perpetuated.
VERY few exceptions: CitiBank (as mentioned by peasmom)and HSBC Premier
All the rest — they suck and will continue to be so! :-/
LOL, the Philippine president’s men (persons) are required to attend seminars on how to deal with media people.
Or should it be the other way around?
The etiquette, ethics, and protocols.
Much better kung may time stamps yung chat, Ms. Sassy.
Considering they do not have to smile, CSRs via phone, chat, etc should be extra efficient than those that do the service face-to-face. The energy that should have been put in smiling must go to quicker, on the point responses.
Kasalary range ba ng CSR na ganyan ung mga nasa call center? Kasi kung ganun ung salary range nila, ansakit sa nostrils.
I agree regarding the BDO CSRs. I was once offered to apply for a Mastercard so I said why not. They told me I only needed to wait a month, but I had called them after a month and all they told me was it was “being shipped”. They make it sound as if the card will come from overseas. I called them 2 more times over the 2 additional week delay and same line. Wew! I got tired, it arrived after 2 more weeks. Now their billing has a problem, the bills still go to my previous work address and I told them to send it to my home address but after a month it still had not changed.
Just to lighten up the day (or how I should say it) for those customer service on the phone and I’m talking on my funny experience. With a polite Indian call center-
Me:Hello, my mobile phone seems not be operating normally.
Call Center: Sir, please reset it.
Me: But I don’t have the password.
Call Center: The password is 6 0s. 000…
Me: Hold it. I’ll get a piece of paper to write it down…
Call Center:(chuckle)
LOL he is polite if all you got was a chuckle. hahaha
LOL also.
And there is a joke I read about a customer care -
Caller: You know my name, what’s yours?
CC: 4136 sir. (They’re allowed to give their assigned number and not their name.)
Caller: (Disappointed.) May I call you by your first digit?
CC: Sorry sir, that would be too personal.
BWAHAHAHAHA
hahahahahahaha…!
i love this one!
Globelines has a new excuse now, They have been telling me that they are working on my connection for the past 10 days and every time i call they say they are doing a facility repair in my area. And here is the big surprise, they have no idea when it will be finished.
Guess that different than the system restorations that last months bullshit they have been using the past few years.
I have been testing my connection by pinging sites and getting major packet loss sometimes 100% loss of information.
Sites like google or yahoo cant be found or take too long to respond or sometimes won’t load all the way. Speed tests stop midway thru due to packet loss. Now this problem has been getting worse everyday for the past 10 days, yesterday internet was unusable for about 18 hours.
Calling Globelines customer service is equally bad now, high volume of calls (probably alot of people with complaints about their service) even after midnight i still get the auto message they are having high volume of calls and then placed on hold for a half hour and have to listen to their ad’s about their new super service (haha). Now this is if you actually get thru and not get a busy signal for 3 hours like i did trying to call in the morning.
Having to dial for 3 hoursthen placed on hold for a half hour and have the cs reps tell me the same thing every day that they are working on my connection and it will be fixed as soon as possible for the past 10 days.
Seems to me 10 days is way longer then it should take to fix a customers internet connection. Globelines has some serious problems with their service lately, not sure if they don’t have the staff to service their customers or if the people they have are just incompetent.
If they can’t fix a connection in 10 days and if i believe the customer service reps who say their tech’s are working on it then i would have to guess that they need to hire some professionals to replace the clowns they currently employ.
The sad thing is the customer service rep’s will continue read that lame excuse for weeks and try to convince you that they are on the job haha…Almost forgot they even said my bill would be automatically adjusted due to the ongoing facility repair which is a lie ( i really don’t know if the cs reps really believe that stuff they tell us) But i know for a fact globelines won’t automatically rebate my money for poor service or i would never have to pay a full amount bill now would i ?
A sample of Globeline’s dsl quality after their techs work on your connection for 10 days
Results of ping test to globelines
http://www.globe.com.ph
203.177.23.57
Location:Philippines
Packets Sent:24
Packets Received:7
Packets Lost:17(70% loss)
Response time Minimum:62ms
Response time Maximum:63ms
Response time Average:62ms
============================
Great job Globelines
Globelines finally finished the facility repair as the internet started working on the July 13th. Ever since July 3rd to July 13th my internet problems have been the result of a facility repair according to Globelines customer service.
The problem is on July 16th at 1am started having the same problem with packet loss. Called customer service and they informed me that there was a facility repair going on in my area. I asked him when this facility repair started and he said July 15th. Apparently Globelines does not want to have to say that they are still doing a facility repair after 2 weeks so they just change the repair starting date.
Can’t fix it after 2 weeks no problem just tell the customers that the facility repair started yesterday. Apparently Globelines must think their customers are stupid.
Results of ping test after Globelines tech’s work on your connection for 13 days
July 16, 2010 2:15am
http://www.msn.com
65.55.17.25
Location:United States
Packets Sent:21
Packets Received:0
Packets Lost:21(100% loss)
Response time Minimum: N/A
Response time Maximum: N/A
Response time Average: N/A
It’s really disappointing that these customer service agents (chat, phone or business centers) are not trained enough to handle consumer’s transactions. One would think that standards are higher for big companies such as Globe but it seems that their service is just getting worse. I haven’t heard a good story yet since…geez, I don’t even remember.
The question remains…why do people go to Globe anyway, despite the bad service? Why still compromise?
GLOBE CHAT….GLOBE CUSTOMER SERVICE What is that??? My system was installed last OCTOBER 5 /09 and there hasn’t been a week where we have not had problems with GLOBE. For the last three week-ends there has been NO service at all. I have to go to my local WIFI store to get a connection on the ‘other’ system as GLOBE is down. Sure i get credit for the down time, but instead of using the cop-out ‘we will give you credit’ why not fix the service. The poor people stuck using the tattoo what a waste of time and money that is.
So today, Sunday July 25th, the GLOBE CHAT is offline, the GLOBE 24 HOUR HOTLINE is NETWORK FAILURE AND SEND THEM AN EMAIL it doesnt get answered. so please tell me what good are they. all the money they waste on advertising why not use it to fix your sysytem GLOBE. It’s seems that when Globe’s president Gerry Ablaza was running the show there wasnt all these problems. Maybe they should bring him back.
globe is only interested in our money not on their services, they are robbers
has anyone with a postpaid account experienced having their sms deactivated? my issue started last July 28 and is still ongoing up to now
according to the person i spoke with from Globe, it’s the first time that he encountered this issue with a post paid account. I have to call them everyday (at times 2 to 3 times a day) just to get my sms activated again and again and again and they can’t figure out why it’s hapening to my account!! What’s frustrating is they won’t waive the termination fee of PHP7500. I’m locked up with them until December because I applied for one of their promos before (auto load to another number which would be charged to my line) eventhough i’ve been a customer of globe for almost 5 years (if you add my first line, i’d have been their customer for more than 10 years, never missed a payment AND never availed of their rebates/ loyalty schemes). Since they can’t ‘fix’ my sms issue, all i’m requesting for from them is to waive the termination fee so that i can cancel my service with them asap. The people i’ve been talking to keep on saying that ‘they would forward my concern to whoever makes those kinds of decisions’ but it seems like my concern is getting nowhere!! Do they actually expect me to keep on calling them everyday until december so that i can get my sms activated (a service which is supposed to be provided because i’m paying 1200 friggin pesos or more a month for it).. sigh 
My latest encounter getting my connection fixed. Called on tuesday morning Aug 10th 2010 reported
no dsl signal, the call center employee apologized and told me their tech’s would fix the problem
as soon as possible.
Called Wed morning asked them when their tech’s were gonna start working on my connection, The
call center employee said a tech would come to my house sometime today Aug 11th. Waited all day no
tech showed up.
Called the 211 tech support call center Thursday morning and told them no one came on wed, the
call center employee apologized and said i would now have to wait 12 days for another on site
visit.I informed the call center employee that i would cancel my account before i wait a total of
16 days for someone from globeline to start working on my connection and that’s dependent on if
they even show up this time as scheduled.
Decided to stop wasting my time with the Globeline technical support hot line and went down to the
local office at 1pm. Talked to a rep about the problem and he made a phone call and told me a tech
would come to my house. A repair team showed up about 4pm and checked the telephone pole outside
and there was no signal which means the problem was between that pole and the facility box. The
tech informed me that they didn’t have a key to open the box so they would tell some other tech’s
to check the box on Friday.
Woke up Friday morning and my connection has been finally fixed.
To recap
Tues – no attempt to fix my connection
Wed – no attempt to fix my connection and a no show on the on-site visit.
Thurday – Repair crew shows up at 4pm not prepared or equipped to fix a internet connection.
Friday – Connection restored at around 9am.
It took Globelines 4 days to fix a internet connection that could have been fixed in 15 minutes. I
had to call numerous times which were a total waste of my time and had to go down to the local
office in person to get them to start working on the problem.
As a customer paying for a service i find this level of service unacceptable and globelines needs
major improvement in the way they service their existing accounts.
1. I don’t need a call center employee to tell me their tech’s will fix the reported problem when
in fact no one is working on it.
2. When a on-site visit is scheduled it would be nice if someone showed up.
3. Reporting a no show from Globelines on-site visit the next day and informed that since the tech
did not show up i now have to wait another 12 days for the next available tech is just retarded.
4. When a repair crew goes to fix a connection problem they should be prepared and equipped such
as having a key to open a box.
5. Globelines need to staff their tech support call center with people who are able to do more
than and generate reports, they should beable to make a phone call and resolve problems instead of
saying sorry our tech didn’t show up but now you have to wait 12 more days for the next available
tech.
6. I should not have to call numerous times to coordinate the repair efforts on my connection, I
should not have to make a on-site visit to the local Globelines office in order to get a 15 minute
repair job done. If i had not done these things Globelines technical support hot line employee’s
would have me waiting an additional 12 days on top of the 4 days i had already waited for another
on-site visit that they may not show up for again.
I would hope who ever is in charge at Globelines takes the time to improve the response to
reported problems someday as the process that Globelines currently employs appears dysfunctional
and broken in it’s current state.
———————————————————————-
Update…
Thought it was fixed on friday morning but turns out even tho i can now connect to the internet i
am getting around 30% of the speed i am supposed to get. My 3mb dsl connection wont speed test
faster than 0.7 – 0.8. When i first got it hooked up i speed tested the line and got 3.2 to 3.4.
Called Globelines about it and was informed of a area wide network problem and was told the
internet was down in my area. I informed them that i could connect but it was less than 1mb
download speed.
They said a tech would look into it, Saturday afternoon a tech shows up and tries a different
modem which made no difference and then left. While he was here he said there was a major upgrade
going on somewhere.
Getting problems now where i can’t connect to most sites like google, yahoo, etc…Still
connecting to some sites tho.
Sunday morning, can’t connect to most sites altho i can connect to some.
Called repair people again. They said they will try and send someone out later today.
Sunday afternoon and i can connect to most sites but still only getting 30% of the speed.
To recap…
First report problems to Globelines on Tuesday Aug 10, 2010 its now Sunday Aug 15th and still not
fixed.
Globelines has alot of excuses but i really can’t understand why a major telecom like Globelines
needs weeks to fix a internet connection.
I have been a loyal globe subscriber since year 2000 when prepaid cellphones were just starting to make their way into the Philippine market. I never had any problem until now. Globe launched its new promo myglobe my rewards where all globe subscribers will be given points each time you reload with prepiad cards or AMAX dealer nationwide. So I got 700 pts. already.
July 10, 2010 I redeemed the 600 points for a Jollibee gift certificate worth 500. I received a text message from 4438 (REWARDS) stating that “Idedeliver ang Jollibee GC worth P500 w/in 30 days to your registered address. Tatawagan kayo ng aming representative to verify your delivery details. Thank you!” Since it is stated in the the text msg. 30 days, I patiently waited until 30 days because I know that if I will call Globe w/out waiting for the 30 days they will just tell me to call again after 30 days. During this time, I did not receive any phone call from Globe representative nor the delivery of the Jollibee GC500.
Aug. 10, 2010 I called globe customer service 7301000. The CSR gave me a ref id#MRG10080000647. He apologized for the inconvenience and told me that he sent an email to the support group regarding this matter and assured me that there will be a feedback after 3 days. The CSR also asked if I know the procedures for claiming the GC when delivered. He explained that I need to present a valid ID and I should accept it personally. If in case I will not be there to accept the GC500, I should leave a valid ID, letter of authority and the person assined in the letter authority’s valid ID should also be presented.
Aug. 13, 2010 I called globe customer service 7301000. The CSR told me that he sent an email to the support group regarding this matter and noted to make it high priority for faster response. the ref id# that the previous CSR gave me is still in process.
Aug. 14, 2010 I called globe customer service 7301000. The CSR told me that he sent an email to the support group regarding this matter and the ref id that I gave is still open, meaning it is still in process and no feedback from the support group. He also told me that a Globe representative will call me regarding this matter.
Aug. 16, 2010 (around 3pm) I did not receive any call from Globe, so i decided to call Globe customer service thru mobile phone 211. Still the response is that there is still no feedback from the support group. The CSR explained to me that the complain is sent to their supervisor and the supervisor is the one who will coordinate with the support group. So I requested to talk with their supervisor because I seem to think that the supervisor haven’t read any of the email from the CSR. I waited for about 5 mins. but the supervisor is busy. So I asked the CSR to tell the supervisor to call me up.
Aug. 16,2010 ( around 8pm) I still did not receive any call from Globe so I called again thru my moblie phone 211. This time I was able to speak with the supervisor Risa, she told me that the line is chappy and she cannot hear me well so I told her to call me up thru my landline number. She called me up but still there is no feedback from the support group and she told me that she don’t know how long it will take to process but she will look things up.
Aug. 21, 2010 I still didn’t hear from a Globe representative so I called again. This time, the CSR told me that he made another ref id#FUB10080000250 to follow-up on this matter. The CSR also updated my name, tel. number, cellphone number and email address. He also told me to wait for a globe representative to call me.
Aug. 23, 2010 I still didn’t hear from a Globe representative so I called again. Same content, they want me to wait for their call and still no feedback from support group and updated my record with globe again.
Aug. 24, 2010 I came home late, so I asked my mom if anyone called me or any delivery for me. No there isn’t any so I emailed Talk 2 Globe and gave all of the information regarding this matter and also told them that they are the worst customer service I ever enountered in my whole life!
Aug. 25, 2010 No reply from the email I sent last night so I sent another email. Later in the afternoon at around 3:30pm, still no response from the email I sent,. So I decided to call 7301000 again. This time the CSR told me that the 1st ref id# MRG10080000647 that I got last Aug. 10 is already closed and there is a feedback. She told me that the Jollibee GC500 was delivered last JULY 21, 2010 and already received by Margie Solermo with SSS ID#038715432-7 who claims to be my cousin. I told her I don’t even know who this Margie is, and I don’t have a cousin with this name. I got angry because the 1st CSR that I spoke with told me that they will not release the GC to other people w/out my letter of authority and valid ID of the authorized person and mine. So I told the CSR that they made a mistake, what about my GC will
Globe still give me the GC which should be mine? The CSR said that there was already delivery on their part and that the case is closed so NO I will not get my Jollibee GC,
I asked to speak with her supervisor. After waiting for 5 mins. I was able to speak with the supervisor. I asked why would they release the GC when the procedure clearly state that I should present a valid ID, letter of authority and the valid id of the authorized person. She told me because the courrier got hold of valid document to release the GC. I also told the supervisor that they already sent out the GC last July 21, how come when I called them last Aug. 10, they could not give me any feedback regarding this matter and I had to ff-up for so many times. She told me that is because they knew that only on JULY 25, which is still earlier than the date that I first called Globe CSR regarding this matter. The supervisor told me that they will have to investigate what went wrong with the delivery and if it is proven that the courrier gave out to the wrong person, I can still get my GC. So I asked sarcastically, how long will this take to investigate a month or a year? I also asked for the name of the courrier that delivered the GC, she told me she doesn’t know. How could she not know it? She told me that i will get a feedback after 3 days. I told her I will call her on Aug. 28 to follow-up regarding this matter. Then again, i said you should call me up.
I think she will not even call me up again on Aug. 28 and I should be calling again Globe customer service on Aug. 28 AGAIN!
Aug. 27, 2010 To my surprise, my sim has been formatted!! All of my text messages had been erased including the message from 4438 last July 10, 2010. Globe is also texting me phone settings for GPRS and MMS. This setting is only sent to new sim cards and first time users of sim. The customer service must have erased my text message because I remember telling the supervisor that I still kept the message from July 10 for proof. They have the ability to reformat the sim card. I know for sure because before I had problems with share a load pin registration a few years ago, they told me to do a lot of steps but still couldn’t retreive my PIN so they told me to give them the 16digit number included when i bought the sim card. During that time, after 24 hrs. my PIN is restored to original and I enrolled again the share a load pin for the first time.
Aug. 27, 2010 At around 10:30am today after posting that my text messages had been erased. The globe consumer marketing loyalty manager called me up. I told her that she is the first one to call me up since Aug. 10. She told me that she already know all about my case and that she will immediately send out another Jollibee GC500 for me. I also told her regarding the text messages being deleted by CSR to cover their tracks. She told me that she wasn’t sure if this can be done, but she will ask the department in charge of this concern to give me a call. After lunch, she called me up again that she will ask Globe’s agent if they can do it today, if they can do it, they will send it out today. She is also checking my available schedule for receiving the GC. She also made a ff-up if the department in charge did call me up regarding the text messages that were deleted. I told her that there were no calls regarding the text messages. After hanging up, another globe representative called me up regarding the text messages and told me that she already investigated my account and assured me that no one changed anything. I also thanked her for calling me up and checking things out for me. At around 5pm, a Globe messenger is already at our gate, asking for me and I presented my ID and signed to receive my Jollibee GC 500.
Thanks so much to the consumer marketing loyalty manager in charge of my complaint. All I can say is that she is really nice. Her response is really fast. The customer service representatives should act like her.
dear globe nag apply din me nang antena para sa sa brodband ko sabi sakin ng customer service kakabitan nla ng antena after 2 3 days 1 week na po wla pa rin pumupunta na globe service.thnks
Globe chat support is nothing but suck. I inquired several times and no one from them give a solution to my problem. Usually they start asking the problem then end with asking account information and then session end, but no solution.