Yesterday I wasn’t able to download my email nor check on my sites because of other matters I had to attend to. So when I reached home around 6:30 PM I was raring to go online.
Lo and behold there was no connection!
So I ventured to call Globe support and got a techie (or so he claims) on the line. He at first read a prepared script: “I apologize for the inconvenience, sir, but we assure you we’re doing everything to restore normal service at the soonest possible time” (or something to that effect).
I asked what was the matter. The answer: Technicians were making improvements.
I asked since when. The answer: Since this morning. (Take note I was calling early evening. So the system was down almost the whole day.)
I asked when I would get back a connection. The answer: I don’t know.
It’s understandable that systems can break down. But what’s important, and here’s an unsolicited advice to Globe, is that they don’t lie to their customers. If it was a system improvement, they would certainly know what was to improve, know the time frame of the work being done and they would do it during times when there is less traffic, sometime between 12:00 and 4:00 AM.
Obviously this was a break-down somewhere. Maybe a cockroach tripped their lines or something.
Furthermore, they should try to give an estimate as to when their system would get back to normalcy. The answer, “I don’t know,” will just infuriate customers all the more and will give the impression that the technicians don’t know what they’re doing; thus, they’re non-committal in giving a time estimate.
I was, of course, infuriated. So I started interviewing the techie on the phone.
Are you a technician? Yes, sir.
Where did you graduate? ______________ State College (I’d rather not mention the name of the school to protect the unaware).
Oh, it’s a government school. No, sir, it’s a public school.
That’s the kind of employee Globe hires.
Here’s another unsolicited advice: Stop paying hundreds of thousands of pesos for those slick advertisements. Channel those pesos instead in getting a better system and smarter techies, both on and off the phone.
Technorati Tags: Globe broadband
August 22nd, 2007 - 7:21 am
Sadly, this is the kind of service we can only expect from so called “service companies”. Without proper regulation, it will go on and on. If only media would expose these poor service by institutions both public and private…
August 22nd, 2007 - 8:46 am
You’re right Sef. And we wonder why our country lags behind other Asian nations.
However, I don’t trust media either. Globe is a big advertiser.
August 22nd, 2007 - 11:24 pm
Right on! I’ve had many similar ordeals with Globelines, I guess you’ve probably heard about or read about it before.
The should really do something about their customer support services. The way things are going, we are paying them to make our lives miserable plus the license to lie to us!
August 23rd, 2007 - 4:38 am
You said it, man! They’re like politicians. They spend millions to project a slick image. Then when people buy it, they turn out much less than what they were projecting.
November 7th, 2007 - 1:00 pm
[...] of the script. Press them and they’ll admit that they don’t know (see a past article: The Infuriating Globe Broadband Support). That’s customer [...]