A Nightmare called Globe
I just want to share my story, I’ve requested for installation May 2, 2012 for a 2mbps dsl with landline. It worked for about an hour and then stopped working entirely until now. On May 2 I immediately called globe support and was informed that there is an outage in my area that started May 1 at 4:05 pm. So I said fine, I thought it’s just going to last a few more hours since on previous experience downtime never really lasted long (side note, my smartbro never went down for longer than 24 hours. if there’s a downtime it only last for about 2-4 hours problem is it’s really slow since it’s wireless and cannot really handle videocalls in skype). I don’t use the internet much, just to call my husband on skype who is abroad. So May 3, I came home and still there’s no connection. I called support again and reported the issue. Same script there’s an outage blah blah blah, on impulse I asked the rep when did the outage start. I snorted when she told me it started May 2 at 4:05 pm. So when i called the day before they said it started May 1, now it’s May 2. I let it pass though I’m getting to get annoyed.
May 4th I personally went to the globe center here in Baguio and lo and behold, instead of talking to a real person I was directed to their telephone. I was really starting to get annoyed. When I talked to support again I was informed that there was an outage that started May 3. I was like WTF, gaguhan na talaga to? I then requested to have it disconnected, again, sa phone pa rin. And then I was informed of the pretermination fee equal to two months of my bill, it was so outrageous I started ranting on their phone. Worst thing is that the rep said that there is a “system upgrade” that started May 3 and that’s the only credit I could get. I hung up and talked to one of the staff in the store and got nothing. I left fuming and really thinking of suing them. I didn’t see it on the contract I signed. I used to be a support rep and one thing I learned is to read the fine print. The fine print mentioned a pre-termination fee and minimum months but is not clearly stated how much needs to be paid and the actual “minimum” months of service.
When I got home I called support and asked the rep when did their outage start, funny but the agent kept insisting the report is not available on my account. I guess the previous rep noted that I was warned several times not to use profanity. To my surprise when I asked how many phone calls were logged pertaining to the account, it’s only the call made on May 4th that is showing on their system. I started to feel irritated again and this time when I asked for a supervisor, one was immediately called unlike my calls earlier that no supervisors are available or they’re on a meeting. So I asked, how come that my previous calls were not logged. And he explained that these are manual blah blah blah. I said don’t give me that BS because I work in a callcenter too, i know the ins and outs of logging calls. He said he will have a trace done yada yada yada. I simply just gave up.
Now come May 5, when I got home I was surprised to see 7 missed calls from the same number and a text message that it’s someone from Globe. I thought it’s support to follow up on my issue. I replied back for the person to call me. I answered the call and the caller introduced herself and then she told me this:
“I don’t like the way you treated my staff yesterday.”
WTF!!!!!! Literally yata umusok ang bumbunan ko. Who the hell is she to call me to say that. I told her that her staff is incompetent and needs to be trained better. I was angry yes but was not hostile towards her. Of course I know it’s not the staff’s fault the internet is down. However, she was never able to answer my questions and wasn’t able to offer any help. Tapos sinabi saken na bago lang daw yun and that tao lang naman sya and I should treat her as such, I told her hindi ko binastos yung staff mo, mataas tono but I never personally attacked her. Besides if she was just new and didn’t know how to answer or handle my situation she should have called for somebody else. She also implied that I wasn’t assisted because of my attitude. So I said did your staff even consider where I was coming from? Nakita nya naman how I ranted on the phone and yet she didn’t ask a more tenured staff to back her up. I really wanted to say bobo lang staff mo but I was able to stop myself. And the best part of the conversation, that manager told me na we can waive naman the pretermination fee in scenarios like this, the way you approached her prevented her from discussing it with you. Tangena, so kelangan maamong tupa ako lalapit sa kanila to have my issue resolved? Me solution pala sa issue ni hindi man lang sinabi sa akin. Incompetent lang talaga staff niya.
And today I called their termination hotline, lo and behold, di lang pala 2 months worth of bill amounting to 2,600 but also a 5,000 fee because it was a bundle. Nowhere in their terms and conditions and fine print does it state that there is such a fee. It’s such a nightmare. I’ve never been this angry in my entire life. And this is the longest period that I’ve stayed in an angry state.
