To Globe Corporate/Management,
Please be advised that I have sent a formal complaint to the NTC regarding your unjust disruption of my DSL internet service and for disrespectful customer service.
Account number 848138526
On July 4th, I lost my DSL connection. I called your Globe hotline 211 and was advised that the earliest possible time my internet issue would be fixed was July 12. I negotiated if this could be done earlier as this was the second time this occurred (2 times in 2 months since June). I was promised by your Globe Service Support that it was noted and they would make the effort to have my DSL service restored. Two days later, a Globe contractor arrived but could not fix our issue as they claimed they were a Fiber Optics team and not a DSL repair team. I was given another expectation that they would call back and confirm if another team would be sent. They did not call back.
I have been calling 211 for several days for follow-up and gave me no resolution and continued to repeat the scheduled date of repair. This is where I escalated the issue and demanded for an L2. Again, I was promised a resolution would be provided on or before Monday July 9. This resolution did not materialize and I further escalated this issue and demanded for an Operations Manager.
I was put on hold several times, disconnected while on transfer and ignored by OMs giving reasons to the CSR agent that they were on lunch or were engaged in a call.
Hence, my complain is now with the NTC and will be processed within the week. To set expectations, I will not withdraw this complaint unless the following terms are met.
1. I demand the highest DSL broadband plan (Php4499/200Mbps) for FREE for 6 months before reverting to my original 999 plan at the end of 6 months.
2. The Php1599/10Mbps DSL Broadband plan but I will only pay Php999 for 6 moths then revert back to my original 999 plan at the end of 6 months.
If I am not given either of the 2 plans as compensation, I will continue with my NTC complaint and this will cost you income, revenue, jobs and your image.
I would not have resorted to this measure had your service immediately restored my original DSL connection and not acted unprofessional to a loyal paying customer.
I hope I have made myself clear regarding this non-negotiable matter. Please comply with my terms and you will still keep me as a loyal customer.
Omar J. Vicente