4 Replies Latest reply on Jul 2, 2013 5:41 AM by Jeian

    Globe Broadband Specialist became worst?

    Jeian

      Hi, I have tried calling different departments between DSL and Wimax Departments.

       

      I have tried calling about DNS and Can I get Globe DNS?

      They told me only DSL Subscrivers could have DNS or Domain Name System?? (Really System?)

       

      I used my DLS Line, I called them again and they told me?

      It will be automatically inputted by our Technicians upon installation. You don't need to worry sir.

       

       = How about in the wimax that uses OPENDNS and GoogleDNS and the unreliable Local DNS, How can we have a backup.

       

      -------------------------------------

      Site Evaluations,


      Before you can ask if your tower or the tower near you is under evalutaions for a network issue. Example It would go from the  complaints first then to site evaluation, after they checked that there is a problem this site evaluation will become a Network issue. But now, Ask a agent or some supervisors, They will say We don't know what you are talking about

      --------------------------------------

      Modem Specific Issues?

      DSL have different modem that have defect and Wimax but when I call the hotline they are telling me that Sir, The new replaced modem will never have a defect or something like Please MONITOR you connection sir.

      --------------------------------------

      Ping?

       

      I have tried to call again the hotline for another account that one of a wimax is having high ping. But they always told me sir, Try to open speedtest.. Helloooo? I have 3000ms ping, Are you sure I can open a webpage exept the local webpage of the modem.

       

       

      How do you tell the infomation of the agents before and Now?

       Do you think that they really know what they are saying?

      How do they help me, When I say what do i know, They stick to the script?

      Are they really a human?

      Where are the proffesional Frontliner? Why do they become ****?

       

      I don't want to tell that globe is bad but I want to become a eyeopener that most of the persons We are calling to doesn't know what do we say.

        • Re: Globe Broadband Specialist became worst?
          WILLfindways

          Hello, Jeian.

            

          Welcome to the Globe Community. I am glad you have come to share your Globe life with us.

            

          Before you proceed in reading my reply, please take note of the following:

           

          I don't represent Globe Telecom or any of its Third Party Vendors in any of my message.

          It is my personal belief that we are all created. Therefore, we are all creatures here.

          If you believe otherwise, you may let me know.

           

          Moving on with your concern.

           

          While I may need to agree with your observation, I would like to understand how would like Globe to resolve this concern ultimately?

           

          When you called these departments, did you inform the creature Specialist about your dissatisfaction on your inquiry has been handled?

           

          Did you request for further assistance from a Supervisor?

           

          Or did you ask the Supervisor to escalate your concern to the correct department?

           

          We accept the things we think we deserve - The perks of being WILL

          • Re: Globe Broadband Specialist became worst?
            WILLfindways
            Hello, Jeian.
              
            Welcome to the Globe Community. I am glad you have come to share your Globe life with us.
              
            Before you proceed in reading my reply, please take note of the following:
             
            I don't represent Globe Telecom or any of its Third Party Vendors in any of my message.
            It is my personal belief that we are all created. Therefore, we are all creatures here.
            If you believe otherwise, you may let me know.
             
            Moving on with your concern.
             
            Maybe they are yet to consider the information you need as something important or relevant to the majority of their customers.

            As to your question, customer satisfaction depends on customer expectations.

            Allow me to ask these questions.

            Did Globe fail miserably in providing you what you expect from its products and services?

            Is the information you need part and parcel of the products and services that you signed up for?

            What do you suggest to resolve your concerns?
             
            We accept the things we think we deserve - The perks of being WILL
              • Re: Globe Broadband Specialist became worst?
                Jeian
                Globe telecoms are still upgrading as they say in their infrastructure and I.Ps for both broadband and mobile.

                Globe offers broadband but they always rely with their technical support team. Other agents just put your concern to the ticket and as always wait for a response.

                Here, I would suggest that globe trains their DSL and Wimax tech specialist for these concerns who we can find a too technical from them now. But what can we say they are the front liners right?. I just wanted to say to them to add information's on their agent's Faq and knowledgebase for other technical guys to be handled properly.

                And at least tell to them that DNS is the most important thing in browsing or else memorize the domain I.p addresses and even wimax needs it.