3 Replies Latest reply on Jul 9, 2013 11:28 PM by mrniceone17

    Who should be responsible?

    centdroid

      Globe offered me to upgrade my current plan 995 to 1299. So they sent a technician to install the phone. Pero walang dial tone sa line or any kind of tones, they instructed me to call for a repair of my line kasi nga daw hindi pumapasok ang dial tone. (I asked for a repair of line pero puro magiinstall ang dumadating). May isang time pa na sabi nung technician pede daw nya gawan ng paraan ung problem ko. Irerepair nya daw ung line kahit walang job order pero hindi na din siya bumalik. Labag man daw sa kanila yun willing siya tumulong maayos lang ung problem ko. Sabi nya madali lang daw un papalitan lang ata ng cable or something.

       

      So this night I called the technical services since ifollow up ko ung repair for my broken modem. Nabanggit ko na din yung concern ko regarding sa repair nung line. Sabi nila since na hindi daw nakumpleto ung installation hindi daw nila magagawan ng request for a repair. Since they are only corcened with subscribers with a existing subscription. Kung di daw activated hindi nila un marerepair. So i told them na active na dati ung update ko. from 1mbps pumapalo na ng 2mbps ung speed. pero as usual wala pa rin dial tone. So they said na sa account specialist ko daw sabihin ung concern ko. At regarding daw sa installation dapat daw ung technician na magiinstall ang gagawa nung repair since dapat makumpleto nya ung installation. Take note ung sinabi nung isang technician na nagpunta dati dito.

       

      About sa account specialist, I instructed them na for repair nga daw ung line sabi nung technician. They keep on sending technicians only qualified to repair the unit. Regarding din sa contact number ko, I told them to contact me at the number I provided (other network) but to call them I use my sister's phone (globe un eh). But the landline keep on calling the globe number I used to call the cs even if I have an instruction to call my personal number. One time maling number pa ung nilagay nung nakausap ko. (Nakonfirm ko lang to nung tumawag ako for follow up kasi wala nga tumatawag or text sa personal number ko)

       

      I know it may be a complicated problem. Pero I think the solution is simple.

      1. Repair the line.

      2. Install the unit.

      3. Happy costumer.

       

      Pero sa nangyari parang pinaikot ikot lang ako between different branches of a company.

      Wala man lang silang step by step solution to a problem?

      I don't know if may katulad din ako na ganto. Pero sana naman they come up with a solution to a problem like this. Nagoffer sila, pero di rin pala nila magagawa. Pinaasa lang nila costumers.

        • Re: Who should be responsible?
          jhayrapple

          payo kolang po everytime na may pupuntang technician or tatawag kayo sa hotline kunin po niyo yung mga full name nila at ilista po niyo lahat ng nakaka usap po niyo date at time para pag nag complain kayu sa hotline makukuha po nila ang buong info at maiimbestigahan po nila kung sino sa kanila ang may pagkakamali upang managot at hindi na maulit sa iba pang subscriber.... malaking help po itong hakbang na ito.... 

           

          Tips: sa globe hotline pwede po tayong mag file ng complain laban sa mga nagkakamaling staff,technician,CSR,basta nag wowork sa Globe at basta nagkamali, abusado, hindi ginagawa ang tama, at nasa katwiran po kayo,,,, isulat lang po niyo ang REF No ng complain at everyday folowup po niyo hanggat walang result tawag at folowup lang po

          • Re: Who should be responsible?
            mrniceone17
            Did u report this to your nearest Globe Store?