I've been a loyal Globe user for more than 10 years. I started with a prepaid account when I was still a student and that continued until I was working already. More than 2 years ago, I subscribed to a postpaid plan. Aside from my personal postpaid plan, I also subscribed to a Globe Postpaid Family Plan and Globe DSL at home.
At the end of June 2013, I was qualified for recontracting already. However, because of questionable charges/billing concerns that I experienced when I went to Singapore last June, I didn't settle my bill until August of 2013. I was trying to get help from Globe for more than one month for that billing issue, but it was only resolved when I asked helped from someone with a high position in the Partner Relations & Development Department. But that's entirely a different story and it's already resolved.
Anyway, when Globe contacted me for recontracting, they told me the phones that were offered for Plan 499. The Samsung Duos caught my attention especially after I read its reviews online. If I'm not mistaken, this was in July 2013. After I settled my bill, on the 2nd week of August, I called them back to inform them that I would like to take the offer already. They told me about which phones I could choose from. The Samsung Duos phone was still included but, unfortunately, it was unavailable.
I was advised by the agent to check other phones or opt for bill rebates instead. I asked if it was going to still be available, the agent said they don't know but I can try again after a few days. I wanted that phone, so I decided to just check after a few days.
From then on, it was like a weekly routine for me. I called 211, pressed 1 for english, pressed 1 for billing, pressed 7 for recontracting. Then they ask for your concern, ask for your details then your 4-digit password. I ask which phones are offered and which ones are available. All those times, the Samsung Duos was always part of the list for Plan 499 but was also always unavailable.
From August until October 2013, I called almost weekly (sometimes even twice in 1 week), asking for updates and which phones were available. At least 3 agents promised to monitor the availability of the phone that I wanted, the Samsung Duos, and call me as soon as it's available. But no one ever did.
In September, I was already asking for other options on how to get that phone. I was advised that I could go to a Globe Store and check the availability of the Samsung Duos. If they have Samsung Duos units available and they are willing to release it to recontracting clients, I can already ask their assistance to have it released while coordinating with 211. (It was a good advise but I wasn't able to do that until October. I'll get to that in a bit)
In one of the phone calls, I told the agent that I had a friend who subscribed to plan 499 recently after seeing the FB ad and he was able to acquire the Samsung Duos phone immediately. The agent told me that there is a different allocation for new line applications and existing customers. So apparently, new subscribers are more prioritized compared to loyal ones.
The agent gave me a recommendation which I found very offensive or at least very insensitive. He said, I can have my line of more than 2 years cut and apply for a new line instead just to get the phone I wanted. Does this agent know and understand what he's talking about? That's probably the worst advice you can give to someone who's a postpaid plan subscriber. The inconvenience of changing numbers and possibly losing contacts in the process is unacceptable.
October 10, 2013, I had a chance to go to Globe Glorietta 3. This particular branch has a lot of positive feedback when it comes to helping customers out. I think this is the same team from the former Park Square Branch. True enough, I was assisted very quickly by one of their employees, her name is Dot. She was very quick and very helpful. I told her about my concern and she happily told me that they had Samsung Duos units available for recontracting subscribers. She guided me towards the Globe phones on the side and told me to inform the customer assistance center that they have the units available and they can process the release already. This made me very happy. After waiting for months, I was finally gonna get the phone that I wanted. She even showed me how the phone looked like.
So I talked to the rep over the phone, the rep got all my info, He also talked to Dot to relay some info to her. He placed me on hold for 2 or three times I think. I was already on the phone for almost 30 minutes at the time and was waiting for the final word from the phone agent.
Suddenly, the phone agent said, they're experiencing an error. They couldn't process the release because they couldn't pull up the Samsung Duos from their list of phones available for Plan 499 recontracting clients.He said maybe Dot can help me out and process the release on-site. I called Dot and they talked. And then Dot informed me that they couldn't process the release anymore because the phone is already not included in the list of phones for recontracting. I was very surprised because earlier in the conversation, as well as in the conversation with the on-site employee, Dot, I was told that the Samsung Duos was included. And then, after making me wait for more than half an hour on-site (and months of monitoring), you're gonna tell me that it's not included anymore? The phone was already there, it was available for release, then you're gonna tell me you can't release it?
I asked Dot more questions and she said she couldn't do anything about it. She was telling me to just opt for rebates instead. But that wasn't what I wanted. I left the store feeling so angry and pissed that I called 211 again after a few minutes. I reported the incident. The agent, Kate, just followed her apology script and said repeatedly that phones offered and availability are subject to change without prior notice. So I was asking her, why did it suddenly change after just a few minutes? Was it removed from the list of offered phones while I was waiting? Was it a case of very bad luck? She couldn't give me a definite answer. I got so tired of her repeating her spiel again and again so I hung up.
I tweeted about it and of course, @talk2globe was trying to offer help. At this point, though, I told them that the only way they can help is to be able to give me the one thing that I wanted from the beginning.
I don't know why but I've had the bad luck of getting bad customer service from Globe in recent months.
To Globe, why do you give less significance to loyal subscribers? Shouldn't you give equal importance to us? Isn't it only fair to do that to show appreciation for our loyalty?