Last november 21st, i called loyatly & rewards for a plan upgrade from 999 to 1799 and an Iphone 5s to go along with it. The agent i spoke with was really helpful that i gave out a commendation through her lead.
Now, I was told that the phone should be delivered by 3 business days (Monday the 25th) but it never came. I called immediately and did my own research and found out that their courier was Ximex. Good thing i was nearby so i just went to Ximex to claim my phone on 11/28/2013 (Thursday). So much for "patience" but this is no longer the issue. Good thing ximex was near my residence. - anyone who's waiting for their unit to be delivered and if you happen to live near bicutan, taguig, you might as well consider going to Ximex directly.
However, this is my main concern as of today. my simcard has not been activated yet. i'm still under the impression that my plan is still 999 as opposed to my requested upgrade of 1799. I have called globe everyday since thursday of last week and all i heard was that i had a pending order in my account which needed to be closed first and that they will escalate the issue to their support team; and i should get a feedback within 24 hours and my sim should be activated. I asked if i needed to wait till my next cut off of 27th? and they said no, no need to worry and no need to wait that long.
on my third call, i asked for them to be specific as to how those pending orders will be removed and i've told them that it's my 72th hour of waiting vs their promised turn around which was 24 hours; asked for a supervisor and they dropped the call.
So until today i'm getting the same BS and runaround and no one could be specific to me nor give me their lead. i work in the same industry and am a supervisor myself so i know the process/protocol and i have to say that their customer service has taken a nosedive. Yes i've read the threads and it could be their system which was "upgraded". But it's one thing to have a BS system and it's another to match it with a BS customer service. My issue has not been resolved, my phone isn't working still, and i'm still getting the same runaround.
I've tweeted them and someone by the name of "HERO" responded stating he'll have a look but never replied back, i've called and now i've taken the burden of registering to this community in hopes that i get a community elder's attention, or better if i get a hold of someone directly from globe who can close this issue because this is just bad experience. Worst if i may.
So someone, anyone, please tell me how my issue can get resolved in the nearest time. So much for your so-called "Loyalty reward". Next thing i know i'm getting double billed by your company for using my old plan in the interim and the new plan when it gets activated.
Please help me understand and make some sense of this or better if they can resolve this immediately.
Globe, wala na akong masabi sa sama ng service nyo. I'm sure people are experiencing the same with other providers but hey, don't you think it's about doing something about it instead of apologies? Or you guys are way over your head because in this politically forsaken country, it's either you guys, smart or sun?