Hi genegregory! Our hotline is the same for all Globe customers (prepaid, postpaid, Tattoo landline/on-the-go/broadband) - it's at +632-7301000 for landline and 211 if called via mobile. Upon dialing, you'll hear what we call the IVR or Interactive Voice Response system. It allows customers to listen to options depending on the intended purpose, which then transfers them to the right group for proper handling.
For email, we have created a form at www.globe.com.ph/talk2globenow, so that customers can fill out the form completely before sending their concerns. We've had experiences below where the customer gave a long story, but forgot to input the account details. With the contact form in place, it increases efficiency for us to immediately investigate on the matter instead of going back and forth to ask for details.
May I know what's your concern? Were you able to check on the Help and Support section at http://tattoo.globe.com.ph/help?
hi genegregory, please understand na CSR's do follow certain step by step procedure kase kahit everyday na nila ginagawa yan, required sa work nila yan, coming from me na had a previous work experience as a TSR for an ADSL company in Australia, what i can advise you, kung familiar ka na sa issues ng connections mo, before calling the hotline 211, try some basic troubleshooting, upon calling the tech support, which i know has an option sa IVR ng 211, advised the agent that you did your basic trouble shooting and tell them the steps that you have done, and if after telling them what you have done, may mean that it has to be escalated, make sure to ask for a reference # and turn around time, so the time na mag follow up ka, just give the reference #, saves you time d ba. Sir GlennO is right, sometimes lengthy kase yung ibang subscriber sa pag describe at hindi direct to the point, and that step by step procedures that CSR's are asking you, may ginagamit din kase sila to check what would be the next step and it GUI help them to take note din sa account mo.
care to share some light again aileenjoy17 after you read the reason why I asked a direct contact for the network support group if the cust care 211 that you are saying can't even give the LOG ID of the tickets given to me and can't even tell me why they can't re-open the same ticket number if you point out that they are using a GUI base application.
in my previous experiences with them, once a ticket was closed hindi na nila ma reopen un cause closing it means they have solved the concern for that case, which in your case, based sa sinabi mo ay hindi pa rin resolved up until now, what i can advise you is just keep in touch with sir paulos since you have told him your concern, for he will further assist you, because same as you are i am a subscriber din ng globe and i am basing my answers with previous experiences talking to them,
your answers are all correct and i know the call center process and service level agreement being 8 years in a BPO industry
OK let me give you 4 ticket numbers that i have been following up with the past 12 days to enlighten you GlennO and aileenjoy17 and you will see why i am asking for the next level of network support. and believe me aileenjoy17 this is beyond basic troubleshooting and script issue.
Area: Pasig Greenwoods Executive Village
1st Ticket:PQC14080007758 (physical approach needed since this is a Land line issue because of static noise)
Globe contractor went onsite and check the main cabinet in our area and the physical wires at the post outside
our house for testing the physical land wires. this is good then i asked the onsite tech(name:Roland) if i can
upgrade to from 3mbps to 5 mbps. he said yes but we need to change the current cabinet to a different one.
he check and found out there is another one near our street. He gave me the cabinet ID of my current
2nd Ticket:PQC14080007758 (Changing to a much capable cabinet)
at Thursday night i went to the globe service center podium because i know changing a cabinet requires a diff.
approach. then the store rep assisted me on the dial *3 for the cust care service which is equivalent to 211 in our
mobile. I spoke to James (ID:079012) stating that i need to change cabinet for me to upgrade to 5mbps.
MY INCONVENIENCE BEGAN the next day.
Globe rep called me and informed me that my current cabinet can't handle the upgrade to 5mbps. of course that's
why i called Thursday night to change the cabinet. but the logs stated that i want to upgrade to 5mbps.
this is where i got tick off, because GlennO we know that we can only open 1 ticket at a time with globe correct?
3rd Ticket:QTU14080011073 (Changing to a much capable cabinet)
waited the queue then requested a change of cabinet again for me to upgrade to 5mbps because my current
cabinet cannot handle 5mbps. Spoke to John Carlo (ID:324744) and he said he understood and somebody would
call within 24 hours or 3 days.
Gave him a benefit of a doubt.
Come Monday morning no one called me regarding the changing of the cabinet.
4th Ticket:PQC14090000233(Changing to a much capable cabinet)
I Spoke to Jerry Santos (ID:003562899) and asked him why the onsite tech haven't called me. We found out that
the last agent that i spoke tag the ticket as an upgrade to 5mbps. obviously the ticket will get routed to the
team that does the upgrade and click the required stuff on GUI based web administration tool. and i was asking
to have a copy of the log ID of the previous ticket he said there is no log ID and the log stated that the request for
an upgrade to 5mbps.
This is were i am really pissed off because all call logs in a cust care no matter what company you are in
there is always a LOG ID of the conversation.
the funny thing is all 2 previous ticket was closed and have not been reopened.
This is why i asked this question on this forum if there is a network support dedicated for the consumer with technical experience beyond the reboot of a modem and restarting a PC and not going a merry go round with the agents.
so do you think the http://tattoo.globe.com.ph/help? and smiley face you provided can answer my simple question?
we are talking about changing cabinet
please if you know how i can get a hold of a more knowledgeable person on the network support that would be great
or anyone can help.
Hi genegregory! Thanks for explaining more about your concerns. Concerns about cabinet change, network concerns, etc are being processed as soon as possible. In the case of hardware changes, it may take more time than usual since it requires acquisition, assessment, etc if necessary.
As this is about an account-specific concern, we can talk about it privately. paulos, our moderator will send you a message.
paulos and GlennO Thanks for the reply and just curious thou, this could be an opportunity for public awareness if they come across with this kind of concern and enhancement of the process to eliminate redundancy in the future.
also guys care to explain why globe implemented a process where in a consumer can just create 1 ticket/issue at a time?
why not make one phone call and all concerns will be address on just one ticket. aside from sales of course and legal matters.
Hello genegregory, it really depends on the situation and the concern. To ensure that concerns are addressed, teams in Globe are specialized. By having multiple cases opened, it can directed to the right group for the resolution of the issue instead of throwing one case to one group and waiting for one issue to be fixed before sending the case to the next group.
Thanks GlennO last question, ticket numbers can still be re-opened right until they are resolve right? even if the agent closed it the same ticket can still be re-open correct? also what would be the SLA for cabinet change?
Thank you for the answer, so base on your response it is a new case number with the same concern. so this will prove that we can't even track the progress of unresolved cases because every time a globe customer calls in it is a new case number even thou it is the same concern.
Good evening! any updates on the information that I have given you?