Hi, I am a subscriber for globe postpaid for already 1 year and 7 months
****this is my whole story****
I started last July 5, 2013 as a postpaid plan client for globe with plan of 1799php with samsung galaxy s4 for 2 and a half years duration. Within a month of my plan my s4 broke down and had it checked at the globe store and was sent to samsung and the report they have given to me was that the whole motherboard was defective and needs replacement. We asked for a new phone because if the phone's motherboard is damaged and defective then that means the whole phone is defective. They said that they cannot do that and we told them that we want to end our contract because they have given me a handset that was defective. We don't want a phone that already broke down and we are sure that even if we have the 1 year warranty for the phone we cannot say that the phone won't break down again. So we had a lengthy discussion with one of the employee of Globe San Fernando, Pampanga Branch (SM SAN FERNANDO) named "ALLAN" and just to finish the discussion he promised us that if the phone get damaged again (regardless of the warranty) then they will replace the s4. We took his word and took the handset but not because we just want to finish the discussion but because he, as an employee and supervisor of globe is speaking on behalf of globe. After some time the samsung galaxy s4 broke down again, this is dated January 3, 2015 but I only returned the s4 last January 9, 2015 because of the holiday season and asked them to assess the phone and I was asking for a new handset because that is what globe (supervisor ALLAN) promised to us. They said that it is not possible because it is beyond the warranty period, and we told our story regarding the agreement given to us by this "ALLAN" who was the supervisor at that time. He was not on that office anymore because he was actually transferred to GLOBE GUAGUA PAMPANGA and they got a hold of him via phone call and my father talked to him, we discussed about his promise and he told us that he does not remember any agreement and thus they had a heated discussion, he told us that we are not the one paying his salary and if we have any complain then we go through your legal office. We are disappointed by the fact that he lied to us and even used globe as an excuse to finish our first agreement that the store would replace our handset. We are aware about warranties and are not ignorant that is why we are pursuing this case because we are fully aware of what he did to us and the verbal agreement he gave us just to finish the discussion for the handset last August 6, 2013. I even asked the globe store manager if they had incidents of S4's being returned because of issues and she told us that they have MANY incidents.
upon assessment of samsung the phone's defect was its battery but I am sure that the battery is not defective because I used my battery on my cousin's S4 for a day and it didn't have any issues, then they gave me another report that the SOFTWARE has a problem. given the fact that my phone broke down for the first time because of HARDWARE issues and now it has SOFTWARE issues, isn't it safe to say that the WHOLE PHONE IS DEFECTIVE?? samsung galaxy s4's lifespan is only 1 year and a half?
We have given a full report on the incident last JANUARY 9, 2015 with a case number of 72817550 and have followed up for any reports regarding the said investigation and haven’t received any feedback. I have called for 12 times (every 2 days as the customer service representative keeps on telling me) since the report and return of the handset to the globe store for ASSESSMENT and haven’t heard any feedback and the customer support keeps on telling me to call every 2 days because the SUPPORT TEAM who handles the situation are not giving any feedback. I am getting tired of waiting for nothing because they are keeping me in the dark and there are no initial report about the incident. It has been more than a month now and still no answer.