We own a Wimax internet from Globe. This is an old account. Probably about 2008 or 2009. We're not fussy people. We don't even call to demand a loyalty award. Sa span of about almost a decade, twice or so lang kami natawagan about loyalties.
Our current problem is that we got a call last December. Ma-phase-out na daw yung Wimax network. At that time, it was my mother who received the call, it was a busy month for us so she declined to give further comment because we were travelling.
About a week before January, my brother noticed a change in speed in the internet. It was a crawling 2G speed at best. So we made calls and confirmed that we would migrate to the LTE one (against our wishes). So we were given an on-site visit schedule. We said yes, this would be the start of several on-site visit schedules where the contractors/technical support/support group would not call us or text us if they would cancel or continue with the visit. Please take note that most of the schedules, it's the support group that sets the date and time and they are not that flexible.
Today would be the 6th or 7th attempt of an on-site visit. And AGAIN, walang call or text to inform us of any changes.
When I would call to complain about it with the CSR (211), it's always the same thing. They'll make an escalation, may tatawag na daw after 24 hours. No one would call so I make another call, and then an escalation will be made of the escalation that didn't work. And believe me, the escalation is ENDLESS.
When pressed for more information, they show that there is a disconnect with the customer services of Globe. Shockingly, a mobile company does not have any way of connecting the CSR, support group and contractors OTHER than through slow email.
Another problem is the extent of dishonesty of Globe's contractors/sub contractors or whatever they are called. When I call CSR to follow up what the contractors are saying, they would claim that they visited the apartment. But upon interview with the caretaker, wala naman pumunta. They'd claim, na di sila pinapasok ng security guard. Walang tao sa information or whatever. However CCTV records on the alleged times they came showed up nothing. They even lie saying they tried calling us through our mobile phones, wala daw reply or busy daw. When in fact, andyan lang phones namin. No call registers on the screen. The times they said na wala daw tao sa apartment, those were times my brother filed a leave of absence just to wait for them. Or my parents would cancel their events just to wait for them. OR FOR ME TO STAY UP AFTER A 48 WORK IN THE HOSPITAL JUST TO WAIT FOR THEIR CALL/TEXT.
Yes I'm a bit cranky right now.
So my problem is also that the CSR seem to be useless. Escalate sila ng escalate, endorse ng endorse and nothing happens. They can't do anything else beyond email. They don't have the numbers of their counterparts. And worst, sometimes they don't log the calls or even DROP the call if you're begging for any hope of proper service. Oo, I've called several times to find out that the previous agents who I've wasted 2 to 3 hours of my life talking, did not even bother to make a notation on our account about the times we pleaded for help.
Right now, I am asking this community, what can we do?
We are being charged for 2G-like internet service, we are being scheduled for onsite visits that no one shows up to, and finally the customer support of globe is one massive tangled web with no clear quality control.
Right now, I have called like 4 times. Two calls were purposely DROPPED by the agent. His name is Ronillo. I have a list of names here and I doubt if they're the real names of the agents.
Another promise they've made is call or text if they would continue with the on site visit. It's already 5:30 pm. We've already put our lives on hold just to finish this problem.