Letter from a Reader: Globe's Bad Customer Service

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Dear Fashion PULIS,

I would like to raise a concern regarding the responsiveness & effectiveness of Globe’s customer service and technical representatives. This is in relation to our phone & DSL bundle account under the name of Mr. Abner Sotto Jr.

Last May 25 we reported that our internet connection was down, the customer service representative accommodated us, aided us in troubleshooting the issue. When we still failed to get a connection, she sent over the technicians the following day to check on the modem but unfortunately they did not bring a replacement unit so they told us they would be back the following day. Days past and they never came back.

We called to follow on the status of the modem but and we were instructed to start the troubleshooting process all over again. This time around, they sent technicians to check on the main box in area. They mentioned that the main box might be the issue and not the modem since our account is appearing as online in the system.

A few days after the visit of the technicians, we still did not have any internet connection so we did another follow up. We were told that they were having issues requesting for the permit from the barangay where the box is located. They got our contact details and told us they would be calling us back for an update. Nobody ever called us up again.

Last week we called almost every day to do a follow up. We even got to talk to a supervisor named Mayann, who told us that she would be escalating our concern and will make sure it would be prioritized. A few days after our phone conversation with Mayann, we called again and asked if we could speak with her. We were surprised when the customer service representative who took our call told us that we were connected to a different outsourcing company.

Is it our fault that we were automatically connected to a different outsourcing company? Our main concern is to have our internet connection back. It has been almost a month now and we still have no clear answer from Globe. We no longer know what to do next. This is also not the first time that we have encountered such an issue. Months back, we asked for a rebate for the 2 weeks that we did not have any internet connection at all.

It is just very frustrating and exhausting to call them up and go thru the same cycle again and again. It is useless to answer the same list of questions knowing that the customer representatives will not be able to help you solve the problem.

When will this ever be addressed? When are we going to get our internet connection back? Why does this issue keep happening?

We sure hope we will be given the service that we are paying for. We regretted that we cancelled our subscription from another telecommunications company to subscribe to your company because of the promised internet speed and the convenience of Wi-Fi.

We would like to hear from you and hope that our problem will be given a solution as soon as possible. Thank you Fashion PULIS for posting my story.

Yours truly,
Mary Kathryn Sotto