Horrible Experience with Globe's Customer Service

I work in the BPO industry.  As a call center practitioner, I am well aware that there are certain service levels that need to be met.  Whenever I call a customer service number, I try to be pleasant and reasonable.  I know how hard it is to work in a call center, so I try not to add to the rep's burden.  


Globe has tested my patience.  This is what happened:


June 17 


I tried browsing to go online using my iPhone on my way to work.  I was unable to connect so I thought there was something wrong with the 3G/Edge/whatever in our area.  When I got to the office, I then again tried to go online, but failed.  After my shift, I went out with my friend and told him of my problem.  He taught me basic troubleshooting for iPhone, but I still can't go online.  I tried going online via Wifi, and I was able to connect to the internet.  So therefore, my phone can still go online via wifi.


When  I got home, I tried to transfer my sim from my iPhone to my Nokia C3 phone just to check if I would be able to connect.  But I still was not able to go online.  I tweeted my concern to @talk2globe.  They asked for my number and area and I was informed that there was a problem/maintenance in our area and that's the reason why I can't go online. After two days, I again tweeted @talk2globe and was asked for my contact details AGAIN.  I decided to ditch @talk2globe and called the hotline to speak with a live person.


June 23


I called.  The first agent I've spoken to was Jun.  We tried basic trouble shooting to check if I can go online while he walked me through the drills.  When all the drills failed, he offered to escalate the concern to the proper department.  However, upon further checking, he found out that I have a postpaid account (I initially called prepaid since my plan is a hybrid plan).  He then transferred me to postpaid technical support.  The agent, Olive dela Cruz was very accommodating.  She logged a request for my concern and was informed to monitor my phone for 24 hours. After 24 hours, I tried to go online again and I still can't go online.


June 27


I called to follow-up on the status of my initial ticket.  This time I spoke with Jenny Reyes.  I asked her if something has been done to my ticket.  To my surprise, NOTHING has been done.  I was close to freaking out.  Almost two weeks has passed and they've done nothing.  She gave me a new ticket number and a longer turn-around-time of 3 to 5 days.  I was really getting pissed off.


July 3


I called to follow-up. AGAIN. I spoke with Jomar Toriego this time.  I asked him for the status of my concern.  He said that the ticket is still open and nothing has been done.  I broke down.  I was really pissed off.  Two fuckin' weeks. No definite answer.  I asked for a supervisor.  I was put on hold and when Jomar came back, he said that the supervisor is currently engaged in a call. CLASSIC! I asked for the supervisor's name.  I was told it was Ed Fernandez.  I asked for someone else and I was told that there was only one supervisor on duty. BULLSHIT!  With the number of subscribers that Globe has, they can only employ one supervisor to go on duty on a weekend?  SERIOUSLY?! 


I told Jomar that I want someone to call me within 24 hours.  I did not get any call.


July 6


I got tired of calling them to follow-up on my concern. I went online and tried on their chat support.  Here's the transcription:



Nicole: Hi! how can I help you today?
PP: can you check on an open ticket number for me?
Nicole: Yes, can i have it?
PP: ok
PP: nnc110600087418
Nicole: May i know your full name?
PP: Pinay Psycho 
Nicole: May I ask for other contact details in case there’s a need for us to get in touch with you, May I please ask for your email address, landline numbers or alternate mobile number?
PP: 09181234567, 1234567
PP: pinaypsycho@kyeme.com
Nicole: Thank you
Nicole: may i know your date of birth for verification purposes Ma'am?
PP: 1/23/80
PP: still there?
Nicole: As checked Ma'am, we have not received any update yet from our technical department regarding your complaint.
PP: it's been two weeks and no updates yet?
PP: i'm always on the go, i need to be able to access my work email when I'm not in the office
PP: all the people i've spoken with have all given me the same lame answers
Nicole: Yes Ma'am, they are still checking on it. Please wait for further updates, i will follow up this case to them
PP: how long do i have to wait
PP: i specifically told jomar that I want someone to call me within 24 hours and nobody did
Nicole: Kindly wait for update within 24hours
PP: this has gone on for two week!
PP: seriously?
PP: can i have your name and employee number please?
Nicole: i apologize for the delay Ma'am, i have escalated the concern to them already, please wait for feedback within 24hours
PP: can i have your name and employee number please
Nicole: My full name is Nicole Jumarang and employee number is 2439.
PP: it's seems to me that all you people want me to do is wait
PP: i have been waiting for almost three weeks and nothing has been done with my case
PP: do you understand how frustrating that is?
Nicole: Yes, i understand and i sincerely apologize for that .
PP: i want to cancel my account
Nicole: Rest assured that you will be given feedback in 24hours
PP: if this is not resolved in 24 hours, the next time i call will be for cancellation
PP: please put that in my ticket
Nicole: Okay, i already note it down.
PP: I will wait for an update within 24 hours. Thanks.


Globe should invest on their customer service/support.  I've had problems with Globe before and they do not meet the turn-around-time they provide their customers.  They should invest on better tools to help their agents give better service to their customers.  It's a shame that it has all come down to this.  I've had the same number for the past 8 years.  I switched to Globe when I bought my first camera phone (Nokia 3650) since they were the first to provide GPRS settings for mobile internet.  I wouldn't want to cancel  my plan, but they leave me with no other choice.