Thursday, July 19, 2007

The Invisible Globe Visibility

I am known to be a very patient person, but this afternoon I blew my top at the Globe Wireless Center at Park Square in Makati. Why?

Because I feel like I had been duped.

Before I start ranting let me tell you why I decided to get Globe Visibility.

I NEED IT for many reasons, but primarily for work.

And I thought since I have been a Globe user for 8 years already and it's more convenient to go to their wireless centers, then I might as well tie-up the services I've been using under one roof.

So, even though I've been given the round-around in the past:
1. "Oh we don't have it here in SM Bicutan, go to Glorietta."
2. "Oh we don't have a demo unit here, go upstairs at the Hub near Red Lane."
3. "Oh we'll send someone to do a demo on your laptop since we don't have a unit available anymore."

I just shrugged it all off. Didn't get mad, coz, I needed it and I have a higher objective so I didn't mind the hassle.



Yesterday afternoon I called the customer service hotline number to find out where exactly I could get one. Got the list of requirements and all other info to make sure that it was going to be hassle free.

I was gravely disappointed. Mistreated. Upset.

I was told by the customer service person I just need to pay PhP5,000 upfront and provide some requirements. Okay, so I had no problems about that.

And then, surprise, suprise, they said that that promo ended already and it wasn't available. WTF?!?! It's an existing product, how could it not have a basic offering.

Breathe in, breathe out. So I told Gilbert (in fairness, he really kept his composure) that I just checked the day before with customer service the available plans etc. for Globe Visibility. So, he said he had to check with training the newest plan since they were not informed about it yet. I waited patiently, got the same answer, pushed around for a better answer and then...

"Ma'am you have to purchase this plan so you could get the Globe Visibility." They wanted me to purchase a N95, so I could get it. I had to pay upfront PhP25,000+ just to get it.


At this point, I was trying very hard to be diplomatic and patient. I then called a friend to ask if he and she could help me. They were flabbergasted about the treatment I was getting. Anyway, they gave me feedback from their friends in Globe that I didn't need to purchase a phone just to get a Globe Visibility.

Anyway, yada yada yada. I thought it was quite unforgivable that:
1. Globe's internal communication program seemed to be messed up. I AM THE CUSTOMER and I was told that I just had to pay PhP5,000 upfront. Why should I care that your promo is apparently over? You gave me that commitment, so DELIVER!
2. Globe Visibility's product manager seemed to have let their promo plans pass. The last one apparently ended last July 15... it's already July 19!
3. I had to pay an additional PhP11,700 just to get the @#$%$ thing even though I was told I was only supposed to pay PhP5,000 upfront.

If I had the luxury of time and energy, I would've headed over to PLDT to get a WeRoam instead. BUT! I'm busy and I can't afford to just while away my time to get the proper service I should be accorded as a consumer.

I don't complain much and when I do complain, it really means I have been MISTREATED badly.

And to make matters worse, I was told it's going to take about 5 days before they can activate it. They only told me this after I signed the contract and the payment slips.

Oh my. Can I just throw this thingy in the trash can?


I will definitely send this post to Globe's top management and demand for a refund for the
E220 Huawei USB modem I paid for. And here are some more posts I found about Globe Visibility:

Mobility Philippines
Random Insanity
Mobile Junkie
Istik Online
Gloss Mania
Tell Me Lies, Sweet Lies


Well... just a couple... head over to Technorati or Google Blogseach and search for "Globe Visibility". There's a lot and I mean a loooooot.