Tuesday, July 24, 2007

An Update on my Globe Visibility Rant

Last Thursday I was fuming... mad... I had gone mad. The Aileen Patience scale was tipped over the top. So I ranted about what was bothering me. It was about my not-so-happy purchase of the Globe Visibility service.

I had actually planned to fax my post to them, the same way I did when I ranted a few months back about some computer shops. I got a call from one of the shops (Silicon Valley), but I have not dared step in the shop eversince (trauma ito!). Anyway, back to Globe, I didn't get a chance to fax it over the weekend since I was quite busy preparing for my trip.

Last night, I got a call from a friend, someone from Globe was looking for my number and I got a call from, no less than, the head of customer service! I had calmed down since, but was quite irked that as of yesterday morning the service was not activated yet. Tsktsktsk. Anyway, the kind gentleman apologized for the atrocities that I went through and agreed to my request - refund the PhP11,700 I was forced to pay (anak! we can buy your aircon this weekend!) and he promised to get the service activated immediately.

I received a message this morning that the service has been activated, but maybe it's me or the OS I'm using in my laptop it's not working. Well, anyway, the kind gentleman said that he'd send someone to help me set it up when I'm back in Manila. Yey!

Anyway, in fairness, I could say that they have identified the problems that caused the awful service I got and methinks they're going to do something about it (I am forever hopeful and optimistic with things). They've noted the comments posted in the entry I made the other day as well. I am hoping that they'd be like this to ALL the customers and not just me (I'm just like everybody else, it's just that I have a blog hehe).

Just get me up and running Sir and I'll be your happy customer again.

8 comments:

  1. now, that's the power of blogging in action :)

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  2. susme, every shop should be like this to everyone. maybe we should start a blogging project: chaos central's worst customer service?

    i'll start with one or two of those tech shops in megamall, the globe hub in glorietta, the cdr king in galleria, and the netopia in robinsons' pioneer.

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  3. @marhgil - at least now they're understanding how fast things go through the internet

    @jester-in-exile - just a thought... are we actually providing great customer service in the call centers?

    @mauisalang - sigh...

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  4. it doesn't have to take a blog entry to fix things though. But that's just me. BUt because you're busy, you probably didn't have time to make an appointment with their customer service. Most of the time, I have gotten my way with just talking and giving suggestions. These ISPs are continously learning and all we need is to give feedback to fix their act.

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  5. @noemi - I did that and even pulled in my knowledge from working at Smart before but it didn't work. They did admit that there was indeed a lack of internal communication and that they should not have forced on me options that were not of any interest to me. And besides, it was my fourth time and going back and forth is a waste of my time. I have written many, many complaint letters in the past already and it all worked out as well. And, yes, I am definitely busy and these things shouldn't be a hitch in the first place if they managed to provide the proper information within their organization.

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  6. Don't worry, it's not just you. Usually, Globe is good to me as well, that's why I'm exceptionally patient with them, even when I get tired of listening to their Josh Groban hold music. They do try to do good with customer relations, kaya rin I've been with them (Globe DSL) for a couple of years already.

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  7. Hi,

    I have found your blog. I really like your perspective on complaint letter writing. As I was doing my research, I have also found a great resource for online complaints: Complaint Letters. I think you will find it very interesting and resourceful

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