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“How shall freedom be defended? By arms when it is attacked by arms, by truth when it is attacked by lies, by faith when it is attacked by authoritarian dogma. Always, in the final act, by determination and faith.”

― Archibald MacLeish

Saturday, August 11, 2012

Globe Telecom/Skycable: Are your customer service depts. run by robots?

EQ POLL: In your opinion, what inspires corporate respect?

Strong management
5.48%
Ethical business practices

40.41%
Sound business strategy

4.11%
Product innovation
3.42%
Revenue and profit growth

0.68%
Prompt action on consumer complaints

17.81%
Nice ads about products

0%
Valuable products and services

17.81%
No corporate scandals

10.27%


EQ Question to Globe: Is it too much to ask you to place the amount to be paid right there in the e-mail?


Dear Valued Subscriber,


Please find attached your current Globe Mobile bill for account number --------
covering 27 Jun 12-26 Jul 12.

To view your bill, simply type in your last name followed by the last four (4) 
digits of your Globe mobile number when asked for a password (e.g., 
delacruz1234).

Note: For accounts with multiple mobile numbers, use the last four (4) digits of 
the first mobile number listed in your statement of account. If your last name 
is hyphenated, please omit the hyphen from your password.

You can also view your bill online by logging on to www.globe.com.ph.

You will need Adobe Reader to view the bill. To download, please visit:  
http://get.adobe.com/reader/.

Should you need any assistance, feel free to fill out our online form by 
clicking on www.globe.com.ph/talk2globenow.


Thank you for being with Globe!

GLOBE TELECOM

This is an auto-generated e-mail. The signature of a Globe Telecom officer is 
not required.


Paying your Globe bills is easy with hassle-free bills payment options:
1. Globe Online Payment Service (logon to www.globe.com.ph) 
2. GCASH : Just text BILLPAY   GPLAN <8 -digit="-digit" account="account" no.="no."> and 
send to 2882
3. Auto-Charge 
4. Bank Payment (online, over-the-counter, ATM and mobile banking)  
5. Accredited Payment Centers

This e-mail message (including attachments, if any) is intended for the use of 
the individual or the entity to whom it is addressed and may contain information 
that is privileged, proprietary, confidential and exempt from disclosure. If you 
are not the intended recipient, you are notified that any dissemination, 
distribution or copying of this communication is strictly prohibited. If you 
have received this communication in error, please notify the sender and delete 
this E-mail message immediately.
Try Calling GLOBE Telecom Customer Service! Globe Telecom, Inc., one of the Philippines’ top telecommunications companies, has pioneered services in different ways, including delivery of the newest technologies. Its innovative G-Cash SMS-based service enables money transfers and purchases and payments via mobile phones. It has made Internet connection possible on handheld devices, first through GPRS, and later through Mobile Broadband 3G for high-speed internet browsing and multimedia streaming. Globe Telecom’s commitment to the customer serves an end-all: enhancing people’s lives. From Ayala Corporation Website EQualizer Post: I have read your previous posts about consumer harassment by unscrupulous debt collection agencies. For a change, here’s a different story about how consumers are treated by telecom companies. Unbelievably, this is from GLOBE TELECOM, a joint venture between Ayala and Singtel, two of the most respected companies in the ASEAN region. January 3 1) My call to Globe Customer Service (211): Computer voice: Good afternoon welcome to Talk To Globe hotline: Press 1 for English Instructions Press 2: For Rewards, Billing, Roaming or Account Related Assistance Press 1: For Mobile, Mobile Browsing or Tattoo Press:2 For Postpaid Press O:To Talk To A Customer Assistance Representative Sorry All our Agents are busy.You can use our live chat at www.globe.com Should you want to wait to talk to our representative,press 0 Sorry all our representatives are busy now. 2) I decided to try the Globe live chat at www.globe Welcome to the new, improved Globe website Please bear with us as we are still doing some tweaks and chasing a few bugs here and there. If you find any errors, We would love for you to let us know, simply flag them using our little red Flag This buttons that you can find on each page. Thanks for your patience and for choosing Globe. Need Assistance? Sorry, our Globe chat assistance representatives are busy now , email us or try our direct line at Globe 211 3) So I decided to send an email to Globe: Name:wrote my full name Telephone Number:0917——– home address:wrote my full home address birthdate:wrote my birthdate(account verification) Mother’s maiden name:wrote my mother’s maiden name (for account verification) Request:Change of Plan:Fully loaded P299 plan effective January 15.My current plan ends on January 14. Pls confirm the implementation of my request Email Reply of Globe From: Globe Telecom Chat Assist Service To: My gmail account Sent: Monday Subject: Chat Assist Auto Reply Hi there! Don’t forget to send us the following details so we can assist you with your concern as soon as possible: Account Holder’s complete name Globe mobile Globe landline Your concern as detailed as possible You can learn more about Globe’s product and services by logging-on to www.globe.com.ph Thank you! 4) Considering the futility of the live chat and email complaints, I decided to call Globe 211 again: Computer voice: Good afternoon welcome to Talk To Globe hotline: Press 1 for English Instructions Press 2: For Rewards, Billing, Roaming or Account Related Assistance Press 1: For Mobile, Mobile Browsing or Tattoo Press:2 For Postpaid Press O:To Talk To A Customer Assistance Representative Sorry All our Agents are busy.You can use our live chat at www.globe.com Should you want to wait to talk to our representative,press 0 Sorry all our representatives are busy now. I waited for 15 minutes and listened patiently to the Globe jingle music. Finally a live voice: My name is…. How can I help you? Me:My two-year locked-in plan with Globe ends on January 14,I like to change it to a P 299 plan. Assistant: Can I know some personal details first. What’s your home address? Me: I live in…….. What’s your birth date? Me: June…….. What your mother’s maiden name ? Me: Juanita B…… What’s your middle initial ?: Me:Didn’t I just give you my mother’s maiden name??? Ah,Ok.Sorry,I can’t verify your contract date now.System problem.Please call again. 5) I called again after two hours ,hoping that the Globe data base system was already ok Computer voice: Good afternoon welcome to Talk To Globe hotline: Press 1 for English Instructions Press 2: For Rewards, Billing, Roaming or Account Related Assistance Press 1: For Mobile, Mobile Browsing or Tattoo Press:2 For Postpaid Press O:To Talk To A Customer Assistance Representative Sorry All our Agents are busy.You can use our live chat at www.globe.com Should you want to wait to talk to our representative,press 0 Sorry all our representatives are busy now. I waited again for 20 minutes and listened patiently to the Globe jingle music. Finally a live voice: My name is…. How can I help you? Me:My two-year locked-in plan with Globe ends on January 14, I like to change it to a P 299 plan. Assistant:Sorry, please call 5 days before the contract ends. Me:Ok I will call on January 10.Thank you 6) I called Globe on January 10, 5 days before the expiration of my current locked-in contract,per the suggestion of the customer service representative: Computer voice: Good afternoon welcome to Talk To Globe hotline: Press 1 for English Instructions Press 2: For Rewards, Billing, Roaming or Account Related Assistance Press 1: For Mobile, Mobile Browsing or Tattoo Press:2 For Postpaid Press O:To Talk To A Customer Assistance Representative Sorry All our Agents are busy.You can use our live chat at www.globe.com Should you want to wait to talk to our representative,press 0 Sorry all our representatives are busy now. I waited for 20 minutes and listened patiently to the Globe jingle music. Finally a live voice: My name is…. How can I help you? Me:My two-year locked-in plan with Globe ends on January 14,I like to change it to a P 299 plan. Assistant: Can I know some personal details first. What’s your home address? Me: I live in…….. What’s your birth date? Me: June…….. What your mother’s maiden name ? Me: Juanita B…… What is your requested change of plan? Me: Fully loaded P299 plan. What freebies? Options A, B or C? Me: What are those options? She explained in detail the three freebies options. Me:Plan A, extra SMS. Sir,you need to call on the day itself, January 14. Me:I was told to call 5 days before! Anyway, I will call on January 14.Thanks. 7) I called on January 14: Computer voice: Good afternoon welcome to Talk To Globe hotline: Press 1 for English Instructions Press 2: For Rewards, Billing, Roaming or Account Related Assistance Press 1: For Mobile, Mobile Browsing or Tattoo Press:2 For Postpaid Press O:To Talk To A Customer Assistance Representative Sorry All our Agents are busy.You can use our live chat at www.globe.com Should you want to wait to talk to our representative,press 0 Sorry all our representatives are busy now. I waited for 15 minutes and listened patiently to the Globe jingle music. Finally a live voice: My name is…. How can I help you? Me:My two-year locked-in plan with Globe ends on January 14, I like to change it to a P 299 plan. Assistant: Can I know some personal details first. What’s your home address? Me: I live in…….. What’s your birth date? Me: June…….. What your mother’s maiden name ? Me: Juanita B…… What is your requested change of plan? Me: Fully loaded P299 plan. What freebies? Options A,B or C? Me: What are those options? She explained in detail the three freebies options. Me:Plan A, extra SMS. Sir,please wait while i check your contract. After 5 minutes,the lovely voice said: “Sir,I just checked your contract, it ends on January 15, not January 14.” Me: Whatever.Just change the plan on January 15 then. The lovely voice said:Sir, it’s done.This is the confirmation number:FLP11010001856.” I asked, “what’s your name?” “Nicole” sir. Pls call tomorrow to confirm implementation. Me:Why should I call again? Nicole: to confirm. Me:Whatever. 8) I got a text message from Globe on the evening of January 14: Sir, this is — from Globe .The requested change of plan cannot be implemented on January 15 . Per our records, the contract expires on January 16. 9) I reported this crazy mix-up to a Globe manager. 10) I then got a Globe text: Per instruction of Mr ._______ ,we will implement the change of plan on January 15 . 11) On January 15, I got another GLOBE text: “We will charge you on a pro-rated basis for advancing the date of the change of plan from January 16 to January 15.”


Dear Sir/ Ma'am,

We sincerely apologize for no cable TV signal caused by the technical problem our digital system is currently experiencing. Due to the same technical problem, our hotline is undergoing heavy congestion, preventing many subscribers such as yourself from immediately reaching us.

Please try unplugging your Digital Box, plugging it again and turning it on using your remote.

Alternatively, you can do manual scanning.
Press MENU
Press INSTALLATION
Input Password: 0000
Press MANUAL SCAN
Set Frequency to 447
Mode is NIT
then press START SEARCH
Once search is done, press EXIT to return to program

Again, please accept our sincere apologies on this matter. Rest assured that your concern will be attended.

Please disregard if your viewing is uninterrupted.

Thank you and best regards,


SKY Office Support
Customer Care Division

EQ Question: Is Skycable Customer Service run by robots?