The EQ Post

TRUTH & TRUST. For God & Country. Fearless citizen journalism.Year 10.

EQ

EQ
"Let the World Condemn Duterte!" New York Times

EQ Video

EQ Post HOME

Reflections

“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, June 28, 2014

The State of Customer Service in Salim's Public Utilities Colossus (PLDT,Maynilad and Meralco)

The SALIM Public Utilities Colossus
MVP has successfully placed much market power in the hands of one company, creating a public utilities colossus the likes of which the country has never seen. He served his principals well!
 MVPangilinan: The Salim Point Guard In The Philippines
Manuel V. Pangilinan (also known as MVP to associates and media, is the chairman of the Philippine Long Distance Telephone Company from 1990 up to the present, chairman of TV5 from 2009 to present and CEO of Hong Kong-listed First Pacific Company, Ltd. 
Manny Pangilinan is such a savvy Filipino businessman. He has successfully placed much market power in the hands of one company, creating a public utilities colossus the likes of which the country has never seen.
If it's good for Manny Pangilinan and his principals (the Salims of Indonesia), is it also good for the country ???
Manny Pangilinan: Have you tried calling PLDT DSL Repair?
Try calling PLDT DSL repair:172
"Your call is important to us. Our service representatives are assisting other calls at the moment.Please stay on the line until a representative becomes available to take your call."PLDT recorded voice(Repeated xxxxxxxxxxxxtimes)

Manny Pangilinan: We, the ordinary folks  and paid subscribers of PLDT DSL, hear this message  probably a hundred times if we wait patiently ( 45 minutes to an hour) until a PLDT DSL customer service actually answers our call via PLDT DSL repair (172). We have actually MEMORIZED this recorded line from the endless repeats.

Please try it at least once. Call 172 .Don't delegate. You will understand our frustrations.

While we are on this subject, we  would like to ask 3 basic questions:

1)Why does our actual DSL speed NOT usually match the agreed DSL speed per our subscribed plan? We regularly check our actual speeds via Global Broadband Speedtest by ookla.

2) Why are there frequent DSL interruptions since the start of this week? Is this related to school opening (are there more public school students going to the internet shops to prepare for their school assignments?).

3) Are you understaffed in your PLDs call centers? Do you have too few customer representatives in proportion to the huge volume of complaints NOW?
Confusing Maynilad announcements
1)Ist Maynilad announcement: 
There will be a three-day water service interruption in parts of Metro Manila and Cavite--from Holy Wednesday (April 16) to Black Saturday (April 19).
In a statement, Maynilad Water Services Inc. said the interruptions will give way to a flood control project of the Department of Public Works and Highways (DPWH)
2) 2nd Maynilad announcement:
Maynilad Water Services Inc. (Maynilad) on Thursday cancelled its scheduled three-day water service interruptions in parts of Metro Manila and Cavite.
In a statement, Maynilad said they were forced to stop the pipe realignment activity along Juan Luna St. corner Hermosta St. in Manila because of a defective 30-year-old valve.
Maynilad said the valve could not totally close off their primary line because of a worn-out disc.
"With water continuously flowing into our primary line, it became impossible for our contractor to install the pipe assembly that would allow the flood interceptor of the Department of Public Works and Highways (DPWH) to cross over our pipe," Maynilad said.
Customer service is the provision of service to customers before, during and after a purchase.
What Customer Service???
According to Turban et al. (2002),[1] "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
The importance of customer service may vary by product or service, industry and customer.  From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. From Wikipedia
The True Story of Meralco BureauCRAZY!

An Irate EQ Reader : BUSTED STREET LIGHTS. 

Meralco Customer Care
For Ripley's Believe it or Not!
fill up this form and you will get this reply:
arsvr2k3m1:8080
Try complaining via email:
Meralco Call Center (callcenter@meralco.com.ph)
The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.

Customer Complaint:
February 20, 2013

 "HELP please.
Two of our Meralco Street lights are busted AGAIN!
 Both busted lights are YELLOW."

Reply no 1:

"Thank you very much for writing us. It is always a pleasure to be of service to our customers.
 We created the necessary streetlight report to be attended by our
 Sector for checking. Please note that the estimated time of response to streetlight complaints is within three to five working days upon report."
For reference, your report number is----- If you wish to make
a follow-up on this, please provide the report number so we can give you feedback.
Please feel free to email us again for other concerns, comments and suggestions or contact us through our Call Center hotline 16211 or 631-1111 for assistance.

Reply no.2

"Thank you for bringing the matter to our attention.
Based on our records, your report (with reference number-----) has
already been referred to our ------ Sector for checking. Also, we had coordinated this matter to the above-mentioned office and they had informed us that this is already assigned to our crew with Pick-up #  .
Rest assured that we will make the necessary follow-up regarding your concern.
Please feel free to email us again for other concerns, comments and suggestions or contact us through our Call Center hotline 16211 or 631-1111 for assistance."

Reply No. 3:

"Thank you for bringing the matter to our attention.
We apologize for the inconvenience this matter has been causing you. Based on the feedback provided by our crew on your report, our crew have already replaced the defective streetlight bulb that you are reporting.
However, since you are reporting it again, we deemed it necessary to create another report to be referred again to our  Sector for
checking/execution.  For reference, your new report number is -----. If you wish to make a follow-up on this, please provide the new report number so we can give you the feedback."
Please feel free to email us again for other concerns, comments and suggestions or contact us through our Call Center hotline 16211 or 631-1111for assistance.

February 27, 2013
Reply no 4:Thank you for bringing the matter to our attention.
We apologize for the inconvenience this matter has been causing you. We have already made the necessary follow-up and coordination with --------Sector we were informed that a crew with Pick-up number------- under Mr.-----
was already assigned and dispatched to check the busted streetlight in your area. Rest assured that we will monitor the progress of your report.
Please feel free to email us again for other concerns, comments and suggestions or contact us through our Call Center hotline 16211 or 631-1111 for assistance.