Why I Hate Globe



If there are readers here who are from Globe or in any way connected with the company, please, don’t get offended; I am just sharing my recent personal experience.


………………………………


I know HATE is a strong word. But i do really hate Globe. Here's why...


Last December, I received a thick blue envelope.


Curiously, I opened it.


Inside were a mailer, a brochure and a jointly signed covering letter from Citibank & Globe. And it says….


Dear Valued Cardholder,

Greetings from Globe & Citibank!

As a valued Citibank Credit Cardholder, we are pleased to offer you these exclusive handset and gadget deals in time for the Holiday season brought to you by our partner, Globe.

Globe is offering handsets from Blackberry, Nokia and Samsung, bundled together with the latest iPod Touch or PlayStation, all for FREE, for every new Globe Postpaid subscription enrolled in Citi One Bill. These exclusive offers will give you as much as P58,000 worth of discounts on handsets and gadgets, which only you as a Citibank Credit cardholder can enjoy.

We encourage you to browse through the enclosed brochure to help you find the Globe Postpaid plan that is most suitable to your needs. To enroll in Citi One Bill, kindly fill out the enclosed registration from and send via fax to (632) 739-0452 0r (632) 739-0368, or e-mail toglobe-citipromoPTS@globetel.com.ph on or before December 31, 2010. You may also call the Globe Hotline at (632) 730-1588 for more information.

Once again, thank you for choosing Citibank and we look forward to more rewarding experiences with you.


Sincerely,

Signed for Citibank, N.A. by

Citibank’s Credit Payment Products Director


Signed for Globe Telecom by

Globe’s Chief Marketing Officer

..................


Now, I have been a SMART subscriber for the last 15 years or so since their ANALOG days pa. ‘Day, yun yung time na in na in pa pag may antenna ang ‘yong cellphone at Ericsson ang una kong phone (Hindi pa merged ang Sony at Ericsson). May pager at beeper pa nga ‘non.Highschool yata ako that time. Char!


So far, I am quite satisfied with Smart's service. But Citibank and Globe’s offer is quite tempting.


Natukso aketch.


For Plan P999 = FREE PlayStation Portable + Nokia 2690


The plan is consumable plus meron pang freebies like monthly free calls and text to other networks chuva.


Prior to receiving this offer from Globe, I promised my four-year old niece a PSP for Christmas for excelling in her class. Sobrang excited ang little princess about it.


I have allocated na nga a budget for this Christmas gift.


P17K.


Now, here comes Globe’s offer na nga.


Since my retention plan with Smart is about to expire, perfect timing mag-switch sa Globe.


After reading the PROMO TERMS & CONDITIONS, I filled up the application form and faxed it along with the required document – which, according to the application form is just a copy of proof of identification. So I faxed na din my multi-stamped passport. Choz!


Seven days later, tumawag ang Globe. They received my application na daw and it was approved. Bilis!!! 'Yun nga lang, hindi pa daw available ang PSP. Mga 3-4 days pa daw.


Ok lang. Wait lang akey. Three weeks or so pa naman before Christmas.


Seven days after wala pang tawag ang Globe regarding availability ng unit so I decided to make a follow-up call. To my surprise, wala daw silang natatanggap na application under my name.Shock ang lolah nyo.


This new CSR from Globe asked me to re-fax my application form and my passport.


At dahil submissive aketch in real life, so I did.


After 30minutes, I called if they received my application form na.


Kulang daw.


Sabi ko, “Ano ang kulang?”


Wala daw PROOF OF FINANCIAL CAPACITY.


For a P999.00 monthly plan???? I pay more than that sa Smart.


And prior to that, I was one of the first subscriber of Globe Visibility and I was able to finish my 30-month contract with them na ang monthly bill is P2,000.00!


Hindi naman sa pagtataray. I told them; you made this offer because I was pre-qualified. It actually says in your Terms & Conditions that:


"This promo offer is available exclusively to pre-selected Citibank Credit Cardholders of good standing, with Citibank and who are not currently Globe consumer postpaid subscriber."


I am a Citibank cardholder since year 2000 (I have a Titanium credit card with a credit limit enough to make a 50% downpayment for a new car). Char!


For Citibank to give me that much credit limit, I have probably earned their trust. I am able to maintain a good credit standing for the last 10 years. And that, i think, is enough to prove that i am capable of paying a P999.00 monthly plan.


Anyway, keri pa rin. Sabi ko, sige, ipa-fax ko yung latest Income Tax Return (ITR) ko (ng ma shock kayo, char!).


So fax uli ang lolah nyo.


Tapos, call uli aketch to check if they have received it.


Oo daw.


Pero, i-fax ko din daw yung photocopy ng Citibank credit card ko. Back and forth at isulat ko daw ang card type. And another thing.... Proof of billing!


Ganon???? Haayyyy...... Bakit hindi pa pinagsabay-sabay sabihin para isang fax na lang???!!!


Nakaka-highblood. Hindi ko feel ang ugat sa noo, so smile na lang uli.


Dahil nga ang halaga ng isang bagong PSP sa SM Makati ay P16,500.00 mega patient ang inyong abang lingkod. Kung may Best in Patience among Globe customers…. Wagi ako for sure kung hindi man honorable mention.


So, ok. Fax uli aketch.


Tapos, tawag uli. Na-receive na pow ba???


Hindi pa daw.


Uulitin ko pow ba?


Oo daw, tapos, isabay ko na daw sa fax yung in-email nilang Globe Handy Phone Order Form.


Haaaaa???????


So open akey ng e-mail at nandun nga yung form. Print ko sya. Fill-up and now I am ready to fax AGAINNNN!!!!


FAXED!!!


Me: “Na receive nyo na?”


Globe: “Hindi pa sir. Can you try at this number: 739-1888. And can you fax ALL the requirements and the application form ulit po.”


Sa isip ko, nanghihinayang lang talaga ako sa masi-save na pera if I get this PSP for free kuno.


So fax uli ako aketch.


Application Form? FAXED!


Handy Phone Order Form? FAXED!


Income Tax Return? FAXED!


Photocopy of Passport? FAXED!


Photocopy of Citibank credit card? FAXED!


Proof of billing? FAXED!


FAXED! FAXED!! FAXED!!!


At tumawag naman sila after a few.


Na-receive na daw lahat except the Globe Handy Phone Order Form at Proof of Billing. Siguro dahil sa dami ng nagpa fax at dami ng pina fax, natataranta na ang fax machine nila.


Pwede ko daw bang I-fax uli.


I had it.


Naisip kong dalhin na lang ang lahat ng requirements sa pinaka-malapit na Globe Center sa akin– which is Greenbelt.


Kuha ako ng number sa guard. Tapos wait. Wait still… and then tinawag na ang number ko.


I spoke to a Customer Service Representative at inabot key ang santambak na dokumento.Tinalo ko pa ang magbubukas ng negosyo sa dami ng papeles.


Napansin ko ang pagtataka sa mga mata ng CSR.


Humingi sya ng help sa isang kapwa nya CSR. Pareho silang binalot ng pagtataka.


Akala ko naman ay na starstruck lang ang mga bilat sa beauty ko. Hindi pala. Ang sabi nila…


“Sir, we are not familiar with this offer. Our PRIORITY SALES TEAM is handling this. You must directly coordinate with them.”


Ganon?


Priority?


Really?


HINDI KO MA-FEEL!!!


Kung ang situation ko ay PRIORITY how much more ang nasa least of priority. Tutubuan ka lang ng kulaba sa mata… and that's priority? Syet na malagkit!


Nag-flash uli sa bumbunan ko ang libreng PSP.


So, back to FAXING uli ang lolah nyo. Haay, kung susumahin lang ang oras na ginugol ko to fax those documents, nakapagpaligaya na siguro ako ng 3 Korean boy bands. And each band usually has more than 5 members!


Ganon lang ka incompetent ang system nila, for once I thought I was dealing with a government agency! Sohweee sa mga tinamaan... may personal experience din ako dyan. Hihihi!


FAXED uli.


Tawag ako.


Na-receive na daw nila finally lahat ng documents. Waiting lang daw sa unit.


Salamat sa mga dyosa. Makatitipid ako sa regalo kay favorite niece!!!


One week before Christmas, wala pa ang anino ng PSP.


Tawag ako to follow-up.


CSR: “Sir can I have your SNS number?”


Me: “Ano ‘yon?”


CSR: "Hindi ho ba kayo in-issuehan ng SNS number.”


Me: “Nope. Whose supposed to issue.”


CSR: “Nung nag-apply kayo.”


Me: “Huh! Wala. Can you just check if there is an application under my name?”


CSR: “I already did Sir… wala po.”


POTANG BENGI!!!


C'EST DES CONNERIES!!!!


Hanung nangyari??????


'Yun yung time na nag-evaporate completely ang aking natitirang limited supply ng pasensya to thin air.


I swear, nag join forces lahat ng kontrabida sa local cinema at nag-conspire silang i-posses ang aking katawan. At nag-talak ng 4 minutes, non-stop at walang censorhip ang inyong lingkod sa kawawang CSR.


Recorded daw ang conversation.


Keber kung recorded.


I-benta nila sa iTunes if they want.


Kailangan kong ilabas ang trapped emotions.



Masyado na kong na-HURT!!! Para akong tangang paikot-ikot na lang sa proseso nila! Kung dragon lang ako, tostado na sila sa galit ko.


Pero after pakawalan ang himutok at inis, at nahimasmasan ako ng konti, nag apologize naman akey for the outburst….


Me: “Pasensya ka na, kailangan kong ilabas lahat ng ito.”


CSR: “I do understand Sir, what I can do is accept your application now. I'll give you an SNS number and I will facilitate this application myself.”


Oh my… mahahalikan ko sya sa tuwa. Ang bait lang nya despite the sermon.


Nag-interview portion kami at sya na ang nag-fill-up ng application on my behalf.


Sweet!!!!


CSR: “Paki-fax po lahat ng requirements today Sir para mai-ayos natin agad. We will call you as soon as na-process na yung application nyo.”


Eto na naman. Fax uli? Hinga ako ng sobrang lalim, think of my happy place.... happy place.... happy place..... and in my sweetest, most angelic voice I said…


“Sure! Now na!”


CSR: “Here is your SNS Number: 666-666”


So, medyo maluwag na ang dibdib ko. Nailabas na kasi ang feelings at may hope pa 'rin na makuha ang free PSP.


Fax uli ako.


The following day… wala pa’ng tawag ang Globe.


Dec. 21…


Noong time na ‘yon, hindi na ako umaasa. Sinabi ko rin sa sarili ko na hindi na ako tatawag sa Globe. Kung darating... ok. Kung hindi.... FAXED YOU na lang Globe!


Dec. 22…….


Malabo na. Magpa-Pasko na.


With a heavy heart dahil despite all my effort, wala rin palang mangyayari, I gave up na. Ang sakit lang nung pinaasa ka tapos pina-ikot ikot ka eh de-dedmahin ka lang pala.


That afternoon, I went straight to SM Makati and bought a PSP.


I can never let a child - specially my niece, sulk in frustration because hindi natupad ang Christmas wish nya. She will be scarred for life pag nagkataon. And I will be the Grinch who stole her Cristmas!!!


‘Tong gandah kong to… GRINCH?????











P16,500.00 ang inabot kong payment.


Ang daming Starbucks lang ang tiniis kong hindi inumin.


Ang daming boylets lang ang hindi ko na-angkin.


Hayyyyy…..


Pero that amount is nothing compared sa happiness ng aking pamangkin specially when she started unwrapping her gift. I wrapped the gift myself and i got carried away. Ito ang kinalabasan...

















Masaya ang Pasko. Nalimutan ko na ang lahat. Parang break-up lang, i have to move on.


New Year na.


Back to work.


Last week, nag ring ang mobile phone ko…


“Hello, this is Chuvaka Chennes from Globe, can I speak with Ms. Chuniverse?”


Me: “Yes…”


CSR: “Sir, I just want to inform you na extended po until January 31 yung Globe Rush offer. We have your application in our record but the requirements are incomplete. Could you fax....”


FAX na naman???!!!????


Me: “Stop there Miss. I am no longer interested. I've had enough. Your system sucks. I have decided to keep my Smart Gold subscription. And please…. please lang... STAY AWAY FROM ME!!!!”


To Globe,

Enough of your teasing. Matapos ang foreplay, you will never come naman pala. Anyway, it’s your loss, not mine…. BYE!!! For life.


My case may be an a isolated one but it did happen. Nakakalokah!


And that is, my dear readers, why i hate Globe.


XOXO, the Sexy Bitch Blogger. Char!



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55 comments:

jc said...

I'm a Globe user and naniniwala ako that their system sucks. Ayoko ka ikwento pa dahil comment box lang ito at hindi ko to blog hahahahaha!

Ang bait mo misschuni ah. Nakailang fax ka? Lols.

Herbs D. said...

Ang haba Lang niya ha. Sakit Sa bangs puta hahahah
Inpernes, pati ako na stress

Ewan said...

so what's the moral of the story?

wag basta basta maniniwala sa mga promo-promo na yan!

im a loyal globe subscriber teh pero sa pre-paid lang hehehe

Ms. Chuniverse said...

@JC.... ayoko ng bilangin kung ilan. bangungot yang experience na yan. Hahaha!


@Herbs... Oo nga ang haba. Parang diary lang. hahaha!


@Ewan... I learned my lesson, the Globe way. =)

buendiaboy said...

hehehe.im from globe..sori from the incoveniences


papalitan ko na lang ng car yung psp courtesy of globe

chuni paki fax na lang ulit yung application form and other documents

char...

seriously handle ko ang globe and may ganyang cases talaga

Anonymous said...

hi miss chuni
ganyan talaga ang globe considering dati loyal globe subscriber ako (2000-2005)sosyal ka pag globe user ka dati kaso nagmumukha ka namang kawawa sa service na binibigay nila...
anyway, pwede ba tayong magfax?

xoxo,
pikoy

Aris said...

globe user din ako. alam ko kung gaano sila kagulo kaya di ko pinapatulan ang mga promo-promo nila. i admire your poise and patience sa pangyayaring ito. isa kang tunay na beauty queen! choz! :)

Bleeding Angel said...

ito na yata ang piankamahabang entry na nabasa ko from start to finish... i have the same problem with their customer service kaya nag prepaid na lang ako :) hahahaha

Ms. Chuniverse said...

@Pikoy... magpa-fax tayo? hihihi! how how de carabao? hahaha!


@Aris.... Thanks. They should have polished the procedure prior to implementation. Paano sila makaka convince ng switchers that way.


@Bleeding Angel... hahaha! at iyan na rin ang pinakamahaba kong entry.

Carlo said...

na-feel ko ang poot mo sa globe, madam hehe. nakaka stress nga sila!

my-so-called-Quest said...

seems like a lot of faxing happened. hehe. i'm a globe subscriber since high school pa ata i have to admit din that their customer's service is one of the worst, lalo na sa broadband.

dynonel said...

fax you Globe, ganun?

Globe din ako, kami for quite some time kaya lang eh prepaid lang. ok naman so far. kaka yamot nga naman ang experience mo Ms. Chuni.

stick to Smart na lang tlga. dun ka kc hiyang (nagparang shampoo??) hehehe

more power sa blog mo!

Ms. Chuniverse said...

Carlo... so, ramdam mo pala ako. thanks! hehehe. =)


@Doc Ced.... Mas patient ka pala sa akin kung ganon? Ilipat ko sa 'yo ang award. hehehe!


@Dynonel.... Salamat. Oo sobrang hiyang na ko sa Smart, pwede na nila akong bigyan ng loyalty award. char! =)

kaloy said...

almost the same experience pero with HSBC naman... na-engganyo ako sa promo nila na i-tatch, pero after so much faxing and re-faxing, follow-ups and customer complaint numbers, pinagsa-Diyos ko na lang... the promo expired, got extended and then expired again but lo & behold, i haven't availed it yet...

Anonymous said...

Adik ang Globe. Last August they called me to say that I have a reward from them and mamimili na lang ako. To cut the story short at saka how may calls from them and from me until now wala pa din ung rewards. Nakuha ko ng ung voucher wala naman stock ung partner store nila. How ironic na globe pa din ako ngayon. Immune na cguro ako kaya di ko na pinansin. Anyway congrats kasi Smart ka - literally and figuratively.

Ms. Chuniverse said...

@Kaloy... kainis devah? ang sa akin lang - do not offer, if you cannot deliver.


@Anonymous... Ay, thanks. Flattered naman ako. hahaha! Well, iyan ang tinatawag na battered-wife syndrome. =) Thanks uli.

iurico said...

Natapos kong basahin itong post mo chunilee! Kakaloka! I cam empathize. Had the same horrible experience from Globe!

Sean said...

jusko they can't get enough of you ms. chuni. lagi silang nagpapa-FAX sa iyo! hay nako bwisit nga yang globe. mula ng ondoy di na nagwork ng matino yung internet connection sa bahay namin. service really sucks. buti sana kung may bibig yan no.

Nishiboy said...

kelangan talaga nila i-train mga csr nila nang maigi. usually pag tumatawag ako dun ang clueless nilang lahat.

Mike said...

Nstress naman ako dito madam chuni. Nakakaloka Lang talaga ang experience mo.

Anonymous said...

Ako nga madam Pioneer DVD Player lang ang makukuha ko sa loyalty reward program ng globe na yan pinag-damot pa..... wala kuwenta ang Customer Service ng Globe

Ms. Chuniverse said...

@Iurico... maybe they should start reviewing their system/procedures noh?


@Sean... Hahaha! Now i remember, that's the very reason why i terminated my Globe Visibility. Intermittent na ang signal after Ondoy and they were not able to fix even after a few months.


@Nishiboy.... oo nga. They're very respectful naman pag kausap. iyon nga lang, para kang nakipag-usap sa answering machine coz pagkatapos nyong mag-usap parang napunta na sa limbo yung concern mo.

@Anonymous... nag reward pa sila. hehehe!

Anonymous said...

Globe yung isang account namin dito sa office. Baka dito na route yung calls mo. Ill check with our trainers about yout issue :)

Harlan said...

Globe yung isang account namin dito sa office. Baka dito na route calls mo. Ill check with the trainers. :)

Jpy Dee said...

natawa ako sa paulit ulit na fax. nakakagago sya sa totoo lang. paano na lang kung kelangan mo pang tumawid ng 2 bundok at 3 ilog para lang makapagpafax? hahaha. ok exagg ako. LOL.

may ganyang karanasan din yun kaibigan kong atty. tungkol naman sa reservation ng iPhone. inaway away nya din yung mga keme.

oh well, Globe subscriber ako. pero wala pa naman akong experience na ganyan sa kanila. wag naman sana. ayoko. LOL

Pipo said...

Before I applied for a mobile postpaid line, tinesting ko muna ang customer service ng Globe, Smart at Sun. Mahalaga kasi saken na A-Ok ang customer service. Based sa aking judgment, Globe ang pinakapanget ns customer service. Smart ang pinak efficient at Sun naman ang pinaka friendly.

Pero dahil 99.9% ng contact ko ay Globe, wala akong choice. Pero so far, bukod sa spam msgs na nagbebenta ng condo o kotse at tska nanalo daw ako ng 1 million, okay naman ang service.

Ms. Chuniverse said...

@Harlan... Thanks, but i made up my mind na. I have no use for the PSP na since i bought one na for my niece. =)


@Jpy.... Kaya naman i'm sure, tinalo ko pa ang eruption ng Pinatubo ng mapuno na aketch. How can they convince me to switch at how can they say na they pre-selected me if they will make it so difficult for me to subscribe?


@Pipo... Hahaha! sana may totoo kahit once na nanalo ka. You'll be so loyal to them pag nagkataon. =)

Spiral Prince said...

marami ding nagrereklamo sa wimax ng Globe. :O

aru said...

baliw yang globe na yan...

if not for the lock-in period,matagal na akong umalis...

their internet service equally sucks!

Anonymous said...

globe used to have an efficient system but it has really deteriorated from bad to worse...

Ms. Chuniverse said...

@Spiral... really? and it is heavily advertised on tv.


@Aru... i know. that is why i terminated my Visibility after the lock-in period.


@Anonymous... and how come they're not doing anything to improve the system. or if they are... bilisan nila! dumadami lang naiinis sa kanila noh.

Desperate Houseboy said...

Sexy Bitch Blogger, i really admire you for your patience and for your attempt to make this world a better place but if I were in your position, ampupu nilang lahat. mga punyemas sila. hahaha. Much love. No.1 fan - houseboy.

Anonymous said...

Ms. Chuni,
Tama ba ang pagkakabasa ko "photocopy of the credit card, back and front.."????

siguro naman hinde mo ginawa ano? if you did, parang awa mo na, declare the card lost and ask Citibank to replace it...

Nagmamalasakit...
Pusong Sawi, Bilat na di pa nahahawi...

Echos Erita said...

And the bottom line is -- I LOVE YOUR SNS Number! 666-666! Wow!

Nimmy said...

syet! ang daming fax moment un ah! haggard!

ayyy! i was planning to get a globe postpaid plan pa naman. thanks miss! :D

stick na lang ako sa sun.

efrenefren said...

tinweet ko sa globe eto ang reply

@talk2GLOBE Globe Telecom
@efrenefren Thanks for sending that in. @misschuniverse would you mind if I ask you details thru DM just so we can look into it?

http://twitter.com/#!/talk2GLOBE/status/32795909175648257

john chen hui long said...

from airport personnel to immigration people to customs officers, the signs that manila is totally fucked up show. i understand now that it gets worse once you're inside. even here in our embassy in singapore, it takes five pinoy idiots to process one simple document. i feel your pain, ms chu. :-(

Anonymous said...

hay naku ate chuni, i also have a horrible experience with smart bro. may weakness talaga bawat malalaking company kaya I stopped being loyal na. kung pwede prepaid na lang sa lahat ng service para madaling mag-switch :)

thecuriouscat said...

I would completely understand, kung ako yun sa lugar nko ewan ko lang baka atakihin nko sa puso

iurico said...

Chunilee, in response to your question. I dont think the root causes of an "awful" customer service are the processes or procedures. These are merely "effects" brought about by the "primary" root causes. Addressing the effects than the root causes would merely be fire-fighting - not fire-preventing.

In the industry that I'm with, this usually stems from lack of specific set of competencies from the management and leadership group - performance management, continuous process improvement, statistical analysis on data and interpretation, etc.

I think (and I'm basing this from countless MBRs) they should think about hiring someone with strong project and change management experience who'd take the lead in identifying the key areas of opportunity and consequently propose sound, specific and sustainable action plans.

That, or they need to fire their current leaders and replace them with more "qualified" ones.

(I was just kidding on the last paragraph, baka may mag-react) hehe

Blakrabit said...

Uh oh, kakakuha ko pa naman ng post paid line sa Globe today!!! Huhu

RainDarwin said...

globe postpaid subscriber din ako dati. More or less 3K ang binabayaran ko monthly. Pero nung nag-prepaid ako more or less 800 lang nagagastos ko.

Pero let's face it na ang network ng PLU ay GLOBE! Kaya kapag may twink akong kilala na globe user, pinagdududahan ko hehehe.

boplaksnakelot said...

ang bait mong bata ka.. super fax talaga! nakakaloka naman yang fax machine nila at nde makuha lahat ng pinapadala mo anyways, may problem din sa side ng globe since wala silang other means para naman makuha requirements mo.. email perhaps super scan the docs for sure malinaw pa mga copy nun.. one thing more, cust svc nila cannot really handle the calls masakit lang talaga sa batok!!!

Ms. Chuniverse said...

@Houseboy... Thanks! I just coined that Sexy Bitch Blogger from the infamous Big Bad Blogger. Hahaha!


@Pusong Sawi... Huh! Thanks! Thanks! Will do that. =)


@Echos..... echos lang yung SNS number na 'yon. I just felt that time na all the negative vibes are conspiring against me. Hahaha!


@Efren.... Thank you so much. But it's too late na for Globe to address my concern. I'm not switching anymore. Nasabi ko na ang experience ko and some readers pala have the same bad experience with them. What they should do is address yung mga problema ng mga existing subscribers nila and improve their system. Thanks uli. Mwah! =)

Ms. Chuniverse said...

@Nimmy... Haay... nanlambot lang ako everytime maaalala ko 'to. Hahaha!


@John... siguro nga were so used to the incompetencies that most of us eh immune na. So far i never had any bad experience with the immigration but the airport... hello! It's deteriorating right before our very eyes. At walang gumagawa ng action. But i never thought that Globe will be much worse. I was expecting them to be more professional pero hindi pala.


@Anonymous... well, tama ka. Easier to switch kung pre-paid rather than post paid na may lock in period.

Ms. Chuniverse said...

@Curious cat.... hahaha! i will not give them the chance to do that. Thank God at hindi lang sila ang telecommunications company dito.


@Iurico... Amen to that! =)


@Blackrabbit... Buti ka pa. Ako nga application stage lang sumuko na. Hahaha!

Ms. Chuniverse said...

@RainDarwin.... I remember nung time na Globe at Smart pa lang during Analog days, teka may Islacom pa non, Hehehehe, pang richie-rich ang dating ng Globe. Pero i know that time na mas maganda sila compared with Smart. Coz sila ang unang nag-offer ng texting (SMS). Pero as time goes by, parang nag deteriorate lang. Sayang.



@Boplaksnakelot... Thanks! Actually, pwede daw i-email but i don't have a scanner. And 'yun nga, from the original requirement na ID lang, dumami na ng dumami ang hiningi nilang requirements. And tama ka, dapat they have other means. Nagpunta na nga ako sa Globe center, hindi pa tinanggap. Sabi ko nga, dapat they should have accepted it kasi GLOBE din naman yon. Hayyyy......

Vladmr Geoff said...

Hi Ms. Chuniverse,

Coming from a telco industry, this is my insight on what had happened to your predicament with Globe Consumer Segment on their partnership with CitiBank.

It is true that you have been pre-selected as a qualified subscriber based on the list provided by CitiBank Marketing to the Globe Consumer Marketing Group. They have filtered the list provided to check in their system if you have an existing Globe Postpaid account and *tadah* wala ka ngang Globe Postpaid Acct.

The pre-qualified arrangement of CitiBank and Globe is that Globe's Credit Management Dept. for Consumer Segment can easily process and approve your application based on credit evaluation (their office is at the Globe Pioneer Bldg.) provided that the 3rd party contractor of Globe Consumer Marketing will be able to submit to their end your application form. The 3rd party contractor here is the outsourced local call center acting as Globe's CSRs under the title of PRIORITY SALES TEAM. That's the reason why when you visited a Globe Business Center, they could not entertain you coz this is being handled by a different sales group and that they can only accommodate you for after-sales concern.

So, the contracted CSRs (whose office is somewhere along Paseo) are generally instructed to do the ff when entertaining calls or doing call-outs for new subscription with a certain tie-up project:
1) Secure copy of the following pertinent doscuments -
a) Postpaid Application Form
b) Proof of ID
c) Proof of Billing (CitiBank Credit Statement)
d) Proof of Income (ITR, Payslips / in this case the CitiBank Credit Statement would suffice)
2) Ensure that applicant is enrolled in Citi One Bill.

Now this is where it gets messy, Globe looses most of its customers because of the 3rd party contractor because they are not that efficient and dedicated to the business unlike Globe's direct employees. They usually loose documents or misplace them. CSR's also have a mindset to lessen the number of talk time since this is a Key Performance Indicator of their job matrix which is why you encountered the paulit-ulit na parefax statement.

Globe knows the problem and always reminds their contractor about proper account management, but iilan lang sa mga CSRs ang talagang committed sa job nila. By the way, kaya di mabitawan ng Globe ang 3rd party contractor eh its another one of the companies under the Ayala Group, so no choice sila.

This goes the same for most of the Telcos with outsourced CSRs.

So hindi nakarating sa Globe Office ang application mo day kasi naipit na sya sa san damakmak na papel dun sa Paseo. Emailing the scanned documents would have been processed easily kasi wala nang gagawin si CSR kundi iforward sa Globe ang application mo.

Kahabaghabag na sistema talaga ng bureaucracy.

Ms. Chuniverse said...

@Vladmr Geoff... thanks for the explanation. i really appreciate your comment. Now i have an idea na of what happened.

well, the bottom line pa rin here is if they cannot efficiently process applications, 'wag na silang mag offer. Customers like me are not privy to their 3rd party arrangements.

I was made to believe that I was dealing with Globe directly.

My case kasi is I didn't volunteer to switch - they made an offer which that time appeals to my need.

I'm just glad that this entry reached them courtesy of another reader. But i'm done talking to them. if it's a long standing problem and that they are fully aware of this, then turning a blind eye or a deaf ear will do them no good. The complaints will just rise up.

Sila na ang sumisira sa sarili nila.

Again, thank you! =)

Vladmr Geoff said...

No worries. Smart Communications is doing well naman ata in takig care of your account. Hopefully the telcos would be able to resolve the problem with their CSR Contractors. And give us consumers the excellent customer service experience foreigners are benefiting most.

shenanigans said...

i can sooooooo relate to this...

yung feeling na pinapaikot ka lang!

sa chinabank naman sa akin nung na debit yung atm card ko

Anonymous said...

Sir i actually work for globe and im saddened by the way you were handled,i apologize for what happened, if you will give us 1 more chance i can help you out to apply for a new plan and work you through our promos. All you have to bring is your smart bill, id and a credit card. I'm from alabang town center please feel free to visit us our sales team will be happy to assist you, again we apologize for the inconvenience

Ms. Chuniverse said...

@Anonymous... whoever you are, apology accepted. ok na ko. i have moved on na. learned my lesson. hehehe. (para talagang break-up lang). thank you for offering help but for now, i have decided to keep my Smart subscription. Siguro next time when there is more compelling reason na to switch to Globe. But that experience will forever make me think twice.

Mayumi Alice said...

Grabe talaga ang Globe! Kasing bagal ng service nila ang signal nila..

Anonymous said...

Wow! I practically searched "I hate Globe" on Google because I want to know kung may same experience ba ako. And apparently, yours is the worst that I have read. Mine is a trivial problem compared to yours. Well, I have been having problems with my BB service, and I have encountered countless CSR's. NAKAKAINIS SILA! They should do better!

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