PLDT worst customer service ever

Just when I thought Globe and Sun had really bad customer service... try calling PLDT!

1, 3, 2, area code + phone number...

"YOUR CALL IS IMPORTANT TO US. OUR SERVICE REPRESENTATIVES ARE ASSISTING OTHER CALLS AT THE MOMENT. PLEASE STAY ON THE LINE UNTIL OUR REPRESENTATIVE BECOMES AVAILABLE TO TAKE YOUR CALL."




"Our business hours are from 8am to 6pm from Mondays thru Fridays and 8am to 5pm for weekends and holidays!"


I've been calling since last night and from 8am until 12noon. All I've been hearing is those stupid lines.


Currently trying to stay as long as I can... 8 minutes and counting.


No wonder there was a customer swearing incident...


Anyway, I just wanted to confirm something about my billing statement. I've been paying more than I should it went over 8k... I just wanted to confirm and I had to take a sick leave just to call the damn customer service. I practically paid for a whole year!


At the moment... *wait...*  Someone FINALLY PICKED UP!!!! After 11 minutes and 30 seconds!


Thankfully, I was able to keep my cool and stopped myself from getting really mad at the customer rep. She confirmed that I have an over payment of 8,xxx php and that I do not have to pay my bills for 11 months... THE WHOLE YEAR!


Although, I took advantage of the fact that they record the conversations and said that I been trying to call since this morning. The rep told me that PLDT was trying to fix the system to accommodate all calls and blah blah blah... I couldn't resist and mentioned that it was ironic that they were having issues like that since they were a telecommunications company.

Shady Globe CSR Responses (Fair Use Policy)

I think they also don't know what to say about the issue... and it makes it even more annoying:

Hi Angelo,

Maraming salamat po sa inyong komento. Nais po naming ipaalam sa inyo na ang Fair Use Policy ay System generated lang po. Ang system po ang nag-aactivate sa inyong SIM card nag mag-avail ng mga promo ng Globe. Maaari naman po kayong mag-register pagkatapos po 30 calendar days.

Sana po ay nakatulong po ito sa inyo. 

 System Generated only..

To Mr. Jack:

Good day.

We sincerely apologize for the inconveniences this may have caused you.

Please be informed that National Telecommunications Commission is also the other party which implemented this rule to protect and prevent our subscribers from using the service in an abusive way. It is then by using the promos in group messages and for campaign purposes and so on.

Again, our apologies for this.

Sincerely,

Globe Customer Service 

"National Telecommunications Commission is also the other party which implemented this rule..." Pointing fingers...

Good day. We apologize for the inconvenience this may have caused you.
The fair use policy states that call and text offers are applicable for person to person transactions only. They are not intended and should not be used for commercial purposes. Call and text offers must not be abused by the subscribers (i.e. subscribers must not make an unreasonable number of calls or make unreasonably prolonged calls).
Globe has decided to tighten the control measures on text spam to protect our valued subscribers from unsolicited SMS broadcasts. Rest assured that we are always looking for ways to serve our subscribers better.
Hope this information helps you with regards to your concern.

"Commercial Purposes..."  If they had proof that my calls were for commercial purposes, it would've been ok
Unsolicited SMS broadcasts... " Again... no proof that my text were unsolicited spam
"subscribers must not make an unreasonable number of calls or make unreasonably prolonged calls...
"valued subscribers..."  Aren't we ALSO considered as valued paying subscribers?

Sorry ,Ma’am/Sir, we have disallowed you from availing our Voice Unli promos due to Fair Use policy. NTC rules that promos are subjected to Globe’s Fair Use Policy. Globe Telecom reserves the right to terminate/suspend promo subscription/s that violates this policy. This policy prevents network abuse, allows us to fully optimize network capacity and maintain quality of its services for subscribers.

Best Regards,

Globe Customer Service 

 "Reserves the right to terminate/suspend..." Don't we also have the right to use and maximize the use of what we were paying for?
 "This policy prevents network abuse, allows us to fully optimize network capacity and maintain quality of its services for subscribers..." This is like telling us to stop using the promo and let other customers who are MORE IMPORTANT to Globe.



They implement the wrong policy.. and they're also saying the wrong things...


Update: Globe replied to my post yesterday...

Here's what I said:

Whoever implemented this policy should know that it wasn't well thought of and even an elementary student can think of it. (Parang nag submit lang kyo ng draft)

How can you say that the company has the "Right" to ban a person without proof that they were spamming or abusing... Obviously, those who are complaining are not the "evil spamming politicians" Globe was trying to protect their "Valued subscribers" from. and apparently, us who have been blocked from any promo are apparently NOT the "Valued customers" they are pertaining to.

Here's the reply:

sir bakabuta,

we only block the numbers that has numerous complaint of spamming from other subscribers. 

Here's what I said back:

Then that's is quite odd, since my number and my boyfriend's number were blocked. Even though we only use our globe sim cards to call each other. So how can there be "numerous complaints" from "Other subscribers" about our numbers?

I hope you fully understand that I have been even more agitated by your response. Since, the policy that Globe has implemented can also be abused by people who accuse other numbers of spamming. Globe will, without notice, block anyone who was tagged as a spammer without even verifiying if the said complaints were true or not.

Globe Telecoms Fair use policy: unblocked

(Source)

Got this text recently:

"Free Globe Advisory: Start enjoying text and voice promos again. Please continue to be reminded of our Fair Use Policy for calls and texts. Globe reserves the right to protect its subscribers against spamming and abused deemed in violation of fair use policy. Globe is committed to provide good service quality for our values subscribers. Thank you for being Globe-connected."

Only in the Philippines will you encounter telcos who do not promote "communication."

1. Smart cuts your call after 5 minutes
2. PLDT cuts your call after 10 minutes
3. Globe cuts you off after 20 -30 minutes
4. Sun cuts you off after 1 hour.

Globe being the worst of the bunch because of their fair use policy.

"The fair use policy states that call and text offers are applicable for person to person transactions only. They are not intended and should not be used for commercial purposes. Call and text offers must not be abused by the subscribers (i.e. subscribers must not make an unreasonable number of calls or make unreasonably prolonged calls)"

What on earth is the purpose of Globe Telecoms if "subscribers must not make an unreasonable number of calls or make unreasonably prolonged calls"

My boyfriend and I call each other like 5-8 times a night, and don't call each other much during the day but we talk until we use up the 30 minutes per call. If you call that spam... then fine.. but I believe it isn't. And if what we're doing is the reason other people were not able to register or call because of the network congestion.. it's not my problem. It's Globe's problem... and they shouldn't push this Fair Use policy on the subscribers.

The Fair use policy was not well thought of. It seemed like they implemented it when it was still a draft and never thought of the following:

1. How to distinguish commercial calls from personal calls
2. How to distinguish spam from normal calls
3. Who are the valued customers?
4. Who should they protect their valued customers from.

 If globe is having problems maintaining the unli promo, or if they are not profiting from it.. why use a lame ass excuse like the  "Fair use" policy? Just stop the promo if it's not profitable. Limit the selling sim cards if it's causing so much network congestion.

Globe and NTC's Fair use policy

Globe's stupid anti spam policy... great idea... stupid implementation

"SPAM is the abuse of electronic messaging systems. SPAM messages are not necessarily offensive, and may inform the person to join a cause, join a training, apply for a loan or campaign for a politician."

"Globe has decided to reinforce the control measures on text SPAM to protect our valued subscribers from unsolicited SMS broadcasts. Rest assured that we are always looking for ways to serve our subscribers better."
(source)

Protection from unwanted spam... it's really a good idea but they are not even able to distinguish real calls from spam.

Globe's promo, Super Unli was supposed to give their subscribers UNLIMITED calls all day. My boyfriend and I use the promo to call each other every day... and apparently, calling someone everyday is a violation of the "Fair use policy" and you will not be able to subscribe to any promo they have.

It's so stupid... any call is spam for them