I haven't updated anything about the current status of my plan with Globe because I've been busy. So did I get the phone? Read to know.
My last update was July 20 when they said that they're going to give me the phone by Friday, July 23. It's already July 30 and I still don't have the phone. Someone from the rewards department called me again and clarified some details regarding my plan. I really don't mind when they will be upgrading my line because I thought I'll be getting the phone in a few days time, so that would be okay. I think it was on a Thursday when she told me details about my plan again. That was the 22st. I asked if the phone will be scheduled to be delivered the following day. They said there was a problem regarding the processing of the application that why it has been delayed.
WHAT THE? Nobody told me that there was a problem with the processing of my application to upgrade my phone. I even had to ask her if it will be delivered. I got really pissed but because she was able to talk to me properly, I agreed to get the phone by Tuesday next week. That would be the 27th, I think. After a few minutes, I realized that it would be unfair if they changed my plan when I still don't have the phone, right? So I called the Globe hotline and told them about my situation.
July 28 came and she called me up again. She said that there was a problem with my plan because they had some kind of technical difficulties. So I asked if I am still enrolled to my old plan which is My Super Plan where I pay 1800 monthly or to the new plan where I am supposed to pay 2500 monthly. I still can't believe it when she said that I HAVE NO PLAN. Imagine that. I've been juggling between two plans, guessing if my plan is the old one or the new one and it turns out that I have no plan. Amazing. And to top that, when I use Globe's services during the duration that I am without a plan, that would be charged ON TOP OF MY BILL. I was dumbfounded. I told them that they had to do something about it because the technicalities that they are dealing with isn't my problem. If they would charge that on top of my bill, that would be outrageous. She called me back after that and told me that I would have to monitor my bill and if I would like to have it removed from what I'm supposed to pay at the end of the month, I would have to consult it with them. Sosyal kayo ha. Ako pa nahirapan.
But before that, I asked again when I could get the phone. She told me that due to the errors and whatnot that they have been faced with, my phone was scheduled to be delivered on August 2. At that point, I wanted to cry. Well, not really. I was just so mad. I told her that the last day I could wait for the phone would be on Friday. Last na talaga yun. I told her that it has been two weeks or more that I have been trying to fight for this phone and it seems that no one from Globe cares. So I tried my best to convey to her about my experience from Globe. She told me that she would have to ask for approval and that she would call me back.
After a few hours, she called and told me that my request for Friday delivery was approved. I was happy. There was confirmation. CONFIRMED. YEY. So today is Friday. I've been waiting in my mom's room who has the best view of the gate in case the courier or someone from Globe will be arriving. It's already 9:08 and still, nothing. I called Globe three times today to ask for feedback regarding the delivery of my phone. Three times. They all apologized and said that they'll be reporting my situation to their supervisors who will email the department who handles these situations. THREE TIMES.
I know I'm not the only Globe customer who calls them and wants a fast feedback. I've tried their hotline and also their online assistance (Chat Assist) but nothing happens. I haven't gotten an e-mail from Globe, no phone call, no nothing.
To Globe: don't you want me to upgrade my plan? Don't you want me to get the phone? If I were Globe, I would take care of my clients, especially me, because I'm a prompt payer and you've never had a problem with me regarding payment for SEVEN years and this is what you do to me? I am seriously considering cutting line or at least voiding the upgrade. You do not deserve PHP2500 from me per month. Seriously. You should even be thankful that I've been this patient with you for almost three weeks. Actually, I don't really remember all the dates that I've called Globe but this is as far as I can remember. I wasn't even given any sort of compensation for the damages or trouble you've caused me. I have no idea why it takes this long to process my application. I thought you were the best service provider even if you also charge at a much higher rate. I got my eyes opened and no action will be made, I'm terminating my account, PERMANENTLY.
Let me end by re-quoting my tweet:
"Globe, I think its time to stop expecting form you because for the past 2 weeks, you've been a failure. Thanks for the service but my patience ends here. Goodbye."
Showing posts with label globe. Show all posts
Showing posts with label globe. Show all posts
Friday, July 30, 2010
Tuesday, July 20, 2010
Globe Gives Feedback
Edit: looks like Globe got to read this or someone updated them. Someone from Globe Shang called me and said that it's already approved. Yey for me! Will get the phone by Friday. Still, it doesn't change the fact that they have to change their system because there are still some representatives that aren't fully aware of what they are saying. What's happening to you Globe? Time to wakey wakey.
Will update you if I got my phone!
Will update you if I got my phone!
Why Globe Telecom Sucks Big Time
Just for reference, I've been with globe for more than 7 years.
Have you heard the new promo from Globe where you can get the new Samsung Galaxy S i9000? Here's one of the reviews where the promo was also mentioned.
"They offer the Samsung Galaxy S exclusively until end of the month and you can get it free on Plan 2499 (til July 31), after that, you’ll only get it free on Plan 3799. Prepaid kit is Php32k."
So, I immediately called Globe to verify if this is true. True enough, they have the promo but they said that it's only available for new subscribers. Since my 2-year contract with Globe already expired, I asked if I could just upgrade my account to the same plan to avail of the phone. The representative from Globe kept on saying that he can't do anything about it since that is the only possible way to get the phone. I asked him that if I cut my line now, will I be able to get the phone if I apply for a new line. The guy said that I can. I just found it illogical. They'll make me cut my line, apply for a new one and get the phone? WHAT? You just want me to change my number? How irrational.
To Globe subscribers: don't you think that's unfair for those who have been with Globe for 7 years already? I've been religiously paying monthly bills for 7 years and now, it seems that they are putting more importance to new subscribers compared to the old ones? 7 years. That's 84 months, 84 bills sent to my billing address, 84 times I have paid bills and now they won't let me upgrade my plan to get the phone? This is so ironic. I'm already UPGRADING my plan to get the phone and they still won't let me? I got infuriated because I am already willing to increase my monthly bill to 2499 from 1800 and they still won't give me the phone?
Anyway, I went to Shang last Saturday to actually watch a movie but that didn't push through because of time constraints. So, I decided to try my luck again and go to the Globe center in Shang. I got to talk to a sales representative. I told him about my plan to upgrade and he told me that the best thing that he could do is to endorse my account to the rewards/loyalty department. That sounded fair, maybe they could make an exception. It was a Saturday and he told me to wait up to 3 working days for a call from the rewards department.
Monday came and I called Globe for a follow up, maybe they have answers already. After maybe 2 or 3 hours, someone from the rewards department called me and said that it is already approved that I can upgrade my plan to their new My Fully Loaded Plan 2499 and to get the free phone. However, they still need my mom's approval since my mom is the account holder. So, I told her to call me by 5pm so I could go to my mom's office. 5PM came and there was no call. So, I again called the hotline to ask if maybe the sales representatives from the hotline could process it instead of the lady I got to talk to from the rewards department. They said yes as they are fully capable of handling such changes.
So, my mom came home around 10-11PM and I called Globe again. I got pretty excited because I will be able to finalize all the requirements needed for the promo and I could get it after three working days (that would be this Thursday). This is where the major problem begins.
I got to talk to the lady who was supposed to help me with my plan. I explained to her my arrangement with the rewards department but she kept on saying that I could only get the Samsung i900. Hello? Where the hell did that come from? Who said anything about i900? I kept repeating to her that I am not after the rewards since I got out of my 2-year contract. I am after the upgrade so I could get the Samsung i9000 Galaxy S. We kept going on for around 15 minutes and she kept on saying that she understands but the only handset available that I could get is the Samsung i900. I wanted to throw my Blackberry because I am already frustrated with Globe. First, they tell me that I can't get the phone. Then they'll tell me that its for approval. Then, they said they'll approve. Then, it's not available? It's amazing how well organized they are.
It doesn't end there.
I got to calm myself after maybe 15 minutes. I called again and hopefully some other service representative from Globe could understand me. So, after a few explanations, he got it. He was able to retrieve the conversation between me and the lady from the rewards department. So I though everything was set. I was about to hand my mom the phone when he said that they are NOT AUTHORIZED TO MAKE CHANGES REGARDING THIS AND THAT SOMEONE FROM THE REWARDS DEPARTMENT HAS TO CALL ME WITHIN 3 DAYS. Are you f-in kidding me? So since it was late and I had class the next day, I let it go.
The next day, my class ended around 1. On my way home, I called Globe again, which by the way takes forever to answer, and got to talk to a sales representative. He also got confused with the lock-up reward Samsung i900 and the plan upgrade so I could get the Samsung i9000. After a gruesome tedious explanation of my situation once again, he got it and again reconfirmed that I just have to call the hotline and that they are AGAIN, fully capable of processing the change with my plan.
On my way to my mom's office, my brother called me up and told me that I have to pick up my nephew because it's already 3PM. So, I just asked my brother to call Globe since he is with my mom so it could already be processes and so I could also get the new phone by Friday. My brother got to call Globe, he gave them the reference number I gave him and they told my brother that WE HAVE TO WAIT FOR THE CALL FROM THE REWARDS DEPARTMENT WITHIN 3-5 WORKING DAYS. Are you f-in kidding me, AGAIN?
So, I called Globe, again. They now transferred me to the loyalty group, which is apparently different from the rewards group. They are now telling me that the handset is still subject to availability. WHAT? YOU HAVE A NEW PROMO AND THERE IS NO AVAILABLE HANDSET? Now, I just want to cry. They also told me to wait for the call from the rewards department. I told the guy that I cannot wait any longer. I'm not being a brat here, I just think I've spent too much time explaining myself over and over again and what do I get? NOTHING. I told him that I want the rewards group to call me before 6PM because that's when they get off at work. He said that he can't promise me that since he would still have to forward it. So what he did is he shortened the waiting period to 24 hours. I still think it's a bit too much but what can I do?
Now, I'm still waiting for the call from the rewards group.
The ultimatum: no phone by Friday, bye bye Globe. I think other networks are more than willing to accept a prompt payer like myself, right?
Have you heard the new promo from Globe where you can get the new Samsung Galaxy S i9000? Here's one of the reviews where the promo was also mentioned.
"They offer the Samsung Galaxy S exclusively until end of the month and you can get it free on Plan 2499 (til July 31), after that, you’ll only get it free on Plan 3799. Prepaid kit is Php32k."
So, I immediately called Globe to verify if this is true. True enough, they have the promo but they said that it's only available for new subscribers. Since my 2-year contract with Globe already expired, I asked if I could just upgrade my account to the same plan to avail of the phone. The representative from Globe kept on saying that he can't do anything about it since that is the only possible way to get the phone. I asked him that if I cut my line now, will I be able to get the phone if I apply for a new line. The guy said that I can. I just found it illogical. They'll make me cut my line, apply for a new one and get the phone? WHAT? You just want me to change my number? How irrational.
To Globe subscribers: don't you think that's unfair for those who have been with Globe for 7 years already? I've been religiously paying monthly bills for 7 years and now, it seems that they are putting more importance to new subscribers compared to the old ones? 7 years. That's 84 months, 84 bills sent to my billing address, 84 times I have paid bills and now they won't let me upgrade my plan to get the phone? This is so ironic. I'm already UPGRADING my plan to get the phone and they still won't let me? I got infuriated because I am already willing to increase my monthly bill to 2499 from 1800 and they still won't give me the phone?
Anyway, I went to Shang last Saturday to actually watch a movie but that didn't push through because of time constraints. So, I decided to try my luck again and go to the Globe center in Shang. I got to talk to a sales representative. I told him about my plan to upgrade and he told me that the best thing that he could do is to endorse my account to the rewards/loyalty department. That sounded fair, maybe they could make an exception. It was a Saturday and he told me to wait up to 3 working days for a call from the rewards department.
Monday came and I called Globe for a follow up, maybe they have answers already. After maybe 2 or 3 hours, someone from the rewards department called me and said that it is already approved that I can upgrade my plan to their new My Fully Loaded Plan 2499 and to get the free phone. However, they still need my mom's approval since my mom is the account holder. So, I told her to call me by 5pm so I could go to my mom's office. 5PM came and there was no call. So, I again called the hotline to ask if maybe the sales representatives from the hotline could process it instead of the lady I got to talk to from the rewards department. They said yes as they are fully capable of handling such changes.
So, my mom came home around 10-11PM and I called Globe again. I got pretty excited because I will be able to finalize all the requirements needed for the promo and I could get it after three working days (that would be this Thursday). This is where the major problem begins.
I got to talk to the lady who was supposed to help me with my plan. I explained to her my arrangement with the rewards department but she kept on saying that I could only get the Samsung i900. Hello? Where the hell did that come from? Who said anything about i900? I kept repeating to her that I am not after the rewards since I got out of my 2-year contract. I am after the upgrade so I could get the Samsung i9000 Galaxy S. We kept going on for around 15 minutes and she kept on saying that she understands but the only handset available that I could get is the Samsung i900. I wanted to throw my Blackberry because I am already frustrated with Globe. First, they tell me that I can't get the phone. Then they'll tell me that its for approval. Then, they said they'll approve. Then, it's not available? It's amazing how well organized they are.
It doesn't end there.
I got to calm myself after maybe 15 minutes. I called again and hopefully some other service representative from Globe could understand me. So, after a few explanations, he got it. He was able to retrieve the conversation between me and the lady from the rewards department. So I though everything was set. I was about to hand my mom the phone when he said that they are NOT AUTHORIZED TO MAKE CHANGES REGARDING THIS AND THAT SOMEONE FROM THE REWARDS DEPARTMENT HAS TO CALL ME WITHIN 3 DAYS. Are you f-in kidding me? So since it was late and I had class the next day, I let it go.
The next day, my class ended around 1. On my way home, I called Globe again, which by the way takes forever to answer, and got to talk to a sales representative. He also got confused with the lock-up reward Samsung i900 and the plan upgrade so I could get the Samsung i9000. After a gruesome tedious explanation of my situation once again, he got it and again reconfirmed that I just have to call the hotline and that they are AGAIN, fully capable of processing the change with my plan.
On my way to my mom's office, my brother called me up and told me that I have to pick up my nephew because it's already 3PM. So, I just asked my brother to call Globe since he is with my mom so it could already be processes and so I could also get the new phone by Friday. My brother got to call Globe, he gave them the reference number I gave him and they told my brother that WE HAVE TO WAIT FOR THE CALL FROM THE REWARDS DEPARTMENT WITHIN 3-5 WORKING DAYS. Are you f-in kidding me, AGAIN?
So, I called Globe, again. They now transferred me to the loyalty group, which is apparently different from the rewards group. They are now telling me that the handset is still subject to availability. WHAT? YOU HAVE A NEW PROMO AND THERE IS NO AVAILABLE HANDSET? Now, I just want to cry. They also told me to wait for the call from the rewards department. I told the guy that I cannot wait any longer. I'm not being a brat here, I just think I've spent too much time explaining myself over and over again and what do I get? NOTHING. I told him that I want the rewards group to call me before 6PM because that's when they get off at work. He said that he can't promise me that since he would still have to forward it. So what he did is he shortened the waiting period to 24 hours. I still think it's a bit too much but what can I do?
Now, I'm still waiting for the call from the rewards group.
The ultimatum: no phone by Friday, bye bye Globe. I think other networks are more than willing to accept a prompt payer like myself, right?
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