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1.8

I registered for GOSURF299 on mid December 2015.

It was supposed to be expired on 15 January 2016.

I always checked my internet quota balance. When checked on 27 December 2015, I still have remaining 1,3GB and the expiry date still 15 January 2016.

On 7 January 2016 morning, I received a message saying that my GOSURF will end on today. Noticed that the expiry date now changed to 7 January 2016.

Second message received on 7 January 2016 afternoon, it said that my GOSURF has expired.

I checked the message later at night after dinner.

I tried to check my internet quota balance and received message saying that I have already used up my free data allocation for playing with bundled games. I started to wonder what this meant??? I never play any games. I turned off my automatic-updates apps in my phone. I only used my phone to chat and to do video calls sometimes.

Fortunately, I was at Greenbelt mall that day so I went directly to the customer care center to file a complain.

After waiting for around 20-25 mins queue, it was my time to see the customer service.

I told him everything from the beginning and also showed him all the messages I had in my phone.

He said he would help to file a case towards this, then he typed in somewhere and gave me my reference number, which is 9421****.

I thought customer service in Globe customer care can help me to solve my issue the soonest, but just found out that day that they also needed to file a case to somewhere else. So I guess they are there only for purchasing phones' thingy and phone installments. But I am okay with it (although feeling a bit disappointed) as he promised that my case will be solved the soonest. I also asked him what to do now, can I register another Gosurf package while waiting? He suggested me not to, until this issue is solved. I mentioned that I needed internet connection badly as I am expatriate so needed to be connected with my family in my country. He told me to wait just 24 hrs to get this solved. Okay, I waited.

1 day has passed and no updates. I tried to be patient as I thought maybe they needed more time, so I waited for another 1 day then I called the customer service hotline on 9 January 2016 around 09:30PM.

1st call (9 Jan 09:29PM) - waited for 5 mins but I hung up because needed to get my charger.

2nd call (9 Jan 09:38PM) - waited for 8 mins and finally connected to the operator. For your info, I chose Number 1 when called to Hotline, to choose for English language (not Filipino). The operator talked in Filipino and I mentioned politely that I couldn't understand. Then she talked another 1 sentence then she HUNG UP. (I was a bit angry this time, but still okay).

3rd call (9 Jan 09:49) - waited for 8 mins and when connected, I told her not to hung up again. Her name was Ms Shine (didn't know if this is spelled correctly). I explained my case and gave her my reference number. She said this case was still solving and asked me to wait. I told her that I waited 2 days already and needed this to be fix asap as I needed to use internet. She said she would make this case priority and someone would call me back in 4-5 hrs from now. I even reconfirmed with her by saying,"So you mean someone will call me after midnight today?" and she said yes. (This time I trusted her without knowing that their hotline service closed at 10:00PM).

Waited for the whole night until the next day afternoon, no one ever called. So I decided to call them again.

1st call (10 Jan 05:43PM) - waited for around 5 mins and when connected, she talked in Filipino again. And guess what happened after I asked for English operator?? She HUNG UP AGAIN!!!

2nd call (10 Jan 05:49PM) - waited for 5 mins and when connected, I told the operator not to hung up again. I need an English operator/supervisor. She said okay and asked me to wait. When waiting, it is HUNG UP AGAIN!!!

3rd call (10 Jan 05:57PM) - this time my head was burning and my face was already turned red. I waited for around 10 mins and when connected, I asked to speak directly to the supervisor. When she told me to hold on the phone, I reminded her not to hung up again. And luckily this time, she didn't hung up. She just turned back the music on (the mistletoe song that I started to remember now due to long time waiting for the operators). Unfortunately, she was back with nothing. This operator's name was Gina (Didn't know if I spelled it correctly). She said no supervisor was vacant at this time because all were on a meeting.

So I decided to make my follow up with her and gave her all the complete details. Same answer obtained, "This case is still solving. Please wait, mam."

I am really tired of the same answer as if all the operators are robots. They couldn't help at all, just can tell customers to sit nice and wait.

I told her that I am going to bring this issue to public because Globe is playing me all around. And you know what her answer is?

"Okay mam, I will help you to ESCALATE this problem".

I was so shocked, "ESCALATE??? You are just about to escalate now? What happened to these past 3 days? My case just sits there and wait?"

Then another promise came when she said, "Please wait for 3-4 hrs mam. My supervisor will call you back."

I told her that someone yesterday had promised me the same thing but it never happened. And she said "This time I ASSURE you that my supervisor will call you back in 3-4 hrs."

When she used the word "assure", I laughed a bit and mentioned that she sounded a bit serious than the one who talked to me yesterday.

I said ok again, without knowing that their hotline closed at 10PM.

4th call (10 Jan 11:38PM) - I called back because no one called me back. Unfortunately, THEY ARE CLOSED. What a fool I am???

Until now, 11 Jan 11:38AM - my case is not solved yet and I still can't use any internet in my phone.

I wanted to register a new package but I am afraid that they will just let go my case and consider that I have accepted the 1st complain.

Now I am thinking, maybe they are waiting until 15 January 2016 and they will proudly say that my case is solved now because it is 15 January now and my GOSURF299 is expired today.

Is that how they will solve my complain?

Globe Telecom has the worst customer service ever! Sorry to say this in public, but it is how it is.

Reason of review: Poor customer service.

Monetary Loss: $30.

Preferred solution: Let the company propose a solution.

Globe Telecom Cons: Worst customer service, Slow problem solving, Fake promises.

Location: Makati City, Manila

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This issue is still not yet solved until today and Globe didn't show me any good deeds of theirs. They just ignore my issue like nothing happened. I decided to ignore them too and changed to other provider.

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