I was happy with my prepaid number at the most part, except for a week wherein I had no signal whenever I'd get to work--which was ridiculous because I was right in front of the (then) main office of Globe!
Since most of the people I know and contact use Globe, I succumbed and went back using a prepaid number, which I was happy about. But when I the new iPhone 5 came out, plus my weird urge to feel like a grown-up and have another bill under my name, I changed my mind.
When news hit about the iPhone 5, I went online to apply for a line, did the necessary steps and hoped to hear from their team--and yet, for some reason, up to this date, I never heard from them.
So I thought nothing can replace the face to face relations. So I moved my nine-month pregnant self to the Globe Hub in Greenbelt 3 with the hope of walking out of there with an iPhone 5.
Silly me, I went there during a Sunday afternoon, thinking that perhaps my obviously pregnant self will get "preferred treatment"--didn't happen. No one--the customers and even the staff!--offered me a seat or made the effort to make me more comfortable (to think it was extremely hot during that day).
And yet due to pure perseverance, I filled out the necessary forms, gave my proper documents, and was ready to pay in cash. After debating with the Globe staff as to what plan I wanted to get, I opted for the Plan 999, with a booster of 599 for unlimited calls and texts to globe and TM, plus a freebie that I don't recall anymore. I was upset when after all that effort, I was informed to either pay a 6-month advance of my bills, or wait two weeks for them to "clear me". At first thought, i took offense and wanted to whip out my PRESS ID or play the pregnant card. But knowing that was just ego (and possibly poor judgment at the part of the manager in charge), I opted to wait for the two weeks.
The following week, I was ready to pop any day and decided I wanted to have my iPhone before the whole parenthood thing kicked in. I went back and was happily informed that my application for a line was approved and I get to get my iPhone. I was so happy and excited, and the support staff was helpful in showing me the basics of the iPhone and what to do with it.
True enough I popped my baby out a week later, and with the flurry of being a new parent and being in a new residence, I relied on my vigilant sister to check the mailbox of my old apartment. I didn't receive my Globe bill from March til July. Thankfully, I was never cut off or anything, but I was getting worried that it might happen any day, and I might be incurring a payment I couldn't afford.
I tried registering online for paperless billing, but it was futile-some system malfunction or whatever. And anyone who's tried to call the Globe hotline knows that it's a good 30 minutes of your life wasted waiting to talk to someone while you listen to "Your call is important to us..." on repeat. But once again, I tried my luck and gave them several calls.
The first one emailed me my bills, and to my horror, they were more than double of what I estimated to pay every month! After reading through them, I was annoyed to find that my billing address okay had my street name on it, and they didn't apply my booster of unli call and text!
I called again asking if they could retrieve my original form to check, and as usual they said they'd "file a report" and investigate the manner. I decided to go back to the Globe Hub and hope that the original form was with them.
In the grand tradition of the Globe Hub, it was a confusing circular flurry of Globe staff milling around but helping only those that catch their attention--and it's difficult. It took me 10 minutes and repeatedly asking for a number to the same person for him to notice me. Thankfully the person I spoke to was very helpful. She said they would retrieve my file from the head office and get back to me in two weeks, with the promise of not getting my line cut.
A little before two weeks after, I called their Globe hotline again and basically threatened the if there was no action in the next 48 hours, I would call again and ask for the representative's manager. It had to resort to that, and I got a reply from them via text that my "request has been processed".
What I appreciated the most, and I mean this with no sarcasm at all, was the call I got from the person I spoke to about getting my original form when I went to the Globe Hub. She told me that yes my form indeed had the booster, and they would adjust my bills. I was happy with the fact that finally, someone from Globe actually did what they said.
Admittedly I don't have my current bill yet again for another reason. That might be for another blog entry. But all in all, Globe can greatly improve their customer service. I know too many people who are so unhappy with their service but can't leave because everyone they know uses Globe. It's unfortunate that the girl who was super helpful to me is the exception, not the rule. I'm hoping that in the near future, it will be the other way around.
Product bought: 4 stars
People skills: 3 stars (all for the girl who super helped me out!)
Service: 3 stars
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