Globelines sucks 09.26.08

Last September 7, 2008, i opened my laptop, but i was not able to access the internet. I was not surprised because it had been on and off since I got my landline with broadband package. I thought it was normal because downtimes are inevitable. There is no such thing as perfect. The following day was my day off, so again I checked if it was working. and Oh my God, it was too much, there was no connection yet. I called the hotline number and they told me they would make a report. Weeks passed and there was no improvement. I was not receiving a feedback. I patiently called their hotline number almost everyday and was hearing the same reasons. In fact, I had memorized their script. I sent three emails, but received auto-replies. I don't think they are reading their emails because if they are, I should have received maybe at least one feedback. I had spoken to a lot of different customer service representatives and was not satisfied with the information they were giving me. The last customer service representative I spoke to was Dylan delos Reyes or Santos, I cannot remember his last name. He was apologetic. He promised me that he would prioritize my concern because it had been so long already. I was convincing myself to regain confidence in them because of his assurance that he would handle this issue accordingly. I had become an irate customer and was tempted to curse them. However, I still remained professional though I was blunt in expressing my dissatisfaction with their service. I became tired of calling their hotline number. I even asked permission from my mother that I will not pay the next bill. I prefer to have it disconnected than continue doing business with them, but not getting what we are paying for. Last September 22, 2008 someone from Globe came over to my pad. I felt relieved because they would be fixing my problem. I was confused because the repairman came over to repair my landline. It is not the landline that I am having problems with, but the broadband. He told me they would let the broadband people come over. I waited the whole day, but nobody came. I finally went to the Globelines center at Sm City Cebu and was able to talk personally to a customer service representative. I found out that they really thought it was my landline that needed repair. Wtf!!!!!???? I repeatedly called about my broadband and not my landline. The lady I was talking to had an attitude and was not looking me at the eye. That is not good customer service. I was thinking that they should retrain all their customer service representatives. They were not listening to me after all these times. I was just wasting my time calling them.

September 27, 2008 came and I received a call. It was a call from Globe and they asked me to check my internet connection. Finally, it is fixed. The man told me that they have been calling my pad, but could not get ahold of me. Of course, they could not get ahold of me just like that because I am working. I remembered leaving my cell phone number to all customer service representatives I had talked to. Where did it go? Bottom line, there was poor communication. I am happy now that I have a connection again. I wish they addressed my issue right off the bat. It was such a horrible experience for me. Good luck to them.

May someone from Globe be able to read this one, so they can improve their service as well as their customer service.