I'd been loyal to Globe since 2000 when I got my first ever cellphone. I was a prepaid subscriber then. But my needs increased so I decided to have a postpaid line two years ago. I thought if I had the postpaid line I have the perks of being a valued customer. Yet, I was wrong. Globe gave me a nightmare! And up until now, nightmares never stop from showing despite the fact that I've never been a delinquent subscriber:
- Inaccurate Bills - I was billed to usages that I'd never done which gave me shocks coz the amount was too costly. It took months to resolve one inaccuracy! And until this time, I still receive inaccuracy on my bills which leads to another nightmare of fixing it.
- Hotline 211 - Calling the hotline is one heck of a nightmare! Too many options to choose that you'll get tired of listening. Too many numbers to press and click that sometimes the customer ends up pressing/clicking the wrong options which leads to many transfer calls.
- Broken Promises - I didn't realize that re-contracting is such troublesome on our part. I thought once you are a loyal customer, you are more valued by the company that you won't have a hard time and you're given priority. Globe definitely failed to satisfy us. They could not deliver on time.
- Inaccurate Job order - I ordered for new mobile units which I'm willing to pay for the additional cash out, and they accepted my request. Later on I've found out that the job order made by the agent was incorrect which led to delay of acquiring the new units.
- Incompetent Customer Assistants - It's already a nightmare to get through the proper line, then you'll find out that the person on the other line has not able to help you at all. Or one account specialist says different things from another account specialist which cause some delays to address properly your problem.
- Imprecise Service - Because of the incompetency of the agents, the lead time to completely serve my problem in indefinite. What happened to Globe's goals and objectives... "it lives up to its vision of making great things possible in order to maintain customer loyalty"?
One of the best ways to find out how satisfied the customers are is to simply ask them. One popular way of doing this is through customer satisfaction surveys. I wonder if Globe is doing this. I wonder what's the company rank in overall customer satisfaction index. If given the chance to answer the customer satisfaction survey, my overall rating for Globe is POOR!
Maybe it's time for me to be wise and SMART. What do you think?
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