Posted at 10:18 PM
I wouldn't need further introduction on this. It was (and still is) a terrible nightmare working with Globelines. I should have taken the hint of their crappy service and switched at the very first month I had them.
Aside from being temporarily disconnected whenever it rains (and no, THIS ISN'T WIRELESS INTERNET), which I always forgive, and the many, many little things they do that I allowed to pass, this time really ticked me off. I believe I have been more than patient with them, and I guess it's about time that the public hears about what I have to say. I personally dislike resorting to media for a solution, but I think this is going too far.
You see, I am a freelance artist, and I take commissions for artworks whenever I am given the opportunity. And every artist knows, the opportunities knock VERY rarely, especially nowadays. And as the head of the family, I greatly appreciate every opportunity to earn (on top of the 9-hour job I have), because our salaries stay the same while expenses rise.
I came across a client online who approached me through my e-mail address that she has seen on my online portfolio, and is offering PhP16,000 for the project. So I mailed her back and setting a meeting with her through Skype so we can talk properly through webcam.
So one morning, when I came back from work, I saw that the internet was down. This was dated January 13, 2010. From my gadget on the desktop, it has been off since 2 AM. It was 8 AM at that time. Before calling, of course, I checked my physical connections, if there is anything cut or loose; since when I tried calling from my sister’s landline, our phone was ringing. Then I noticed that the little gray phone box was open. I thought, maybe someone stole our phone cable.
So, certainly, I called up and they gave me an order number. They said it would take them three days to get it done, but the CSR assured me that it’s the maximum time. While I was asleep, my mother told me they came for repairs, but they couldn’t find anything wrong in our connections, so they said they are going to check outside if the problem is with the wiring and the cabinet. We have not heard from them since.
I called again on the fourth day, January 17. I was starting to get irritated at this point, because I need to check my mail if there were any replies from my prospective client; and since browsing other sites isn’t allowed at work, I couldn’t check there (yes, I follow the security policy at work…unlike you guys haha!).
They said that, apparently, there is a stolen cable along Commonwealth area. Coincidence? Maybe, or they’re just taking hints for their excuses with what I say. I mean, what are the chances of it to come true (of me thinking that something is stolen from an opened telephone box), and it happening like a few kilometers from where I was?
I talked to one of their customer service supervisors (should I start name-dropping?) and apparently, they should go back to being agents because supervisors are supposed to have the power to make exceptions and negotiations. Apparently, this supervisor can’t do anything. So I let them go again, but I demanded that they fix it within the week.
But then I realized I should bug them every day, because if I don’t, they’ll just slack off and not do anything. So I called again (January 18), and spoke with that same supervisor. Then she said the update is that they’re having “ongoing system restoration”. This is the same old line I always hear from them, and with my experience with them, it’s getting really irritating to have something as vague as “ongoing system restoration”. So I requested to speak with their “technicians” and demand to know what really is going on. This supervisor refuses to let me, which really ticked me off. I mean, I needed to speak to someone who is going to be directly involved with the repairs, or else I cannot get a good explanation.
Then, all of a sudden, she dropped the phone on me!
I was FUMING. I worked with phone customer service as well before, and the number one rule is to NEVER, EVER, PUT DOWN THE PHONE ON A CUSTOMER. ESPECIALLY A PISSED OFF CUSTOMER. It is their job to take the bout of customers’ anger and frustration, and it is their job to try to calm down the customer even if it takes them eight full hours. And worst of all, SHE WAS A SUPERVISOR.
So I called back, but I figured I shouldn’t be stressing myself out with people who have no sense of ethics whatsoever. So I calmly asked to be transferred to her again. When I got to her, I requested for an operations manager. And, as always, anyone in the higher-ups are ALWAYS IN A MEETING. Of the one year I have been calling them over and over, they are always in a meeting. I mean, come on, seriously…they should come up with more creative excuses, because “in a meeting” is too obvious and overused already.
To make the long story short, I let her go, because I just came home from work and am too tired to deal with such stupidity. I called the next two days (January 19 & 20), and got the same thing. Then I called again the afternoon of January 21, and I looked for the same supervisor, but to my surprise, the agent told me:
“I’m sorry ma’am, Miss (name) went on undertime today.”
What. Okay, so I asked for another supervisor. But as much I wanted to give them another piece of my mind, I had to put the phone down because I had work that night.
After I came from work, January 21, around 8 or 9 AM, I called again. The supervisor that I was speaking to before seemed to be on rest day. So I asked for another supervisor. This time, this supervisor listened to what I had to say, and put me on hold while she spoke with their technicians. She said that the technician told her that the service should have been restored already, but since I still don’t have my connection, someone should drop by and fix it. So I waited, but fell asleep since I have work later at night, and woke up at 6. True enough, there was internet and phone.
When I came back home at 8 AM, January 22, the phone line and the internet isn’t working again. So I called again, and spoke with the second supervisor again. She promised that someone would drop by after lunch. This day was very critical, because I have to talk to that client within the day (I had to get into a computer shop just to check my mail…how pathetic!) So I demanded that they fix it before 1 PM, and I waited.
Nothing happened. No one came. No one called.
I was literally clenching my fists in frustration because, for sure, I am going to lose that client. By the time I got into the computer shop, I already received an e-mail that the client is no longer interested in working with me.
That was Php 16,000, gone just like that. Because of Globelines’ incompetence.
Since I had no sleep at that time because of sheer frustration, I went to work and came home sick. This is January 23, 8 AM. I rested the whole day, and at around 10 PM, I went to my computer to watch a movie. I was without any expectations anymore, because I am too tired and too sick to even think about it. But to my surprise, there was phone and internet! I was relieved, thinking that they have fixed it this time.
And I was wrong yet again. At around 2 AM, January 24, it disconnected again, with the same problem. But this time, I am no longer pissed off, nor surprised. From all the hassle I have been through, I just can’t bring myself to call them anymore and give me the same damn excuses. I’m sick and tired of Globelines and their incompetence. It’s been TWELVE days and nothing ever got fixed. I lost money, time, even got sick and lost sleep just waiting for a supervisor to get something done.
I hope other people can learn from this experience. I have written this not because I want to get something done, no. I wrote this just to voice out my frustration and to let the public know about your incompetence. This is a negative criticism and you should learn something from it.
To the owners and managers of Globelines, you people are lucky that our government does not have laws against these kinds of service, or a Philippine equivalent of Better Business Bureau. If there was, you guys would be long out of business because of your false advertising of a reliable service.
I am SO done with you, Globelines.
