Wednesday, August 29, 2007

DEAR GLOBE

August 27, 2007
 
To the Management:
 
I am Luthien Tinuviel and I have been a subscriber of Globelines Broadband since november last year and have experienced intermittent connection ever since I availed of this service. My connection has been down (again since August 23) and I have yet to see the "Internet" light on my modem blink to life.

I’ve been calling the customer care center everyday ever since and action has been slow. It frustrates me that I cannot use the service that I’ve been paying for, especially that I’m using it for work. I’ve been emailing my work through my Smart 3G cellphone which I use as a modem and I say it is extremely more reliable than my DSL connection.

Some technical people came to my house on August 26 to check my connection but I was out of the house. I was talking to the househelp and asked her to give the cellphone to the technical people so I can talk to them but she told me they already left in a huff. They told her that I should contact again customer care so they could come back.
 
I called again customer care last night and I was told that they received the status that my Job Order was marked DONE and the agents said I should not have any reasons to complain.
 
How in the world can they say the job was done when the technical people barely made it through our front gate and I still don’t have an internet connection AND I’m still sending my work and this email through my 3G phone?!
 
One customer care agent ignored my complaint and tried walk me through the same process I’ve undergone since day 1. I’ve already told him many times that I’ve already gone through that and that there should be a job order already, which Globe failed to deliver. The agent said I have to file the complaint again so that they can refile the job order. That means another week of no internet connection.
 
I cannot understand why Globe is like this. It frustrates me that Globe has failed me again. I still could not terminate my contract since it has been less than 12 months.
 
I’m sorry I have to vent out my frustration but your very bad service is jeopardizing my job. Some of my colleagues are also frustrated with Globe.
 
A colleague who lives in Pasig has been complaining about the intermittent connection he receives in his place in Bagong Ilog.
 
Another colleague who lives also in Pasig tried to apply for a Globe Broadband connection but several weeks passed without any word from Globe as to when they can be connected. Out of frustration, my colleague got PLDTMyDSL. She is now happily working using her DSL while I am still languishing here, forking money for an expensive 3G connection.
 
Please act on this. You’ll be losing customers faster than signing them up.
 
--
 
and hallelujah! bayantel has a new office here in my area. babalik na ako sa bayantel after the lock-up period expires. kaya globe, goodbye sa 'yo!!!
Posted by luthien at 18:13:59 | Permanent Link | Comments (10) |
Comments
1 - Another annoyed Globelines customer just like me. I've already gotten used to their on-off internet connection but charging me for calls I did not make was something I cannot accept. 11 calls to 7 cellphone numbers that were all unfamiliar to me. Not very good. Here's the story:

http://www.pinoymoneytalk.com/2007/08/30/globelines-problem/ (Comment this)

Written by: James at 2007/08/30 - 13:15:20
2 - I was a Bayantel 768kbps subscriber just few days ago. Recently switched to Globe 1.5Mbps to my dismay. At least with Bayantel I get a roller-coaster ride with their speed from zero to 100kBps download. With Globe it's mostly zero.

I'm trapped for another 12 months! Damn! (Comment this)

Written by: Anonymous at 2007/08/31 - 11:19:14
3 - How can we send the message to Globelines Broadband? Are they deaf and blind? Maybe they'll only act if they are starting to notice a loss of subscribers.

I believe that for contracts for lock-in period, there should be a clause for "consumer protection" that if the customer is not satisfied because the provider failed to deliver the expected "Service Level" the customer can opt to end the contract.

I do not know how to go about this, but can we seek help from DTI or the appropriate agency concerned?
 (Comment this)

Written by: paolo at 2007/08/31 - 13:03:51
4 - I will second this. I think something can be done. I too have horror stories about globe's DSL service.

 (Comment this)

Written by: John at 2007/08/31 - 17:40:46
5 - try complaining to DTI or to that writer in Inquirer who has an article dedicated to consumer complaints. sorry, can't remember the name of the article she writes or when it comes out. i think it's consumer advocate something. (Comment this)

Written by: Anonymous at 2007/08/31 - 17:53:31
6 - I am also a Globelines subscriber and am also experiencing the issues mentioned above. It seems that most subscribers are in constant battle with Globelines to get the service they signed up for. Since this is the case I wonder why no one has sued them yet. We can't keep on paying for services we don't get. I hope DTI will do something about it, unless once again peoples' concerns are falling on deaf ears.

Companies like Innove Communications Inc.(Globelines), should never have been given a permit to operate in the first place. Their facilities should have been tested before they were allowed to get people to subscribe. With the numerous complaints that I've heard from fellow subscribers it appears that they are incapable of providing stable connection. Therefor they should be fined. They should also issue credit to subscribers who have spent numerous hours on the phone trying to put a close to perennial connection issues.

 (Comment this)

Written by: scuba-diva-doo at 2007/09/12 - 12:30:38
7 - I am also a Globelines subscriber and am also experiencing the issues mentioned above. It seems that most subscribers are in constant battle with Globelines to get the service they signed up for. Since this is the case I wonder why no one has sued them yet. We can't keep on paying for services we don't get. I hope DTI will do something about it, unless once again peoples' concerns are falling on deaf ears.

Companies like Innove Communications Inc.(Globelines), should never have been given a permit to operate in the first place. Their facilities should have been tested before they were allowed to get people to subscribe. With the numerous complaints that I've heard from fellow subscribers it appears that they are incapable of providing stable connection. Therefor they should be fined. They should also issue credit to subscribers who have spent numerous hours on the phone trying to put a close to perennial connection issues.

 (Comment this)

Written by: scuba-diva-doo at 2007/09/12 - 12:42:07
8 - all i can say is your problem will still linger
on PLDT(and smart wifi, since smart internet connects through PLDT ) lolz... i have the same problem as u did, so i know how u feel (Comment this)

Written by: Anonymous at 2007/12/11 - 18:21:34
9 - "We apologize for the inconvenience..." ... "There is on going network restoration..." ... "I'm gonna make an email and forward your concern to our Technical..." The usual lines you'll gonna hear when you subscribe to Globe DSL. Its about time we the consumers get the proper service we are paying with hard earned money. (Comment this)

Written by: Anonymous at 2007/12/30 - 18:22:04
10 - My Rapidshare account was hacked because of globelines stupid transparent proxy.
If you dont believe that globelines putting their subscribers behind a transparent proxy, then try logging in your routers configuration page, then look for something like a wan IP, then go to ipchicken.com or checkmyip.com or better yet their own bandwidth meter /util-web.globeconvergence.com.ph/cgi-bin/BandWidthMeter.pl and look for "Testing your link from" and you will see that your wan address is different from what is appearing from those sites, We have 5 accounts for our school and all those accounts when checked online shows the same IP address.

they should have informed their customers before implementing a transparent proxy.

at tingnan nyo speed test result ko
http://utilities.globequest.com.ph/cgi-bin/BandWidthMeter.pl?session=1217466849 (Comment this)

Written by: Anonymous at 2008/07/31 - 02:51:50
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