Globe Customer Service Sucks! MAJOR-MAJOR!

August 26, 2010

My bill usually arrives late in the month. Now, it’s already Sept 3rd and still no bill. As I’m having a problem with my phone unit, I used Globe’s Chat Support. Please see transcript below. Luckily, I saved the damn thing. 

DATE: 2010-09-01 22:28:25
INQUIRY: postpaid
AGENT: Iyah
SUBSCRIBER: Frances May Bacali
Transcript:
[21:40:26] System message: You are now chatting with Iyah
[21:40:27] Iyah: Hi! how can I help you today?
[21:41:08] Frances May Bacali: hello, i have an existing postpaid plan. if i get another plan, what
kind of requirements do i need to submit?
[21:41:23] Iyah: okay ma’am,can I ask for your mobile number other
contact number,and e-mail address
please?
[21:42:58] Iyah: ma’am may i ask are you going to apply another plan under your name also
ma’am is this correct?
[21:43:04] Frances May Bacali: yes
[21:43:12] Iyah: ma’am,can I ask for your mobile number other contact number,and e-mail address
please?
[21:43:39] Frances May Bacali: 0917xxx7330/7945481/fmbacali@yahoo.com
[21:43:58] Iyah: thank you for that ma’am
[21:44:18] Frances May Bacali: ok
[21:44:21] Iyah: ma’am may i ask you will apply for an extension line
[21:44:26] Frances May Bacali: no.
[21:44:29] Iyah: or you will apply
[21:44:35] Iyah: for another account?
[21:44:45] Frances May Bacali: new account.
[21:45:07] Iyah: may i ask ma’am is it a line only application or with a handset?
[21:45:15] Frances May Bacali: with handset
[21:45:47] Iyah: okay ma’am still same requirements ma’am
[21:45:52] Frances May Bacali: which is?
[21:45:56] Iyah: present your proof of ID, billing and income to apply.
[21:46:08] Frances May Bacali: how many ids?
Your connection to Globeâs Chat Assist Agent has been restored.
[21:47:43] Iyah: 1 valid id ma’am
[21:48:01] Iyah: or you may also present 2 valid ids
[21:48:05] Frances May Bacali: ok. and if i need to change my billing, how do i go about that?
[21:48:13] Frances May Bacali: billing address
[21:48:40] Iyah: ma’am we can process your request thru here or you may call the hotline
[21:49:14] Frances May Bacali: have the billing statements been sent?
[21:49:31] Iyah: for your current bill ma’am?
[21:49:35] Frances May Bacali: yes
[21:50:06] Frances May Bacali: i haven’t received them yet. usually they arrive around month’s
end
[21:50:18] Iyah: okay ma’am let me just check
[21:50:28] Frances May Bacali: thanks!
[21:50:40] Iyah: please give me a minute
[21:50:47] Frances May Bacali: ok
[21:53:47] Iyah: i apologize for the inconvenience ma’am
[21:53:52] Frances May Bacali: ok..
[21:54:01] Frances May Bacali: have they been sent?
[21:54:03] Iyah: as per checking your cut-off is very 17th
[21:54:11] Frances May Bacali: yes. i know that.
[21:54:11] Iyah: of the month
[21:54:29] Iyah: and delivery is within 8 to 10 days
[21:54:52] Frances May Bacali: 17 10 = 27
[21:55:07] Frances May Bacali: not unless you’re talking about business days.
[21:55:14] Iyah: yes ma’am i apologize for that
[21:55:24] Iyah: you may also view your bills ma’am online
[21:55:30] Iyah: thru my bills on line
[21:55:46] Frances May Bacali: look, i’m having a problem viewing my bill online.
[21:55:55] Frances May Bacali: my password/username is not being accepted.
[21:56:04] Frances May Bacali: i need a hard copy of my bill
[21:56:27] Iyah: okay ma’am
[21:56:49] Iyah: do you want me to send it to your e-mail ma’am or fax number?
[21:56:56] Frances May Bacali: email please.
[21:57:11] Iyah: okay ma’am,for verification purposes may i ask for
your mother’s maiden name,date of birth
and billing address please?
[21:57:13] Frances May Bacali: and make sure that a hard copy of my bill is sent.
[21:57:37] Iyah: yes ma’am kindly monitor for the delivery of your hard copy also
[21:57:52] Frances May Bacali: ok.
[21:58:32] Iyah: ma’am,for verification purposes may i ask for your mother’s maiden name,date of
birth and billing address please?
[21:59:35] Frances May Bacali: xxxxxx/ xxxxxx/ Siemens Inc., 23rd flr.,
Cybermall Bldg., Eastwood City, Libis.
[22:01:06] Iyah: thank you very much for those information ma’am
[22:01:21] Frances May Bacali: ok
[22:01:32] Iyah: just to inform you that your acrobat reader or pdf file is the latest version ma’am
[22:01:45] Frances May Bacali: send the bill this week to my billing address.
[22:02:34] Iyah: ma’am i will send it to you now
[22:02:44] Iyah: please give me 2 minutes
[22:02:48] Frances May Bacali: ok.
[22:02:55] Frances May Bacali: i need two of my bills.
[22:03:06] Frances May Bacali: one for 0917xxx7330 and 0917xxx1003
[22:03:18] Frances May Bacali: both are under my accounts.
[22:03:23] Iyah: for your two accounts ma’am?
[22:03:29] Frances May Bacali: yes.
[22:03:45] Iyah: okay ma’am i’ll just process for this number 0917xxx7330 first
[22:03:53] Frances May Bacali: i need both.
[22:04:54] Iyah: okay ma’am i’ll process the first number that you gave me please give me 2
minutes
[22:05:08] Frances May Bacali: ok
[22:07:03] Iyah: ma’am just to confirm this is you e-mail address fmbacali@yahoo.com
[22:07:08] Iyah: is that correct ma’a?
[22:07:10] Iyah: ma’am*
[22:07:28] Frances May Bacali: what’s correct?
[22:07:37] Iyah: ma’am just to confirm this is you e-mail address fmbacali@yahoo.com
[22:07:47] Frances May Bacali: yes
[22:07:59] Iyah: okay ma;am thank you please give me 3 minutes
[22:08:02] Frances May Bacali: ok
[22:15:50] Iyah: thank you for waiting ma’am this is your reference id number BRP10090000662
for this number ma’am 917xxx7330
[22:16:05] Frances May Bacali: ok
[22:16:23] Iyah: please give me a minute to pull out your other account
[22:16:31] Frances May Bacali: ok
[22:19:55] Iyah: ma’am for this number 917xxx1003
[22:19:58] Iyah: ma’am,for verification purposes may i ask for
your mother’s maiden name,date of birth
and billing address please?
[22:20:00] Frances May Bacali: yes
[22:23:42] Iyah: ma’am,for verification purposes may i ask for your mother’s maiden name,date of
birth and billing address please?
[22:24:20] Frances May Bacali: it’s going to be the same ifo
[22:24:46] Frances May Bacali: info: xxxxxx/ xxxxxx/ Siemens Inc., 23rd flr.,
Cybermall Bldg., Eastwood City, Libis.
[22:25:40] Iyah: thank you very much for those information ma’am
[22:25:50] Iyah: please give me 2 minutes ma’am
[22:26:04] Frances May Bacali: is this gonna take long? i have to sleep.
[22:26:28] Iyah: please give me 2 minutes ma’am
[22:26:41] Frances May Bacali: your 2mins take 10mins.
[22:27:14] Iyah: sorry for that ma’am
[22:27:23] Iyah: this is your reference id number BRP10090000666
[22:27:37] Iyah: for this number ma’am 0917xxx1003
[22:27:43] Frances May Bacali: ok. thanks.
[22:27:51] Frances May Bacali: just got it on my email
[22:27:59] Iyah: okay ma’am
[22:28:09] Iyah: is there anything else that i can help you with?
[22:28:15] Frances May Bacali: that’s it.
[22:28:18] Iyah: Thank you for using Globe’s Chat Assist. I’m pleased to serve you anytime!
[22:28:24] System message : Chat Session has been ended by the chat assist representative.

 

So, the bf went and ask for a copy of the bill. And guess what? The email they sent, only contains a link to their fucking website! So, where’s my bill?! They asked me where they want to send it, I said email. And here I thought, I was thinking it’ll be a PDF file. And guess what? The fucking website doesn’t accept my password!!! Takte naman!! Kahit anong reset, nothing happens. Which I reiterated to the agent as per the convo above. Is that so hard to understand?!!! 

So I called Globe Customer Service as I do not want to deal with their chat support again. Now, I talked to some guy who told me that my billing address was listed somewhere in Mandaluyong!!! This raised my ire again as you can expect. WTF?!!!!  MANDALUYONG?!!! Stupid frigging agent from Globe put in the wrong address. So, if I didn’t call again, the bills would have been sent to a friggin’ place in Mandaluyong?!!! 

Globe, how stupid can you get?! HUH?!!!

Now, I demanded they send my bill to my correct address by Monday. 9AM. We’ll see. 

So, here’s to Globe: