Two evil traits that I have that only my family, closest friends and my former Medical-Surgical Nursing students know and have experienced are the art of sarcasm and my being obnoxious. But like a silent dog, I only bark when it’s needed.
Last Friday, my blood pressure soared the highest when I and my wife found out that our internet was suddenly disconnected by Smart Bro. Consider it petty but for my family (I+Tina=Gabby), the www is part of our daily lives for a ton of reasons.
If you must know, I am tasked not only to provide but to handle the budget in our family and pay the bills (yes, bizaare it may sound but Tina prefers it that way and I’m not complaining). And come hell or high waters, we’re thankful that we haven’t been delayed with the payments of the bills (Thanks for my being OC and during our trying times -thanks to our support network). Not until this hassle with Smart Bro. The problem rooted about a couple of months ago when we started not receiving any billing statements from that broadband provider. We patiently waited but we didn’t receive any.
Preoccupied with other things, I didn’t settle the account as there were no bills. IMO, this wasn’t irresponsibility on our part as consumers because Tina and I only wanted for their office to straighten things up with their billing and collection processes.
About a week ago, I received a call from Smart Bro call center agent regarding the unsettled account. I requested the agent to issue me a billing statement and I will gladly settle the dues in no time. A week after, we didn’t receive any as if my request fell on deaf ears.
Correct me if I’m wrong but what I know with any local service providers like Meralco, Manila Waters, PLDT, Sky cable and the like, notice of disconnection shall be issued prior to the act itself. But with Smart Bro, they have done it without a word. True that they’ve called me to ask about why we haven’t paid yet but the inefficient call center agent did not notify us that disconnection will be done within a particular period.
And so when we found out that our net suddenly expired at around 3PM last Friday, I immediately called the Smart Bro hotline and they received hot words from me (no pun intended). I explained everything to the call center agent whose name was unremarkable because she was useless to me at that time. I was fuming mad over the phone because of their UNFAIR CUSTOMER SERVICE. I asked the agent if she can reconnect our line immediately after I pay the bills –she was unsure to my disgust!
After we have been loyal post-paid broadband clients for several years now and the fact that we haven’t missed paying our bills to them, I think their action of sudden disconnection without proper notice was FOUL and INCONSIDERATE and that their Customer service BADLY NEEDS IMPROVEMENT.
After paying PhP 2,000 at the nearest 711 branch around 3:30PM, Friday, I called again the Smart bro hotline and demanded to the call center agent that she better restore our connection within the next few hours because I already settled the 2-month-unpaid dues even without issuance of the bill (Smart Bro post-paid per month costs PhP 999). Again, I received reply of uncertainties and no assurance at all. She was not even apologetic and neither thankful on her company’s behalf! Why oh why?
The poor employee even insisted that it was noted in their computer that someone from our home allegedly received the bill last month. Huh?! We’re only 3 in our household (I+Tina =Gabby) and all of us including our preschool son cannot remember a thing doing so. We aren’t saints but we are far from being liars.
She told me that even if I already gave her the details of the (7-11) receipt and that I have paid the dues, it would take around 24 hours to reconnect our internet line. Duh?! I know it would only take a press of a button from their whatever-machine to restore our internet again so why do we have to suffer to wait? Doesn’t she know my crops in farmville will wither given that long waiting time without a net *kidding*
FYI, other than postpaid, we also own a prepaid Smart Bro — that’s how loyal we are to them.
I swore to her that I will switch to Sun or Globe Broadband if she won’t restore my connection ASAP. And I am sincere when I said that.
After I promised the poor call center agent that I will blog about the matter, I dozed off for a couple of hours. And after I woke up just before dinner, I and Tina were on-line again.
Should there be always coercion and force before someone does his/her duty promptly?
To Smart Bro : LOYAL CUSTOMERS DESERVE NOTHING BUT FLAWLESS SERVICE. REMEMBER THE BIGGEST ROOM IN THE WORLD IS IMPROVEMENT!
Like a merciful father, I forgive but forgive me I still have active+young neurons so it’s hard for me to forget, hence this post.
I ask you kind readers, what’s your internet connection? Is it prepaid or postpaid? Have you experienced any hassles expected or otherwise with regards to these service providers? Would you care enough to share in the comment section. Thanks.
Inspite of this not-my-usual-post, everyone deserves a great week ahead so have yourself one! 
naku doc serious na ko sa pagbabasa eh tapos biglang may farmville pa haha!
okay, 1st internet connection namin ay smartbro din. no choice kami nun kasi wala pang globe, pldt or bayantel dito sa lugar namin. sa pagbayad ng fee, ang bilis nila, pero sa mismong pagkabit, 48yrs! juice kow! tapos mga ilang months, maulan na sa pinas. aba aba aba konting ulan palang eh as in ambon palang eh disconnected na at ayaw na mag connect! syempre mega report ako. napuno na ata yung papel ko na puro names nila eh! tapos pag nagbigay ng bill, complete na P999 eh hindi naman isang buwan kami may connection! ilang buwan din naging ganto!
POOREST customer service talaga sila! eto pa, one time pag open ko, nilagyan ng login something. kelangan daw ng username + pw! eh san ko naman hahanapin yung info na yun! so tawag ako sa kanila. nagbigay ng login details, juice kow! AYAW mag connect! as in ilang beses ah! yung tipong pagod ka na kakatawag at kkatry so wala na ko choice kundi mag give up. pero sinabi ko sa kanila na “eh di sana hindi nyo na nilagyan ng login login to, di nyo rin pala ma reresolve!”. As in high pitch na talaga ako! grabedad!
sinabi ko sa kanila na magtitiis ako ng 1year (lock in period) nila tapos switch ako sa iba. nung time na yun, wala pa din available na internet provider. pero lakas loob ko sinabi na mag switch ako sa iba!
after 1year, nag terminate na ko ng service sa kanila. Thank God at naging available ang PLDT DSL! mabilis na, mura pa at kahit umuulan eh may connection!
sensya na doc napahaba kwento ko. super inis kasi ako sa kanila eh!
no worries, dyanie. thanks for sharing.
Haha, mine’s Globe Wireless, and during the two, almost three years with them, i didn’t have any problem with except for some slow connection especially during weekends. Yun lang, and I understand naman kasi dami nasa bahay especially andito sa subd.
hi sheng. glad to know globe has coverage in gensan.
Hi Doc!
My sister in law has the same problem with Smart Bro. They never get the monthly statement on time or never got it at all in a few months. But whats worse is that they have the nerve to call her to demand payment eventhough they failed to deliver the statement. Poor Poor customer service.
I also a taste of what kind of service they provide (can we call it service???). I used to have a Smart Bro postpaid account. From the start of the service until I decided to just disconnect the service, I never had anything from them but stress. Connection, Customer Care and Technical Support is a total FAIL.Good thing my current provider started offering DSL service in our area and I’m happy with them. Hoping that they improve because we sell our country as to have excellent customer service (call centers) but fails to deliver it to our own people.
Happy weekend na lang and relax relax doc.
welcome to my blog, shin. and thanks for leaving a comment.
so your in law had the same thing with smart bro? then they should have learned already from their customers.
We’re on Smart BRO, too, doc, and I have a Smart BRO prepaid USB for my laptop. I like the speed, but sometimes the service gets all fuzzy and you find your prepaid account charged for minutes you didn’t even use!
What is it with customer service in this country? The Philippines is supposed to be the land of the friendliest people, but why are our customer service people the lousiest? Meralco’s CSRs are bad enough, and please don’t get me started on those idiots at the SSS who STILL haven’t fast-tracked my mom’s pension nearly two years since she applied! People complain, but they won’t do a blessed thing about it! There was even a twit who was joking with his colleagues when he was supposed to be helping me with a technical issue on my ‘net connection.
Grr, these people…!
hey midge. sad to know about your mom’s SSS benefits. luckily, my dad who just turned 60 last january had successfully claimed his lump sum last week.
Local companies are quite protected here (no foreign companies can step in) so basically even with a lousy service most companies can get away with bad services to the public.
Only strong competition can improve the quality of the services to the public.
I have My Destiny… service is average… don’t want to change because I know the alternatives are not much better.
If I have a problem I don’t even bother to call their call center agents (who are useless) but I go directly to their offices and refuse to leave without a solution…
It helps since they don’t seem to enjoy my company
As of the call center agents… let us be honest… they can do nothing about it… they just get all the unhappy calls of the customers but they can’t do much about it. I compare them to punch bags… must be a very stressful job… get angry calls but not be able to help.
like you, sidney i also don’t want to change my service providers because of the hassles of doing so. i just wish their customers’ problems be address accordingly. and that was true to my case however, too late. as we say, damage has already been done.
Kahit gaano kabilis ang broadband kung lousy ang customer service nakaka dishearten talaga. Our internet connection is BayanTel. their service is above average, bills come on time, any replacement is free of charge. there’s this one time lang na pumalpak sila because of the devastation of Ondoy, we didnt have internet connection for about month pero they were really apologetic and reversed our monthly fee during that time. and if you feel that you have slow internet, just call their hotline and they will reset it.
with that i say, bayantel rocks!
my friends have that similar experience with Globe and Sun so I guess kahit saang network the same scene always happens because of the system (meron nga ba?) this network company’s have. they should start training their people well and improve service too…
i agree, elna!
i remember when i had a “rift” wtih BDO about somethiing. the call center agents were no use at all! you know what the problem is with call centers [not call center agents per se]? they think too much inside the box! nevermind that you have been a long-time customer who diligently pays his/her bills. nevermind that you are a diligent customer. magkamali ka lang once, or minsan di mo pa fault, you’re already at a disadvantage! kakainis talaga!
we can’t help but to be disappointed with bad service!
.. haha! dati rin akong customer service agent pero di ako tumagal dahil di kinaya ng apdo ko e. pag irate na yung client ninenerbyos na kaya ako. lol.
.. gamit nila sa bahay pldt-dsl, minsan nawawalan rin daw signal.
sayang, rob. had i known you worked as a CSR, i should have called you then and make your day worse, err better!
Since we’re talking about call center or Customer Service as a whole. What I noticed is that when you work for a company and your servicing foreigners we are trained to sound friendly even if we are really getting angry and frustrated especially if the customer is irate. A lot of then can really fake being friendly and patient over the phone. Even if they can’t do anything to solve the problem of the customer, they can relay the bad news in a way the customer would feel that we are actually doing something to solve it. I know this because i was once one of them. But try calling a local company most especially government agencies ( Hi SSS!), you can actually feel na irritated sila sayo as if parang istorbo ka sa kanila. Ako pa mismo ang nahihiya kung bakit pa ako tumawag sa kanila. Ganun kalala… I can’t do anything but utter a deep sigh whenever i remember this. I just can’t understand why local companies can’t adopt the kind of Customer Service Training this offshore companies offer to their employees.
thanks, shin.
Can you pay bills online with them Doc Gelo? For some years now, I’ve been checking (besides getting the actual paper bill) and paying my utility bills online to avoid missing deadlines and also save on stamps. But when things do go wrong, customer service shouldn’t put you down especially when you’ve been a loyal customer all these years.
i think on-line/automated payments are also observed here but i’m just traditional, much more lazy to read the ins and outs of procedures; so i stick with the bills instead.
me, too, yang SSS ang daming checheboreche, napakabagal ng postings ng mga SSS premiun payments at kapag nag follow up ka, matataray sumagot pero kaya lang sumesweldo ay dahil sa mga contributions ng members. Hay naku dapat mawala na yang SSS at iba na ang mag take over….sakit sa ulo!
this is a f/u on nomadic pinoy’s comment. i too have have all our utilities signed up for automatic bill payment, saves time and stamp and very environmental friendly (grinning – read tamad lang magsulat ng chek). every month you get an email notification that says your bill is ready to view; then a few days later another email telling you that your bill has been paid.
on our internet we have opted to do the bundle – phone, internet, and cable – cheaper and only one bill to deal with. this too we signed up for automatic bill payment.
so imagine our shock when one day we received a notice via snail mail that our accounts are two months past due. how could it be when everything else is handled automatically? unfortunately some glitch happened and our sign up for bill payment disappeared. so husband talked his frustration out (which he can do in a calm manner – that’s why he’s the one calling and not me). in the end we had to sign up anew for auto bill pay, plus they did waive whatever late fees it accrued.
luckily there was a notice of disconnect sent to us. you were screwed doc, i hope companies treat their customers better and isn’t it that the first rule of customer service is that the customer is always right?
natakot ako sayo bigla. hihi
try calling PAL – bumaba na blood pressure ko and all, ringing pa din. no human will answer you. no one’s there! ( i blogged about that too)
we use DSL – the P999 plan. phone + internet. pwede na! Ü
as i mentioned chyng in my former post, i am more than meets the eye!
i mean PLDT DSL. Ü
one more problem with smart bro which will be unresolved and probably i’ll switch to pldt dsl or whatever broadbrand provider is better.
I agree kay Shin. Pag foreign ang service, todo friendly tayo. kung baga, bawal magalit. patience kung patience. pag local naman, juice kow. kala mo kung sino. dati tumawag ako sa maynilad, pag hello plang ni kuya eh galit na. parang kasalanan ko na tumawag sa kanya. eh hellow, di naman ako tatawag sa kanila kung ok ang service nila noh. tapos sabi pa nya “eh anu gagawin ko?” grabe nagpanting na talaga tenga ko. kakainis! grrrr!
smart bro post-paid kami and i experienced intermittent connection for several weeks up to more than a month one time three years ago. getting to reach an attendant of theirs was hard. whenever i’d reach one i made sure i made my point to say that we were paying customers and that we did not deserve such bad service. after several calls and a visit from their crew. i arranged a rebate via a few more calls. they slashed a month’s bill off of our backs. i was happy.
Hi Doc Gelo,
SMART Bro has a notoriously poor record for handling customer complaints, but FORCE does work. For 2 months, my connection was intermittent and I kept on calling and calling but not one of their solutions worked. We were so fed up that we decided to go to their office to have their service cut. Immediately, they came to our house and everything’s been smooth since then. It’s been 4 years hehe
naku Doc, i also get pissed off for poor customer service especially kung alam mong may point ka and ang kausap mo eh mukang hindi alam ang ginagawa. it happened to me to SMART (cellphone) and SUN (broadband). I think i already even asked yung boss nya or even some technical person to assist me kasi hindi ok ang technical support na ginagawa nya.
they should know how to treat loyal customers dapat.
though infairness i like the connection of SMART and SUN. I have a smart prepaid broadband then switch to Sun postpaid ng lumakas internet usage ko. and mura din unli ng sun compared to the 2 internet providers.
Hi,
We would like to help you regarding your concern with your Smartbro.
Please email us your account details and contact numbers at ISMS@smart.com.ph
Thank you
Social Media Services
Smart Communications, Inc.
eish!!!!!! smartbro sucks!!! i was using globe prepaid before and it was a lot better! this is not an exageration. though there were days that globe also has problem with conection.. but atlist, it wasn’t always and it was fast even when downloading movies. i shifted to smartbro 6 months ago – and my www life started to experience hell – since i am now using postpaid. within the first month, i had no problem with smart, though of cors it was really slow compare to globe. for the past months till now, i wanted to throw my laptop everytime i come online. the signal is WORST! i wanna change to globe agen but i still hav 18 long months to prolong the agony. i am calling the attention of NTC to please help improve telecomunication servives (esp SMART). we are paying for a very BAD service! for those who plan to subscribe at smart, think a million times. do u wana be one of us? gggrrrrr.