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! 
OPINION COUNTS…