GLOBE FAIL, PART 2

Not a food post, but one that concerns a number of us.

I have an iPhone 4 that I purchased myself and I have been using it with my Globe subscription since October 2010. Around mid-2011, I noticed that the signal on my phone would drop, especially when I would enter the basement of a building or an elevator. To get reconnected, I’d had to turn my phone off and on. This became an annoyance and finally in December 2010, I took the bother of going to the Globe Business Center at the Shang Mall to have my problem fixed once and for all.

I was lucky to have been attended by Gladys Rojas. She even gave me her cell number so I could call her if I encountered any problems with my phone. She explained to me as someone who was herself an iPhone user, she had experienced the same problems that I described that day. A day or so after my visit to the Globe office, the signal on my phone improved.

Early this year, the signal went awry once again. Having had a pleasant experience at Globe’s Shang office, I went there again. This time around, I was attended by another CSR, who tried to bluff herself through my problem. It was obvious that she knew next to nothing about my problem, and I asked for a supervisor. Ms. Rojas assisted me and she changed my SIM, changed some settings on my phone and asked me for feedback. Again, she told me that my problem was unique to iPhone users. I asked why nothing was being done about this problem and she said that Globe was addressing it. For a time, the signal was good. Then it went kaput again. And again, I went to Globe’s Shang office. This time around, Raj Rendez attended to me. He gave me the same explanation: that iPhone users had been complaining about weak signals, dropped calls, unreceived text or that was shown as sent but did not reach the intended recipients. Again, he promised to keep me updated on the progress of my complaint. On January 26, 2012, he sent me a text telling me that he had endorsed my complaint to technical and that he would keep me posted on any progress. So far, I have not heard from him again. On February 2, I texted him for a progress report because my connection problem persisted. I did not receive a reply.

In the evening of February 3, 2012, I was in Trinoma and my signal went bonkers again, despite the fact that I did not enter any basement area or elevator. I turned my phone off and on. A little while later, I received a call from my sister, wondering why I had not texted or called back, or why my number had been unreachable since the evening of February 1, 2012, after my Mother had an accident. This really upset me. For two days, I was clueless as to what had happened to my Mother, because of Globe’s continuing failure to provide me the service that I contracted them for. I immediately called Mr. Rendez. His phone was ringing, but he was terminating the call at each of my attempts to call him. The same went for my attempts to phone Ms. Rojas. I even texted them, informing them that their failure to update me on my long-time complaint and the failure of Globe to provide me the service that I had paid for had caused me grief.

So what does a hapless consumer like me do? On the one hand, I want to terminate my contract immediately. But what option is then open to me? Proceed to Smart, where the service is not any better? Should I file a breach of contract suit against Globe, and be a foolish David to their smug Goliath?

Today, I’d had to turn my phone off and on twice.

And the saga continues.

GLOBE BUSINESS CENTER FAIL

(Image from http://new-slang.com)

I've been a Globe subscriber from the time I first got a cell phone in 1996. When asked why I've stayed put, I always say it's because it has the least bad customer service among the 3 telcos. To be fair, Globe's CS for postpaid account is quite good, but turns to horrible when you are a prepaid user. Also, do not get Globe as your internet service provider because they really suck at this. Take it from me and many more who are disgruntled Globe Tattoo or home- and office-based subscribers.

Anyway, I normally pay my Globe bill online, but decided to switch to going to Globe Business Centers so I can use my credit card and earn points. The first time I did it was the other month at the SM Makati Business Center. I was early. There were no other customers and I had my turn at the cashier's right away. When I got to the counter, the cashier did not so much as look up to greet me. So I asked for the manager and pointed out this disrespectful and rude conduct of the cashier. The manager apologized, but the cashier did not. I guess the cashier's DNA did not include the polite gene.

Today I went to Globe's Shangrila Mall Business Center. I got in at around 10:55 a.m. and the office was still closed. The Globe security guard, who was very polite, said that they would open right after the playing of the Lupang Hinirang. I thought this was fantastic of the Shangrila Mall management to instill  nationalism and patriotism on mall employees and patrons by starting the day with this ceremony. When the Lupang Hinirand was being played, I stood at attention, as did the security guards inside the Globe office. However, all of the employees inside remained seated, chatting and laughing away. I really got upset. It reminded me of the time when I went to watch a movie and a group of noisy Koreans remained seated and noisy when the Lupang Hinirang was being played. I shouted, "Hey Koreans! Shut up! And stand up!" I was ready to call 117 if those disrespectful visitors had remained seated. Thankfully for them, they did as they were told.

Back to Globe. 

I was really upset at the employees' disrespect for the National Anthem and all that it stands for. To make matters worse, when the Globe office finally opened for business and I went to the Cashier's cubicle, I was not even greeted a good morning. I wonder if this is the institutional culture of Globe: disrespect. I immediately asked for the manager and Gladys Rojas attended to me. I explained to her that it is a crime to not stand at attention when the Lupang Hinirang is played. I explained to her that as a Filipino, and one whose father fought in World War II, I felt insulted that her co-employees just chatted and remained seated all throughout the playing of the Lupang Hinirang, and act that was after all punishable by law. To her credit, Ms. Rojas apologized and promised to do something about it, although I have my doubts about whether she actually would. Her excuse is that the anthem is not audible inside, and yet when it was playing, the security guards stood at attention.

I may be labelled as overzealous, and so be it. I make no excuses for being a proud Pinoy. I love my country and I love the Philippine Flag and the Lupang Hinirang as national symbols. It is probably in this light that the drafters of  REPUBLIC ACT NO. 8491 or the "Flag and Heraldic Code of the Philippines" (full text at http://www.chanrobles.com/republicactno8491.htm) stated that "Reverence and respect shall at all times be accorded the flag, the anthem, and other national symbols which embody the national ideals and traditions and which express the principles of sovereignty and national solidarity. The heraldic items and devices shall seek to manifest the national virtues and to inculcate in the minds and hearts of our people a just pride in their native land, fitting respect and affection for the national flag and anthem, and the proper use of the national motto, coat-of-arms and other heraldic items and devices."

Globe, shape up. You can't be complacent, especially with the impending merger of Smart and Sun. It's bad enough that one of your image models is Vice Ganda. Don't compound matters by not training your people to be respectful. At the very least.