Dear PLDT Part 4

Hi all! I'm having major issues with my internet provider again. Fortunately this time the agents who answer my calls are pretty much courteous and respectful. A big difference from my experience at the start of this month. The supervisor also took my call right away and has updated me the status after 30 mins. Hopefully he/they continue to update and expedite the resolution to my problem.

I hope to be online again in a few hours! Hope everyone has a great day/evening!

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Dear PLDT Part 3

Alas... my internet connection has returned!!!

Okay, okay, let me not get too ahead of myself. Yes I can surf, I can even upload some pictures. It's better than the other 2 days. BUT, it still gets disconnected for, at maximum, about a minute every 45 minutes or so. I will still report it but I am no longer irate, unless I get another one of those CSRs that MAKE you irate.

I understand that they're doing their best to provide quality service, but as a consumer, I need to get my money's worth too. This is what I tell them every single time I call them. I know they are consumers themselves, with mobile phone plans and probably even internet connections in their homes, so I patiently explain to them that what we pay as consumers is hard-earned money. This demands quality service from a provider.

It now makes me think of other options. If I do want to go that route of doing online jobs, I think I would need a backup broadband provider, even if only the prepaid ones.

Who do you think provide better service? I know it's dependent on the area, but in terms of customer service and response time, I'd like to know your thoughts.

Thank you and have a good one!

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Dear PLDT Part 2

A much needed PLDT Update! But of course I couldn't post this yesterday. I could only open my messenger for about 45 seconds then shut down again for 3 mins, then on 45 secs, shut down 3 mins, and so on. Can you guess I'm still not happy?? But this was towards the end of the day, let's not jump to that just yet.


April 5th 2010

• 10:30am During my first call to PLDT (please refer to my previous post HERE for some transcript), my attempts to be transferred to a supervisor proved futile.
  
• 11:51am Supervisor JS called me let me know that my internet connection report has been escalated to the local field supervisor for physical checking, AND my report regarding the Customer Service Rep (CSR) EP is under investigation. She promised to listen to the recorded investigation and was also advised by EP that I MAY be filing a complaint.
• 4:45pm Supervisor JS called again to update but I wasn't able to take the call. I was busy feeding my little princess.
• 8:00pm Called PLDT to let them know that my connection was still intermittent. Spoke with a very courteous Jas. She told me that Supervisor JS was calling earlier to ask my availability the next day in case the PLDT repair man needs to come over to check the connection in our house. I told her I am making tomorrow free for them so they can finally fix this. She will relay to Supervisor JS and will also request for remote line testing again to try and pick up the service.

April 6th 2010

• 10:00am Supervisor JS called to let me know that the connection report is being handled by the local business area. They might come over the check the PLDT "box" nearby. She also informed me that she already heard the recording. She confirmed the following:

1. CSR EP was way out of line when he answered "Hindi! Meron pang ibang tests!" (No! There are other tests!) Supervisor JS confirmed that the intonation was indeed wrong.
2. Supervisor JS also confirmed that she DID hear CSR EP breathe a sigh of frustration towards the end of the call, which is when I really lost all traces of my sanity. She even told me that she heard him deny it when I asked him "Did you just breathe on the phone's mic?? (as a sign of frustration?)
3. My complaint is being handled by the the team leaders and coaches. As of this phone call, she informed me that CSR EP already had 1 coaching session and is being monitored closely.

• 1:12pm Mr. Joe A. called me from within my area to ask if my internet is working properly. The light, proving successful connection, was stable but he still told me to monitor in case I still get intermittent connection. I felt he was way older than me, but he was very, very courteous.
  
• 2:00pm - 10:40pm Intermittent connection. I can't even load a page! Called PLDT again to let them know that the problem has not been resolved. CSR Joel will request forward request again and order remote line testing.

Let's see how all this goes down today, April 7th.

Incidentally, we do have a tentative scheduled brownout which MAY start between 12nn and 1pm and last for 2 hours. Meralco (CSR Bianca) said that it is tentative because if the power can be supplied, then our schedule can be "waived".

Have a good one everyone! I hope our day goes well too. Please wish us luck *wink

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Dear PLDT Part 1

My connection is still intermittent. I am starting to really hate PLDT now, not only because of the connection but also because of poor customer service. Last time something like this happened, they managed to fix my internet in 16 days, and phone in 14 days, and that was with me calling EACH and EVERY DAY to let them know I'm counting!! Let's see how long this one takes. I first called to report it April 2.

after stating the problem:

E. P. (PLDT CSR): May mga tests po tayong gagawin ma'am.

Momsy (still calm): Anong klaseng mga test? Sa connection ko? E kakawala lang so gumagana, paputol-putol lang every 3 mins. Ping? e wala ngang connection.

E. P. (pabalang na pagsagot): Hindi! Meron pang iba!

after stating the problem:

E.P. (PLDT CSR): We have to run some tests ma'am.

Momsy (still calm): What kind of tests? If physical connections from my computer to the device, there's no problem because I was just connected to the internet. I lost the connection right now so I don't think the problem is from my end. I'm just reporting that it gets cut-off every 3 mins or so. Ping test? We can't since there is no connection.

E.P. (with I presume a big smug on his face for me adding work to his currently full plate): No, there are other tests! (possibly even thinking of connecting the word "stupid customer" after that sentence)

THEN I LOST IT!!!! I told him I didn't want to talk to him anymore and if protocol says that a customer has to ask for a supervisor 3x before they can transfer, I told him 3x I wanted a supervisor.

Forgot to mention, that after 2 more times of him coming back to the phone and using the words "po" and "opo" again, AND trying his best to pretend to apologize that all 3 supervisors are taking calls and was told that it would take longer, he breathed a sigh of frustration on the phone's mic... seriously!

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