Rants about globelines, their service and their costumer care system
By pehpot
@pehpot (4762)
Philippines
October 13, 2008 10:46pm CST
I have been experiencing internet connection trouble for the past few weeks now. Thanks a lot globelines!!!! Our connection is in trouble since 2nd week of September and what makes this matter worse? the costumer care of Globelines. I really have so much to say regarding this.. but first our connection, it was like this, almost every month. One week the connection was fast, 2 weeks connection is on and of and one week no connection at all. I wonder why did we ever changed from Smart broadband to globelines, oh well I am sure Smart users have rants to (and we did before) With this kind of connection you really want to curse the company. but of course we are civilized here (yeah sure) and hubby is the one handling costumer care calls. and so he did.
First costumer care hell experience. No connection so hubby call globelines costumer care. The connection was out for a week now and he called on Monday night, Tuesday and Wednesday, no technicians drop by, Wednesday night he call again and the costumer rep says the ticket has been closed and that technicians do come and reported back that the connection was back and that the technician had actually talked to him (whaaat? my hubby is suffering from amnesia?) that made my hubby very furious, and he was really mad that time. and so another ticket was open and took them another week before the "real repair" was done.
second worst encounter: Connection was OK but the phone dial tone was gone, did not take an action because we seldom use phone. then connection was out. Hubby called in to say that we have no connection, 1 week after, no action, then he called again and it was like they are saying that he have to call again for another problem, that is that the dial tone is out too and the only report that they have in, which is two weeks old (and still not closed because they have not taken action yet) is that the internet connection is out. Oh gawd!!!! I can hear from our bed, my hubby shouting on the phone and saying he wants to speak with the supervisor. the problem with them is that thye don't wan the call to escalate, and so the rep says the supervisor is busy with calls, this made me laugh: my hubby says, if the supervisor is out, give me your manager, if your manager is out, give me your president!..
and so and so.. and they give the supervisor and until now the connection, is still unstable.
2 people like this
8 responses
@migsmartinez (1293)
• Philippines
14 Oct 08
Ah customer service. One thing we love to hate. First of all, sorry to hear about that experience with Globelines. I am not currently a user of globelines but I've had my share of bad customer service with another ISP, PLDT. Almost the same situation as you. I had a really bad internet connection and my dad decided to call PLDT. We encountered a very rude call center agent and when we asked for her supervisor, she said he was busy. It took around a month for them to send over a technician to fix the problem. Except for BayanTel, whose customer service I hear is really good, all other ISP's have bad customer service and slow technical support.
1 person likes this
@marshiemallows (1010)
• Philippines
14 Oct 08
like you, i experience a lot of headaches from being a globelines subscriber. last time our modem got destroyed, i called their customer service hotline and asked if they could send someone as soon as possible to change the modem for us. that day, a man called and asked for our address. he was going to change our modem and so he asked for the serial number and all. night came and he still wasn't able to reach our place. he called and said he got into an accident so he couldn't come. the next day, i called their customer service hotline again and to my surprise, it was reported that our modem has already been changed. STRESSFUL isn't it? so i got mad and told them the whole story and told them to fire their irresponsible lying workers. and that day, our modem got changed and so i was able to use the internet again! lol.
1 person likes this
@argie713 (1809)
• Philippines
14 Oct 08
I am also a globelines subscriber. I experience technical problems at least once every two months. I have also noticed that they have assigned me a proxy IP address which limits my capabilities to download and to register to a site that requires no duplicate IP address. The last time I experienced problems was two months ago. I called customer support. They made me wait for a long time and just told me that they will send a technician here. After a few days no technician arrived. I called them again and asked for the settings for the modem so that I could fix it myself. I managed to fix my internet connection by myself. Globelines really have a poor technical support team.
@kun2349 (23381)
• Singapore
14 Oct 08
it's normal to face this kind of problems whenever calls are made.. Because on the other line, all those customer service personnels, are unknown and unseen to u, thus even if u are not happy with their services, there's nothing much u can do, as u cant see the actual person.. Thus, their work attitude will be very poor and that they just work for money, and dun bother about all other things..
Thus, even if u were to ask for the board of directors, it won't be of any use too, for they will never lead u to them, and they might just hook your call to their frenz and pretend they are the supervisors, to talk to u..
So the best thing, is to go down personally, and there u can be guranteed that your complaints and problems are solved fast and easily..
@pehpot (4762)
• Philippines
14 Oct 08
just for the sake of discussions, isn't it the reason why they build this kind of service? costumer care right? costumer, me,thy should tend and care for my needs, if their service is that poor they should be called as such..
costumer care my friend really sucks
costumer care my friend really sucks1 person likes this
@tryxiness (4544)
• Philippines
14 Oct 08
I have to say Globelines has poor service.
I wrote this last August, but the never had concrete actions.
[i]I have been complaining over the phone about the weak signal my globeline has since the storm frank left the country, and I have been complaining for more than a month now about this, but, I am not even sure if you are addressing my complaint.
I know, I am just one of your customers complaining about your product glitches, but, I do hope you would address my concerns. I would like to get the kind of service I deserve for the amount I am playing your company.
Hoping for an immediate action from your office.
[/i]
And globelines reply was:
[b]Dear Ms. ___,
Good day.
We regret to learn of this recurrent problem despite the replacement of your unit in July. Our apologies for the inconvenience this may have caused you. We have flagged our technical team about this persistent problem so they may do necessary and provide a permanent solution to the matter. A trouble ticket has been created for you to address the problem.
Thank you.
Sincerely,
Ellen A. Tanchoco
Wireline Customer Service
Globe
[/b]
There are lies in her answer, she said that they had replaced my unit which they did not. Definitely, Globelines never went to our house to check on my landline complains (plus the verrrryyy slooowww internet connection).
@tryxiness (4544)
• Philippines
14 Oct 08
Actually, we're just ranting. The thing with Globe's customer service is that they would provide you with promises that their tech people will come 48 hours after but gone are the 48hrs (and even 48 days) and no reply from them nor appearance was conducted.
It's just sad your money's worth gone to nothing. 
@ANTIQUELADY (36440)
• United States
14 Oct 08
i'm like your husband i get very ill when my computer is not working right. my computer is getting pretty old but i have dsl which is suppose to be alot faster,sometimes it takes forever to get anything through, i hate that.
@ANTIQUELADY (36440)
• United States
14 Oct 08
it's suppose to really speed your computer up. sometimes it does & sometimes it doesn't. of course my computer is old.
@salonga (27775)
• Philippines
14 Oct 08
Oh my goodness! I felt so tired reading your soooo bad experience with your Internet Connection and the equally bad performance of Custumer Care people. Ohhh, I am so sorry for you. That would be a thing that would really annoy me. I'm using a Smart Bro and so far their services has been okay although there were some very few days that Internect Connection would suffer some disturbances as they said they were doing some repairs. But so far I've been very satisfied.
I hope you solve your problem soon with your Internet Connection so that I could see more of you here at myLot.
@ethelcutie (1)
• Philippines
17 Nov 08
You are lucky that you only experienced internet connection trouble for week, i've been experiencing it on daily basis since we got it last year december. We would experience internet interruption at least 2-3 times per day for about 1-6hours. It was terrible!!! If you call the customer service, they'll be telling u the same story and would tell you, they'll send someone to fix it,but then walang darating. Minsan kailangan mo pang magalit, after 3-5 days sometimes they would send someone to fix it, but after than, the problem comes back. My goshhhhhhh.... They better close, coz they cannot deliver what they promised to use subscribers.
