those globe cs reps are quite incompetent...

@allen0187 (59654)
Philippines
August 24, 2011 12:32am CST
and almost ruined my day yesterday. so i have a prepaid line and a post paid one. the post paid line i use for business, work, adn keeping in touch with family memebers and loved one. the pre-paid one is th4e oen i use for friends and casual acquaintances. i would normally load Php of load credits and this would last me awhile as i use this to just make calls. i hardly text. anyway, globe has the superunlitxt promo which charges you Php25 adn allows you to have 250 texts to oglobe and other networks as well. so i tried this promo out and much to my dismay, i found out that i ended up losing more load credits than usual which shouldn't be the case since i'm enrolled in their promo. so i called their globe cs hotline to make a report and by golly, the rep that i got was really very bad at her work. she seems to be a newbie as she was giving inaccurate information. i had to repeat a number of times my situation before she got a full grasp of the matter. when i had enough, i politely asked for a supervisor and she was hesitaqnt in escalating the call at first but then she did. the supervisor was of no help at all!!! when i asked for the reason why i was debited load credits, the supervisor can't give me a valid reason and said that she needs to send a report to their tech team. this just didn't make sense. anywy, before wasting more time with these globe cs reps, i decided to end the call politely adn just asked for my confirmation number so i can follow-up with them which i doubt that i'll do since u have better use of my time that talking with idi@ts!!! spologies for the rant but incompetence is one of my pet peeves. if there are globe cs reps here in the mylot community, i'm sure you guys can do a far better job that what you are doing right now. evil casually, disgruntled globe user ... so my mylot peeps, have you experience any similar frustrations dealing with incompetent cs reps from your service providers? care to share... cheers!!!
7 responses
ybong007
@ybong007 (6643)
• Philippines
25 Aug 11
If my memory serves me right I only made three calls to globe CS. The first one was when I got my first cellphone and that was well over 10 years ago. The call was made on that same cellphone but I was unable to get through. The second time was several years ago, that was when I was trying to get help to activate my GPRS settings. The CSR who took my call only told me to turn off and turn on the cellphone although I told him that I already did so a few times before I made the call. Knowing that I won't get the help I wanted I just told him that I'll do it again and call him him back which I never did. The third call was I think a year or two ago and that was regarding my postpaid plan where I clarified if calls from my cellphone to any globe or TM phones is free. After answering a series of question, the CSR confirmed that it is free. Over all my overall experience is one neutral, one negative and one positive so I'll give them 50% customer satisfaction.
allen0187
@allen0187 (59654)
• Philippines
12 Sep 11
hi ybong. good point about globe telecom possibly outsourcing their call center. that might be the case here but still that is no excuse to offer unacceptable customer service. if they are outsourcing their call center and the call center isn't performing up to standards, then the next step is to change call centers, ensuring that the new call center provides acceptable standards of customer service. after all, the call center is representing globe, so whether they are outsourced or not is irrelevant. about the amount of load credits, to a certain extent i agree with you. i wouldn't be crying foul over a Php25 lost load. however, think about it, if during over a year you keep losing Php25 loads at a time and this has happened to you let's say ten times over the year, by the end of the year, you would have lost Php250. that's Php250 worth of text or calls that you weren't able to use. so it is not so much the amount of load credits lost but rather the principle behind the lost credits. my two cents. cheers!!!
allen0187
@allen0187 (59654)
• Philippines
9 Feb 12
i finally did the right thing and switched networks. i'm really happy with my pre-paid and post paid plans with smart. globe $uck$ big time!!!!
ybong007
@ybong007 (6643)
• Philippines
5 Sep 11
That raises the question on whether Globe telecom has already outsourced its call center. When Globe was number one and SMART was an unheard off company then or still selling those analogue cellphones, I think they have their own call center. I'm just wondering because if they still maintain it, they should be able to pin point the problem instead of giving everyone the turn around until they get tired and won't bother to call anymore. I have my own share of lost credits that's why I don't load that much anymore, if I will it's only going to be 25 pesos at least when they stole it, it's not that painful.
Daddy Neil
@neildc (17238)
• Lapu-Lapu City, Philippines
26 Aug 11
i also had bad experience with my provider, not globe. i guess most of these customer service representatives do not know very well the ins and outs of the company they are serving because most of them are not really connected to the company, most of them are merely call center agents. and most of them will say, we will forward your concern to the right people, to the right department. so we cannot always say they are incompetent when we are complaining about the service.
ybong007
@ybong007 (6643)
• Philippines
5 Sep 11
There are good reps and there are bad reps. The difference between the two is not on how knowledgeable they are in the job but on how well they deliver the bad news to you . If they're just outsourced agents then that means there are limitations on the kind of information they can provide to clients and this is not their fault. In some cases, the amount of help also depends on the kind of caller these reps have. If the caller is already irate at the beginning of the call, chances are they won't help as much as they should, god knows how many unheard cuss words they'll say at you when they press the mute button .
sweetmary86
@sweetmary86 (822)
• Philippines
25 Aug 11
hehe sometimes the customers get annoyed i was also once a customer service rep for phones no matter how hard i try to assist the customers we just cant avoid at times there are flaws esp. if u assist a rep who had been assisted by your fellow rep before they talked to u and they messed up.
allen0187
@allen0187 (59654)
• Philippines
28 Aug 11
hi sweetmary. i understand what you mean. i've worked in customer service for a good time as well and nothing can be as frustrating as being left out and getting the brunt of a customer's ire because the cs rep who handled the customer's issue beforehand messed up. it happens and if it does, you want the strangle the neck of your office mate now, we both agree that it can be frustrating, imagine if you were the customer that was at the receiving end of this kind of 'customer service' (rather disservice, as i would say). you had to go through the same ordeal not once but twice. both interactions are bad, the first one by default, the second one, a direct result of the previous one. you'd probably want to curse to the high heavens!!! anyway, i rest my case and for the good part of this year, i'll stay away from these globe cs reps and keep my sanity before i go craaaazzzzzyyyyy! lol!
bluespygirl
@bluespygirl (2112)
• Philippines
24 Aug 11
Hello there! I seldom watch television and news nowadays. I had red here in yahoo news that globe really had a problem days ago. Some fibers are lost or ruined among other problems. The thing is, after their services is resumed, our load vanished too! This is so frustrating especially when we are on a tight budget! Just like my son who load up every weekends only and the money came from his allowance savings. I would like to add my experience with the globe cs and company. There was an event just recently by globe called Negostar. This event was on a pre invitation to the businessman like me. I was invited by their agents. We were asked to bring photocopies of our business permits, mayors permit, DTI's etcera. they told us that if we like their plan subscriptions, we will be approved right away and we will take our phone units home after the event. Globe presented their company profile and plan subscription features. In the mid of the event, we passed our requirements along with the application. Do you think I take away my plan subscription? NO! They approved those who are from LGUs (public officials, etc). The thing is, it is called Negostarr because this was for "negosyantes" or businessman like me. i was told that I was chose then at the end, most of us haven't take home our phone application. THEY LIED! I know, I have good food at the hotel but i think this is a waste of time for me. I am not angry because I didn't take home my application, I am angry because the wasy they treat us. They promised to call but they haven't. What a company! I am mad that I had chosen Globe prepaid since the beginning.
allen0187
@allen0187 (59654)
• Philippines
4 Sep 11
hi bluespygirl! wow! that was such a disappointing experience for you! what a waste of time and resources. another proof that there is much more to desire from globe's so called 'customer service'!!!
voracious
@voracious (624)
• Philippines
24 Aug 11
Maybe a trainee received your call so that's why he/she can't give the right answer since they might new to the company. In my experience I never encountered talking with a trainee. Just be patient.
allen0187
@allen0187 (59654)
• Philippines
28 Aug 11
hi voracious. you raised a good point but being a trainee isn't a valid excuse. trainees should be taking this opportunity to prove themselves that they can contribute positively to the company. instead of them saying that they can't give the right answer, they should at the very least show an effort to find out the proper answer for the customer's question. i don't expect them to know all the answers all the time but i do expect that they do something in their end to help me out. something that i didn't see from the globe cs reps that i've unfortunately encountered.
zerd87
@zerd87 (301)
• Philippines
24 Aug 11
Yes it is true. But not only globe has a bad costumer representatives. Even smart and sun cellular does. Especially in smart telecom. Lots of my prepaid load was stolen and the costumer representative service is very busy and responded slowly. Hope they fix the problem. You can somehow put comments in the costumer representative if they deliver false information to you.
laniekins
@laniekins (4579)
• Philippines
24 Aug 11
Globe has many problem in their product, our office's broadband is globe and before we always have problems with the phone. There is no ring tone and we can't have outgoing calls. The problem comes and go and it will takes a few days after I reported before they do action. I am a globe prepaid subscriber too and had problems with missing load. All the CSR can do is to make a job order regarding my problem to be sent on their technical team. Their only role is to get customer complain and make a job order but they can't fix your problem. So far I haven't had the same experience on a newbie or totally non-sense CSR.
allen0187
@allen0187 (59654)
• Philippines
28 Aug 11
hi laniekins. good for you if you haven't dealt with an inexperienced globe cs rep. it is a complete waste of time and effort. sheesh!!!