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Dear Fashion PULIS,
I am a loyal subscriber of this telecommunication company for a long time. I am writing to you to share my frustration regarding the company's loyalty program. A customer service representative (CSR) called me last November 17, 2011 to inform me that my application to avail the iphone4g 32gb (3 years lock in with cash out around less than 3k) has been approved. The CSR even asked me as to which color I prefer, I told him it does not matter as long as I get the phone.
Five days later (November 22, 2011), I received a call from another CSR informing me that starting today, the iphone4g will no longer be available for the company's loyalty program. I freaked out when I heard this. I told them that they already made a commitment to me five days ago and that the company should honor it and give the phone to me.
I would understand if the CSR told me that there is no stock as of the moment and I just have to wait a little longer to get the phone. But no, he kept saying "I am very sorry" and "I understand your frustration Ma'am" because there was nothing he can do.
This is just so frustrating because a verbal agreement was made five days ago prior to the changes in the loyalty program and it is just so unfair that the company is not going to honor what has been promised. Thank you FP for allowing to share my disappointments. I just needed to vent out my frustration with the telecommunications company.
Yours truly,
Michelle Tan
Ooohhh.. Madami sila kapalpakan lately huh.. Tsk. Wag ka pumayag dear. Kainis naman yan..
ReplyDeleteAko una! Me masabi lang at maging significant
ReplyDeleteUr conversation was surely recorded. Talk to a supervisor
ReplyDeleteparang yung earth lang naman ang may iphone loyalty program? kalowka....
ReplyDeleteAlam na!
ReplyDeleteit happened to us too.
ReplyDeleteMUNDO BA ITECH? BLUE KC ANG COLOR NG SKY. PANGALANAN NA KC
ReplyDeleteSo sorry to hear that, I'm sure that's with G, of which I am a subscriber, too. As early as October, they have stopped selling iPhone 4 units, I was told. Their exact words were "we have recalled our iPhone 4 stocks nationwide, to prepare for the launch of iPhone 4S before the end of this year." So, there, my dear fellow-FP addict, we probably just have to wait a few weeks, then we'll have our iPhone 4S. I hope this will make you feel a little better! :D
ReplyDeleteGLOBE??? SMART??? SUN???? hahaha
ReplyDeleteIt can only be G. The matalino one does not offer iPhone plans. The CSRs of G is like that, on our experience, we only requested for the end of a number which they promised. Then again, after we experience stress and hassle just to collect the phone, we found out they did not even give us the promised number! What a waste of time and effort! My mom should have just sticked with her previous line after all!
ReplyDeletea verbal agreement is a mere contract already. sheesh!
ReplyDeletethey have the worst Customer Service :(
ReplyDeletedisconnecting people (subscriber)
ReplyDeleteHaha. I cut off my globe sub a month ago. That's after more than 10 years of loyal subscription! Bad service! As in!
ReplyDeleteUr conversation was surely recorded. Talk to a supervisor
ReplyDeleteNovember 23, 2011 12:16 AM
This is true. All calls should be recorded therefore can be used as an evidence. If you have the funds and the time, Threat them seriously by taking this to court and see how they instantly react and succumb.
buti ako umabot.bwahahahah
ReplyDeletesorry for you
G is going down when it comes to CSR and "perks". I see S leveling up what more pa kaya now that it owns D already. Yesterday nga lang, I've heard 5 reklamos about G.
ReplyDeleteSounds Globe to me. I have given up on the loyalty program and will downgrade my plan very soon
ReplyDeleteThis happened to me too. 2 Years ago I was also going to avail their iPhone 3Gs and they gave it after 2 months I think. But within those 2 months, it is like they are like discouraging me to get the iPhone. They were like pushing me to get the rebate instead or the other gadgets that they are offering (Nintendo DS or a portable DVD player, which I don't need by the way). They said that there is still no available stock, but when I go to a store to ask if they have an available iPhone, they do have it it's just that those units are for prepaid subscribers not for the loyalty program. I almost gave up and I thought of getting a BB but they said that it is out of stock. Imagine, all their business centers do not carry that unit. Kaloka.
ReplyDeleteI do agree - i have requested for a temp disconnection of service as I am out of the country. As I will not be to return to PI in time for the 2 months, i requested again if i can extend the temp discon of service for another 2 months only to be told they have terminated my account and i can have it reconnected anytime by going to their service centers and pay the recon fee of Php550! it was infuriating they terminated without letting me know. What is then the use of getting all possible contact info if they are not going to use them. Obviously, I'm upset 'coz this was my first mobile# had it forever. Just venting out too - i just had this episode yesterday so wound is kinda fresh. I even told the CSR i will spread the word of their kind of customer service and way of handling loyal customers whom they have given loyalty rewards in the past. Which reminds me - di ko pa pala nagagawa - hmmp makapag change nga ng status sa FB ! imbyerna ever.
ReplyDeleteLast month, the same telco, launched an iPad 2 promo for their business plans. Their Account Manager said we can pay it via installment for 24 months as long as we subscribe to their unli browsing servic of 999 per month. My officemate and I availed of the promo. We paid for 1 month advanced subscription and 1 month amortization when we got our units. Weeks have passed and our SIMs have not been activated yet. We kept on calling the hotline and all the CSRs could do was to give us reference numbers. After several weeks, we were told by the Account Manager that their Marketing team made a mistake in the dissemination of the promo. We are supposed to now pay installment through credit card before we will be able to get our activated SIM. I was really upset that we were told late about this requirement. I don't have a credit card. Am i supposed to just return the unit? I have spent P2K for a protective case for my unit. It's almost a month now and I have not enjoyed the service that I paid for. The AM has not gotten back to my inquiry as to what will happen now.
ReplyDeleteI can't believe that a company which is so big as this will commit a blunder like this. I have been a loyal subscriber and I have noticed that they have making a lot of fumables over the last few years especially in their customer service since they outsourced it to a 3rd party. It's so disappointing!!
Palpak talaga service ng G sira binigay na fone sa husband ko tapos kme pa daw may kasalanan na palpak unit nla
ReplyDeleteTruly frustrating. I too was once a subscriber of 'Mundo' for years but closed it due to unexplainable charges. Anyway, the reason theyre recalling all iphone stocks is because 'Wais' will officially carry the iphone line here in the Phil starting this last qtr or 1st qtr of nxt year..
ReplyDeleteThey have the worst service. Period.
ReplyDeleteHonestly, our telecom companies don't even do what telecom companies in other countries do or give their loyal subscribers. Like in UK. My brother has just renewed his subscription (I won't mention the company) for the 3rd time this year. The initial phone that was given to him upon his application was the first version of iPhone (when iPhone was first released). Their lock-in period for new subscribers is 18 months (if I'm not mistaken). On his first renewal, he was given an iPhone 3Gs (I just forgot the lock-in period). Then he renewed his subscription for the 2nd time on May 2010 and he got a BB Bold 9700. His 3rd renewal of subscription came this November and he got an iPhone 4S. All of these renewal of subscription are bundled with UNLIMITED internet surfing with free calls and texts (I just don't know the details of the free calls and texts). Anyways, my point is I have also been a subscriber of this maka-MUNDOng telecom for almost 10 years (on April 2012 to be exact) and I can only avail of rebates on my bills. I guess, it is better than not getting anything in return. Although my subsciption plan is inextistent, still, 10 years is a long time and I think I deserve getting more than just rebates, right? If first world countries' telecoms can do that to ordinary employees, how come third world countries' telecoms can't? My rebate will expire by November 2012 and if they can't offer me anything more, might as well terminate my subscription. Just a thought.
ReplyDeleteWhy doesn't this telco do anything about its customer service? Matagal nang issue yan. I was a subscriber since 1996. As in sila lang ang may text nun. I ended my subscription after more than 10 years. Pano ba naman, ni charger ng phone, walang naibigay for my loyalty. If ten years isn't loyal enough, ewan ko na lang. But with the telco i shifted to, sila pa ang tatawag sa yo na ready na yung phone mo, 6 months before your renewal is up.
ReplyDeleteOh, just to add to my earlier post (Nov. 23, 2011 8:22 am), the reason I terminated my account is because I was still being charged for data usage (amounting to almost 5k in just a week's time!) despite the fact that I already added the UNLI SURF feature to my account. When I asked an associate (in one of their business centers; i try not to speak with a CSRs on the phone for account issues, unless I wanna suffer hearing, 'magbayad po muna kayo' spiels) for possible reasons of such, none was given... Go figure...
ReplyDeleteI'm working with the wisest telecom company here in PI. The wise is gonna launch IPhone 4S by end of 2011. The earth's contract exclusivity with Apple already lapsed.
ReplyDeleteYou should change to both S. They have retention plans every 2 years and you get a free phone. With G, the only time they will give you a free phone is if you're over your limit every month even if you've been using G for 10yrs. My sis got a bb using a corporate account. For 3 months she's been subscribing to the bb social 300 monthly. She deactivated it once and after reactivated it. It wasnt activated thru text so she called up their CSR. They said na the bb social na 300 is not applicable to corporate accts, for personal use lang daw. However, na mute yung CSR when we told her na G billed my sister of the bb social sa statement niya. The truth is, down lang yung bb services. They never owned up na down yung bb services. Next day, na ok na ulit.
ReplyDeleteThey have the worst customer service ever ! Calling them takes more than 10mins before u can get an agent to talk to you. And when you voice out your complains they cant do anything about it! I was double charged for more than 8 mos and i complained and complanied even sent emails but they wouldnt admit their mistake. I had to look for contacts in their company to help me ... Only then did they look into my concern. They dont take care of loyal subscribers... They offer better deals to would-be subscribers or fr other networks...
ReplyDeleteFor everyone's sanity: Only G offers iPhone bundles.
ReplyDeleteThe problem with switching is it is very difficult to get a subscription plan nowadays. Ang daming requirements plus ilang days (or maybe weeks pa) ang hihintayin before malaman na decline ka lang pala (in my case, hindi na kasi sila tumawag). Samantalang sa ibang bansa, halos ipamigay na nila ang phones. Too bad, customers here in the Philippines cannot make demands from telcos. Ikaw talaga ang pahihirapan. They don't value their customers talaga. ENDORSERS lang ang mahalaga for them.
ReplyDeleteWhat's wrong with G?!! I'm a G broadband subscriber and we OFTEN (as in madalas) experience network problem. Siguro within a month, 3 times nawawalan. Every time nawawalan, expect na 3-5 days yun. Longest ay almost 2 weeks. Hindi nila inaasikaso agad, sabi pa ng matataray na Tech Support 'MARAMI PONG MAY GANIYANG PROBLEM, HINDI LANG KAYO' (in english nga lang dahil mga feeling sila). ONE TIME I ENCOUNTERED A TECH SUPPORT SPECIALIST WHO HUNG UP ON ME WHILE I WAS STILL COMPLAINING. One more network related problem, and we're going to cut our subscription. Nakakainis na G.
ReplyDeleteTheir customer service sucks big time! I've been loyal to them for 8 years now... No free phone, just a lousy rebate under 500 pesos. Thinking of switching but most of my contacts are G subscribers... hay.... if only a good number of people will drop subscription from them so their company will be alarmed at how bad their service is and would BUCK UP!
ReplyDeleteTheir CSR is the worst! I called up 2 weeks ago to inquire when my "unli-add on" & my rebate will expire so I can switch to a new plan and get an upgraded phone. The CSR told me Nov 18 daw. The following morning, I went to their service center and inquired the same question. They said Dec 2. That afternoon, I called CSR again, they said Nov 28. ANO BA TALAGA??? I asked their service center about this and that if they're looking at the SAME RECORD DATA and THEY DON'T HAVE A CLUE! That's why better to inquire or make transactions in their service center since kaharap mo na kausap mo.
ReplyDeletesorry lang cla ng sorry! that's what they are trained to do!
ReplyDelete@Anonymous 12:28PM: Yes, same here. Almost 10 years na akong subscriber nila pero rebates under 500 pesos lang din ang nakukuha ko. Hindi man lang makapagbigay ng medyo high-end na fone just to make us feel they are thankful for our loyalty to them. Tsk tsk tsk.
ReplyDeletehahah i agree their customer service sucks big time
ReplyDeleteIt's G and they cannot do anything about it because S already got the right to exclusively offer iphones and G cannot do anything about it.
ReplyDelete@Anonymous 1:08PM That's true, it's so weird kasi early this year i called their hotline in charge sa loyalty program and I pointed out na 8 years na ako subscriber and how come they treat their loyal subscribers like shit. I mean, do we have to BEG just to get rebates or a free decent phone? At by the time na qualified ka na for your loyalty reward, sasabihin sayo out of stock ang gusto mong phone so they offer their shitty phones instead. If you see all their ads, you'll be shocked at how they willingly spend millions para makipagsagutan sa ibang telcos, vying for customer loyalty flagging all their PERKS but they can't even keep their loyal customer base happy & satisfied w/ their services.
ReplyDeleteI applied online for their plan na tatlong fon..pero 2 bwan na di parin sila nagrereply..paulet ulet akong tumawag sa kanila pero hintayin nalang daw..may tatawag after 24-48 hours..kaines!
ReplyDeleteCSRs of the said company is being handled by PS. a call center near MMC .. poor talaga ang service .. tsktsk
ReplyDeleteIt's a verbal contract. In court it will not amount to anything. Sana you asked for it in writing then you could do something about it. Kawawa rin naman yung CSR agent kasi wala naman siyang powers to decide otherwise. Next time get everything in writing.
ReplyDeleteGrabe talaga ang telecom na ito. Nagnanakaw ng load, bobo ang customer service--tutoo ba na ang matalinong staff nila na-pirate ng MATALINONG telecom tapos yung bopols na staff ng MATALINO lumipat sa EARTH kaya panay bulilyaso?
ReplyDeleteDati mababa tingin ko kay MATALINO pero ngayon loyal na sa kanila. E di lipat ulit kapag tumino ang EARTH haha
iPhone fans, rejoice! You can now leave G. A an S insider informed me that Apple already ended the exclusivity with G for some reasons including couldn't keep up with the demand (bandwidth and all). I'm due for a new one too but I'm not renewing with G. Just have to wait a couple of weeks.
ReplyDeleteParang naman bago yung ganitong issue sa g
ReplyDeleteI just got an extention line last nov 4 and got an iphone sa MUNDO telecom?
ReplyDeletebakit wala na sila iphone? and contracting is not 3yrs? Its 2yrs po?
Actually my brother called them & he was asked for documents pa & waiting is 3 days daw?
Since my shop is walking distance to MUNDO business center-i went their & ang dami nila iphone! They reserved me a white nga! Tapos my kuya went & transact it?
Bakit ganun!
17yrs? Fight for it po! Kmi since more than ten years na da MUNDO ... We got how many cellphone free na din!
Good luck po! Sana you get your reward!
Don't fret y'all. G pulled out iPhone 4 in preparation for 4s. So to the letter sender, it's just bad timing. Your loyalty reward should be rolled over when the new 4s units come out later this year or early next year. And yes, S will carry iPhones soon, but that doesn't forfeit G's distributorship.
ReplyDeleteSince ang Araneta ay binili na at si mega ay nabili na ng 1B ni manny, magtransfer na tayo sa network na aalagaan tayo. I havent had problems with S before. I just transferred to G because all my friends had G.
ReplyDeleteWorse customer service ever. Pati load, mahilig kumuha!!! Today I have 80 pesos, the next day may warning 5 pesos nalang! OH MY GOD! Ilang consumers ang kinukuhanan ng load? NAKAWAN!!!!
anon 6:46pm is so totally jolog. mali-mali ang grammar. sure ka mundo subscriber ka? para kang talk n text subscriber.
ReplyDeleteeveryone should be smart & make that move! :)
ReplyDeleteIt happened to me also last nov 2010.
ReplyDeleteour customer service here in the Philippines sucks....SAD but TRUE!
ReplyDeleteBobo talaga kausap mga CSR ng G. Paulit ulit lang mga sinasabi nila sa bawat tanong mo. BULOK!
ReplyDeletehmp, malapit na malapit na ako lumipat sa SMART, maxado magastos mag globe pati gcash nila kapag mag-cash out need pa ng 2.50php per transaction tsk tsk tapos nangangain pa ng load,
ReplyDeletelumipat na ako sa S sa sobrang gigil ko sa G. Sa S at SM___ (LOL) mabilis makakuha ng linya. Imagine sa G, umabot ng 10k ung internet charges ko na naka-unli internet naman ako. and pag tumawag ka sa customer service nila, parang utang na loob mo pa na nagttrabaho sila.
ReplyDeletei encountered an "almost" the same issue with them. a CSR called me informing me because of loyalty and maybe monthly huge bill i am entitled to a 1 yr rebate amounting to 900 plus, and the plan is only 800, of course I am so happy because of 1 yr free and only 1 yr left to pay (lock-in period of 2yrs) to my disappointment, after 2 days another CSR called me and telling me i am entitled to a 400 plus rebate! surely i contradict it and telling them no, a CSR informed me its 900 plus...so on..so forth... csr informed me he will call me again to verify. to cut this short, they win, i am only entitled to 400! but no, they did not actually win, i did not renew the plan and change provider!
ReplyDeleteyup it's G.believe me the people within- the employees, they don't care about anything.mga reklamo or kung mas gusto nyo sa S.what they care about are their salaries because that's what's feeding them.marami akong kilala jan sa cebu main office nila.they just don't give a damn if their cust svc is really going down.nakakahiya na mga friends ko sila but it's the sad truth.kasama ko sa bahay eh tga G,wlang ginawa kahit na may connection na sa neighbor.wla daw sya magawa kasi for so many reasons-ibang dept,contractor,watever..haller!
ReplyDeletemy family is a subscriber of S (center of the universe) now owned by S for 4yrs now. Just choose any of the two S networks because lately G has been full of blunders. Dati nga i was the only S_ _ _ subscriber in my barkada but then thay all switched kc nakita nila na that i get a new phone everytime i renew my contract and how the UNLI service really saves a lot of money. As influenced by us, my classmates are now switching too dahil na rin sa inis nila sa services ng G, madalas walang signal.
ReplyDeletepaputol nyo na ung postpaid nyo sa G..buti nga sknla at pinagtutulungan na xa ng Araw at Matalino..
ReplyDeletesuffice it to say -- smart has better data streaming...
ReplyDelete