Yes, I’m a Globe customer and sure at first I trusted their handy phone brand. Now, I’m thinking twice as to how this company can actually make me stick with them.
I am a very practical person. While I can afford to have a line for my calls and texts, I’d rather ask my staff to buy a call card for me and load it in my cellphone. Besides, I use Globe Superduo so I don’t really need a post-paid Globe handy phone service.
I’m ok with the prepaid.
But let me give you a real review about Globe Handyphone’s customer service, which is really irritating as it is disappointing. I hope this customer review about Globe handy phone specifically their customer and technical assistance group gets a little attention.
Here’s the story:
Tuesday at around 2pm, I asked my staff to buy a Call Card worth 500 pesos. Then I decided to load it. It didn’t get in. However the next time I tried, it said my call card is invalid. Now I had to call 211, the Globe Customer Service hotline.
I reported the incident and really, they seemed to have paid attention to my report and they promised to make a report on this. The customer service representatives, using their script, assisted me and promised me to solve the problem. He said, he will make a report and forward it to their technical group.
In the meantime he said I will have to monitor it, check my balance from time to time, and allow 24 hours for them to fix it. 24 hours later and nobody came back to me from Globle handy phone.
I tried to calk their Customer service center again and I heard the same script. The service representative advised me to reload it again. He said that the account is already in their system. I will just have to wait and monitor.
I waited for another 12 hours or so and still I didn’t get any call from them. I started to feel sad about this incident. I think something is wrong. Nonetheless, I still trusted the process and hoped that my problem with their network will be fixed very, very soon.
Tonight, I asked my staff to send it back to the store in the mall as per instruction of the customer service representative. Anyway, I have the receipt and they can check the the call card is still unused. But the store didn’t the call card. I had to call Globe again.
In the afternoon, I was able to talk to another customer sales representative and he said that there was no record or report about the incident except the one I did on Tuesday. Now, that was no longer acceptable.
I was able to talk to three customer representatives and here he is telling me that no report was made? Come on, Globe! What kind of customer support is this?
Still had to compose. So he gave me a sort of tracking number so I can check and give the codes ticket later.
To my dismay, I asked my staff to buy me another card. This time, I can’t load it because I have exceeded my attempts to reload. Can you believe it?
Globe’s customer service is very, very poor. It’s irritating and disgusting, and annoying, and disappointing. It’s unacceptable. I don’t think it’s proper to have their customer pusnished by this kind of service. I have been waiting for their actions but all I had were lies and deception.
I heard that Globe is spending money on sales training and customer support training. But I’m very interested to know where your training went! You’re allowing your customer service representatives to lie and keep your customers waiting?
Well, I’m sure I’m not the only victim of Globe’s very poor customer service. I’m sure there are thousands of people out there who just perhaps gave up and just forgot about it.
I know customer service. I do lectures on customer service. And Globes leaders and managers and sales people and technical support know the principles of branding and service.
The only problem is Globe seems to miss this point. Action is more important than theory.
I’ve had so much of this poor customer assistance thing. I don’t think Globe ever assists. It pains me to say this because I have been a Globe subscriber for a very, very long time. But their poor customer assistance Amy change my mind and try to get another service provider.
Worse, I might mention in my television show, newspaper columns, blogs, Facebook, newsletters, and seminars that Globe has an incredibly bad customere service.
Globe HandyPhone should assess how it’s customer service team performs. In this case, they just got me irritated. I’m not sure whether to continue using Globe number. But I’m sure I will be thinking about it not because of anything but because of this real bad brand experience with them.
I really feel bad about the way their representatives lied about the status of my concern. I really feel bad about the way they handled a customer such as myself. I really feel bad that they really don’t mean they are sorry every time you call them and ask for help.
I really feel bad to give Globe handy phone a very negative review on their customer relations. I’m not pleased by their actions and system. And I lost a lot of time talking to their people who were never concerned about me or my problem.
Remember that Senate story of how Sen. Enrile got irritated because of loads deductions without actual use?
The service provider for that is no other than GLOBE!
It is time for you to switch. Don’t be sentimental about your “pinagsamahan” with Globe — it does not matter if they are rendering lousy customer service!
Umalis ka na dyan — be wise and be smart!
There you go! I hope Globe people read this post of yours.