Why Globe Customer Service Sucks?

First BM622i

The Shaman have been a Globe Wimax subscriber for more than a year. I made several Globe Wimax Experience Reviews a year ago here, here and here. I have two active accounts, mine and my sister's. Three weeks ago, we reported about the drastic slowdown of bandwidth giving us a pathetic 10-100kbps on my sister's account that we are paying for 1 mbps.

From our experience. Subscribers call on the hotline at 211 to report technical and customer service issues. Customer Service Representatives then files a report where a Job Number will be generated and passed on to Sub-Contractor On-Site Technicians that visits your service address to fix whatever there is to fix.



The Issue:
Technicians replaced our old BM622 CPE modem with the newer/slimmer BM622i. The account is attached to the MAC address of the old modem, so the new modem has a new and different MAC address. After the replacement, there is a connection clocking at 512 kbps. The Levinson Technicians/Sub-Contractors informed us temporarily it will serve 512 kbps until they emailed Globe about the MAC Address change then it will resume to normal speed.

After three days, the modem got disconnected, no internet. The modem detects a signal ranging from 80% to 100% and we have another active account that has a connection. So this is not an area-wide issue. What we did next is to report again.

Second BM622i

Recycled Issue:
We started the same cycle and same issue. No internet connection again, then new tech guys came in and  informed us that the modem is a temporary modem, they will replace it with a new one again. We agreed just to get the connection back. Second modem changed, same exit dialogue. They will email Globe for the new MAC address. After three days the modem got disconnected again.

Recycled Issue Again:
We made a report again. Customer Service Reps filed a report again. Tech guys are scheduled to arrive on August 19, 2011. We waited, no one came in. We made a report on 211, Now the CSR said, the job order was closed.

Sub-Contractor Issue:

The technicians is closing the issue without visiting, solving the problem and filling their report "No Problem Found" or "Problem Solved"

Solution:
Update our account to the gateway server of the new MAC address.

This issue is very simple. Since there is inconsistency or there are personnels that are incompetent in the roster of Globe and the Sub-Contractor that higher management is not aware of. I am very much satisfied with the service honestly (the connection) but when it comes to customer service, the process, non-technical CSR handling technical issues trying to troubleshoot over the phone without any technical knowledge and following the script by the book is really annoying.

My sister is burnt out and switching to another internet service provider. My account however has no problem as of the moment and covering for the downtime of my sister's account. If in the future will have a problem, I have a very good idea of what to expect. If there is no problem it's great, good connection I made a few good reviews of it. However, eversince as also posted on bradleyfarless.com here and here posted a year ago, Globe's Customer Service really sucks.

UPDATE AUG 23, 2011: A new set of tech guys arrived August 23, 2011. Explained with better clarity. Provided us a temporary Modem to restore internet while waiting for the request for a new Modem. What has transpired is that the first batch of tech guys, replaced the first modem but failed to document the change of MAC Address. While the second change was documented, and no record or trace of the first MAC address assigned to the account. Let's see what will happen next, if the temporary modem will last for 3 days and get disconnected again while waiting for the 2 to 3 days for our assigned modem.


UPDATE AUG 29, 2011: We decided to have the account disconnected, we visited the nearest Globe Center at SM Calamba. The guy who received our complaint suggested to have it one more go, if it still fails, he gave us a number to call and proceed with the disconnection of the account. The next day we got tech guys replacing our modem for the 4rth time, but this one is different. They installed us a modem with no active connection and informed us to wait for it to have a connection that Globe will give us a call. They said that the new modem is attached to our account. Finally, then after 6-8 hours we have a connection and we were surprised that the bandwidth clocks 1 mbps. Now this is what we wanted in the first place, took us about a month of endless hotline, visits to Globe centers and the whole army of tech guys visiting everytime and repeating the same temporary solution that expires after 3 days. 

CONCLUSION: If you have lost your patience and decided to trash your Globe Wimax Account, Globe tries one more time to keep you back and do their job. But still they suck at this department "Customer Care."
Maybe having two many sub-cons or outsourced company under their wing makes their reputation suck.

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