How not to be No. 1

IT’S no secret that Globe Telecom Inc. wants to be number one. (read article mid column in link)

Then and now, Globe has always had problems with its after-sales service—or follow-up care for loyal customers needs to be given priority, a reform one hopes would be part of the improvements now ongoing under Mr. Cu’s helm.

Consider the Globe DSL subscribers in Mandaluyong, San Juan, and Pasig. Since mid-June, they’ve had intermittent service due to system repairs and nobody in Globe seems to know when these repairs will be completed.

Worse, Globe’s monthly billings do not reflect the interrupted service (read: subscribers are charged the same monthly amount regardless of service disruption).

The worst part is the vaunted hotline. More often than not, it’s a computer-generated message that answers the caller. If an irate subscriber does finally get in touch with another person (and has not banged the phone after listening endlessly to the company jingle), some 15 minutes plus have passed, enough to order a take-out burger meal and have it delivered.

Hey, don’t take my word for it. Maybe Globe executives could check out the hotline, using a pay phone instead of their executive phones. Maybe, they should check how many days in June Globe was actually servicing subscribers in Mandaluyong, San Juan, and Pasig and then check whether, as a responsible company, it deducted from the aggravated subscribers’ monthly billings the periods of disruption (read: no deductions so far).
Click here to read complete article 7/6/09 Business Mirror