An Open Letter to GLOBE: UNSATISFIED CUSTOMER FROM GREENHILLS BRANCH

Dear Globe,

I went to GREENHILLS branch this 11.30a and was attended by JAY. I was very disappointed and left empty-handed with POOR CUSTOMER SERVICE and/or NO SOLUTION.

I called up the hotline this morning around 8a or 9a to confirm my 32gb iPhone 5S GOLD reservation. I was not given any ref number to begin with upon reservation. I remember the last page said I will be called by a customer attendant within 48 hours. I have not received any call so I INITIATED TO CALL THE HOTLINE AGAIN TO CONFIRM before going anywhere else to claim my phone. The CS Representative then told me to visit GREENHILLS OR MEGAMALL branch to claim my phone.

So I went all the way to GREENHILLS branch and was attended by JAY. I told him my situation and even shared upfront that I was not given any REFERENCE NUMBER. He just dismissed me and said I can not get my phone without even providing any solution.

I FELT BAD AND WAS VERY DISAPPOINTED because I called the hotline to confirm and went ALL THE WAY TO GREENHILLS to realize I WILL LEAVE EMPTY HANDED. JAY made me wait for more than an hour STANDING, going back and forth somewhere–God knows where–and then come back again with nothing.

Had he known that I will not be provided with any iPhone, why did he have to make me STAND THERE AND WAIT and not just give me a number for the CUSTOMER SERVICE to help me file a report or have me on queue to the reservations list? HE MADE ME WAIT STANDING FOR MORE THAN A CRAZY HOUR.

The inconvenience of GOING ALL THE WAY TO GREENHILLS BRANCH is bad enough. Wasting time, frustratedly arguing with your STAFF JAY, and leaving empty-handed MADE IT SO MUCH WORSE.

Thing is, I WAS NOT THE ONLY ONE WITH THIS CASE. While I was at the business center arguing with JAY, there was this other Indian subcriber who approached me and told me HE WAS ALSO TOLD TO GO TO GREENHILLS BRANCH TO CLAIM HIS PHONE AND HE WAS NOT ON THE LIST. I took note that THE INDIAN MAN WAS HANDLED BY GREENHILLS STAFF KAY.

OUT OF FRUSTRATION I TOLD JAY IF I WERE HIS MANAGER I WOULD NEVER HAVE HIM IN MY COMPANY. Frankly, I HAVE NEVER EXPERIENCED SUCH INCOMPETENCE FOR SOMEONE IN THE SERVICE BUSINESS. I believe PEOPLE BELONGING TO THAT INDUSTRY IS EXPECTED TO ALWAYS EXCUDE QUALITY SERVICE.

Please note that GREENHILLS BRANCH IS THE MOST INCOMPETENT BRANCH EVER. This is NOT the first time GREENHILLS BRANCH has screwed my account up. I remember PERSONALLY FALLING IN LINE, having the staff photo copy my credit card, sign this and that just to apply for my Globe bill to be auto-charged a couple of months back AND THAT WAS NEVER ACTIVATED.

Don’t you know HOW INCONVENIENT IT IS FOR US TO FALL IN LINE AND LEAVE EMPTY HANDED? It’s not like I can send my secretary to do this for me. I have to go there personally and activate this and that. EVEN CALLING YOUR HOTLINE WOULD TAKE SO MUCH TIME. IT IS INEFFICIENT AND ANNOYING.

I DO NOT JUST PAY FOR A MEASLY LOW-GRADE PLAN EVERY MONTH. I ALWAYS GET THE MID-TIER PLAN AND ALL THESE ADD-ONS YET THE SERVICE I GET IS ALWAYS BELOW ANYBODY’S EXPECTATIONS.

PS, I hope to hear from Globe and have SOMEONE fix what happened to my reservation. As it turns out, my reservation was never processed in the first place.

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