Making confusion possible–GLOBE.
Last Tuesday, I decided to apply for a new postpaid account and avail Globe’s Blackberry bundle with SuperSurf for BB Service. BlackBerry Super Surf is actually an add-on to your existing plan, which offers unlimited browsing and BB service for only Php 2,000.00/mo.
My handset was only activated yesterday, despite the commitment that it will be activated within 24 hours. Anyway, as soon as my Curve is ready, I downloaded all the BB Apps that I need (e.g. FB, Twitter, Gmail, Google Maps, and YM) and enjoyed my 24/7 unlimited mobile internet service.
I was so hooked to it that my BB Curve is practically glued on my hand.
In the midst of sending YM messages, a friend sent some wonderful news over BBM (BlackBerry Messenger)–that Globe is going heads on with Smart and is offering their unlimited BB SuperSurf service for only Php 1,200.00/mo.
Of course, at first I was happy, but when I let the news sink in, I realized that I was duped. Imagine, my BB Service was activated only yesterday and my BBSS rate is at Php2,000.00/mo yet now they are giving it for Php1,200.00/mo?
So, I quickly called CSR and inquired about my case. During my first call, the CS Rep told me that my BBSS Service billing for this month will be AUTOMATICALLY pro-rated. Meaning, for the first two days (yea, they count starting on the day of application even if I have made use of the service just yesterday!) they would use the Php2,000.00/mo rate and for the rest of the 28 days, the Php1,200.00/mo rate is applied. With this, my computation goes for Php1,253.00 for my BBSS for this month. The CSR never mentioned any termination fee/downgrade fee of Php 1,000.00
I was happy and contented with the news until I saw a Twitter Message from INQ. This is an article on the new Php1,200.00/mo BBSS rate, below is the shocking excerpt:
“Users can get unlimited access to several push email, instant messaging services, and social networking sites. Among these are Yahoo! Mail, Gmail, Windows Live, facebook, Multiply, Flickr, and Twitter.
Blackberry applications, such as Blackberry Maps and its messenger service, are also included in the service.
But the service does not include Internet browsing, which will be charged separately. For postpaid users, they will be charged 15 centavos per kilobyte while prepaid users will be charged P5 every15 minutes of usage.”
I was actually shocked at this BBSS disclaimer and tried to reconfirm it from CSR. Of course, I wanted to avail of the cheaper unlimited rate, but I wouldn’t want to compromise my unlimited browsing package. What’s the point of having an unlimited SuperSurf service if the sites are only limited?! >:(
To add to the damage, my second call was horrible. It shows that Globe was not able to efficiently align all its new promos to its CSR and even to its Business Centers. In fact, the 2nd CS Representative started telling me that if I wanted to avail the Php1,200.00/mo rate, it shows a downgrade and hence I should pay THE TERMINATION FEE of Php1,000.00.
WOW. Lady, are you crazy??? From where I’m standing, my BB service was only activated yesterday. Now that you are offering this at Php1,200.00/mo rate, you want me to pay you Php1,000.00 for DOWNGRADE FEE? Look who’s bluffing.
I was outraged by this and went straight to a Business Center to clarify and contest what Globe is trying to do here. Even the folks in GBC were not fully aware of the policies. It took about a good 30-40 minutes for them to provide a decent answer, and told me that (1) my bill will be pro-rated (just like CSR 1 told me) since all new subscribers from Dec 1 until Dec 17 are pro-rated; and (2) that there is no change/limitations on the Php1,200.00/mo BBSS, meaning browsing is still included. So now I am confused, is the INQ article fooling us now?
Nevertheless, I can sense that there are uncertainties since as they say: “Ma’am, kakalabas palang kase nito e…” and all the “yata” they were adding in their statements. Hence I was left unsatisfied and with a BIG QUESTION MARK ON MY FACE.
Wow Globe. You’re unbelievable. As one of the sharks in the TelCo industry, you should know that this should not happen. I still have two questions in mind:
(1) So what’s my billing now? Is it pro-rated or what?
(2) With the Php 1,200.00/mo, is internet browsing really charged separately? Because this actually defeats the purpose of your tagline “Web Surfing na Walang Metro! SUPER SURF!” and “Surf all you can with no worries on your bill”
I would really appreciate if someone from GLOBE will answer these questions as I know most BBSS users are having the same thoughts.
UPDATE: I received a reply from Globe that says: Hi. For old super surf subscribers, charges will be prorated since the price is now lowered to PHP1200.Thanks!