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Walang kwenta yang commercial nyo kung wala kayong ibang gagawin kundi mag-trouble shoot over the phone. tsss … :|
Naalala nyo pa yung last typhoon na dumating sa’tin? Yung super hangin yung dala instead of rain nung October 30 ng gabi until October 31 ng umaga? Dun lang naman nag-umpisa ang kapestehan ng Smart Bro sa’min.
I’m from the Upper East in New Binan. Oo yung dito sa Laguna. Ang phone line dito sa’min Digitel, wala ng iba pa pero we have a Manila Line provided by PLDT, it’s those phone lines that you need a sim card —- yea that’s what we have. And ang existing na “best” internet service provider eh Smart Bro lang —- wala talaga masyadong choices eh. I know my mum if we can have the best-est she’ll get it for us kahit gano pa yon kamahal, she doesn’t believe and she never settles for anything less ang gustu nya maski sobrang mahal basta maganda yung quality and yon ang pinaka-best yon dapat yung sa’min. Bakit? Most of the time our Dad is out of the country for work. The best-est and fastest way for them to get in touch with each other is through email and YM so cyempre a shittin’ or effin’ internet service provider won’t do. IT’S A BIG NO-NO for us especially for my parents. My parents are super understanding and very considrate pero sa lahat ng kabalastugang ginawa ng Smart Bro sa’min simula nung November 10 kahit gano pa sila kabait naubusan na talaga sila ng dugo at pasencya. BWISET talaga. I repeat: SUPER PESTE ANG SMART BRO. BWISET TALAGA!!!
So nung tuluyan ng nakaalis yung bagyo nung October 31 cyempre sa sobrang lakas ng hangin medyo nagkaron ng problema sa connection sa net and for the very first time nagkaron ng power interruption sa Upper East —- never in our entire stay sa village namin na nawalan kami ng kuryente. Walang brownout/blackout sa’min hindi naman sa pagmamayabang pero hindi talaga uso yon sa’min. Our village is untouchable by such trivial things. Seryoso.
We reported it to Smart Bro’s Customer Service nung November 2 na dahil makatao naman kami, we understand the situation and anu ba All Saints Day nung November 1 which is when most of our fellow pinoy go to memorial parks to visit their dearly departed loved-ones, on our end we light candles for them pag November 2 (We miss you Lolo Papang. Hi Jong!).
Ang sabi ng Smart Bro when we reported it to them madami daw affected kaya they can only schedule to visit us to fix the problem on November 10. Gaya ng sabi ko mabait ang Mummie ko, marunong sya umunawa ng sitwasyon at alam nya na hindi lang naman talaga kami yung affected dahil nga sa bagyo.
November 10 —- pumunta sila dito. Inayos muna nila yung antenna (super hangin nga diba?), tapos according to them in-upgrade nila yung speed ng net to make up for the inconvenience and delay. Nung una okay naman, bumilis nga yung mbps pero after a few hours umpisa na ng ka-bwisetan ng Smart Bro as in bigla na lang mawawala yung connection.
Cyempre tawag na naman yung Mummie ko sa Customer Service. Oh and I must say this or else magiging tampered ang kwento ko kung hindi ko makikwento yung buong pangyayari di ba: Maghihintay ka ng bongga and bago pa man sagutin ng mga CSRs or CCS nila as in sumakit na ang tenga ng Mummie ko sa kakaabang at kakahintay na may sumagot sa kanya at kung ma-tiyempo at swertehin sya na may sasagot sa tawag nya they would ask her to go in front of her laptop and they will then try to trouble shoot the problem over the phone if that didn’t work they will get your number —- all of your contact numbers and they will assure you that they’re gonna call and give you some feedback/report. To date maski isa wala pang nag-return call sa Mummie ko as in wala pa. Sa araw-araw na pag-report nya at pakikipag-usap sa iba’t ibang CSR wala maski isa sa kanila na tumawag para magbigay ng feedback/update sa kanya. All they ever did na nakaubos nga pasencya ng Mummie ko eh yung pagpapapunta nila sa kanya sa harap ng Laptop nya para mag-trouble shoot as in over and over again maski sabihin nya na nagawa na nga nya yon with the last CSR she spoke with. So imagine kung twice sya tumawag in one day so twice sya nagto-trouble shoot simula nung November 10 eh anu na bang petsa ngayon di ba?
Ang kailangan namin eh somebody from Smart Bro na pumunta sa bahay namin to check on the antenna na supposedly inayos na nga nila di ba kze nga wala sa mga laptop namin ang problema —- may isa pang CSR na nag-point out nyan sa’min. Sa sobrang frustrated ng Mummie ko as in naging irate customer na cya kahit sobrang bait nya pa nasabi nya tuloy: “Anung sira yung mga laptop baka gustu mong ihampas ko pa sa’yo ‘tong mga laptop para makita mong bago lahat to.
From my point of view para maubusan ng pasencya ang taong normally mapagpasencya naman eh talagang sobra na yon di ba?! I just can’t believe na papatagalin ng ganito katagal ng Smart Bro ang concern ng customer nila without any possible solution. Is that what your company recognizes as good customer service? :|
Oh btw, Smart Bro nagbitiw na pala ng salita Mummie ko paghindi pa daw mabigyan ng karampatang aksyon at solusyon ang concern namin hanggang bukas you’ll lose one valuable customer and yea there’ll be more … you’ll see.
tssssssssssss ………..
Oh btw, Smart Bro the last name’s FERRARIS.
