I can say that me and husband were loyal Globe subscribers. Globe is one of the leading mobile and internet provider here in the Philippines. Since we were in college, Globe helped us to connect with each other thru their mobile service.
Our first Internet subscription was with Smart Communications, since we eventually found out that Smart sucks, we switched to Bayantel which drained our pockets due to its per second charge.
Moving to another apartment, my husband decided to subscribe with GLOBE TELECOM because they had a promo for wired DSL Internet connection (2mbps) and phone line bundle for only Php1,295. This is for a one-year lock-in period. Globe’s internet service is great at that time, it was perfect! The contract ended just last year (December 24). After a year the promo will stop and we will be paying for its original price of Php1,995. My husband decided to let go of the landline (since we are not really using it) and downgraded our connection speed to 1mbps only. We will be paying for Php995 with the connection of 1mbps.
After husband contacted the Globe customer service, our connection was downgraded to 1mbps and they took the phone unit. A few weeks later connection became intermittent. Sometimes, we will be disconnected from the internet for 2-3 hours on a daily basis. He contacted Globe customer service again and they dispatched two technicians to check the cause of the intermittence.
We waited for a day, no technician showed up. After wasting a day waiting, finally the next day, VISATECH technician named Luis and his crew of hoodlums came to fix our connection, (visatech is a 3rd party tech service Chartered by Globe, For the crew of Hoodlums, just read along and you’ll find out why. . . ) So them visatech boys checked our line, then came up with an alibi, then came up with a plan, their plan. Here’s the plan, Luis asked me if we want to upgrade our connection to 3mbps for Php1500, wanting to have faster connection I agreed ang gave them the money, my husband was away at that time, and later when my husband came home that I learned that what i payed for was an unauthorized upgrade, or simply an illegal upgrade, my husband asked me if I even asked for a receipt, I said I did, but they just told me that someone from GLOBE will call about their visit and that “call” will serve as our receipt. Well lo and behold, the upgrade didn’t last for a day! My husband was so pissed that he immediately called Globe customer service and reported the incident.
After my husband reported the incident, we already have our true connection up and running, which lasted for about a minute. Now we’re calling and begging for a stable connection on a daily basis, reports piled up, and piled up some more, they promised to send in technicians, and they promised some more, but no one showed up. I even remember my husband’s conversation with a Globe customer service agent because I was beside him as they talked on the phone, he told them that this is the third time, the third day no technician showed up, agent replied that we will be on the Priority list tomorrow, my Husband replied “What is your definition of Priority??!!” a moment of silence went for a couple of seconds, and before the agent had a chance to speak, my husband hung up the phone.
After our battle for our right to get what we’re paying for, we sadly lost the battle, without any sign of hope in this matter, the next day my husband called Globe Telecom to terminate our service, and even up to the very end of terminating our service, Globe agents failed to meet the standards of good customer service. If Globe Telecom management is not aware that they have 3rd party service and Agents doing crooked and very poor service, then We’re the living proof that they do.