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Wednesday, November 11, 2015

It's (not) a wonderful day at Globe! (My unfortunate Experience with Globe Chat Support)

Before, I experienced how unhappy I was with my experience with Bayantel. Guess what now, of course, since we're in the Philippines where the internet connection is incredibly outstanding (insert sarcasm here), I have another experience with Globe. We moved since August and chose to use Globe as our new ISP, simply because I have experienced Globe before and it was great. Although the plans are different now, what we have before was an unlimited internet, now, it's super limited to 30GB per month, I still like that Globe has unlimited calls to all Globe, TM and landline (landline free calls are for 2 years only). The unlimited call they have fits for me and my family since I don't buy load most of the time! lol! So, we've been enjoying unlimited calls lately.

However, I have a different problem. No, it was not the internet nor the plan, it was the phone. I could not call Globe CS to ask questions about the account because the call barring is on. When I try to cancel all call barring features, it'll ask for a 4-digit password which I don't absolutely know, nor was it provided to me. So I can't call any landline numbers nor any toll free numbers, just any 11-digit number is what I can't call. So because I don't have a load on my mobile device, I decided to chat them instead. And this is where the crazy part came in. What I was able to record was only the 2nd attempt of contacting them. The first one, I wasn't able to record because the internet connection suddenly stopped. So lost my first chance and had to redo everything again. I contacted customer service because when I go to PHONE TECH SUPPORT, I don't get anywhere. I'd just stay in line and get disconnected after about 5 minutes.

This is what transribed on the chat.

I am now connecting you to our live chat agent. Please wait.
Begin live chat.

Wed Nov 11 2015 00:12:36 GMT+0800 (Malay Peninsula Standard Time)

You are talking to Joselito
Ticket Number is ******
You may terminate this session at any time by typing in END SESSION

Joselito: It’s a wonderful day here in Globe. I'm Joselito, your live chat agent. How may I help you today?

[me]: I need you to transfer me to someone that can turn the call barring feature off on my phone. I can't connect via the online options.

Joselito: Okay. Before we proceed, may I ask for your Globeline or account number?

[me]: ******

Joselito: May I have the complete name of the account holder?

[me]: ******* ******

[me]: relation: 
*********.
[me]: Anything else you need?

Joselito: Thank you for the information. I will transfer this conversation to our Postpaid Specialist who is handling that concern.

[me]: Good!

Joselito: I'm now transferring our session, please wait for our postpaid specialist.

Transferring.

I got your name. ***** ******

I got your e-mail address. 
******
Your ticket number is *********

Your account number is 
*********
I am now connecting you to our live chat agent. Please wait.

Begin live chat.

You are talking to Canlas, Klyde Deo

Ticket Number is 
*********
You may terminate this session at any time by typing in END SESSION

Klyde Deo: It's a wonderful day here at Globe! My name is Klyde. How may I help you

[me]: Not a wonderful day here Klyde! lol!

[me]: I need help with turning the call barring off.

[me]: I can't connect even to CS tollfree line.

Klyde Deo: I really am sorry for that Ma'am Nilyn.

[me]: When I turn all call barring off, it'll ask for a 4 digit password. I don't know what the pw is.

Klyde Deo: Let me check the account Ma'am Nilyn.

[me]: ok

Klyde Deo: My apologies for the late reply.

[me]: it's ok. I just want this resolved

Klyde Deo: Before we proceed, may I know the account holder's name and how are you related to the account holder?

[me]: 
******************.
Klyde Deo: Thank you for the confirmation.

Klyde Deo: As checked, the account is still active.

[me]: I know.

[me]: I just need the call barring turned off pleas.e

[me]: I can't even call 211 using the phone because it keeps saying, "I'm sorry but your call couldn't get through because your call barring is on.."Again, when I go to call settings on the phone to cancel all barring, it'll ask for a 4-digit password. I don't know what the password is. And even if I transfer the sim to a different phone, I still can't make a call to any landline or toll free number. So clearly, there's something wrong with how the sim (or something) is set.

[me]: That's what I need you to check.

Klyde Deo: I can transfer you to the correct department regarding your concerns.

[me]: sigh. (I was starting to get frustrated but I'm a CSR myself so I should know and understand them and the process, etc)

[me]: go ahead!

[me]: Do I have to explain again? (This one was unanswered, and yes, I had to explain again)

Klyde Deo: I’m now transferring our session. Please wait for your Postpaid Technical Specialist.

Transferring.

I got your name. 
********* *********
I got your e-mail address. 
*********
Your ticket number is 
*********
Your account number is 
*********
I am now connecting you to our live chat agent. Please wait.

Begin live chat.

You are talking to Frechel

Ticket Number is 
*********
You may terminate this session at any time by typing in END SESSION

Frechel: It’s a wonderful day here at Globe. My name is Frechel. How may I help you

[me]: yes.

[me]: you're the 3rd person I'm going to talk to. I just need this resolved ok.

[me]: I can't even call 211 using the phone because it keeps saying, "I'm sorry but your call couldn't get through because your call barring is on.."Again, when I go to call settings on the phone to cancel all barring, it'll ask for a 4-digit password. I don't know what the password is. And even if I transfer the sim to a different phone, I still can't make a call to any landline or toll free number. So clearly, there's something wrong with how the sim (or something) is set.

[me]: I just need the call barring turned off please

[me]: That's what I need you to check.

Frechel: Okay Ma'am Nilyn.

Frechel: Just to confirm, you’re inquiring/transacting for mobile no. 
*********?
[me]: yes

Frechel: Thank you.

Frechel: Please give me 2 minutes to check for it.

[me]: ok

Frechel: Please stay online.

Frechel: Please stay online.

Frechel: Thank you for waiting Ma'am.

Frechel: As checked, your IDD is barred.

Frechel: But your outgoing service is active.

Frechel: But let me try to activate your IDD, if you want.

[me]: yes.

[me]: I can call any mobile #s

[me]: but never a landline or a tollfree#.

Frechel: Okay. Do you want me to activate your IDD?

[me]: yes. Does that have any additional fees?

Frechel: No Ma'am, do not worry.

[me]: ok, cool.

Frechel: Before we proceed, let me verify first your account for security reason. May I know your birth date, mother's maiden name and billing address?

[me]: birthdate: 
*********
[me]: Mom's maiden Name: 
********* ********* *********
[me]: Billing add: 
************************************.
Frechel: Thank you.

[me]: you're welcome

Frechel: Please give me 2 to 3 minutes to activate your IDD.

[me]: ok

Frechel: Before we proceed, may I know the account holder's name and how are you related to the account holder?

[me]: 
********* *********.
[me]: 
*********
Frechel: Thank you.

Frechel: Please wait for 2 minutes.

[me]: ok.

Frechel: Thank you for waiting.

Frechel: I'm done with the activation with reference number of 
*********.
[me]: ok, let me check.

[me]: it's still saying call barring is on. Let me restart the phone.

Frechel: Please do.

Frechel: Okay.

[me]: no, still not working..

[me]: should I remove the sim?

Frechel: Sorry for that.

Frechel: Please try to reinsert the SIM in your handset.

[me]: ok, hang on

Frechel: Okay.

[me]: ok, I just reinserted the sim. It's still not letting me call 21

[me]: *211

Frechel: May I ask if do you have an extra load?

[me]: no, I don't. on this phone and on my other phone.

[me]: what for?

[me]: but I can use the handset to text for an extra fee.

Frechel: Please be informed that you must an extra load to call our Globe hotline 211.

[me]: this is a postpaid mobile plan. (This, to me is the silliest advise ever for a postpaid user!)

[me]: Why would I need to load it? 
 (this did not get answered)
Frechel: I apologize for the late response. Our system takes longer to respond than the usual.

[me]: ok

Frechel: I may advise again that kindly redial the 211.

[me]: ok.

Frechel: Is there anything else that I can help you with?

[me]: it's still not working, I'm gonna try reinserting the sim.

Frechel: Okay Ma'am.

[me]: no, Frechel, it's still not workin.

[me]: I should have this in the first place. This is part of the package. And I've yet to use this feature.

[me]: So I need this fixed today.

Frechel: Please try to connect or select the Reconnection with fee.

Frechel: Do not worry, you won't be charge with it.

[me]: where can i find that? (this did not get answered either)
Frechel: You may also dial the 02-730-1000.
[me]: it's still not working.

[me]: I have restarted so many times. I have tried sending a text message. I have called this 730-1000 number, all to no avail.

[me]: What is the problem?

Frechel: About your concern/inquiry, our Postpaid Care Specialist is in a better position to assist you. Please allow me to transfer our chat session to a Postpaid Care Specialist.

[me]: oh my God.

[me]: Go ahead! (I was so pissed here, after staying with her for I don't know how long, my issue remained unresolved)

Frechel: Let me transfer this chat session to the correct agent. Please wait for our Account Specialist for Globe Postpaid. Thank you for chatting with me!

Transferring.

Your ticket number is 
*********
Your account number is 
*********
I am now connecting you to our live chat agent. Please wait.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.

All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel.


And lastly, I was sent to the never ending world of "All our live chat agents are engaged at the moment. Please wait while I connect you to the next available agent. If you wish to cancel this transaction, please reply with cancel." And got disconnected. What an awesome experience.

No, my experience wasn't great at all...I've been passed along THRICE...And YUP, no, my issue was not resolved. So great! I waste about 30-40 minutes of my time chatting with them. Isn't that cool?! haha. Way to go Globe!!!!

Dear Telstra,
PLEASE SAVE THE PHILIPPINES!!!






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8 comments:

  1. That sucks Sis. I won't be a happy camper if I was in your situation. I don't have patience when it comes to that, and I hope that Globe will address the problem and will resolved sooner.
    www.sweetcuisinera.com

    ReplyDelete
  2. unfortunately, most of the CSRs only follow a certain guideline on how to fix particular issues. many, if not all, don't know any better. i used to be one as well. i hope Globe will resolve this soon or probably head to any of their offices if you have time. usually, unless you demand, they won't act on it ASAP.

    ReplyDelete
    Replies
    1. Yeah, that's a very sad truth. Coz the very main reason why we do it online is because we don't have all the time to head to their office to have our issues rectified but another sad truth is, this is the Philippines and most companies really don't care.

      Delete
  3. hays sis I feel for you sometimes ganyan din ako nakakaloka talaga

    ReplyDelete
  4. I would have lost it after one transfer wahh.

    ReplyDelete
  5. I hate Globe's slow internet connection in our area and yeah their Customer service sucks.

    ReplyDelete

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