Globe customer reps tell me to keep monitoring (what the F), and as for the “lost number of days”, they want me to just report to them how many days were lost so they can perhaps refund. I DONT NEED A REFUND, I NEED A SERVICE THAT ACTUALLY WORKS. They dont even count in the inconvenience they give to the customers.

Why should everything with the Globe brand have to be so crap and mediocre? Hish! Add to that, i dropped by the Globe business center at Glorietta to ask them about the service and the customer assistant did not even know they were offering blackberry on prepaid. What the double F??

Excerpts from my FB update:

I got an email from a representative of the Globe Customer Engagement Department a few minutes ago. I’m attaching excerpts from the email and my reply here.

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From Globe:

Thank you for bringing to our attention your report on your Globe mobile number 0926-XXXXXXX via Facebook. I was trying to get in touch with you but your phone cannot be reached.

Please allow us to relay to you the findings on the following:

* The reload transaction on November 10, 2009 via 7-11 E-Pin was not actually credited to your account, however, given the system limitation on data retention in our record, we cannot confirm the reason why it was not processed successfully.

* 100 AMAX load transaction via retailer last November 17, 2009 was not credited too. This may be attributed to the delay in the retailer’s action and was only prompted to process it when you made the follow-up.

* To clarify your concern on the receipt of P200 load on November 18, 2009, P100 was provided by us due to the report you made with the reference number TUGXXXXXXXXXXX. This was to compensate the unprocessed transaction for November 10. The remaining P100 however came from the retailer where you purchased the load on November 17.

We hope to have addressed your concern on the matter. Should you need further assistance, you may direct your queries thru this medium.

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My reply:

Thank you for your update regarding my concern. The reason you were not able to call my Globe number is because, as I stated in my Facebook entry, it is a Visibility account and as such, it cannot accept incoming calls.

Thank you for crediting my missing load to my account. If I might make a suggestion, it might be in the best interest of both parties if you could send a text message to your customer stating the resolution of their reports. That way, any additional confusion could be prevented.

I’ll be posting excerpts from your findings and from my reply in my Facebook entry as an update for anyone who might still be following the story.

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Lesson learned from this little episode: complaining on social networking works! :P

Thanks for letting me post these on your blog. Disappearing again in 3… 2… 1…

*poof*

“Man, Globe (In)Visibility/Tattoo really, really sucks. Last week, on Tuesday, 10 November 2009, I reloaded P100 into my Tattoo account at a 7-11 branch near my office before going home. The guy at the counter said “Pumasok na ho, ma’am,” before printing out my receipt, so I was pretty confident that I would be able to do some work when I got home. However, when I got home, my account hadn’t been reloaded; it was still showing the same balance from the night before.

“I called the 7-11 branch I bought the load from the next afternoon and asked them what their procedure was for situations like this. They advised me to call EC Pay, the third party provider for their mobile reloading station. I called EC Pay, and they said that according to their records, the transaction was successful; they advised me to call Globe instead.

“I called Globe and spoke to a customer service representative. The CSR said that they couldn’t check the system because it was down for maintenance. Take note, this was at 5:30-6:00 pm on a weekday: peak hours are not exactly a good time for doing system maintenance, is it? The CSR took the details of my complaint down, gave me a tracking number, and asked me to call back after an hour and check again. I was starting to do a slow burn, but decided to keep my temper in check. I also reloaded another P100 into my account via a reseller at a roadside stand that I passed on my way to the mall. (That transaction was successful, btw.)

“I went ahead with my plans for the evening — errands, dinner with a friend — then I went home and called Globe again. I spoke to another CSR and gave him the tracking number I got from the previous CSR, but either he didn’t read the case file he called up on the monitor or he just wasn’t paying attention; either way, I had to explain the problem again — twice, I might add — before he told me that Globe would be recrediting the amount to my account within five (5) days. He also gave me a new tracking number in case I needed to check with them again.

“Guess what? It’s been exactly a week since that fiasco, and I still haven’t received my load. Worse yet, I had our helper reload my account with another P100 at the store more than an hour ago, and the same thing happened again! The lady at the store said that the transaction was successfully completed, but I still haven’t received my load. It’s deja vu all over again, as the man said.”

In cases like this where do consumers usually file a complaint? If there will be more who experienced the same maybe they will actually attend to our needs.

In addition, I believe any person who buy postpaid plans would want to surf the net for long hours and by KB. Who knows how many KB a website use for downloading?

I was contemplating on shifting to Globe Tattoo until this post by Jessica.

I opted to just make do with internet in the office, despite the risks.

I heard Globe Visibility= Globe Tattoo. One thing is for sure. Globe Visibility is not even deserving of the word crap. Crap is too good for them.

Pretty good deal… until I discovered that I was being charged P5/15 mins each time I checked my e-mail. So I called to complain about many times and they all kept telling me that “someone” from the Investigations Department would call me about it. They never apologized and they never gave any sign that the Internet browsing charges would be credited back to my account.

I waited for the mysterious “someone” from the Investigations Department to call, but it was all for naught. I like to imagine that everyone from that department has had their fingers cut off.

I went to one of their branches to talk to a manager about it and after she looked at my account, the first thing she said was, “Ma’am, it’s a valid charge. Were you on-line for 32 hours straight?”

jaycamus – the “unfair” photography exhibit rules you cited are pretty standard i think.