Goodbye SmartBro, Hello Globe Broadband!

Sounds like Good News? Nah!

Hi. This is to follow up my request for SmartBro Relocation.

SR# is 213671369.

I called your technical support around 10 am, April 17. I was advised to wait within 24 hours from the time I filed application at Smart wireless center (April 16, around 6 pm) and someone from your office will call me. I waited until this time but nobody called. Please do understand that I requested for immediate relocation as I am going to transfer to a new address tomorrow. I was even willing to pay for an additional amount just to get this request completed very soon. I was informed though that this transaction will be completed in 3-5 days including the pulling out of facilities from current location and then transferring to new location. Right now, all I want is to be informed of everything about SCHEDULE. Please be very attentive to this as I have been inquiring from your wireless centers and also calling your technical support 2 times but I still DON’T get satisfactory answers. In addition, I am using globe-networked cellphone when calling your hotline (02 6727277) and I believe you know how much time customers like me consume on listening to answering machines and WEIRD TUNES over the line while waiting for the real tech person to attend to such concerns and who also puts us ON HOLD MANY TIMES while doing so-called verifications and OTHER THINGS we don't know. I hope you understand how much money is spent on those calls so I was really expecting for someone to call within the said 24-hour timeframe. I am not really complaining on my cellphone expense as I myself have no other means to call your hotline - my bad. I am just hoping you will respond to this need immediately and do as you promised - to call me and inform me about the schedule.

I am sorry if you think everything is being rushed. It is just that I really want this completed soon or 3-5 days as your agents told me. Technically, it will become 2 days already and I am still clueless about your scheduling.

I would appreciate it if you will contact me as soon as you receive this.

My cellphone number is 0927*******.
Reference number: 1010321048

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Thanks and Best Regards,

KRIS E. HUGO

Found on my email archives. That was one very sweet thing for SmartBro's customer care!

You know what followed? A call of an agent Friday afternoon. He scheduled the transfer the following day - Saturday at MORNING. Convincing! So I took a day off from work and waited for whoever might come. Unfortunately, lunch passed and no one came. So i called the hotline again. An agent told me to wait as someone will really come. After an hour, I called AGAIN, and you know what? There was another agent who informed me that the transfer is being rescheduled tomorrow! What the???? That time, I became really irate. No way i will wait for another day! They were so quick to ask for relocation fee yet so slow to do the service. And I have said a million complaints. duh!

Nevertheless, transfer was maid - Saturday (finished at very late night). Thanks!

After a couple of weeks:

Good Day!

It had been weeks since I have relocated my Smartbro connection. After weeks of observation, I find my connection slow. While running speed tests, I used to get not more than 250Kbps Download, and not more than 150Kbps Upload. Please note that I have paid additional amount to your contractors in the beginning of this contract for them to get me the best speed. They actually heightened the antenna. When it was transferred just last April, I was informed that connection will be a lot better because my location is very near to one of your sites. On the contrary, I am not getting the usual speed that I had before.

Hope you could help as soon as possible.


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Thanks and Best Regards,

KRIS E. HUGO
Contact no.: +63927*******

And that email dated May 7, 2008 didn't get a reply. :(

I would not want to call their hotline anymore. I took this opportunity to switch to Globe. I applied for a bundle - something that comes with a landline phone and 1.2mbps connection speed.

Now what? I called 3 times already complaining to Globe that my connection speed had never been 1.2mbps, not even close to it, not even 512kbps. I can only run Yahoo Messenger and Skype because browsing is really hopeless. On 3rd call, I learned that Pasig subscribers are really having browsing problems as of this moment. I haven't used Globe connection since it was activated. This is still SmartBro now which is waiting for the contract to expire.

I could say that Globe got better customer service than Smart and the latter has more complaints if you would read from forums and other blogs. PLDT they say is worst of the three.

These ISPs have no idea how important it is for us to have a stable connection. We are paying for it and we just want the service we deserve. Don't blame us for being nasty. We are not asking for a perfect one but at least it should not go very bad like this. Few downtimes might be fine as long as they won't take more than a day and they rarely happen.

At this point, I badly need that 1.2mbps connection speed for some heavy work to get done. But it looks like all I can do is WAIT for these Globe people to get things fixed. WHEN? That is one question even the agents are clueless about - disappointing, right? All they say is "We are trying our best." - and that did not make me feel any better.

Still Waiting... Wow. This is really a big hassle.

Sigh!