SMART overpriced subscription package
How would you react if you’re paying for a DSL package that’s 180% overpriced? And, your dilemma falls on deaf ears at SMART.
Source: http://www.smart.com.ph/Corporate/Brands/SmartBro/BroEnterpriseApplication.htm
We are being billed P10,385 for a 488kbps package. I’ve been wanting to have an upgrade for the two years already. Our account manager Laurice seems to be unreachable, emails and phone calls are ignored. We’ve also try contacting the accounting department and customer service department to plead our case.
I’m getting frustrated already they got a bad customer service. Everytime there’s an internet connection problem. You can’t contact anyone from their tech support. Downtime would last for an hour or even three days! Oh yes, they claim to give rebates if you have the necessary details tracking number, time reported and name of customer service. But, what do you do? If you can’t even contact anyone from their department.
Just a few minutes of downtime cost a lot for my business already. What more if it’s more than a day?
Another thing, if you call their customer department. They will always be defensive about their system. They will always assumed the problem is from your end. They will ask you to do a lot of SOP stuff (Standard Operating Procedure) on-off the router, change ip address and all that stuff.
Imagine, customers are glaring at you waiting for re-connection and the other line ask you to do stuff you’ve already done to minimize time. Still, they will ask you to do those stuff. In the end, after 30 minutes of all that SOP they will finally admit that the problem originates from SMART end.
Two times already, we got problem with their antenna. Those times, we experience downtime that last up to three days. Yeah talk about rebates, for those three days downtime. They will just give you 1 day rebate! UNFAIR!
But complaining to SMART is like facing a giant wall. They will hear your side but will answer with the same response. After weeks, months and years, nothing happen.
Here comes the major issue. Last week after the SMART guys came to my shop to replace their antenna. I asked about DSL packages. That’s when one of them mentioned about 768kpbs package at 10k.
Gosh, I immediately checked smart website. Found out that my current DSL package is only P3600 only and I’m paying P10385. Imagine how I immediately felt like flaring. Yet, I could not do something about it. I can’t contact our RM (Relationship Manager). Excuse me, why the need for Relationship Manager if you can’t even keep the relationship.
We contacted accounting department. And was given an answer, we don’t know who the RM is try calling customer service. We called customer service, and told us that just wait for an email. Weeks passed by no one responded. And our bill remains unchanged. I’m really outrage.
Finally, I seek the help of my good friend Janet Toral. I asked if she knows someone from SMART. Just an email from her to her SMART friends. Someone immediately responded. Wow! That’s something.
They guy called me and informed me that I could get a rebate. He will take the account from there and will have someone call me. A new Relationship Manager, because our previous RM has resigned already early this year.
Uhm, that was a week ago. Till now I have not heard from them. No Relationship Manager had given me a call.
I’m disappointed.
I have a feeling this is going to be beating around the bush.
Just like what we’ve been experiencing for the past. We’re just going to be hoping and hoping that someone from SMART will do something about our case.
on October 24th, 2007 at 10:09 pm
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on October 25th, 2007 at 9:21 am
In as far as complaints, I really understand your plight, I hate these SOP’s, what iused to do with bayantel during troubled times was really to raise voice and tell them that my computer was looked at by their technicians and that i did not find anything wrong with my computers, and that if they were sending someone over to check with the connections, i was not letting their technicians come in to check with my computer.
true enough it was their connections.
Anyway, if you’re really having problems with them. Just document all of the problems that you are having. For example if you say that the plan that you “signed up” for is the P 3600… the burden of proof is on them, meaning, they have to prove you signed up for the P10K package.
Once you have done this, and with papers along with you, and if you have the time, i suggest filiing a complaint with the DTI. Though that might not even do much, but that would definitely be a wakeup call for them..
When calling up SMART, insist on always talking with the Manager, and get everybody’s names.
Good Luck..
on October 26th, 2007 at 2:21 am
[...] More: http://www.abbyongyanco-lim.com/2007/10/24/smart-overpriced-subscription-package/ Originally written in Entreplink or Philippine Entrepreneurs yahoo group October 25, [...]
on October 26th, 2007 at 1:51 pm
Things like this MUST be posted and let the public knew. At least, people will think twice before they sign a contract with a company like this.
on October 27th, 2007 at 9:51 am
been hearing a lot of dumb stuff about smart bro. i strongly suggest that you just switch to another provider while writing some more about your experience with smart bro’s shitty service.
on October 27th, 2007 at 8:40 pm
hi…why don’t u take this up with the consumer complaints center of the department of trade and industry? their website is: http://www.dti.gov.ph though in their recent posting, the complaints center (in the site) is currently down. but u can try their hotline number: “ADVISORY: The i-REKLAMO (consumer assistance)website is currently undergoing enhancement to better serve the public. Please bear with us until further notice. Meantime, you may direct inquiries or complaints to our DTI HOTLINE at 751-3330. Thank you.”
on October 28th, 2007 at 11:49 am
thanks guys,
i’m currently talking to my new Relationship Manager. However, there’s no concrete action just sweet words. I’m giving them two weeks to take action. If there’s no action yet, I’m filing a complain at DTI and DOTC.