PLDT Philippine Long Distance Telephone Company Customer Service rates a thumbs down!
I went to the office of PLDT here in Davao City to request for a service technician since the cable running through our building was disconnected, might have been a big truck passed by and run through it and disconnected it the night before and we notice it morning. I went there and the office was fine, I approached the guard and I said I want to request for a service tech and he gave me the number. There was a lot of people waiting on the customer lounge. There is a monitor showing what number is being entertained by the customer care representatives. There is a bit few blank counters that time, 3:00pm. When I noticed on the screen for the customer care, it shows that I have to wait for 20 persons turn before my turn to be catered. WOW! its gonna be a long period before im going to be catered the time runs to 4pm but still 10 customers to be entertained before me! I'm just holding my patience that I would not be so rude at all since they posted a signage there that they are under system upgrade.
As I notice every time a customer finish her/his turn, the customer care representative is visibly doing a lot of pethics and come to think they still have a lot of customer waited so long. There was this one american guy who already seated on the floor and got bored waiting for so long. The customer care representative take so long before they call the next client. I am very ashamed of what they are showing to the clients when their counters is visible to the customer lounge is just 3 steps before the chair where you would sit when its your turn.
And one client before me and they called the number aloud with an electronic voice machine calling out numbers in turn. It was the american guy. The Customer care representative entertained it and something in their discussion that the american guy have to wait a little longer for a request , a connection or a subscription something. Then they called my number and its my turn.
I said to the customer care representaative that I am requesting for a service technician to fix our lines and I wanted to request a replacement for the telephone handset. The customer care asked me to verify the account I'm requesting for the service texh and the replacement . And she added to verify it with the name of the person who is on the account and the address. And positively she knows about it since she pulled up the account on the resources. And she added again to mention the telephone number. I am able to provide what she needed and she said to wait , she started to dial a number in the telephone. And after a while she said to speak with the tech helpdesk for the complain. I said what? I have to repeat again my complain. Then I proceeded with the same verification. Telephone number, name on the account and the address, the same thing that I provided complete information. I mentioned again the whole complain. Next thing he said that they will be creating the report and a service tech will be sent to fix the lines and as well for the replacement.
Then the following day the lines was fixed and they check the dialtone in the telephone if it was ok. But never gave us any replacement. We waited for about a week and still none. it happens that the connector block was being damaged due to the location it was placed outside the office where the telephone is really intended for. And again I went to the office and waited long enough, observing every customer care and every single representative would do pethics before catering a client. Now its my turn after waiting for 23 people before me.
Previous day before the connector block was disconnected I already called the hotline 173 and followed to their voice activated routing calls to specific helpdesk and I was able to reach the correct department the technical helpdesk. I complained that a week have past and nothing showed up for a replacement of our requested telephone handset. Then he said that it will be delivered after 24 hours to 48 hours. I said ok. Now I am in the office again and complains about the connector block. The same things he done verifying my account and also dialed the phone with loudspeaker with angst saying that this is for technical helpdesk and we can call them via phone. does he think that our phone was disconnected!!??that is why im in the office to request for a service tech!It should be them who would help me not to scold but request me a service tech.Unacceptable suggestion from a customer care!Rude!
Then I again repeated procedures with the operator and said this will be taken note and attached to the report I mentioned being created yesterday I directly called to the helpdesk. Then I said ok. Then I asked the customer care if im done with it. then he said yes.
Late afternoon a text message was received in my mobile and asking if where is our location for the request!OH MY GOSH!I verified the address!and can the tech support just take a quick glimpse of my address..that is why there is a database to track clients!what are you thinking!your customer service and tech suppport!what service do you have..your ruining the credibility of the company you are in.years in connecting people wherever in the world and this is the rate of the performance of the customer care!what is the use of your customer care when all they do when they request to do something is dial the phone number!GOSH!UNBELIEVABLE! This is not a good customer service experience!not even a mere smile on the face of the customer care. when all the portraits on the wallpaper showing a lot of smile!CUSTOMER CARE DO YOU REALLY CARE?are you just being paid to dial all the complains of the clients.GOSH! i should say I myself have been a technical support, a customer service rep and a sales representative in one for an american company, one of the top selling american company in the USA outsourcing here in Davao City for a good customer service experience they wanted for each of their american members. All tech support where i previously worked gives smiles even on the phone talking to people abroad, though everyone is so sleepy working in graveyard shift!and you PLDT Customer Care cant even give a slightest smile for Filipino clients who have been a lifetime member of your company. Specially showing not good performance in the eyes of that american guy I mentioned, what a service you have. I don't see why these customer care from PLDT do a lot of pethics when their clients are filipino which are patient and low tempered, in contrast to us working for american company we cater american members with high temper members and we can even give them and let them feel how we really wanted to help them even on the phone.when these PLDT customer care can do is to face the client listen to complain, give few comments,(*unbelievable comments) and namely dial a number to pass to other department the complain they could have taken care of. that is why customer "CARE" because you should care baout us. I have been taking calls for few months and I was able to give an extraordianire Customer care experience for all the clients or members that would reach the hotline and routed in my phone.congratulations to the Filipinos who are able to give a very satisfactory rate for the people abroad!THUMBS DOWN to these PLDT customer care.right now we still dont have our telphone handset replacemennt and still dont have the connection for the connector block. We are paying for nothing. May the head of the PLDT gives concern to your frontliners and to your customer care representative to give a little care for all your precious assets which are the members which you are earning from them.train the customer care well enough.we should be competitive!
I wanted to post this a soon as possible so that The PLDT Management would be able to do actions for this kind of service.
As I notice every time a customer finish her/his turn, the customer care representative is visibly doing a lot of pethics and come to think they still have a lot of customer waited so long. There was this one american guy who already seated on the floor and got bored waiting for so long. The customer care representative take so long before they call the next client. I am very ashamed of what they are showing to the clients when their counters is visible to the customer lounge is just 3 steps before the chair where you would sit when its your turn.
And one client before me and they called the number aloud with an electronic voice machine calling out numbers in turn. It was the american guy. The Customer care representative entertained it and something in their discussion that the american guy have to wait a little longer for a request , a connection or a subscription something. Then they called my number and its my turn.
I said to the customer care representaative that I am requesting for a service technician to fix our lines and I wanted to request a replacement for the telephone handset. The customer care asked me to verify the account I'm requesting for the service texh and the replacement . And she added to verify it with the name of the person who is on the account and the address. And positively she knows about it since she pulled up the account on the resources. And she added again to mention the telephone number. I am able to provide what she needed and she said to wait , she started to dial a number in the telephone. And after a while she said to speak with the tech helpdesk for the complain. I said what? I have to repeat again my complain. Then I proceeded with the same verification. Telephone number, name on the account and the address, the same thing that I provided complete information. I mentioned again the whole complain. Next thing he said that they will be creating the report and a service tech will be sent to fix the lines and as well for the replacement.
Then the following day the lines was fixed and they check the dialtone in the telephone if it was ok. But never gave us any replacement. We waited for about a week and still none. it happens that the connector block was being damaged due to the location it was placed outside the office where the telephone is really intended for. And again I went to the office and waited long enough, observing every customer care and every single representative would do pethics before catering a client. Now its my turn after waiting for 23 people before me.
Previous day before the connector block was disconnected I already called the hotline 173 and followed to their voice activated routing calls to specific helpdesk and I was able to reach the correct department the technical helpdesk. I complained that a week have past and nothing showed up for a replacement of our requested telephone handset. Then he said that it will be delivered after 24 hours to 48 hours. I said ok. Now I am in the office again and complains about the connector block. The same things he done verifying my account and also dialed the phone with loudspeaker with angst saying that this is for technical helpdesk and we can call them via phone. does he think that our phone was disconnected!!??that is why im in the office to request for a service tech!It should be them who would help me not to scold but request me a service tech.Unacceptable suggestion from a customer care!Rude!
Then I again repeated procedures with the operator and said this will be taken note and attached to the report I mentioned being created yesterday I directly called to the helpdesk. Then I said ok. Then I asked the customer care if im done with it. then he said yes.
Late afternoon a text message was received in my mobile and asking if where is our location for the request!OH MY GOSH!I verified the address!and can the tech support just take a quick glimpse of my address..that is why there is a database to track clients!what are you thinking!your customer service and tech suppport!what service do you have..your ruining the credibility of the company you are in.years in connecting people wherever in the world and this is the rate of the performance of the customer care!what is the use of your customer care when all they do when they request to do something is dial the phone number!GOSH!UNBELIEVABLE! This is not a good customer service experience!not even a mere smile on the face of the customer care. when all the portraits on the wallpaper showing a lot of smile!CUSTOMER CARE DO YOU REALLY CARE?are you just being paid to dial all the complains of the clients.GOSH! i should say I myself have been a technical support, a customer service rep and a sales representative in one for an american company, one of the top selling american company in the USA outsourcing here in Davao City for a good customer service experience they wanted for each of their american members. All tech support where i previously worked gives smiles even on the phone talking to people abroad, though everyone is so sleepy working in graveyard shift!and you PLDT Customer Care cant even give a slightest smile for Filipino clients who have been a lifetime member of your company. Specially showing not good performance in the eyes of that american guy I mentioned, what a service you have. I don't see why these customer care from PLDT do a lot of pethics when their clients are filipino which are patient and low tempered, in contrast to us working for american company we cater american members with high temper members and we can even give them and let them feel how we really wanted to help them even on the phone.when these PLDT customer care can do is to face the client listen to complain, give few comments,(*unbelievable comments) and namely dial a number to pass to other department the complain they could have taken care of. that is why customer "CARE" because you should care baout us. I have been taking calls for few months and I was able to give an extraordianire Customer care experience for all the clients or members that would reach the hotline and routed in my phone.congratulations to the Filipinos who are able to give a very satisfactory rate for the people abroad!THUMBS DOWN to these PLDT customer care.right now we still dont have our telphone handset replacemennt and still dont have the connection for the connector block. We are paying for nothing. May the head of the PLDT gives concern to your frontliners and to your customer care representative to give a little care for all your precious assets which are the members which you are earning from them.train the customer care well enough.we should be competitive!
I wanted to post this a soon as possible so that The PLDT Management would be able to do actions for this kind of service.
