Destiny Cable Offers Stupidest Customer Service
Wednesday, September 17, 2008
Captain's Log Stardate -315713.07
You're having problems with your internet connection and you need to contact your ISP's technical support, what to do? Standard practice is to call the dedicated hotline for your internet service and wait for someone to take your call.
My ISP (Destiny Cable / Solid Broadband Corporation) used to have the same dedicated hotline (8419393) and also introduced a text hotline about 2 or 3 years ago. The text hotline actually works in some way. You send a text message (SMS) to Destiny using a pre-defined format and expect a call within 20 minutes from their technical support representative. Well, 20 minutes' their claim but from my experience, it will be around 10 minutes to 45 minutes.
But what if one day, your ISP removes their traditional hotline and even the text hotline? Then out of nowhere, send an email broadcast to all subscribers containing a phone directory of its customer service agents. No, it doesn't contain a new hotline, but a gazillion of numbers to choose from.
To Our Most Valued Subscriber:
Good News from MyDestiny Broadband Internet!
We would like to reintroduce our My|Care Program 24/7.
We are personally committed to giving you the best value and enjoyment from our products and services. So, we put all our service support numbers in one directory with the names of service agents so you know who is serving you. Our service agent directory is organized by area, but they can receive service requests for other areas, too. Call and let us know how we can help you.
Kindly see below for the complete listing of numbers or you can visit our website at www.mydestiny.net for the My|Care Directory.
If you have questions or clarifications, please don't hesitate to e-mail us at firstname.lastname@example.org or email@example.com
Rest assured, we are always at our best in serving your needs.
Very Truly Yours,
MyDestiny Broadband Internet
How in the world can this be good news? TELL ME! You can get their updated phone list on the Destiny website but... EARTH TO DESTINY?!!! COME IN DESTINY. Your service is based on the internet, so how the hell can we retrieve those numbers if our internet connection is down?! HUH?!
This is probably one of the biggest joke and stupidest idea I have seen in my entire life. Imagine this, you need to call your ISP to report a problem. Instead of a single hotline or text number, you have to choose a number to call from a gazillion of numbers from a list. Very convenient. Very f%^&ng convenient.
By the way, those aren't your ordinary landline phones. They are PLDT LANDLINE PLUS PREPAID FOR GOD'S SAKE. So what you say? PLDT Landline Plus Prepaid calls are limited to 10 minutes. If your call lasts for more than 10 minutes you're dead. The line automatically drops. And since they're running off the GSM network of Smart, say goodbye to quality customer service. Goodbye recorded conversations. Hello arrogant and stupid tech support.
I was talking to my friend who works at Destiny earlier and here's some of our YM conversation.
jepoy: haha stupidest idea ever
jepoy: pldt landline plus yan no?
Friend: o bakit
jepoy: haha taena.. every 10mins napuputol yan e.. eh typical tawag ko sa destiny at sa lahat ng kakilala ko 15-25mins
Friend: yan mismo ang maganda dyan
Friend: kasi target namin within 5 mins tapos na ang call
Friend: isipin mo, pag kausap mo tech sup ng 25 mins palagay mo me magagawa pa sya para isolate problem?
jepoy: sa 9yrs ko? oo
jepoy: nagpping.. then may chcheck
Friend: ineffecient yan
jepoy: then kung natatandaan ko.. mga after 15mins dun nya nalaman na may problem sa area
Friend: kaya nga
jepoy: haha mas inefficient na magoffer ng gazillion numbers
Friend: anong point na mag stay ka sa line ng 25 mins
jepoy: stupidest idea ever. so sana maghotline nalang kayo na iisa tapos may limit na 10mins
Friend: panegt yang hotline
Friend: kasi pag busy lahat mas lalo sila naiinis
Friend: pag dyan malaki chance na makakausap mo kasi nga walang nagbababad sa line dahil me limit na 10mins
jepoy: haha so pag busy.. magcycycle ka sa gazillion numbers to call
jepoy: nice. efficient
Friend: para me konting time na mag redial ka
Friend: by the time na nai dial mo malamang tapos na yun sa isa nyang kausap
jepoy: efficient indeed
jepoy: sige kain lang ako
Friend: yung pangbibili namin pabx pambibili na lang ng router
So they think this setup is efficient? I'm currently dialing the 14th number of the Quezon City block and either the phone is turned off, the SIM is not yet activated, the phone has no prepaid load/credits, or no one is answering the goddamn phone! EFFICIENT MY ASS.
The guy who suggested this setup and the one who approved it should be shot in the head. Seriously. What were they thinking?!
NICE ONE DESTINY! This definitely should go down in history as the STUPIDEST CUSTOMER SERVICE EVER!
UPDATE 09/18/2008 12:42AM: I've asked Lalaine to call some of the Quezon City numbers since I can't seem to reach anyone. Same problem as mine. It's either ringing (with no one answering) or no ring at all.
She managed to reach someone though. I believe the person she talked to was Toney. Since Lalaine's not the subscriber, she requested Toney to call me instead. Guess what, the girl told her that they don't have any outgoing calls. WTF?! Hey! PLDT Landline Plus Prepaid's Plan 300 has 150 minutes worth of outgoing calls! Toney said that she'll ask someone to call me. It's about hmmm... 35 minutes and still no call from Destiny.
I've asked her to call one more person since I think I've almost exhausted all the numbers and I still can't reach anyone. The person Lalaine talked to the second time was Abner. This time the CSR got my number from Lalaine, but there's a slight problem. He's handling a different part of Quezon City and he needs to forward my number/concern to the other group handling my area. WHAT DA?!
Oh by the way, I haven't received any calls from Destiny as of this very moment.
UPDATE 09/19/2008 3:33PM: I haven't received any calls from Destiny after Lalaine spoke to two of their TSRs yesterday. The TSR she talked to just told her that he'll be sending someone to check my computer without even asking what's the problem.
The guy even said, "Ma'am, hold ko lang po kayo..." Then Lalaine heard drops of water as if the guy's urinating or something. And place the call on hold? PLDT Landline Plus doesn't have that feature... hmmm...
Lalaine told the TSR to call me since I've been cycling to the list of numbers and still can't reach someone. Lalaine clearly told the TSR that I was having "Request timed out" on the default gateway. Guy TSR promised to call me but he never did. Instead, a field crew arrived in the morning. I wasn't around so they left this job instruction:
SLOW BROWSING? WHO EVER SAID SLOW BROWSING?! If their instruction was to do some screencaps then I could have done that without bothering the field crew. In fact, I've been doing that for years. TALK ABOUT EFFICIENCY.
*Computer end log*
Labels: internet, lol
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