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PLDT's Customer Service is USELESS
Monday, May 18, 2009

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Captain's Log Stardate -314377.85


My PLDT Landline Plus Prepaid SIM Card is still deactivated and is now being threatened to be permanently deactivated as it nears the 180 days of no credits. And this is brought to you by PLDT's useless customer and technical support. Surprise? Naaahhh!

I blogged about how PLDT deactivated my prepaid SIM without providing any valid reasons almost a month ago. I sent them an email demanding that my prepaid Landline Plus SIM be reactivated immediately. I've also asked them to finally fix the problems our postpaid landline has been experiencing for the past 3 years and demanded for rebates.

5 days later, I got a canned response from a certain Grace Viernes,

Dear Mr. Bengero:

Good day! This is to acknowledge your concern on PLDT landline plus number 02-33XXXXX and postpaid line number 02-37XXXXX. Please be advised that your e-mail was already endorsed to the Head of our Division concern for their immediate action. We shall inform you on feedback as soon as we received their reply.

Thank you for bringing this matter into our attention.


Respectfully,

GRACE VIERNES
Customer Care Analyst
Customer Care

I got no calls or emails from them for two weeks so I decided to call their Landline Plus hotline again and check the status of my ticket number. As usual, still "no solution to the problem".

I sent another followup email and guess what, another canned reply which took them 5 days to compose! FIVE DAYS!
Dear Mr. Bengero:

Good day! We sincerely regret our failure to provide you update regarding your concern as we are still waiting for any information from the group of Concern group. As of this writing, no feedback yet has been sent to our group. Be assured however, that we have escalated the matter to the Head of the Division concern for proper attention. We will revert as soon as any response is received.

We have requested for an immediate feedback so that we may relay information to you.

Thank you.


Respectfully,

GRACE VIERNES
Customer Care Analyst
Customer Care

I sent a reply telling her that I won't just sit here and do nothing if ever my SIM actually expires this May. My last plan expired last November and this month is my SIM's last month to reload and reactivate a plan before it permanently gets disconnected. And again, they took 4 days to reply with, yes you guess it right, a canned message.
Dear Mr. Bengero:

Good day! We understand your concerns, Sir, and we know that our apologies are not enough to appease them. Nevertheless, we would like to express our sincere regret for the unpleasant experience you had with our service for we understand that incident, such this, has caused so much inconvenience on your part.

On the other hand, please be informed that our concerned group is already on top of the matter. Continuous follow through is being made on your behalf.

We shall keep you posted of further developments.

Thank you for your patience and understanding.


Respectfully,

GRACE VIERNES
Customer Care Analyst
Customer Care

Imagine this, my SIM card was deactivated illegally and they're taking ages to fix it. What's so funny is that this Grace from customer service is referring to their actions as, "concerned groups are on top of the matter....". I was not born yesterday so please stop the crap and reactivate my SIM card now and replace the battery backup that controls the landline connections in our area!

The emails I sent to PLDT were all CC'd to the National Telecommunications Commission OSPAC's email address and a couple of email addresses from the Department of Trade and Industry - NCR. I don't know if they actually received my emails though, but I hope they do.

I've also asked the help of my online buddy Tonyo, who happens to be the president of TXTPower. I hope that TXTPower can endorse my complaint to NTC if PLDT fails to fix this problem this month.

So, if you guys want to get a "wireless" or a fixed landline service, then better subscribe to OTHER companies. They may not have the range and scope of PLDT but their customer service are way better than PLDT.

PLDT SUCKS BIGTIME!

Hey Globe, I'm still waiting for that DUO service for us prepaid users... Now is the right time to introduce it.


UPDATE (05/21/2009): A PLDT rep called this afternoon informing me that my SIM is now in the process of reactivation and once reactivated, they'll also be sending me P300 worth of prepaid credits. Let's see if my SIM gets activated by this weekend.


*Computer end log*

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Posted by Jepoy @ 5/18/2009 10:01:00 PM
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THERE ARE 4 COMMENT(S) ON THIS POST:

Posted by Anonymous Ade on Wednesday, May 20, 2009 at 2:32:00 PM GMT+8:  
... The group of Concern group?

Posted by Blogger dodong flores on Wednesday, May 20, 2009 at 9:16:00 PM GMT+8:  
I'm also waiting for Globe's DUO service for prepaid users...

Posted by Blogger Jepoy on Thursday, May 21, 2009 at 2:13:00 AM GMT+8:  
@Ade - HAHAHA! Missed that one.

@dodong - it's coming na daw :~)

Posted by Anonymous Bob on Sunday, May 15, 2011 at 10:45:00 AM GMT+8:  
I loved your article on pldt...i will mention this in my blog about pldt customer service. Im having the same problems.
http://www.ourcebu.com/pldt-overcharging-6430-php-per-month/

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