Globe’s Continuing INVisibility
The frustration of subscribers with Globe Visibility is growing. After another disheartening experience last weekend, and after still not getting any feedback on what’s causing not only Globe Visibility’s slowdown but also its non-performance (I could not surf AT ALL last Sunday!), I sent out another e-mail today to the Customer Engagement group of Globe.
I’ve “met” a lot of dissatisfied Visibility subscribers because of this shared frustration. There hasn’t been one encouraging piece of news. All of us are continuing to ask for transparency and for justice. I’m posting the letter I sent to Mr. Martinez here for the reference of those interested, particularly my fellow victims and to those who are still considering applying for Visibility.
Shortly after I sent this letter out, I got a call from August of Mobile Help Desk. He sounded more helpful than the other Globe people I’ve spoken with. He informed me that the network has been congested, hence the slowdown in service. While I already knew that answer in my head, it was better hearing that statement from an official Globe person. He assured me that Globe is addressing this problem. I requested for a written response. I also alerted him on the many entries in the blogosphere that concern Visibility’s weak performance. Perhaps they will be jolted enough to act faster and better. When I get a written response from them, I will post it online too.
Illustration by my equally frustrated H. And now the letter.
May 29, 2007
Dear Mr. Martinez,I would like to follow up on feedback regarding Globe Visibility’s lack in performance this May. Is there any official word from Globe regarding the cause of Visibility’s slowdown?Last Saturday afternoon, May 26th, the surfing speed was normal. In the evening however, it went back to its snail-paced speed, and on Sunday, May 27th until today, May 29th, we could hardly surf at all. There is no slowdown in surfing because there IS no surfing that can be done at all.I was prompted to place a call to Customer Service again last May 27, Sunday afternoon. I was advised by a lady named Mitch that my complaint has been filed and reported, but unfortunately I was given the same advice of a network outage. I asked for someone from Technical to contact me again so I can get a better understanding of the service. I asked if there was a 24/7 Technical Support hotline for Globe Visibility and she said there was one but they weren’t available on weekends. I may be nitpicking at this point but her reply tested my patience dangerously. I asked for the number to Tech Support; I was provided with the number 751-8888. I’ve called this number several times since Visibility started to no avail. I was very happy when someone picked up but was dismayed when the person on the line advised me that was not the Tech Support line, but one for new subscribers. I did not get the name of the man I talked to, but it was a call made at 5:10 pm of that Sunday. He advised me that there was no Tech Support line for Visibility, only the trunkline 730-1000. It was a very disheartening phone call, one that further aggravated the situation given that 751-8888 was the Tech Support hotline I was consistently given during the many calls I made the past weeks.
Mr. Martinez, this situation is crazy. I have been a loyal Globe subscriber. I have not touched any Smart or Sun telecom service because I have always believed in Globe. Visibility is changing my belief in the brand, however. The resentment towards Globe Visibility AND Globe is growing. Here are a number of posts online that I’ve encountered after I wrote about my frustrating experience with your Visibility’s product and service:
My blog entry: http://wifelysteps.com/?p=674
My blog entry after I received your reply: http://wifelysteps.com/?p=675
Other blog entries and forums on the same topic:
http://www.macalua.com/2007/05/19/globe-visibilitys-tipping-point/
http://www.macalua.com/2006/10/21/globe-visibility-finally/#comments
http://www.bryanboy.com/bryanboy_le_superstar_fab/2007/05/globe_visibilit.html
http://www.tipidpc.com/viewtopic.php?tid=74739
http://www.pinkseo.info/2007/05/20/more-globe-visibility-protests/
http://blog.istikonline.com/2007/05/continuing-saga-with-globe-visibility.html
http://tsikot.yehey.com/forums/showthread.php?t=37959
http://blog.istikonline.com/2007/05/invisible-globe-visibility.html
http://mobilityph.blogspot.com/2007/05/hold-on-visibility.html
I am certain there are many more places on the web that cover the same topic. While you may be aware of the growing frustration of subscribers, I would like to alert you that as I surf the net, I uncover more and more articles on the disservice of Visibility. I hope, along with my fellow dissatisfied subscribers, that Globe will be transparent enough to alert us as well on what has been causing this bad performance and when it will be resolved. I have also gotten a lot of feedback on how Globe should waive one month’s fee of all the dissatisfied subscribers, not just those who blogged about them. I am bringing this issue up to you not only for myself but for these other subscribers. We feel that we are all deserving of a fair and proper answer.
I am a concerned subscriber getting more and more frustrated by the day. I subscribed to Globe Visibility so it can help me with my work, but it is very obvious that it has been more of a hindrance and a limitation than an asset.
Thank you very much for making time to read this. Now I hope that you can also make time to get back to us subscribers on what Globe Visibility’s next steps are. It is proper that Globe Visibility AND the total Globe brand inform us on what follows now. We deserve your transparency.
May 29th, 2007 at 6:39 pm
I’m sorry to hear about such a frustrating service. I hope that the company can do something substantial to improve its declining service or else they will lose existing and potential clients.
May 29th, 2007 at 8:22 pm
I would have thought the problem was being addressed already when you wrote about it the first time. Arrrgh. Talk about poor service.
May 29th, 2007 at 10:06 pm
i thought this entry was related to your Pong Pagong entry
who is Mr. Martinez here? is it time to write a letter to JAZA?
May 29th, 2007 at 11:28 pm
Sigh.
May 30th, 2007 at 12:03 am
I have the same problems with PLDT. Some commenters are suggesting class suit already. Eh ke PLDT ke Globe pala wala ring customer satisfaction. Mga mandurugas kasi eh.
May 30th, 2007 at 2:12 am
Tama si Connie..parepareho lang silang mga mandurugas. I’ve been having my fair share of problems with PLDT too. About Globe, my sister was complaining din the other day (not about Visibility but about Globe) that she had a hard time availing of her free Blackberry unit. She’s been a subscriber of Globe forever. She did get the unit only after screaming and half-cursing at the customer service representative who had the misfortune of taking her call. Baka dapat ganun gawin mo.
May 30th, 2007 at 7:16 am
hi toni, i’ve also forwarded the link of your first visibility complaint to a friend in Globe. he promised to forward the links to the guy who currently manages the consumer concerns for visibility. i’ll follow it up, too. sana makatulong. pati ako disappointed sa globe tuloy. i’ve been loyal to globe up until i moved to the US. i never thought they would ever stoop to mandurugas levels, kainis.
May 30th, 2007 at 6:24 pm
I noticed the slow down too even at 6am!!! Haaay…. to think I was raving about them before. If this disservice continues, I would definitely demand for rebates (at the very least) or cut my subscription. I’m monitoring (IN)Visibility too for any development.
May 30th, 2007 at 8:34 pm
In fairness to Globe, I do not think they wanted this to happen or planned for it to go this way. I just don’t understand why they are so tight lipped about the problem and offer subscribers options: rebate or termination without penalty.
May 30th, 2007 at 8:36 pm
Typo: “about the problem and they should offer subscribers options: rebate or termination without penalty.”
May 30th, 2007 at 9:59 pm
Never had this kind of problem with Bayantel DSL which I’ve been using for almost two years now. Can I presume they’re the best??
Anyway, I commisserate with u. I can just imagine how frustrating it must be.
May 31st, 2007 at 4:35 am
Since I know you personally, I think Globe is really doing a poor job handling your problem and those of others. It takes so much to make Toni angry. If Globe succeeds in making you furious, then I think it deserves every morsel of your anger. Customer service in this country has always been a grueling test of our limited patience. Globe loyalist din ako years ago…but when some patients’ conditions were compromised because of their inefficiency, I left them for good.
May 31st, 2007 at 11:07 am
I finally gotten an email from Globe but all it contain are half-truths. For a company under the Ayala Group I thought they would do better that lie to their subscribers. They are only acknowledging that the problem with regards to VISIBILITY started only last week and it is due to system maintenance.
September 17th, 2007 at 11:22 am
Why is globe still invisible up to our city, zamboanga city even in Isabela city, basilan? pls……. move faster….. mahina ang service nyo,,,,, ang dami pa namn gusto makakonek ng internet with you lalo na rito sa place namin!