Life’s Lessons

Once again, SmartBro’s services sucks! My internet connection went down Friday afternoon. I called their hotline a couple of hours after and was advised to call back because their system is down (AGAIN!). Hence they cannot check on my account’s connection. Hoping that the connection will be restored after a couple of hours, I didn’t call them back and went to bed thinking that I’d be able to blog the next morning but to my dismay, we still don’t have internet connection. At 7AM I called the hotline and reported my concern and was told to wait for their feedback within 24hrs. That’s it, no more no less.

In the evening, still, no internet connection so I called on the hotline and made a follow-up on the concern that I reported. The customer service representative could not give me any status but to wait within 24hrs. That’s all I can get after waiting for their call the whole day????!!!!! I can’t help but to raise my voice talking to the scripted customer service representative. Yeah, I remember, they are one of the companies with poor customer service.

Early morning on Sunday, before the 24th hour I called and made a follow-up. At last I heard a different script. It’s not the usual “sorry for the inconvenience but a report has been made regarding your complaint and was forwarded to the technical group.” According to the system report, my account is scheduled for technical visit. What????? If I hadn’t called them, nobody will call me and give me an update regarding my concern? Why should they wait for the last hour before they will look into my account’s problem? If only they acted on my complaint immediately they should have scheduled the contractor to check on my antenna within the day. Obviously, their support group only checked on the complaint report after almost 1 day.

I was really pissed! That’s how Smart Communications handle customer problems. We are paying the exact amount every month for our subscription plan and we get LOUSY services in return. Is that fair? Lucky for them because I am not recording how many times did their server and base station went down and I cannot post it here so that everybody would know how lousy they are as an internet service provider. SmartBro should address customers’ complaints the minute they receive a report about the problem. I was really furiuos. I cannot control my temper that I am screaming at the person on the other line. I cannot afford for another day to pass without internet connection but people in Smart Communications in general and SmartBro in particular don’t care about maintaining an excellent customer service. They’re only very quick in installing internet connections to new subscribers and let the poor subscribers suffer at how inefficient their system and services are. Ace is even thinking to discontinue our subscription and do not pay them for the pre-termination fee. That’s what they will really get if they continue on with their POOR CUSTOMER SERVICE, INEFFICIENT SYSTEM, and LOUSY NETWORK.

Monday morning I am really so pissed when I called their hotline and I only get a scripted answer to my concern. I could feel blood rush up to my head. According to the e-rep, service order has been released that technical people or the installer will  physically check my PC and SmartBro’s antenna. I asked for an assurance that they really contacted the installer and scheduled a field visit but all he could tell me is “based on the system, service order has been made.” Here we are again on their script “base on the system”. They are all relying on their obviously POOR  and INEFFICIENT system. I am screaming when I asked for the installer’s contact number so that I could contact them to make sure SmartBro has really communicated my concern to them. All he could  answer is, they have no contact # and only technical people communicates with them. I told him to call  technical support and  the e-rep replied they have no number. He thinks I can buy his alibi. Sorry!  Can you expect me to be calm and just accept what they are telling me? I have the right to complain and demand an immediate action to my concern because I am their customer.

With the numerous problem reports I have made to SmartBro by calling their hotline and with the way they deal with the concerns, I can say they have INEFFICIENT SYSTEM, POOR COORDINATION and COMMUNICATION, and LOUSY TECHNICAL SUPPORT. Very ironic because they are in the communications business and yet they cannot even manage to communicate and coordinate within themselves to expedite  action to address their customer’s problem.

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