Globe vs PLDT - Polar Opposites In Customer Service

[BrettGC]

So a couple of days before we moved into our rental off we went to the Smart/PLDT office at Robinson's and ran the gauntlet of the guard at the door's questions.  Waited about an hour to be handed an application for new account.  Filled in the the form and handed it in and were told we should be sent a reference number within 24 hours via text and we would be connected in 5-7 days.  

Fast forward 6 days and nothing.  So off we go again to PLDT to find out if there's an issue.  Ran the gauntlet again, and were put on a phone by the PLDT rep.  On the phone we discovered that they had no record of our application whatsoever.  Filled in a new application form, handed it in and were told we would receive a reference number within 24 hours and would be connected in 5-7 days.  This was on a Thursday.  On Thursday night we received the aforementioned text message stating that a technician would contact us within 5-7 days for installation.  The message also included the previously promised reference number.  We were suitably reassured. 

By Wednesday night, out of curiosity, I went to the PLDT website and entered the provided reference number....... "Your application has been cancelled".  No reason given.  

Thursday morning we're on PLDT's doorstep at 10am (opening time) to enquire as to why our application has been cancelled.  Approached the guard, explained the situation to be told that the PLDT rep was absent due to illness for the day.  It's probably the first time in Philippine history there weren't 2 people there to do one person's job.  After a colourful internal monologue on my part - yes I kept my cool, honey vs vinegar, flies, and all that - and a level 5 eyeroll on AM's part (she's a 5th dan in Filipina eyeroll), we went downstairs to Globe.  

At Globe we spoke to the guard and were immediately passed onto the new connections rep.  Filled out the paperwork with a thoroughly pleasant and helpful rep's assistance.  Within 2 hours we received a text with a reference number informing us that we'd be connected within 5-7 days.

On Friday, AM found somewhere closer to town to live (we still don't have a car).  On Saturday we head into Globe to inform them of the address change.  The rep changed the address on the form.  About 2 hours later we received another text stating the same as the previous one.  

Sunday night, we receive a text stating that the install would the next day between 8am and Midday.  

Monday morning the tech arrives at the new place (vacant thankfully) at 10am and the install takes about 30 minutes.  

Moral of the story?  PLDT have to realise that after so long being the only player in town, there are options other than them and their shoddy treatment of customers needs to change if they want to remain competitive.  Even AM had a much better experience when she had Fil Products connected to the house in her hometown early last year.  

 

[Dave Hounddriver]

There is a difference.  Over years of using Globe and PLDT I found that PLDT's main product was a wired service and the speed was somewhat consistent.  It meant there were a limited number of connections and it was common to find out that a connection was not available where I lived.  Globe, on the other hand, had a wireless product as their main service.  That meant it was good until it wasn't.  When too many people in the area got the Globe product then it wasn't good.

YMMV

[BrettGC]

26 minutes ago, Dave Hounddriver said:

There is a difference.  Over years of using Globe and PLDT I found that PLDT's main product was a wired service and the speed was somewhat consistent.  It meant there were a limited number of connections and it was common to find out that a connection was not available where I lived.  Globe, on the other hand, had a wireless product as their main service.  That meant it was good until it wasn't.  When too many people in the area got the Globe product then it wasn't good.

YMMV

Globe now offer fibre to the home.  Testing on Ookla etc and speeds are as advertised.  

Edited February 25, 2022 by BrettGC

[Onemore52]

A couple of years ago we had a PLDT account, which wasn’t worth a cupful of cats urine, it was hopeless, so off to town we went to see about an upgrade on the service and being in the province the rep came only once a week.

When we finally got to see him he explained that to upgrade the service we would have to cancel the existing one and then put in an application for the new service, which could only be done at their office 2 hours drive away.

So we set off one morning and did the 2 hours drive, walked into the office and took a number and waited and waited and waited, for 3 fn hours we waited, then finally met with someone who told us we would have to call the main office in Manila to do these things, the only thing we could do there is to pay our account or cancel the account.
So I canceled the thing there and then and she asked me how I wanted to settle the account to which I said send me a bill, and what about our equipment when will you return that, I said come and get it.

3 years later their equipment is still sitting here and I haven’t paid the bill.

Switched to Converge, no problems.

I wouldn’t mind if I never hear about PLDT ever again.

[hk blues]

5 hours ago, Dave Hounddriver said:

There is a difference.  Over years of using Globe and PLDT I found that PLDT's main product was a wired service and the speed was somewhat consistent.  It meant there were a limited number of connections and it was common to find out that a connection was not available where I lived.  Globe, on the other hand, had a wireless product as their main service.  That meant it was good until it wasn't.  When too many people in the area got the Globe product then it wasn't good.

YMMV

I've been with Globe for 7 years and have always had a wired service, never wireless.  1st was all copper, then upgraded to fiber to copper and finally all fiber for the past 2 years.  Speed is consistently above plan i.e. getting 240mbps now on my 200mbps plan.  We only chose Globe because, as you stated, PLDT had no availability at the time.  

That said, my neighbour with Globe is always complaining about her connection so, as always, YMMV.

[Freebie]

6 hours ago, BrettGC said:

Moral of the story?  PLDT have to realise that after so long being the only player in town, there are options other than them and their shoddy treatment of customers needs to change if they want to remain competitive

Interesting story.

And yes all companies here have to remain competitive.

I was pleasantly suprised when I received a call from Globe 3 months back telling me " because Ive been a loyal customer for their wifi over past 3 years I qualified for a rebate via Gcash of P5000 and a reduction in monthly fee of P100 if i committed to continue using them for next year.

No one gives anyone anything for nothing especially not Ayala so I asked the agent why I was getting this wonderful loyalty bonus. Got put onto a supervisor who explained that Converge and PLDT fibre were attracting many Globe customers and therefor they wanted to lock in their existing and  loyal customers. At least he was honest.

[graham59]

On the other hand (after almost 3 years with them), I've had nothing but first class service from PLDT. 

Here's my speedtest results from the other day, from my 50meg fiber plan.  (p1999 per month) :

.

[Jollygoodfellow]

When I moved last November we opened a Sky account online and instal was the next day. Easy as although the guys were about an hour late to do the job as planned but thats to be expected.

[hk blues]

21 hours ago, Freebie said:

Interesting story.

And yes all companies here have to remain competitive.

I was pleasantly suprised when I received a call from Globe 3 months back telling me " because Ive been a loyal customer for their wifi over past 3 years I qualified for a rebate via Gcash of P5000 and a reduction in monthly fee of P100 if i committed to continue using them for next year.

No one gives anyone anything for nothing especially not Ayala so I asked the agent why I was getting this wonderful loyalty bonus. Got put onto a supervisor who explained that Converge and PLDT fibre were attracting many Globe customers and therefor they wanted to lock in their existing and  loyal customers. At least he was honest.

Yep.

Globe have been offering various excellent upgrades recently i.e. double your speed for only 100php a month and the latest 200mbps for 2199php a month. 

Of course, each time you take advantage of these offers your 24-month tie-in is rebooted and starts again! No issue for me as I need internet anyway but it's a great retention tool for them.

[RBM]

Brett did you try out Dito? We used it when it started here around 8 months ago, amazing speeds from the cell.

Since the Odette its been off line so back to Gomo which is slow but load not expire.