Considering the high price of utilities in the Philippines, companies in the country have the worst customer service Ive been exposed to. Sharing with you my most recent debacle. Below is a complaint letter I sent to CIGNAL TV (pardon the typos and some grammatical lapses, I was fuming when I wrote this) Ms Bauto, Today, August 12, I experienced the worst customer service from any company Ive dealt with in my 33 years. I lost reception when Glenda hit last July 17, 2014. With the queues you have I could not get connected to your support people. I tried days on end but I always get the same result, an IVR recording while Im on my celphone for 15-20mins each time. I sent you 2 emails and received automated responses but NOTHING else after that. I, by some stroke of luck, after trying for almost a week to get through support, finally got somebody on the phone. She said she ll create a ticket and should expect a call from service personnel with in 3-5 days. 6 days went by. NOTHING. Not an email, a text, a pbone call came from your field staff nor customer service. Back to step 1. Tried calling your number again. Waited on queue until either I run out of battery or I had to divert my attention to something else. After trying for 3 days, I got to speak to someone again. The girl said she is going to contact the field and have them take care of my issue. I waited. NOTHING. Back to step 1. AGAIN. The girl who picked up said the same thing: said she is going to contact the field and have them take care of my issue. Days pass. NOTHING. Then came today. At around 8:50am, August 12 I called technical support and spoke to Agent1 (this time I made sure to note the names of the people I spoke with hoping it will bring some sense of accountability on their part - I couldnt be more wrong). Frustrated with everything that has happened, I requested for a manager. I was placed on hold for 5 minutes only to be told that the manager was on the phone but he would call me back within the hour. Guess what happened, NOTHING. So around 11am, I called your support number again and got Agent2. I told him Manager1 was supposed to contact me. I was told, for the 3rd time that hes on the phone. I told Agent2 that Ill wait. He placed me on hold and then suddenly the call was disconnected. Surprise, suprise. I called again. Spoke to Agent3 and was told the same thing for the 4th time. I told him that if Manager1 was busy that he should transfer me to Manager1s superior. I asked for the name but Agent3 said hell have to ask permission first. When I asked him whose permission he needs to seek, he said from our OIC He went. Never came back after having me wait for 20 minutes. Again on my mobile. Called again. Spoke to Agent4. Was given the same run around. Tired as I was I just asked for a call back within 30 minutes. You know what happened? NOTHING. No calls. No nothing. Im back to where I began. Actually, come to think of it it never really went anywhere to begin with. Ryan Mamaril
Posted on: Tue, 12 Aug 2014 04:43:37 +0000
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