Talk to Globe Is a Myth Around two weeks ago, my Globe Wimax connection got disconnected. My fault – I did not pay my dues as I should have done. But last Wednesdy, I finally paid the amount needed so Globe can reconnect my account. I was happy.
Now, the people at Globe’s Store in SM Muntinlupa have always provided me with good service. The cashier, the same who processes my GCASH payments, informed me that my account would be reconnected within 24 to 48 hours. He must have noticed my frown so he said I can call 211 or 730-1000 to speed up the reconnection process. I thanked him gratefully for this tip.
Since I am now using a different cell service provider, I had to call from a landline number. So I called 730-1000 from a payphone. Upon connecting, I was welcomed to the Globe interactive phone support system and was informed that they have improved the telephone options so they can serve us “better.” After pressing several options, I was asked to supply the account number, transaction number, the amount I paid, and the date that I made the payment… ALL through punching numbers on the telephone’s dial pad.
Cool? Perhaps. But I wanted to talk to someone to see whether they can speed up the reconnection process. But there was no option to talk to a tech support or even a customer service rep. Instead, I got a voice recording thanking me for making the payment and informing me that I will be charged Php 300 for the reconnection. GREAT! A reconnection fee. It’s not as if they will go to my house to reconnect something. They will just punch something on the computer and my connection will be reactivated. But I guess that’s how GLOBE conditions people to pay their bills on time -thru hefty reconnection fees.
By the time I got home, I still wanted to talk to someone. So I borrowed my sister’s spare cellphone and used my Globe Tattoo SIM card to call their 211. Now, it has a balance of Php6. Imagine how frustrated I was another voice recording told me that I do not have enough load to make a call. Whatttttttttttttttttttttt? 211 is supposed to be a toll-free number!!! By this time, it was almost 11PM so all the sari-sari stores selling Globe Autoload are closed. I called two close friends and ranted. TALK 2 GLOBE is an MYTH! You cannot talk to GLOBE!!!!
Twenty five and a half hours later, I tested my Internet connection. Plugged in the modem and the wifi router and checked my wifi connection thru Bumblebee, my Samsung Corby II phone. No connection yet. Breathe in. Breathe Out. Next morning, I saw a Tweet from a fellow WAHM. She’s complaining about the sluggish TALK 2 GLOBE web site. Here’s my reply:
As you can see, I mentioned @talk2globe in my Tweet. This got their attention and whoever was handling that account asked me to DM my concerns will be addressed. DM?! They wish! I replied to their Tweet and told them how I can’t get anyone from Globe on the phone and how I can’t connect to 211 despite the six peso load. If the only way I can get someone to attend to me is to rant in Twitter, I will do it.
To their credit, @talk2globe was quick in responding to my Tweets. They asked me to DM my details. They also informed me that prepaid Globe accounts MUST have P7.50 load in order to call 211. I won’t be charged but I still need to have that much load. Ohhhhhh…. toll-free huh?
I did DM my details but I was too pissed by this time to bother with Globe anymore when they asked for additional info. I decided to wait 48 hours to check my Internet connection. Anyway, the Kuya in the Globe store was right. My Internet connection was restored after 48 hours. But his tip was an EPIC FAIL. Caling 730- 1000 will not speed up your account’s reconnection. And the TALK 2 GLOBE slogan? It’s a HUGE MYTH.
Every story has a moral lesson. So what have I learned from this experience? Two things. One, TWEET 2 GLOBE works. You and I both know why. TWEETS are forever and by responding to TWEETS from customers, they are showing good customer service. Well they do, on TWITTER. The social media virtual assistant in me applauds them for using social media to effectively address their customer concerns.
Two, toll-free means having P7.50 load for prepaid Globe users. ‘Nuff said.
Hopefully, I will never have another reason to call Globe’s 730-1000 for phone support as this experience demonstrates that they don’t respond very well to phone cases. Ohh wait… you can’t get anyone from Globe on phone! Nica out!