Let’s talk customer service, Globe
April 20, 2009 25 comments Grrrievance
Using the Globe Broadband Tattoo for two weeks with no problems skyrocketed the belief that this service will never fail on me. Until, my romance sent me an sms saying that her load was reduced by 15PHP though the internet never really worked and that the signal was inconsistent. Would switch from one type of signal to another(HDSPA to GPRS and vice versa). So, I told her I will check on it once I get out of work.
Upon checking, she was right, that the signal was actually toggling from the two signals mentioned above. And worst, it stayed in GPRS which is as slow as dialup! This had me calling Globe’s Customer Service. Talked with Nelson and though I chose the option for English instructions this guy started the call speaking in Filipino. I continued speaking in English and he eventually did so too. The call was quick and we reached a resolution of the sim card that came with my Globe Broadband Tattoo be replaced as it’s reaching it’s end of life. Thanked the guy and got a reference number which I should use when visiting one of their centers.
Since it’s my last day for work, I and my romance dropped by Globe’s customer service center in Ayala Center, Cebu. The lady who took care of our concern didn’t mind that I gave her a reference number regarding the call that I made earlier. I have to point it out to her again that a call was made and a resolution was reached. She took the receipt of the purchase where I wrote down the reference number and the phone reps name – Nelson. She checked on the record and made a face upon reading Nelson’s resolution. She said the sim that came with the device was manufactured February 2009 and it can’t be reaching it’s end of life. That’s what I also thought before but I never really seriously tackled it with Nelson as I know he could always disconnect the call when it get’s very technical I just wanted to have somebody real to talk to. Consistency check failed!
The lady then checked the device. Attached it onto their computer and told me that the signal is WCDMA and that she was able to download her Multiply account fast. Then she went on saying that they had a problem with their signal yesterday and specifically with their prepaid Tattoos. No problem with postpaid. Great! No delivery date given as well. Great!
So, I told her okay, I’ll take what she told me and please check on the load thing again as well. She promised she’ll have it refunded – received the reversal refund on the afternoon, anyway.
Went home in the afternoon and the signal is back to HSDPA! Yeah! Maybe we just always have to complain so they could service us customers. Never says it’s ok to have a problem with Globe because it’s their responsibility to have the services that we are subscribed to to be working.
NOTE: Using your Globe mobile dial 211 for customer service and don’t forget the reference number in this format – CTT09040812297.
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Lance commented on April 27, 2009 @ 3:32 AM
smartbro sucks too… asa dapit na hsdpa signal u gamit? i want to get the tattoo too pero i don’t know if may hsdpa diri sa bacolod
Lance’s last blog post..Sudlon Falls Adventure, the last installment
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Nick Nichelle Dael commented on April 28, 2009 @ 4:11 AM
It really depends on the location, bai. My suggestion is to try it first before getting one. Worst is if your area only has GPRS signal. It’s like signing up for a dial-up.
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senses commented on May 2, 2009 @ 3:38 AM
“Never says it’s ok to have a problem with Globe because it’s their responsibility to have the services that we are subscribed to to be working”.
I guess this also works with their broadband postpaid service, that’s why every time naay problem sa connection, I call 171 right away.
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Nick Nichelle Dael commented on May 6, 2009 @ 4:22 AM
Much like 911. Ha Ha
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Beejing commented on May 23, 2009 @ 7:03 PM
Well, if you guys haven’t noticed unlike regular lines for internet mobile internet is also dependent on the type of signal available – it automatically switches its home signal either from 3.5G to 3G or even 2.5G; it all depends which network signal is greater. There’s a way to make sure that your prepaid Tattoo or Bro will lock on HSDPA only… it’s on its settings and I have tried numerous times and it worked. Trust me. If you want the details on how to tweak your Bro or Tattoo – email me.
Again, let’s all be fair here besides we’re all consumers – we can’t have all he pleasures in life.
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Carole commented on May 28, 2009 @ 5:37 AM
Beejing,
Please advise me on how to lock the settings to HSPDA. I live in Makati, and I have very very very slow internet connection via Globe Tattoo. Thank you.
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dang commented on May 28, 2009 @ 9:39 AM
When I got a postpaid subscription from globe in July 2007, I was given a free lg phone, a complement to my g-flex plan 800. A month before that, my husband was given a choice between a motorolla phone or a rebate of P1,200 – as loyalty reward (he was then on his 24th bill). I got excited. I guess that was the reason why I also agreed to get a postpaid subscription. I got this idea that Globe is generous in rewarding its loyal subscribers! I then looked forward to completing my two-year subscription, hoping that when the time comes, Globe will reward me a phone or even a minimal rebate.
Last year, some of our friends have sent their new SMART numbers. Why the change in network, I asked. All of them relayed that Globe no longer gives a reward like a phone or a rebate. According to their friends who have been SMART subscribers for several years, SMART is true to its word in rewarding its loyal subscribers. In fact, most of them did not have to wait for two years to claim their free phone. A customer service representative would call them after a year and a half of subscription to inform them to claim their free phone. I was impressed. But then, I told myself that I will give Globe a chance to prove itself when my time comes.
Thus, two days ago, I called 211 to verify if my husband is already qualified for another phone, his bill being on its 48th. The person on the other line told me that yes, he is qualified but Globe has NOTHING to offer at the moment. He told me to call in tow or three days time.
After two days, I tried my luck. The person on the other line informed me that still, Globe has nothing to offer. That I should call FROM TIME TO TIME. But until when, I asked. He cant give me a definitive answer.
I was disapppointed. Maybe it is true that Globe no longer rewards its loyal subscribers. I mean, I thought I would get a free phone or something after waiting for two years. But with the recent turn of events, I am really considering in cutting my subscription and transferring to another network, though not necessarily SMART.
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George commented on July 14, 2009 @ 4:09 PM
Globe tattoo Broadband is the biggest shit what i see and test until now. The commerconal of globe is nation wide but it is running very bad, the most time it is not running but you have to pay. This Internet is crime and every body who think about this is better you forget it. I can talk not more than two word about the Globe Tattoo Broadband Internet : ONLY SHIT !
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George commented on July 14, 2009 @ 4:14 PM
When Globe will provide Internet by UMTS or others than they have to build a network before they sale it only one advise i can give : better no internet as Globe Broadband Tattoo Internet. Believe me i go around the world and i dont see a shit internet and network like this before.
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Jimmy commented on October 18, 2009 @ 4:54 PM
Help me too how to lock it to WC or Hsdpa…
I’m from Quezon City…and until now i can’t speed up my net…
Simula nong Sunday ko binili komonnect tapos un sunod sunod na mabagal at pabago bago ang signal…
.-= Jimmy´s last blog ..Otaku Taiiki 09 =-.
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Nick Nichelle Dael commented on October 21, 2009 @ 3:25 PM
It really depends on the strength of the signal, Jimmy. Minsan pag pangit GPRS lang pwede which is of course crappy.
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alma commented on November 26, 2009 @ 12:45 PM
i have very poor wifi here…………..can anybody do something for me.
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Nick Nichelle Dael replied on November 26, 2009 @ 3:00 PM
You may need to check your hardware devices and with your ISP.
But if your “wifi” is Globe Broadband Tattoo, try to use it on a different area to see if location is the matter.
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aima commented on December 25, 2009 @ 8:24 PM
napaka gago ng globe! napaka bulok tlaga!
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cathy commented on January 11, 2010 @ 1:11 AM
my globe broadband tattoo is very slow in connecting to the internet. can globe do something about it?
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angel commented on January 25, 2010 @ 9:50 AM
ano po pede iload from india sa globe # q?
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Nick Nichelle Dael replied on January 26, 2010 @ 6:21 PM
IDK.
Have your relatives buy load for you in the Philippines.
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fely Acuña commented on February 4, 2010 @ 3:44 PM
i would like to follow up my globe internet application..
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Nick Nichelle Dael replied on February 4, 2010 @ 4:47 PM
Hey fely, i think you might need to call their support line.
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Catherine commented on March 25, 2010 @ 11:53 PM
pwede pa help naman,..paano ko ba maoopen ang internet ko sa 5310-c2 ? ? ?
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Arnold commented on April 13, 2010 @ 10:29 PM
I called globe cust service today and I was surprised when the person on the other line said “hi, I’m (his name)” for his opening. wtf! Are globe employees not told to greet their callers the politer way?
Anyway, the main concern is that I purchased a thousand pesos worth of globe prepaid load because I was expecting to be charged about a thousand to make that call, and to my disgust, not being able to make the call because GLOBE CANNOT CONNECT to the number I was placing my call to. This is my first day of using a globe sim and sad to say, I feel and believe that GLOBE RAN AWAY WITH MY THOUSAND PESOS. Maybe virtually not, because I can still use the prepaid for some other calls, but honestly, I’m just going to make those calls to burn all the money I have preloaded in my phone, and it’s really makes me feel so cheated on. GUYS, DON’T BELIEVE WHAT YOU SEE IN THE COMMERCIALS. Some could be just ringing a bell but are discreet thieves at some point.
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charlene nazar commented on June 7, 2010 @ 5:28 PM
hi i need help e, kakapakabit plng namen ng broadband and we choose your promo 1thou. a month so we expect that our bill 1,000 a month too because tht was we apply . but ung nsa bill 1500 . bket ganun? i need to know ! thanks
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chadix commented on June 24, 2010 @ 4:53 PM
hey! hi, I just want to share my experience with globe broadband 995, service is really very slow.. it would take 30 mins for a 5 min length youtube videos… can you imagine? Il be switching to PLDT soon… been paying my bills on time.. never failed to pay bill but this is what globe is providing us.. been calling globe about the issue and still hvng the same crappy service. even trying to call 211 and their toll free number. and it is even out of service. akalain nyo toll free nila di na gumagana sa phone nila.. wtf!
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chadix commented on June 24, 2010 @ 5:06 PM
@charlene nazar,it should only be 1k, that’s what you agreed when you signed contract with them. that’s what i paid.. 1k..
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chadix commented on June 24, 2010 @ 5:09 PM
globe’s 211 not working” phone number dialed not in service”?? toll free nubmer saying, im restricted to call the number hence, im using globelines. Can you Imagine?!!
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