Dear Ernest Cu (Globe Telecom, Inc. Director, President and CEO);
Below is a letter that I have sent to your helpdesk, you may not know me but I’d like to think that I am speaking in behalf of every Globe broadband subscriber who has in one way or another gone through what I am currently going through. It would be imperative on your part to address this issue. I know that you’re one of the biggest companies in the Philippines and I am no one, but believe me, I would try to make ripples and ripples will combine with others to make a wave big enough to reach you. A company no matter how big still need people like me to support/buy your products and it’s not good to make people like me think that we’re getting mocked and robbed and who knows what else.
In your website, the phrase “At Globe, We Believe In Doing It Your Way” is prominently displayed – this obviously is a blatant lie. I’ve heard stories of how bad your broadband is and that your support is worse, but did I listen? No! I was desperate, we’ve had no connection for almost a week because the earthquake rendered Bayantel worthless, we’ve had our share of problems with them but I never got the feeling of being cheated, which is why we stayed with them for over three years and never would’ve changed if not for the outage. So against my better judgement, we decided to apply for a globe broadband account, simply because they can get us connected in the next two days. Come to think of it, when we applied, I was never asked for documents, all that was asked was an ID and that’s it. I came prepared actually, because I know that proof of billing, identity and income are all required. I even asked if they need that to process my application, the agent who attended us told us no and the only thing she needed was my ID. That should have alerted me that something might be wrong… But then again, I did not listen to my intuition. Which brings us exactly to my predicament as outlined below:
I still have no/intermittent internet connection in our globe broadband and this has been a major problem since we started exactly 12 days ago. This connection is almost useless to us which left us no choice but to have our previous ISP (bayandsl) reconnected, we’ve been having problems with this connection since day 1 and this has affected our work. We work at home and my kids are homeschooled and have online classes and having an internet connection is vital to our job and our kids’ education, I almost lost my job because of this problem. In connection to this, I would like to request for an adjustment to our bill. I would not hesitate to pay the full amount if we are able to use this connection and to think that we got the highest plan that you have for residential because we have been informed by your agent in Globe SM City Iloilo that they have no connection problem in our place. You are offering 3Mbps for Php 1995 and I would like to get exactly what I am paying for, I would even settle for half of that. But I’m only getting 0.04Mbps on average and 1.6Mbps on good days (hours).
Your technician also told us that it might be a power fluctuation issue because it mostly occurs during night times, I have to disagree because we’ve never had any problems with Bayandsl and power fluctuations (if there are any) and if they are going to insist that its a power fluctuation problem, then does that mean that your equipment are sub-par when compared to that of bayandsl? As much as I would like to have this connection disconnected, I can’t because of your lock-in period, you should have offered a 1 month guarantee or at least make sure that you can deliver exactly what you have advertised. I don’t want to shell out Php 5000+ to have a virtually useless connection disconnected but neither do I want to keep on paying Php 1995/month to have a sub-par internet connection, so right now, I am at odds whether to have this disconnected or to keep it until the lock-in period. Either way, I’m the losing party.
In order for us to get on with our lives and our work, we are now paying two ISPs for one connection. And believe me, this is more than I bargained for.
JC Mae Palmes
