BayanDSL Spells Frustration

We have been on SmartBro for over a year and although the service is good enough (with disconnection problems about 1-3 times a week which lasts anywhere between 30 minutes to four hours) it is just not sufficient for our needs. So we decided to try out BayanDSL, we availed of their Plan 899 for 786kbps bundled with a phoneline. We paid exactly PHP 3,078.50 upfront, broken down as follows:

* Plan 786 - PHP 899.00
* Phoneline - PHP 300.00
* Installation Fee (2 installments) - PHP 999.50
* Phone Kit (speaker phone with caller ID) - PHP 880.00

We paid last Thursday, March 27, 2008. They told us that it will be installed after 5-7 business days. Although it is a long wait for us, we decided to wait it through. I did a few follow-ups and finally, after the long wait their contractors came to our house yesterday to install our phone and DSL line. We were anxious to have our line installed because we do not like to pay another month for SmartBro before we have it disconnected. They arrived at around 3PM, installed the cables and left without telling us where they are going. The cable was left dangling in our front gate for over two hours posing a hazard for our very active toddlers and I even prepared a snack for them! So, I contacted BayanTel and told them that their contractors are nowhere in sight and we do not know where they are. They just told me to wait. So being the patient person that I am, I waited. They finally called, they asked me if my plan is bundled with a phoneline and I told them that that was what we paid for. They said that they are going back to their office to get the phone because their order was just to install the DSL line. So we waited again, at pass 6PM they finally went back with the phone.

The phone - now what was shown to us when we paid for the service was a white speaker phone with caller ID. It was quite big compared to regular phones, the agent we dealt with told us that it would be better if we buy the handset from them because a similar set would cost around PHP 1,500 up outside while it is just PHP 880.00 if we get it from them. That clinched the deal, we bought the phone. When the contractors went back to our house, one of them was carrying a small box which will never house a unit as big as the one shown to us. So I asked to see the unit before they install it and true enough it was not what we paid for. The unit they brought is a regular phone with no caller ID and will never be a speaker phone no matter how you look at it. It is just ordinary and not something that I will pay PHP 880.00 for, and it was not brand new! If that was the handset that was shown to us we would never have opted for the add-in phoneline. So I texted the agent again, he told us that he will have the phone replaced.

So they installed the line, not the DSL line but the phone line. They tested the line if it is working, it was. They told us that they will be replacing the phone, all the while I thought that they are going to leave the unit behind so that we can use it and just return again with the right unit to replace it. But no, they took out the phone, wrapped it up in all it’s secondhand used glory and left us with a phone line with nothing but a phone jack at the end. Now you tell me, how the hell are we going to use a phonejack for outgoing and incoming calls? But I kept my mouth shut.

Then they gathered their things getting ready to go, we asked them about the DSL line. That is when they informed us that the service order for the DSL connection has been returned because it was wrong, so they have to wait for the DSL service order before they install it and that could take another week! They said that they will be back with the phone unit when they install the DSL line.

That is pure BULLSHIT!!!

I know that telling them exactly what was on my mind then was useless because they are not really employees of Bayantel but contractors out to do their dirty work (aka installation and repairs). Instead we texted the agent we dealt with and he responded with an apology. Apology accepted - NOT!!! We are going to their office in a little while to tell them exactly what we think. We signed up for their DSL service and the phone line was just an add-on. We specifically told them that we need the DSL line installed ASAP because we could not afford to lose work time with our SmartBro line about to expire. They told us that they are going to do their best to have it installed ASAP. Their best would be the installation of a phoneline with no phone and nothing about the exact date of our DSL line installation. If that is their best, I dread to know what their worst service is.

BayanDSL could not keep their promises. We paid for a DSL and phone line bundle, but got a phoneline with no phone instead. I will rant and rave unless we got what we paid for and some. To Bayantel - do not promise anything, just do it. Promises are very bad for business.

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April 3, 2008 · Filed Under personal

Comments

One Response to “BayanDSL Spells Frustration”

BayanDSL Blogger on September 12th, 2008 2:50 am

That’s just for starters. You have to brace yourself for more nightmares with their DSL service - not to mention discorteous Tech Support Representatives. Darn!

I’ve posted all my communications with BayanDSL at http://request-timed-out.blogspot.com and http://bayandsl.multiply.com. Well… official communications plus rants! hehehe

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