ANOTHER PLDT MYDSL NIGHTMARE

After several rounds of emails and after having sent a complete detailed blow-by-blow report to NTC's Engr. Edgardo Cabarios, they finally managed to send someone to my place to fix the connection. Yes, my DSL is back up but NO - their so-called technical people HAVEN'T MANAGED TO RESTORE IT TO THE SAME SETTINGS I HAD BEFORE THE DOWNTIME. Unfortunately, he doesn't know how to properly configure my router to the same settings I had before the downtime. That leaves my P5,000.00 Airport Express completely useless and sitting in the box next to my PC... CRAP!!!

Add to my dismay - I DID NOT GET A REBATE! I was billed the full amount when I got to my bills today!!! When I wrote to PLDT's Corporate Governance about this, obviously they were covering up their asses now, telling me that they simply NOTED my concern about a rebate, but they were not responsible to do it ---- SAY WHAAAAAAAAAT?!?!?!?

Geeez, transacting with this company is an ABSOLUTE NIGHTMARE - You might as well save yourself from having a heart attack by going with another provider if you haven't got DSL yet. OMG, I am still appalled at how LOUSY, UNPROFESSIONAL and... DID I SAY LOUSY? THEIR SERVICE IS!!!!

Add to my dismay, they can't even do their computations correctly! They approved of a rebate after I persistently emailed their corporate governance today... BUT - it was a rebate for one day less of my actual downtime. So if you have to do anything - AS IN ABSOLUTELY ANYTHING - with PLDT MYDSL... MAKE SURE TO KEEP THESE THINGS IN MIND:

1. MAKE SURE YOUR COMPLAINT IS DOCUMENTED IN EMAIL. (YOU CAN DO REGISTERED MAIL - BUT THAT MIGHT TAKE YOU AGES!)There are a bunch of liars out there, knowing that they can get away with it. If you transact with them over the phone, it's simply your word against them. ALWAYS ALWAYS HAVE PROOF!!!

2. SCRUTINIZE EVERY DETAIL - Do not stop at face value. When they say they NOTED it. Explicitly as for an EXPLANATION what it means. If their definition of noting is "Yes we hear you, but no we're not acting on that", then you might as well get a CLEAR INSTRUCTION on getting what you need to be done!

3. ESCALATE - Your concerns will never be heard by their pseudo technical support team. All they will tell you is - leave your PC and modem turned on, we will do remote testing... fo 600 HRS... Oh, you might notice that do have different ways of putting that - thanks to PLDT, I have simply gained another 300 pesos on my meralco bill - NOW, ARE THEY GOING TO PAY FOR THAT?! ---- Ha! Don't even think about it - probably when hell freezes over...so what am I saying? NAME DROP IF YOU MUST, ESCALATE TO YOUR FRIENDS WHO KNOWS SOMEONE HIGH UP IN THEIR CORPORATE LADDER, OR SEND AN EMAIL TO THEIR CORPORATE GOVERNANCE.

4. IF THAT STILL WON'T RESOLVE YOUR ISSUE - GO GET A LAWYER AND LOBBY FOR A CLASS ACTION LAWSUIT. When you are ready with this, do count me in!!!!

PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!

PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!! PLDT SUCKS!!! PLDT SUCKS!!!PLDT SUCKS!!!PLDT SUCKS!!!PLDT SUCKS!!!

I would say that out loud over and over again in a heartbeat!!!

I knew it was a bad omen all along. I know I shouldn't have pushed for it, but I did... and I regret subscribing to PLDiTch My DSL shit for the rest of my contract.... Obviously, I would move to any provider on any given day had I not been on a 24-month contract...so if you're not hooked up yet, don't even fall for their stuff too quickly. It's an absolute nightmare the moment you give them your money.

Here is a journal of my encounters with the worst kind of customer service EVER!!!

Monday, March 27, 8AM - DSL Connection Intermittent
Tuesday, March 28, 8PM - DSL Connection Disconnected - DAY 1

DAY 2: Wednesday, March 29
8 AM - Reported to 172
- Advised agent to contact me on my mobile for results of investigation
12NN - No call received.
- Follow up 172
- Advised to turn on the modem for remote testing
- Did as advised - turned on the modem.
- Advised to wait for 24-48 hours

----- no call received between the 24-48 hour timeframe-----

DAY 3: Friday, March 31 (48 hours after)
9AM - Follow up call again with 172
- 15 minutes listening to hold music on the queue
- When someone picked up, I was asked for my number and what the problem was.. I had to repeat my speil again - If my ears could talk, it can repeat what I've been telling the last few agents I spoke with earlier on... For a big telco like them, can't they even have a better CRM to document calls like this?!? or do i really have to repeat myself everytime?!? Truly, this is an absolute lack of concern for their subscribers...
- when someone picked up the phone, the agent advised me that someone called and I wasn't there.... HELLO!?!? Am I supposed to stay at home on a work day until they fix the problem? And worse, they can't even give me a date/time when someone will go there to fix it!!! I gave them my mobile phone for crying out loud and I specifically instructed the agent to call me on my mobile... geez, I don't know if these people are really listening or some people they hire aren't just competent to comprehend what is on the report... or probably THEY JUST DON'T CARE.

10PM - Follow up call again.
- 30 minutes listening to hold music on the queue.
- No response.

DAY 4: Saturday, April 1
1 AM - Follow up call again.
- 30 minutes listening to hold music on the queue.
- No response.

2 AM - Follow up call again.
- 1 hour listening to hold music on the queue.
- No response.

9 AM - Follow up call again
- Advised that modem was malfunctioning
- Report forwarded to technician
- Will get a call after a while

10AM - Follow up call again
- Still no sign of technician but coordinating it

1030AM - Received call from PLDT to check if modem was turned on.
- Was again advised the modem was malfunctioning
- Mel Lumagbas was coordinating with a technician to go to my place to check modem.
- Was advised to wait.

1130AM - Follow up call again
- Still no sign of technician, but is presently being worked out to get someone to my place.
- Was advised to wait.
1230PM - Follow up call.
- Advised to wait in the afternoon.

1PM - Phone rang once and got disconnected.
- Went to a neighbor to test - their phone line is working

130PM - Borrowed a neighbor's phone to call 173
- Was advised that phone line was being checked alongside DSL line
- No indication when it will be fixed but probably someone is already on his way.

430PM - left the house with no DSL and phone line disconnected

DAY 5: Sunday, April 2
12MN - Phone line was back but still no DSL connection
- Called 172 for follow up
- Waited for 1 hour listening to hold music
- NO RESPONSE.

3AM - Called 172 again for follow up
- fell asleep and woke up around 4:17 AM to PLDT hold music buzzing on my speakerphone.
- Again, no response.

9AM - Called 172 again
- No dial tone for 172
- Phone number you are calling is not yet in service

9PM - Called 172 again
- advised that this has been assigned to a certain Mr. Balolong at the Jupiter Exchange
- they don't know when this will be fixed.
- They don't know when a technician will go to my place
- they don't know the person who is running with this request
- they don't know how to contact this person... "it's all in the system". According to the agen, the process is that they will tell their supervisor about it and the supervisor will call the person in charge (talk about bureaucracy and its pitfalls... )
- asked for a supervisor - none available (usual speil huh?)
- asked for the number for tech, they don't have a number (am i talking to robots without a brain? they just told me earlier that their supervisors talk to them!!!)

DAY 6: Monday, April 31PM
- called 172 for another round of follow up
- this has been forwarded to the jupiter exchange blah blah blah
- still no news of any technician
- no phone to the technical group

9PM - Called 172 again for follow up.
- agent was giving me the same bullcrap i've had over the last 4 days.
- asked for a supervisor
- no supervisor was available
- pushed to get a supervisor on the line. (this time i am getting really irked at how lousy and how unskillfully trained these agents are. he even left the phone unmuted and i can hear what they were discussing in the background!!!)
- 2 minutes later, the line went dead.

...waited for a call back - obviously, if they were genuinely concerned they would have called back.

1030 PM - still no call from PLDT.
- called 172 again
- agent won't pass the call to a supervisor.
- advised him that i will not talk to any agent any more
- talked to a supervisor who was obviously MAKING UP that the system was down
- supervisor was making lousy excuses about their totally fucked up system
- obviously he had nothing new to offer. my concern is none of their business.

DAY 7: Tuesday, April 4
10AM - Arrived in Jupiter Exchange.
- Asked to speak with Mr. Balolong or any of the supervisors who can fix my concern.
- Guard checked if someone was there to talk to me and the guard on the other end advised to let me in.
- Walked towards the end of the compound.
- When I got there, the guard informed me that the person has JUST LEFT THE BUILDING for LUNCH at 1030AM!!! how convenient is that?!?
- I was advised to wait there, and nobody cared. They just went on with their lives.
- When the person arrived, he gave me this look like "What the hell are you doing on my building?!?"
- He went past me, over to his desk, which was probably three tables from where I was seated and asked what the problem was with his back facing me.. and yes, HE DID NOT APPROACH ME, NOR WAS HE EVEN ONE BIT APOLOGETIC FOR THEIR LACK OF SERVICE OR ABSENCE THEREOF!!! NOW IS THIS A MANIFESTATION OF RUDITY? OR UTTER LACK OF BUSINESS ETHICS?
- He asked me for my phone number then turned his back against me... I had to repeat if 5x before he went to the back of the office to talk to someone
- When he got back, asked for the name it was listed on
- I gave him my name but it does seem like he has a hearing problem...so i offered to write it in paper
- He handed me the paper where he wrote my number on...when I saw the paper, it became apparent that he forgot to clean his ears this morning... he didn't catch my number correctly!!!
- While I was writing, he even had the nerve to lecture me on how I write - "Baka mabali yung ballpen ko" Fuck that!!!
- he went to the back again, pretended to look something up his computer, then told me to go home. DID I HEAR HIM RIGHT?!? "UMUWI KA NA, TINE-TEST NA YAN!!!" shouting with his back towards me, 3-4 tables away from where I was seated.

I cannot believe how RUDE, UNPROFESSIONAL AND UNCOMPETENT THESE PEOPLE ARE...

At this point, I am short of superlatives to describe the UTTER ARROGANCE AND INDIGNATION I EXPERIENCED FROM THESE WORKERS AT PLDT.

BEWARE OF SIGNING UP WITH THIS BULLCRAP COMPANY!!!
You have better alternatives - better bandwidth and better service from the smaller players in the industry.

Check out:
Bitstop
Globelines
Bayantel

PASS THE WORD AND SAVE YOURSELF AND YOUR FRIENDS FROM THIS KIND OF LOUSY SERVICE. Believe me, you are doing yourselves a favor if you sign up somewhere else...