Consumerism: Complaint and Recorded Conversation

On filing your complaint or after-sales concerns over the phone ask first if the conversation is being recorded, regardless what the automated voice response spieled to you while your line is being queued. After you have stated your concerns, ask the phone representative to summarize what you said, including your resolution expectation. Then ask their process and turn-around time. End the call by asking for the service reference number.

Similarly, any complaint or after-sales concerns over the counter, you must ensure it is properly documented. At least one of you should be writing, you can write some bullet points. Ask to be furnished a copy before you leave the establishment or store. If you can't be provided documentation, or if no one will take down notes or give you a copy, give yourself a few minutes to compose a letter of complaint and have them received it and secure a copy of your ticket queue.

Otherwise, whatever promised given to you and all your efforts are doomed.

If you feel there is ineptness or attitude exhibited by the staff, you can immediately demand to speak to the supervisor without blaming anyone, focus on the complaint. This will save all of you time and hassle. And if it looks like the culture is anything but customer oriented and time is of the essence, try to demand this escalated to the direct superior, manager and so on and so forth.

Sometimes, you cannot control the situation, you might get frustrated and irate altogether. You could try to apologize later on and point out at least one good thing you see in what had happened, that both of you learned that similar situation can be avoided by learning from this experience.

Consumerism: Complaint or Demand Letter, and Mediation

Think that salespersons are also human beings, especially the rank and file. Don't fight the pawns. And always be prepared.

There are documents you can utilize when refunding payment for defective products or services.

Complaint letters can save you from arguing to shopkeepers and frontliners - people who are not directly liable for the defective items you bought or services you paid for.

Aside from a complaint letter, a demand letter is also a big help. Demand letters are not just for big companies to utilize to collect from debtors or simple subscribers or even customers, but it can also work against the former.

Both letters should read direct to the point demand and information about the transaction. Companies would tend to take you seriously if a demand letters is signed by a lawyer. I learned that this should be sent first before going for mediation proceedings.

In some mediation proceedings, the complainant and respondent may be asked to sign a paper, a "gag order" in worst sense, for all the parties involved including the mediator. As a result you may experience to be humiliated by the company respondent or representative. You can also be threatened, accused, bullied or name-called during a mediation activity. So, better be prepared and have a lawyer with you if you need to attend one.

Don't fret when you are in the right. And it's best to consult a lawyer before you file a legal suit, even when going for a mediation at DTI or NTC.

Complaint: SmartBro to myBro intermittent connection and throttled speed "Fair Use Policy" etc.

I had problems with our internet service provider SMARTBro, now myBro similar to Ms. jaja's "HARASSMENT FROM SMARTBRO" posted experience, but I won't let them harass me to that extent. I am going to dispute the bill as far as the date of its official "Fair Usage Policy" implementation last April, 2013 to the testing or name change probably last June 2012 and the succeeding possible testing that might have lead to so much intermittent or no internet signal almost everyday!  I am a paying old SMARTBro subscriber and I kept every records.

So, I went to their Store Branch or Wireless Center and was ready to talk with the Manager. But prior to that, several weeks before, I sent another e-mail, with the thread of previous correspondences, asking their customercare@smart.com.ph to make an endorsement to the branch that I will make a visit because they can't answer me correctly nor give me definite answers. I also requested that the branch should have printed the complaint letters and thoroughly read by the manager. That would save me time to narrate all things that had happened so I could concentrate on the results and commitment I expect from them.

I brought with me my optimism, but I was disappointed when I gave my name to the queuing staff. No endorsement whatsoever reached the branch nor any of its staff was aware of my complaints. No complaint letters were printed ahead, and the manager wasn't around. These didn't stop me from voicing out my disappointments. I spent a few hours explaining and narrating the supposed to be escalated complaints. I retained my composure and didn't give them any reason to throw me out of the place.

After I was finished, I was invited to their back office and talked with the OIC. I demanded them to rectify the problems they caused. I had the OIC printed my e-mail, the current complaint letter, and furnished me a signed copy with the OIC's notes to rectify SMART's mistakes. The OIC was very accommodating, although I wouldn't leave without my bill zeroed out there and then. I am not amenable to pay a single centavo and I am not planning to pay the bill in the future because I know the package and contract I signed for more than two years ago. They breached the contract and surprisingly they can't retrieve it anymore to furnish me a copy. I signed a P999 Smartbro Canopy and 1Mbps bandwidth unlimited internet plan. But they didn't clarify that the bandwidth shall be shared by other subscribers before. I chose to overlook that, but not the Fair Use Policy / Fair Usage Policy. I have documents to back my claim up! They never ever even upgraded my internet connection to 2 Mbps last July, 2013 when it was implemented. I have enough technical rebates they didn't process that can pay more than a year's worth of bills! I am not done getting them back.

I did go back to the branch the second time. To solve the problem, I was offered another product: same price, Non-Fair Use Policy/no cap; and up to 2 Mbps. And since I am not willing to pay for anything that I didn't sign for, I demanded a certificate of customer initiated cancellation due to their breach of contract, inept customer service, and after-sales/escalated valid complaint; certificate of non-delinquency; certificate of zero balance; and their apology letter. I got their commitment to give these to me once my SMARTBro is zeroed out, all cost shouldered by them.

I am tired of following up and their turning deaf ears for the past months. These include rebates both for reward points they passed to Telerewards; intermittent connections they didn't attend to nor send technical visits to check; throttled internet connection against the contract; late billing statements; inept after-sales and customer services, etc. The reason they declined to pay me back the reward rebates was unacceptable because it was supported by complaint letter and hotline *1888 service report numbers complained before they expired. Later on I had sent the same via e-mail and to record the months there were intermittent connections or no signals and each corresponding service report numbers. All they need to do is review the advice they got a day before any site maintenance or upgrade was made that may affect the internet signal. So I demanded another dispute for the reward and technical rebates for them to file and monitor and later on update me and send the minutes to my e-mail address.

Why it is my second visit to the branch and finally met the manager and we talked! I spoke more than her.

Last week, the technician had visited my installation address and I talked to the admin contractor using the technician's cellphone. They both reported the Smartbro/myBro canopy for termination and change to another product, while they gave me a temporary internet connection. Up to now, there's no update from the branch. Promises broken. Strong rain and wind and flood came after. My next move, NTC.

I will elaborate the above complaints on the comments area as soon as I have updates and time to write them.

For your further readings:

(1) Smart Bro Internet slows down; blame it on ‘Fair Use Policy’ Wednesday, July 31, 2013 05:50:03 PM or read it via mindanaoexaminer.blogspot.com

(2) Filing an NTC consumer complaint by Janette Toral dated 15 July, 2008 1:20am

(3) DTI Frequently Asked Questions No Return, No Exchange

Updates:


You might like to read this post I found and just read yesterday. It's similar to what I experienced in terms of horrible after sales and customer service. CyberGod wrote "Smart Bro Wifi the biggest..."   You might think why I am not writing about how I spent the last three years following up my complaints. So, I just read yesterday and I thought to comment there, but better to comment on my own blog so you won't find my comments roaming from one blog to another. Once is enough.

If you reported to NTC or had good enough dispute reasons to somehow deserve a call from customer service, you may want to read "Slow Internet Connection from Smart Bro due to Fair Usage Policy" by Jean Monique Sanchez.

Aug 31- SMARTBro Fail-Close-Disconnected

Sept 01 - called *1888 CSR advised to proceed to branch for filling up application for Smartbro/myBro migration to Wimax. Confirmed Wimax up to 2 Mbps and Non subject to Fair Use Policy

Sept 02 - went to branch filled up application form and furnished customer copy - none fair usage policy -opt out 24 months lock-in period if I experience another throttling or intermittent connections - zeroing out of my Smartbro Total amount due because of the fair usage policy.

Refer to Mr Dan C. Ibarra's letter about absolute no difference in package from Smartbro to mybro. A filler in billing statement I found.

Sept 10 WiMAX was installed, but to date, my rewards rebates, technical rebates, and zeroing of balance were not yet totally resolved, but there were already certain adjustments. Fillers to the following processes, it took me several calls and demand to talk to supervisors and managers just so they will be thoroughly knowledgeable to what the problems really were on my Complaint: SmartBro to myBro intermittent connection and throttled speed "Fair Use Policy" etc.

October 24 - my Smartbro Canopy is now overpaid by Smart! What's happening? - so I need certification and Billing statement that my balance is zero. I don't need an overpaid balance. It's all yours Smart! - My rewards points for more than several years were "reconsidered" for rebate. Wow! The result came after more than three years of aggravated complaint.

But my technical rebate was used and tagged as "goodwill" to pay the FUP Monthly Service Fee! That's disputable. You changed the package I signed for my dispute. Now, pay back my technical rebates for the past years. My good credit standing might have been tainted because of their neglect to process my rewards points on time and offer the migration earlier before FUP took effect. They're trapping me to the lock in period of Mybro WiMAX when it's a solution they offered. I didn't ask for that, I demanded them to rectify their horrible mistakes. I don't even know what WiMAX is that time. Their offer if I disconnect now?... waived pre-termination fee and two (2) MSF refund!

Gadget Review: Albite Reader 2.2 and Lenovo P50

My sister gave me a Lenovo P50 cellphone she won in a raffle from one of their company activities abroad. I love reading eBooks so I researched online which reader was compatible for its Java application. I am ecstatic to discover Svetlin Ankov's free Albite Reader 2.2 non-touch version. He has his own website Albite Books.

Among the features I really like for my sensitive eyes include the anti-aliased bitmap font.

Second, the easy free dictionary look up. It's slow and dependent to my cellphone's speed specs, but helpful enough.

Third, there are portable book setting and access storage via micro SD card capability. But it's easier to scroll down and access my eBook files including EPUB and txt files when I store them in their own separate folders by Author.

Fourth, cover images can be seen if they are small enough or compatible.

Last, is the vertical and horizontal scrolling, because one of the downside of Lenovo P50 is its brittle keypad. There are several options which key to use for scrolling.

I don't like watches because my wrist skin is sensitive from things wrapped around it and because of the above reasons, I learned to like this cellphone. It's very handy with its 240 x 320 screen.

I am looking forward to Ankov's Albite Reader 3. Unfortunately, I accidentally dropped my Lenovo P50 by the rocky seaside and got wet and damaged last March, 2013. I really love that cellphone. I'll be happy to get one again.

Ankov has a lot of grateful user for his invention, including myself. A lot of people can't afford cellphones and apps, and even live in countries who ban certain books. These people may access such with their compatible cellphones that runs Java games. I can't help but tell him my gratitude and was happy that he replied as well!