torsdag den 18. februar 2021

Are Globe so desperate, that their support have to lie to the customers to keep them?

So we all know that Globe do very strange things all the time, and that sometimes that backfires. this time I were trying to get Globe to improve tha internet connection in our area as it always get discriminated than other areas in Puerto Galera. I can prove that Globe can deliver, they just don't - in fact they lower our speed down to almost nothing, if no one complain. But that is not what this story is about.

While trying to get the support team on Twitter to recognize the problem and increase the speed they had me go through all the hoops of troubleshooting, and I had to (again) tell them that I have worked IT for over 35 years and already done all the troubleshooting and that it were not my router nor the external antenna that were the problem. Then they looked at my routers phone number and realized that this were a pre-.paid number and not the one that came with my router, and here comes the juicy part.

The Globe support member actually tried to have me believe that the modem/router might break if I used another SIM card.

talk2GLOBE
Feb 12, 2021, 5:31 AM"
 
 
I asked him/her, they don't provide names, who told them that, because it's not true that your modem/router will break if using another SIM. I asked if I put that question to Huawei then they would agree with Globe support or if the support team would like to change that statement. They didn't!

And later the lies continued:

talk2GLOBE
Sat 11:19 AM"
 
That is not true either, the Pre-paid SIM cards Globe are selling are all LTE capable and can reach the same speed as the ones that comes with the Modem/router.
 
So my question: Is Globe so desperate to keep their customers that they feel the need for their support team to lie to the customers, to scare them? Or is it an initiative taken by the support team, all by themselves? 
 
Either way, the support team is a representative of Globe, and as such they speak for Globe, their actions are Globe's actions.
 
 If Globe really want to keep their customers, then they should put a stop to this immediately and improve the service level and speed in all areas, not just the ones they think are important - right now we have very few tourists here in Puerto Galera, due to COVID-19 restrictions. So having the tourist areas have up to 300Mbps speed and other areas suffer, makes absolutely no sense at all.

And if they already proven they can deliver up to 25Mbps in the daytime and up to 50Mbps in the nighttime, why is is that they can't make that a permanent solution, but instead they keep decreasing that speed to almost nothing and increasing if someone complains enough.

Do they only have a certain amount of speed that they have to shuffle from one place to another, in order to supply if someone complains? Like Kalah.


It seems to me that Globe like Kalah takes speed from one area and give to another area to comply with complaints. Do this behavior comply with the rules of the Philippines, I doubt that very much. 

So Globe up your service and make sure you support don't lie to the customers!


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