For the past week or so, I have been experiencing problems with both my net connection and my cellphone signal (both of which are under Globe Telecom) whenever I’m at home. It’s not a problem when I’m somewhere else, like at my work place or at the nearby mall. It’s only when I get home that my signal becomes crappy. As in one-bar or none-at-all crappy. At first I thought that the ongoing construction at our house which led to the Wimax antenna cable being relocated was the culprit, but my cellphone signal is having similar problems and it’s not dependent on that antenna. I also spoke to a next-door neighbor who informed me that she’s having the same problem with her Globe phone whenever she’s at home.
Then came Typhoon Glenda, and it became worse.
Last night, I was thisclose to throwing away Jackson the laptop because of really bad internet. (Note to this blog’s newbies: I tend to give names to my ‘toys’, a trait that I imbibed from hanging out with people who give names to all of their gadgets.) (Note 2: this laptop is named Jackson because it’s the big brother of my work notebook named Winston, in reference to the Tagalog version of My Love From The Star.) So I took the initiative and Tweeted Globe’s customer service account to inquire about the problem.
I spoke to a total of four customer service personnel in a span of a few hours. The last one informed me that maintenance work is currently ongoing in my area, hence the signal problems with both Wimax and mobile.
Tonight, both Wimax and my cellphone miraculously had excellent signals and internet speeds.
I wonder: if I didn’t lodge a complaint, would they have fixed it?
Anyway, what I learned from this experience is, if you’re a Globe subscriber and you have a complaint or an inquiry, the quickest and most responsive customer service team would be the ones on Twitter. I’ve had customer concerns with Globe before, ranging from billing errors to internet connection problems. Talking on the phone would be tedious, and if you’re lucky enough, you might end up yelling at someone in frustration. Going to the business center is out of the question; there’s always a loooooong line of people who most probably have the same problems as you waiting to be served. Somehow, per my experience, all of my past issues with Globe got resolved via Twitter.
Just to clarify: This is not a paid ad by @TalkToGlobe.