Attica! Attica! Al Pacino in Dog Day Afternoon
Monday morning I get a call from the head of corporate communications at Globe. She admits that there are technical problems with their broadband product and asks to meet me.
I know what you’re thinking, so I’ll save you the neural traffic.
You: Jessica, you’re a media person so they have to talk to you. What about us ordinary consumers, are we going to get calls from corporate communications?
Me: Yes. No.
Around 4pm I meet with two managers from Globe. They are already aware of my complaint, and offer copious apologies. Essentially they admit the service is crap, though the word is not used.
You: You’re scary so they have to agree with you. What about us ordinary consumers who do not threaten Red Army Berlin 1945-scale wrath?
Me: Yes. I don’t know.
According to the reps, Globe systems were gravely damaged by typhoon Ondoy, and they are currently making repairs. They call it “recovery work”. They say this accounts for the slowness or nonexistence of a signal.
You: Yeah, right.
Me: Things I might’ve been told when I first made my complaint, thus heading off the unpleasantness.
And what of the disappearing load? Ah, the crux of the matter. It is supposedly the same problem that afflicts Globe postpaid subscribers who surf the internet with their phones, unaware that they are being CHARGED PER KILOBYTE. The charge is P5 for 15 minutes IF you are in Time-browsing mode. However, the Prepaid kit is automatically set to charge you PER KILOBYTE. You have to text TIME to 111 to have them change this to Time-charging.
Who charges per kilobyte?!?! The Globe reps say gamers prefer this as it saves them money. (Could a gamer confirm this, please. Update: See comments. A gamer explains why this argument is crap.) Why, when I installed that new prepaid SIM, was I not informed that I am being charged per kilobyte? (My postpaid SIM is on Time-browsing mode. I had assumed that prepaid, being presumably for the budget-conscious, would offer the more customer-friendly option. Na-ah.)
Nowhere in the package does it say, “We’re automatically going to charge you per kilobyte!” In the printed materials that come with the SIM, there is a section, “How you will be charged”. It goes on to say, “P5 for 15 minutes.” There is no mention of having to shift to Time-browsing.
The Globe reps say they need to work on educating the public about the difference between the two rate options.
For starters, they could print it on the package so users are not “inadvertently” suckered.
So. Official explanation as to why I was charged P165 for 12 minutes of a bad connection: kilobyte charging. But I couldn’t access anything in those 12 minutes since the connection was averaging 0.00 kbps!
The Globe reps say it all goes back to the recovery work that is being done on the systems damaged by typhoon Ondoy. They add that by early November there should be a dramatic improvement in the service.
You: Eyebrows shoot off the top of your head and go into orbit.
Me: So it’s true that the service right now is crap, but it’s supposed to get better in early November. This does not fully explain why the gadget works efficiently with my postpaid SIM, but we’ll see.
Then the Globe reps give me a new broadband kit, SIM, and prepaid cards to replace my vanished load.
You: Well, where’s my replacement kit, SIM, and prepaid load?
Me: File under “intrinsic unfairness of life”.
You: What, no Titus Andronicus even?
Me: Face it, anything less than a bloodbath will disappoint you. However, you now have the urge to check out Shakespeare’s lesser plays.
I’m going to test this new unit, then observe whether there is an improvement in the service by the first week of November. However, I cannot stop you from fulminating about worthless pieces of crap that you have shelled out good money for. Send me the horror stories, I will send them on to those who should be horrified.
* * * * *
22 October. Yesterday we received three comments in a row defending Globe and denouncing the manner of my complaining as “bastusan”, “You made us look like angry teenagers”, “kinda harsh…they didn’t exactly force you to use their products.”
Readers are entitled to express their opinions, but the arrival of three consecutive pro-Globe comments from members who only recently registered on the site, all using gmail addresses, and their admonition that we be kind to a huge corporation that spends millions in advertising the product in question, makes us suspicious. Also, they are clearly new to the general tone of this site.
If we are wrong and these readers are genuinely concerned (or just genuine), lashings of apologies. Rest assured that your opinions have been delivered.