Monday, October 4, 2010


PLDT Customer Service sucks, WHY?

1. You cannot pay your bill through cash in their business offices. You have to make your payment through their PLDT payment machine where you will drop an envelope enclosing your payment. This would take time to post as they would check this a day after you pay (payment after 3PM), and would take some time to be posted. You can also make your payment to different bayad centers, but this also would take time since it is a third party. You can pay to their business offices through credit card but may oras eto, sometimes wala hindi pwede dahil offline or wala cashier.

2. If your phone gets temporarily disconnected, expect that after you made payment, you will still wait for days, even a week for them to restore your connection. Even if you call 171, it is useless. Ang sasabihin lang sayo ay "ii-endorse na lang po namin yun complaint nyo, antay na lng po tayo ng 24 hours to 48 hours." Pero lalagpas pa rin eto ng 48 hours.

3. PLDT's system-generated is so slow. Most reasons, if not all, you get from CSR are because they are system-generated, kaya mag-antay nalng.

4. Some CSR in their business offices are not customer friendly. Some do not possess good customer service qualities.

Here is my experience with PLDT Customer Service.

My phone has been temporarily disconnected since Thursday and until now (Monday) it has not been restored even if I settled the whole balance on the same day (Thurs) that my phone was disconnected. They will say that it will be restored 24 hours to 48 hours after you have made payment or after it gets posted. The problem is the posting usually takes 1 or 2 days after the payment because it is SYSTEM-GENERATED.

I made several calls on their 171 hotline to inquire about the reconnection status, but to no avail, because wala silang magagawa but to endorse my problem because again it is system-generated. One more thing, last Saturday, they also cut my DSL line, to think I have made payment two days before.

I went to their business office in Megamall. I talked to their CSR whose name is "John" or "Jean Behasa" (he was the CSR on duty that time, October 3, 2010, 7PM, counter #4). He is so arrogant and walang qualities ng pagiging isang customer service rep. Hindi man lang mag-greet ng good eveninng or what. Iba pa ang tono ng boses mag-sasagot sa mga inquiries ko. Dapat hindi siya sa customer service , dapat nasa backrooom siya nag-wowork because he cannot handle customer complaints. Tanong ko, bakit matagal ang pag-restore ng line to think Thursday pa ako nagbayad, and he said " Wala tayo magagawa dyan kasi system-generated yun, tapos wala daw kinilaman ang payment ko sa tagal ng pag restore ng line." Pano yun, sana hindi na lng ako nagbayad ,wala pala kinalaman yung payment." Hindi man lang mag-apologize sana dahil mabagal ang pagrestore ng line nila.

Inefficient and incompetent customer service. That is PLDT (Philippine Long Distance Telephone Company).