PLDT CUSTOMER SERVICE SUCKS

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).

PLDT Watchpad Failed

Last week, when I learned that PLDT will have the Pacquiao-Cotto fight in their new PLDT watchpad, I registered immediately as it would only be available for those PLDT myDSL subscribers who would register before November 7, 2009. I downloaded all the necessary softwares so it would be ready for today's fight of Pacquiao; moreover I tested the watchpad days before.

I woke up today at around 7:30am to set up my PC as the fight will be shown at 9:00am. But as expected by many subscribers, there had been too many technical problems experienced earlier this morning. When it was already 8:00am, I could not connect with the watchpad, although my internet connection was, at that time, running smoothly. I checked one forum site to check if some subscribers also experienced some problem, truly there were people in that forum complaining. I called 171 and after 50 minutes I was able to speak with the CSR. The CSR told me that they were resetting something to have a better streaming and it would be solved before 10am.

After several attempts to connect with the watchpad, nakapasok ako at may streaming na ng fight (undercards) but the buffering would take 15 minutes to 30 minutes, and sometimes ma-didisconnect ako sa watchpad. Nun main fight na, hindi na ako nakabalik sa connection. Yun replay na nalng nung fight ni Pacquiao around 1:00 pm smooth na connection, tuloy-tuloy na.


Maraming subscribers pala ang nakaranas nito kahit yun dsl plan nila ay 1299 or higher. It was a total failure for PLDT again, lagi na lang may problema sa DSL nila, although this watchpad is an extra service, but they advertised that they will bring the fight live, and they are upgrading their system for this, at they have this condition na dapat mag-register before November 7 to see the fight, kayo yun mga subscribers nag-register before that time, yun iba nga siguro hindi na pumunta sa mga sinehan or bars o san pa man, dahil alam nila na meron sa PLDT watchpad.

PLDT should have anticipated the number of subscribers na manonood nito, alam naman nila kun ilan ang subscribers nila, at kun ilan dito ang nag-register sa watchpad before Nov 7. Kahit saan talaga ang PLDT pag may problema ang phone line and/or dsl, hindi agad maaksyonan. Kung mawawala and dial tone mo, asahan natin na linggo ang lilipas bago ma-restore ito uli, at pagtumawag ka sa 171, laging sagot, ginawan na po namin ng report, or minsan ina-upgrade lang po namin ang system, kaya ganun...

Eto pa, yun PLDT 171 hindi 24 hours, matagal na nga maka-contact hindi pa 24/7 , yun technical prob lang ang 24/7. Pero kahit 24/7, kun gabi na or madaling araw ka tumawag, wala rin magawa, kinabukasan pa ma-en-endorse.

Eto pa isa pa, yun mga business offices nila. One time pumunta ako sa PLDT megamall, dahil hanggang 8pm sila or minsan 9pm sila, expected ko pwede ka pa mag inquire sa customer service nila or pwede pa ang bills payment before 8pm or 9pm. Dumating ako ng 7pm dun, hindi na ako pinapasok ng card, wala daw transaction tinatapos na lang nila yun mga tao sa loob, what I thought 8am ang close or 9 pa, pero 7pm hindi ka na pwede magbayad or pumunta sa customer service nila... ganito rin sa SM North, at sa SM Cubao pldt business offices.


TO PLDT, please improve your services to your subscribers., masyadong low ang customer service niyo...