At least that's what I learned in the past week. In my previous post, I briefly said something about a horrible experience with Globe Customer Service Agents. Looking back, I suppose I was exaggerating. It was not good, but it was not really that horrible.
It started on the 30th of June, when I dialed 211 (every Globe subscriber knows this number by heart) to inquire about the possibility of getting an iPhone 4 since my contract is ending in August. They have this rewards system which gives you all sorts of bonuses after a certain period has gone by - in this case, the end of my lock-in period.
There really was no issue with the first call - everything was straightforward. I could get the iPhone for x amount under my current plan. It would be delivered when I got back from Cebu. Perfect.
Then it was pointed out to me (after I had hung up) that I would be making huge savings on the x amount I needed to pay for the phone if I upgraded my plan. Within 30 minutes of the first call, I made another call to upgrade the plan.
It was all downhill from there. To cut a long story short, I was told that I had to cancel the first application first before I can even turn in the upgrade application. What was supposed to take 24 hours turned out to be days and days. I was even told that it wouldn't be canceled till July the 12th!
I decided to wait, but I got a text message on the 7th or 8th of July that my iPhone was waiting for me at the Globe Business Center I specified. I made the mistake of calling 211 again - it only irritated me, as the agent obviously didn't know what was going. At that point, I realized (as I have often realized before) that these agents are really not equipped to handle certain situations. You can't really blame them. They're just doing what they signed up for. If anything, it's the company's policies/processes that ought to be improved.
Anyhow, as I was out of town then and wouldn't be back in Manila till July the 9th, there was nothing I could do but wait. From the airport straight to the business center (oh, there was a coffee stop in between, of course). At this point I was just frustrated and tired. I was not relishing the prospect of arguing. In fact, I was delaying having to go to Globe and prolonged the stay at the coffee shop. Heck, if someone had asked me to go look at yoga mats, I would have gone in spite of the fatigue from travel.
Thank goodness, the Universe had a pleasant surprise for me. While I was armed to the teeth (psychologically, of course) when I got there, I was immediately disarmed by a couple of sentences.
Globe Lady: "So you had the initial application cancelled and want to upgrade, but the cancellation has not been done? No problem, I'll cancel it and upgrade your plan. You can get your iPhone now."
One happy panda left the Globe Business Center.
Moral of the story: get off your butt and go talk to a person face to face instead of immediately dialing 211.
Now if you'll excuse me, The Girl With a Dragon Tattoo on iBooks is waiting for me.