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How SMART Customer Service and Its "Retention Program" Lost a Subscriber

Stupefied.

That's how I felt after a harrowing experience with Smart.

It's ironic if you think about it. Their Twitter handle is @SMARTcares. Even a 2-year-old would know it implies that SMART cares.

But, whom does SMART care for? Its customers or itself?

This is the story of how SMART lost me as a subscriber. A subscriber who very much wanted to continue using SmartBro.

WARNING: Long story in spite me saying I am stupefied (which I still am, actually)

Tough Luck

Sometimes I really think that I have the worst luck in the world - at least when it comes to customer service. You know how I have been whinging about my Internet connection for the past weeks. I thought that my troubles were over when the guys from Globe came over yesterday and hooked us up. The connection was great.

Until around 4:30 this afternoon, that is.

The connection went down. I called customer service. They did basic trouble shooting which I already did before I called them. They couldn't fix it. They said the cabinet was probably down. They will file a report. Follow it up.

I called again a few minutes ago. Same thing. Tech will work on it and it should be up in 24 hours, 5 days max.

I don't believe this, really. Why does it always happen to us? I am on the slooow Smart Bro now. Should I keep it as back up?

On a positive note, we worked on our budget and it looks pretty good. We just need to stick to it and we're already running into rough waters. ;)

Smart Bro Woes

I was planning on working for a couple more hours but the speed of my Internet is just not making it possible. I am getting some work done but at a pace that is just making me irritable. I would be better off getting some sleep. BUT before that, let me let off steam...

There is no excuse for rudeness. I wonder if that guy from Smart Bro knows all about customer service.

You see, we have been having problems with our connection for 2 or 3 weeks now. I have called several times to complain but it was only last Wednesday that someone actually came over to fix things. Unfortunately, they did not do any good. True, they changed the antenna. They said they increased the parameters gave me all that technical drivel but the fact is that the we still have to wait several minutes for a single page to load!

So the technicians called the RG office of Smart Bro - whatever that means. Unknown to the guy they were talking to, he was on loud speaker and I could hear every word that he was sayin…