Guest tyrone_q Posted August 1, 2003 Report Share Posted August 1, 2003 Hi peeps! Just wanna share my experience with SMART Philippines. I find the rates of GPRS are quite expensive so I decided to surf using dial-up. I inquired if this is within my free minute allocation (210 minutes). 2 reps assured me of such. So, having some assurance, I used the dial-up feature of my phone. Then my phone's stk service (addict mobile menu) automatically updated! Added that car crazy option which automatically initiated my dial-up connection. When I woke up, I saw my phone still connected. I though it was alright since I'm still in the free minutes. But, no!!! When the bill arrived, there was a separate field for my data/fax calls! I said, "what the ....?!?!?" So, I went to a SMART wireless center. The guy there who assured me can just apologize for the misinformation he gave me. Can his apology pay for my bill?!? I just hate it when I am misinformed!! Don't you? Just a bit of warning people.... Hope you guys won't get scammed like me... take care now.. Link to comment Share on other sites More sharing options...
Guest mortenharkett722 Posted August 1, 2003 Report Share Posted August 1, 2003 I am not sure if Smart intends to mislead some of their customers or they simply have ineffecient customer service. During my first few weeks of phone use, I asked the customers service how much is the rate for sending long messages. The girl assured me that it was "per sending" not the "number of characters." all the while I thought I could send a 500 character text and be charged at 1.00, i was wrong. the per sending she meant was per 160 characters! I think Smart should rename its company to OUTSMART TELECOMMUNICATIONS Link to comment Share on other sites More sharing options...
Guest ppcsurfr Posted August 1, 2003 Report Share Posted August 1, 2003 Give them some room guys. I know you really hate getting the wrong info... hell, I too wouldn't want to find myself in such a predicament with 8+ hours logged in without knowing it... But here is a tip so that you don't feel that bad the next time around... 1. Do not rely on *888 or any over the phone Customer Care Officer. 2. Do not take their word for it and demand a hard copy. Read it and understand it. If you can't ask them to make sense out of it... if they can't, ask for someone higher up... Here is the deal. These guys are not trained to handle one kind of phone alone... they're trained to handle all the phones available... and just imagine how many those are. Don't expect them to be experts. SMART keeps on changing it's plans depending on the type of account... Addict Accounts use a different plan as compared to SMART Gold plans... which are also different fromt the SMART Gold Consumable Plans which include Dial-up access in the free minutes. Always ask for the latest hard copy... they can photo copy it for you. Don't expect them to be techies like us... because they're not. Mabuhay! ~ Carlo Link to comment Share on other sites More sharing options...
Guest Rolandml Posted August 1, 2003 Report Share Posted August 1, 2003 Give them some room guys. I know you really hate getting the wrong info... hell, I too wouldn't want to find myself in such a predicament with 8+ hours logged in without knowing it... But here is a tip so that you don't feel that bad the next time around... 1. Do not rely on *888 or any over the phone Customer Care Officer. 2. Do not take their word for it and demand a hard copy. Read it and understand it. If you can't ask them to make sense out of it... if they can't, ask for someone higher up... Here is the deal. These guys are not trained to handle one kind of phone alone... they're trained to handle all the phones available... and just imagine how many those are. Don't expect them to be experts. SMART keeps on changing it's plans depending on the type of account... Addict Accounts use a different plan as compared to SMART Gold plans... which are also different fromt the SMART Gold Consumable Plans which include Dial-up access in the free minutes. Always ask for the latest hard copy... they can photo copy it for you. Don't expect them to be techies like us... because they're not. Mabuhay! ~ Carlo Yes you are right Carlo...but they have all the resources for their service and they can provide all the information regarding their service... just my 2 cent :roll: Link to comment Share on other sites More sharing options...
Guest tyrone_q Posted August 1, 2003 Report Share Posted August 1, 2003 Well.. I am a support person as well and we handle different types of clients. We make sure that we give out the CORRECT information. If ever we did not, we make sure we give out a refund if it's indeed our fault. We do not just apologize. I don't think there should be room for error in giving out rates. I'm not asking support for my phone. I'm asking information about their rates! I spoke in person with them. I asked to be re-assured not just once. I'm not stopping here... It may be trivial but if you accumulate all the scammed customers, it will amount to millions, don't you think? I've spoken with my lawyer and ask about the matter. We will do something about it. This is not good at all..... they should relay the correct information! I shouldn't have switched.... :cry: Link to comment Share on other sites More sharing options...
Guest dinoalbert Posted August 2, 2003 Report Share Posted August 2, 2003 tyrone, please update us from time to time on this case.... Link to comment Share on other sites More sharing options...
Guest mortenharkett722 Posted August 2, 2003 Report Share Posted August 2, 2003 Smart is a service oriented company, that is why they should give quality service. If Smart keeps on changing their plans to give their subscribers "BETTER" service, then why not they inform them thru SMS? if they can send us with crappy ads like new tones, wallpapers, logos, raffle promo, etc, why not send them their latest plans and charging rates? Link to comment Share on other sites More sharing options...
Guest v3il Posted August 2, 2003 Report Share Posted August 2, 2003 they may be trained to handle all types of phones, but they should SPECIALISE in the smart amazing phone, after all it is their product, and they should know it by heart. no one else will support the unit. no excuses. smart messed up big time. tyrone, wasn't your call with smart recorded? I'm sure you can use that as evidence. and if they lost it... Hmmmmm... Link to comment Share on other sites More sharing options...
Guest mariolouis Posted August 2, 2003 Report Share Posted August 2, 2003 @v3il i think he went to a wireless center. well, other network providers aren't any better. globe has more stupid and big-headed CSR's. Link to comment Share on other sites More sharing options...
Guest tyrone_q Posted August 2, 2003 Report Share Posted August 2, 2003 Sure! Will update you guys! Other telcos have their own flaws as well but I have never had a chance to be misinformed. In fact, I was assured many times that what I was doing was within my allocation. I'm afraid there wasn't any recording because I always go to a wireless center because you really won't get a hold of a CSR through the phone. It'll take you forever before you do! And their e-mail reps will reply to your queries/complaints after a month. Thanks for your replies peeps! Good day to you! Link to comment Share on other sites More sharing options...
Guest ppcsurfr Posted August 2, 2003 Report Share Posted August 2, 2003 they may be trained to handle all types of phones, but they should SPECIALISE in the smart amazing phone, after all it is their product, and they should know it by heart. no one else will support the unit. no excuses. smart messed up big time. tyrone, wasn't your call with smart recorded? I'm sure you can use that as evidence. and if they lost it... Hmmmmm... Let me correct you here... It is NOT their product... it is HTC's product... the OS is Microsoft's product. Big dif there. You want to know more about it? Go to a tech person with background on Windows Mobile devices... Mabuhay! ~ Carlo Link to comment Share on other sites More sharing options...
Guest ppcsurfr Posted August 2, 2003 Report Share Posted August 2, 2003 Let's be realistic here... I have not yet gotten myself in any trouble due to misinformation given by a SMART Customer Care Officer... Why? Because I ask the right quaestions. Whenever I ask them a question, I always ask them to make sure of it and to back it up with a hard copy... or if over the phone, read out what is written on the hard copy. I read the SMART Addict plans and it clearly stated Voice Calls are indeed within the free minutes... but it did NOT inclde any other thing like DATA or FAX... if it isn't there... it is not included... Simple. Under Data it states GPRS... definitely not CSD... It's all there... If you misunderstood it, then no one can help. So whenever you go to a SMART Wireless Center, ask for th sheet of paper that describes the breakdown and charging of the different services offered... This way, if anything goes wrong pa rin... you are holding on to something which can be used to support your claims... Mabuhay! ~ Carlo Link to comment Share on other sites More sharing options...
Guest pyke Posted August 2, 2003 Report Share Posted August 2, 2003 v3il wrote: they may be trained to handle all types of phones, but they should SPECIALISE in the smart amazing phone, after all it is their product, and they should know it by heart. no one else will support the unit. no excuses. smart messed up big time. tyrone, wasn't your call with smart recorded? I'm sure you can use that as evidence. and if they lost it... Hmmmmm... Let me correct you here... It is NOT their product... it is HTC's product... the OS is Microsoft's product. Big dif there. You want to know more about it? Go to a tech person with background on Windows Mobile devices... Mabuhay! ~ Carlo _________________ PinoyPocketPC - Mobile Computing for Filipinos The Philippine Users Group for Pocket PC, Smartphone and Tablet PC users www.pinoypocketpc.com www.ppcw.net i understand your point.but tyrone's concern does not have anything technical to do with the smart amazing phone. tyrone's concern pertains to billing and services, which SMART's customer care people should know by heart coz thats what SMART comm is paying them for. i've been, many times a victim of misinformation by the customer service people of smart. most of the time, they feed you with wrong information just to shut you up. by the way, i work in an international call center. our company provides customer service to american-based companies. as far as customer service is concerned, MISINFORMATION is the biggest no-no of all no-no's. Link to comment Share on other sites More sharing options...
Guest tyrone_q Posted August 2, 2003 Report Share Posted August 2, 2003 So.. I asked the wrong questions then? The reason why I asked is because I did not find CSD/dial-up rates in the "Sheets!" I believe I am not that stupid to assume something not in the "Sheets!." I was assured two times, take note, two times by two people! I explained how I access the Internet to the CSRs like they were 4 year olds. As I've said, I provide support also. We always double check on the information we give out. Link to comment Share on other sites More sharing options...
Guest tyrone_q Posted August 2, 2003 Report Share Posted August 2, 2003 Ey hottee_male! I couldn't agree with you more! With a clientele of more than 30 million, we could not afford to give out wrong information. Link to comment Share on other sites More sharing options...
Guest jabez Posted August 3, 2003 Report Share Posted August 3, 2003 Right now, I just don't know how to feel about SMART. My emotions have evolved from disgust, frustration, anger, hopelessness and all the other stressful feelings one could have. I was better off when I was using the Buddy, no hassles. But when I switched to the Addict Mobile plan just to get a Smartphone, all the problems came in. I am always redirected because I always "exceed" my reduced credit limit of Php 1,500. Why? Is it because of careless use of the phone? NO! It is because, up to now, SMART has not posted my initial credit card payment of P 1,335. So, the moment I spend about 200 pesos, I am cut off. What do you call service like this? Hanggang kailan ko puwedeng tanggapin yung sinasabi nilang "Sorry po, Sir, hindi pa po nakapasok sa system". Link to comment Share on other sites More sharing options...
Guest ppcsurfr Posted August 3, 2003 Report Share Posted August 3, 2003 Right now, I just don't know how to feel about SMART. My emotions have evolved from disgust, frustration, anger, hopelessness and all the other stressful feelings one could have. I was better off when I was using the Buddy, no hassles. But when I switched to the Addict Mobile plan just to get a Smartphone, all the problems came in. I am always redirected because I always "exceed" my reduced credit limit of Php 1,500. Why? Is it because of careless use of the phone? NO! It is because, up to now, SMART has not posted my initial credit card payment of P 1,335. So, the moment I spend about 200 pesos, I am cut off. What do you call service like this? Hanggang kailan ko puwedeng tanggapin yung sinasabi nilang "Sorry po, Sir, hindi pa po nakapasok sa system". Jabez, ganito lang yan... Credit Limit... PhP1500. Plan: PhP1335. Difference... less than PhP 200... If you pay as soon as you reach the cut-off of the billing... hindi ka dapat ma riderect... Now why is your credit limit so close to your MSF? As a fail safe precaution of SMART... Solution? Double the credit limit to Php 3000. How? show them yor ITR or any supporting documents that are needed and increase your CL. Mabuhay! ~ Carlo Link to comment Share on other sites More sharing options...
Guest ppcsurfr Posted August 3, 2003 Report Share Posted August 3, 2003 i understand your point.but tyrone's concern does not have anything technical to do with the smart amazing phone. tyrone's concern pertains to billing and services, which SMART's customer care people should know by heart coz thats what SMART comm is paying them for. i've been, many times a victim of misinformation by the customer service people of smart. most of the time, they feed you with wrong information just to shut you up. by the way, i work in an international call center. our company provides customer service to american-based companies. as far as customer service is concerned, MISINFORMATION is the biggest no-no of all no-no's. Read my comment... and the previous message it was directed to... I was replying to v3il's post. As for the services offered by SMART, it is true that the Customer Care Officers should know this by heart. But this incident should also serve as a learning experience on how not to take their word without double checking or asking for a hardcopy. Mabuhay! ~ Carlo Link to comment Share on other sites More sharing options...
Guest mariolouis Posted August 3, 2003 Report Share Posted August 3, 2003 @jabez know what? i got the same problem. my credit limit was 1500 and my plan is 1335. i've got redirected myself when they thought i exceeded my credit limit coz i didn't pay the initial 1335. i only incurred 500pesos in my bill. you should have paid the initial 1335 or better yet, pay your outstanding balance asap. then whine.. otherwise, use globe instead. Link to comment Share on other sites More sharing options...
Guest mariolouis Posted August 3, 2003 Report Share Posted August 3, 2003 so do you have proof? a hard copy like carlo was talking about perhaps? if not, then there's nothing we can do about it. whine forever, there's nothing you/i/we/your lawyer could do about it. sori bro! btw, my credit limit is up now. 5,000pesos. Link to comment Share on other sites More sharing options...
Guest pyke Posted August 3, 2003 Report Share Posted August 3, 2003 Read my comment... and the previous message it was directed to... I was replying to v3il's post. As for the services offered by SMART, it is true that the Customer Care Officers should know this by heart. But this incident should also serve as a learning experience on how not to take their word without double checking or asking for a hardcopy. Mabuhay! ~ Carlo yes, a hard copy would be nice but their words are supposed to be enough considering their being frontliners of SMART. if you'll always have the need of asking for a hard copy then that is an indirect admission that the customer care of SMART is a bigtime screw up,isnt it?tell me, do you always ask for a hard copy because you yourself know for a fact that they misinform subscribers, bigtime? Link to comment Share on other sites More sharing options...
Guest pyke Posted August 3, 2003 Report Share Posted August 3, 2003 Right now, I just don't know how to feel about SMART. My emotions have evolved from disgust, frustration, anger, hopelessness and all the other stressful feelings one could have. I was better off when I was using the Buddy, no hassles. But when I switched to the Addict Mobile plan just to get a Smartphone, all the problems came in. I am always redirected because I always "exceed" my reduced credit limit of Php 1,500. Why? Is it because of careless use of the phone? NO! It is because, up to now, SMART has not posted my initial credit card payment of P 1,335. So, the moment I spend about 200 pesos, I am cut off. What do you call service like this? Hanggang kailan ko puwedeng tanggapin yung sinasabi nilang "Sorry po, Sir, hindi pa po nakapasok sa system". worse thing is, they always have to add the total unbilled and the outstanding balance,which will definitely exceed the credit limit. the total unbilled shouldnt be considered yet, since its them who keep saying that the unbilled is unofficial yet.as far as i understand, hindi pa dapat considered utang kung unbilled pa lang Link to comment Share on other sites More sharing options...
Guest ppcsurfr Posted August 3, 2003 Report Share Posted August 3, 2003 yes, a hard copy would be nice but their words are supposed to be enough considering their being frontliners of SMART. if you'll always have the need of asking for a hard copy then that is an indirect admission that the customer care of SMART is a bigtime screw up,isnt it?tell me, do you always ask for a hard copy because you yourself know for a fact that they misinform subscribers, bigtime? Dude... better to play it safe rather than go on and on falling victim to "misinformation". No matter if it was intentional or not, every such misinformation can and will cost you either money, or waste of time. Think of the piece of paper as a contract... it is a binding agreement. As for the CCO, they're only human. The misinformation may not have been done intentionally, the CCO may have misunderstood it, he may not have been briefed on CSD services... which is normally the case... Since Internet is always referred to as a GPRS connection, etc., etc., etc. In any case, this serves as a warning and a learning experience. You can either learn from it and be more careful... or find yourself or anyone inolved for that matter, in a bind once again. Mabuhay! ~ Carlo Link to comment Share on other sites More sharing options...
Guest dinoalbert Posted August 3, 2003 Report Share Posted August 3, 2003 to summarize it all... we can not rely on Smart CS knowledge on these things...they are unreliable as far as the Smartphone is concerned.... thats a fact, and no one can deny that. So the best that we can do is learn from these bad expereinces, learn from the expereiences of the others here like tyrone.....lets just hope that Tyrone will update us here on what happens on his case so we can learn from it. Link to comment Share on other sites More sharing options...
Guest tyrone_q Posted August 3, 2003 Report Share Posted August 3, 2003 ....he may not have been briefed on CSD services... which is normally the case... Since Internet is always referred to as a GPRS connection, etc., etc., etc.... Mabuhay! ~ Carlo Ey ppcsurfr! You still think I asked the wrong questions?!! I am sorry but I really did not like the way you phrased it. Trained or not, the persons I spoke with said they had to ask their I.T. personnel for confirmation about this... I waited then they came out with the answer... I really wish their I.T. personnel are fully trained!! Maybe they misunderstood what their I.T. people told them.. Ey dinoalbert! The ball will start rolling tomorrow... Take care guys! Link to comment Share on other sites More sharing options...
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