As one of my favorite newsletters shares:
“Old economy fog is clearing: no longer can incompetence, below-par performance, ignored global standards, anti-social & anti-eco behavior, or opaque pricing be obscured. In its place has come a transparent, fully informed marketplace, where producers have no excuse left to underperform. TRANSPARENCY TYRANNY for some, TRANSPARENCY TRIUMPH for others.”
Here’s a quick update on that Globe Visibility complaint. Through the help of a guardian angel, my formal complaint reached Lance Martinez, the head of Globe’s Customer Engagement group. He then promptly replied to my complaint letter.
Apologies were sent and he said that he “shall look into this problem immediately and determine the cause of the deterioration of the Visibility service.” My account will also be adjusted and that I “need not pay one cycle of the monthly service fees.”
Just five minutes ago, John from the Globe Mobile Help Desk called me up to personally inform me about this waived one month fee and that they will be getting back in touch with me once they understand what is causing Visibility’s slow browsing speed.
I appreciate how they proposed to resolve my complaint. The absence of their speedy service this May should definitely not be paid for, and I am glad that they understood where I was coming from. Still, this is only one part of a bigger picture. Shouldn’t they also do the same for other customers who encountered this deterioration in their service? And I still requested for a thorough explanation of the causes and implications of Globe Visibility’s current deterioration once this is clear on their part. Transparency really is key.
The refund is a semi-triumph for me, as I would still like to be enlightened on what’s going on. Until that is completely resolved, this remains to be a case for transparency tyranny. Let’s see what the next chapter of this Globe Visibility will bring. I sure hope it’s a happy ending.
Hi! I'm Toni Tiu,
and I've been blogging at
at Wifely Steps since 2003. This started as a blog to help newly weds adjust to married life. It has evolved into a home and parenting blog. I write about things close to my heart -- good eats, good reads, family, marriage, and the little things that make everyday happy.
ruth
May 23, 2007 at 6:56 pm (17 years ago)if they really want to be fair, they should offer rebates or waived fees for ALL subscribers affected, not only those who blog about it.
pinayhekmi
May 23, 2007 at 11:20 pm (17 years ago)Happy Ending wishes from me too.
Meeyagirl
May 24, 2007 at 1:06 am (17 years ago)agree ako with ruth. just because some people aren’t as vocal about it, it doesn’t mean they aren’t affected. congrats on this semi-triumph! good luck for the next round.
Istik Online
May 24, 2007 at 10:34 am (17 years ago)They are not offering this rebate or waived one month fee to everyone. I think you should have a connection to the higher ups of Globe Telecoms to get this offer. Sadly until now they still can’t resolve this problem and the way I look at it they oversold their capacity.
Glen Lascano
July 21, 2008 at 12:08 pm (16 years ago)I thought then i was alone re this globe visibility problems…ive been calling globe cust service hotline,all of them gave me one just one advice which is go to the nearest globe center coz they ol say they have no tech know how about visibility…so i went to 2 globe centers and u know what?? the just ask what my inconvenience are about visibility and after that they told me that theyr gonna forward it to their tech support team as simple as that…My only problem with globe is that everytime im getting hsdpa signal which is the best signal i cant get thru in the internet ol im getting is the prompt..LIMITED CONNECTIVITY..
paging anyone there expiuriencing this kind of problem,,do you have any solutions guys??
Albert
September 24, 2008 at 9:11 pm (16 years ago)It is September 24, 2008. BIG OMG – the responses trail all the way back to first half of 2007! and here I am calling Globe for the same reasons. After waiting almost two months to get the Visibility plan processed, approved, and delivered, I was excited to finally be able to work from home via VPN – lo and behold I was not able to access our office network via VPN! I tested – I could via PLDTmyDSL & SmartBro hence issue was isolated with Globe. I first called Sept 20, requesting resolution regarding VPN access on my Globe Visibility (which it should have). Standard spiel – Yes sir, noted sir, we will forward to our technical department, and they should call you a) within 24 hours, b) within the day – we apologize for the delay. Someone will call you. Now, here I am on the 24th of the month and still no call, even after I made it a point to follow up 3x/day. Not one call from tech support. Not one call to even diagnose the issue first. Only one call back from the business center, because I politely demanded a call back even if it was a call about the fact that no one from tech support will be able to call me – and that was exactly what the call turned out to be. Bless their hearts, the people in the business center probably have had more than a year’s practice dealing with similar issues, so they try to empathize as much as they can (which is cool call center manners but this does not resolve any problems, please do note). I got promised a rebate (thank you) but compared to the fact that I cannot take my long overdue vacation leave because I cannot check on work away from work through VPN . . . you tell me. No such thing as first call resolution happening here, and they’re probably way past the standard turnaround time for escalations such as this one. I am trying to keep the faith but given all the reviews and complaints I’ve read on the subject of Globe visibility and the very delayed response to my issue – I am about to lose my faith or better yet, use my company’s national email distro to send a disclaimer or caveat about using the visibility plans as a means to telecommute/work from home. If only they can fix the VPN, and replace the long wait time, as well as my unspent vacation leaves with an IPHONE then that would make me feel better about this situation ( a little bit). If anyone has had a similar problem, please let me know how it was resolved.
Albert
September 24, 2008 at 9:18 pm (16 years ago)Seriously now, IPHONE or no IPHONE, I want my VPN. Please forward me the contact number details of Lance Martinez or anyone you guys know who can help me. BIG MAGIC PLEASE.
Mon
January 10, 2009 at 3:46 pm (15 years ago)Hi Albert, have you gotten your VPN issue resolved? I’ have the same problem with no VPN via Visibility.
rai
April 29, 2009 at 5:02 pm (15 years ago)Hi! same errors here. my boss needs an answer for this… bwahahahahahaha.