Incompetence [2] . . .

Pretty decent ... Only for today. LoL!

SUN Wireless Broadband has an excellent signal strength (based on their statistics) but for some odd reason the speed of my connection drops to 0.00 kbps after a couple of minutes and it stays there.  I have to restart my PC each time that happens. That has been ongoing since I subscribed to them. Sometimes I just don’t know which to hate more — the Internet Service Providers or our house’s location.

Surprisingly, it’s been good the entire day today so I’m able to blog again. I am unsure if this will be permanent or if it will go back to how it used to be.

Good enough speed. If only the signal lasts more than an hour. LoL!

Since the connection holds today, I decided to setup my email via Thunderbird. I have no clue what their outgoing mail server was so I called their technical support to ask. I was very upset with the outcome, though.

Me: Ano yung SMTP server ninyo? (What’s your SMTP server?)
SUN TSR: Ano po yung “SMTP” ma’am? (What is “SMTP” ma’am?)

That was a FACE PALM moment! LoL!

The dude even asked me to send an email to suncellular@digitel.ph to get the answer for that simple question. I did send them an email but they have not replied yet. In the end, I had to search Google for the answer. Actually, the answer still wasn’t in Google. I just figured it out on my own — I used my email provider’s SMTP server.

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Incompetence . . .

SmartBRO sucks!

After five years of subscription, I decided to cut my ties with SmartBRO.

SmartBRO’s service has been terrible and their technical support agents were very incompetent. My phone calls to them frequently get disconnected and they do not bother ringing me back. Each phone call to them can last for a mere minute to two hours — 90% of the time they put me on hold and the conversation ended up with either a disconnection or their representatives will just say “We consulted our ‘support group’ … Wait within 24 hours for an update.” I asked their supervisors to call me during specific times and give me updates but they never kept their word. About 90% (again) of the time, they will ring my phone twice but they will hang up before I could pick up and answer. I asked them to send out a technician and they did — although he didn’t arrive on the date and time he was scheduled. The technician was supposed to arrive on March 8 between 8AM-10AM but it was already 12NN and he was nowhere to be found. When I called their hotline, they said that no one’s going to come out because the technician who was assigned to us was off-course. I talked to another supervisor and demanded a tech out at once but she declined saying that the techs are fully-booked. She told me that a field tech will be dispatched “first thing in the morning” … Lo and behold; the field tech arrived around 12NN the following day. WTF?! I was very frustrated because I was out of the house when the tech arrived. 12NN is NOT “morning” … That’s why it’s called “NOON” … Their agents and the field tech blamed my computer as the source of the problem.

Sun Broadband HUAWEI plug-it modem

SmartBRO cannot explain why my computer only has Internet connection during off-peak hours and why the PING tests continuously drop. I can’t even ping my WAN IP Address. They also cannot explain why I cannot access websites other than their WebConnect and their Portal. I may not be a network guru but I’ve used computers since I was in fifth grade and my line of work happens to be dealing with Internet problems. I’ve checked my computer even as far as performing OSRI. I am 100% sure that my PC is fine.

I cancelled the account yesterday and I was so infuriated because the front desk dude even had the guts to offer me an internet connection via the SAMSUNG Galaxy. WTF? I made it clear that their service is crappy and yet there he was offering me another product! If I was in a bad mood, I’d punch him in the kisser.

I went to SUN Broadband and subscribed to their unlimited plan. I admit that our area is quite remote that’s why Internet services are mostly unavailable there but SUN became my choice since their lock-in period is only 3 months.

Good enough speed. If only the signal lasts more than an hour. LoL!

SUN’s speed is much slower than SmartBRO’s and there are also disconnections (due to signal loss, understandable since I am way too far from their access point) but I didn’t encounter the same symptoms — dropping PING tests, portal-only access, nong-ping-able IP. It’s an indication that my PC is error-free. It was completely SmartBRO’s fault all along and they just won’t admit it.

SmartBRO’s service has been very good for many years, but their technical support’s inefficiencies in detecting the cause of the problem will get customers nowhere. It’s as if a person is sick and he goes to a doctor that cannot pin-point the cause of his pain. He may die because of that doctor’s incompetence.

If my PC is the problem then how come I can use the Internet now that I’m with a different ISP? SmartBRO is just full of bull and this proves it.

Anyway, I’m just waiting for their SmartBRO’s tech to come and pull out the canopy.

Never will I recommend nor use SmartBRO again.

I~ne~net ! ! !

My Internet connection has been down for a week…

I’ve been battling with idiotic tech reps from SmartBRO who had zilch knowledge on what they were doing nor do they have the slightest drive to resolve a customer’s concern. This is reminiscent to a scene a couple of years ago.

I had to speak to their supervisor and waste many days just to get everything resolved. Hopefully, this time around, I get those rebates.

Anyway, at the moment, I am just happy that my Internet is up and running again. I’m also getting a decent speed (although terrible ping results).

1.64 Mbps is a good speed for a P999 plan. ☻

MY SmartBRO Chronicles

Last Monday (April 22, 2008), I lost my internet connection because of the rain. It’s one of those days when I really go berserk (aside from when i call the security guards in our village). It’s been THREE DAYS OF HELL calling their HOT-line. Actually, everytime I call them, I get frustrated.

***********************

Monday … I called SmartBRO’s Tech Support to report about my loss of internet connection.

Me : Don’t ask me to troubleshoot. I know MUCH about troubleshooting. Check your base station first because I know it’s your problem.

Agent1 : (upon checking their tools) Yes, ma’am. There’s a problem with the base station in your area. Try reconnecting after an hour or so.

Me : Okay, get me to your Customer Care. I want rebates.

Agent1 : Ay ma’am call us back na lang po when your internet is back so we can apply for rebates. Right now po kasi hindi pa pwede.

Me : Okay…

***********************

Monday … 6:30PM … I called Customer Care because the internet is back up. It’s been 3 hours of dead connection.

Me : I want rebates.

Agent2 : Okay ma’am. I will process the rebates now, expect that within 24 hours this will be addressed.

***********************

Tuesday …. no response from SmartBRO.

***********************

Wednesday … 6AM … I called Customer Care again to check the status.

Me : I want rebates.

Agent3 : Okay ma’am. I will process the rebates now, expect that within 24 hours this will be addressed.

Me : Wait wait … That’s what the previous rep told me… you’re gonna process AGAIN?!?!

Agent3 : Ma’am wala po akong nakikitang report about this. Ngayon ginawan ko na po so expect after 24 hours may confirmation po about this. (#1)

Me : WHAT?!?!  Last time, I had 4 hours of no internet. You didn’t give me rebates. Now, it’s happening AGAIN!

Me : Get me your supervisor! (#2)

Agent3 : Ma’am our supervisor will tell you the same thing. (#3)

Me: I don’t care. Let your supervisor tell me the same thing. I want to speak with him. NOW!

Agent3 : Ma’am nagawan ko na po ng  … (repeat #1)

Me : You don’t need to repeat what you just said. I understand what you said. (#4) (repeat#2)

Agent3 : Ma’am … (repeat#1)

Me : Why don’t you want me to speak with your sup?! Wala ka bang sup?

Agent3 : It’s not that ma’am. (repeat#1)

Me : I told you … (repeat#4)

Agent3 : ma’am… put on hold ko lang po kayo for 3-4 minutes to check on this …

Agent3 : thank you for waiting, ma’am. (repeat#3) (repeat#1)

(basically we went over and over the same sentences for over 30 minutes)

Me : You are not helping me. What is your name? What is your employee ID? (repeat#2)

Agent3 : I can’t give out those info but I am attending to your needs ma’am. (repeat#1)

Me : If you are attending to my needs, get your butt out from your chair and get me your sup. NOW!

Agent3 : (repeat#1)

Me: Pu*********** hindi mo ibibigay supervisor mo?

Agent3: Ma’am I will disconnect this call now.

Agent3 is an UNPROFESSIONAL BITCH! Butting in while I was still talking. She refused to get her supervisor … My mom hears me having an argument on the phone but I was too mad to even think about it during that time. Agent3 dropped the call, basically. WTF, just coz I said P.I. once (which is her fault why I lost my cool anyways) she drops the phone?

A manager is only as good as his subordinates. If Agent3 is like that, I don’t need to wonder what kind of asshole her supervisor would be.

*************************************************

Wednesday … 6:35 AM … I called SmartBRO back.

Me : I want rebates so get me your supervisor. (#5)

Agent4 : ma’am kunin ko lang po yung service reference number ninyo po.

Me : *thinking.. omigod! his voice is cute! but i gotta be firm* Didn’t you hear me? (repeat#5)

Agent4 : yes, ma’am. pero kelangan po namin yung information para ma-pull up account ninyo.

(he convinced me to give info.. but he put me on hold several times i got irritated again. darn, he’s got a cute voice … if not for that, i’d go berserk again.)

Agent4 : na-process na po yung rebates ninyo, ma’am. it will take 15 days bago mag-reflect sa account.(#6)

Me : WHAT?!?! baket ngayon ko lang nalaman yan?! why didn’t the previous rep tell me that?!?

Agent4 : (repeat#6)

Me : I want this addressed immediately. I also have other concerns and I know you can’t help me… I don’t want to take it out on you… but I don’t want to hear your voice anymore. Get me your supervisor!

Agent4 got his supervisor after ANOTHER 30 minutes of trying to pacify me.  I told the supervisor to update me or my mom on the status of the rebate. I also commanded him to make a feedback about Agent3. I dunno if he’s gonna process it though. Anyway, I already did damage to Agent3 by calling back.

Even if it’s just two hours, that’s still a big loss for me because the internet is my stress-reliever. So I WILL get stressed without it. XD