I have been missing in action in the blog world for quite sometime now. My last post was dated April 19.
A lot of things have happen and I do not know where to start blogging.
Well, I guess I would start with the obvious since I received a comment asking me of the services of MANGO. What I will narrate here is my experience with the said telecom and my opinions have all been brought about my dealings with the said company.
I have already rant about MANGO’s services in the past. Wherein the usb port of my ZTE phone got busted that I was not able to have an internet connection for one week. This was the first sign that I sense Digitel (the company that rolled out MANGO) was not ready for customer complains. One, because when you call their helpline you would end up getting frustrated because their answers are quite elementary. Even a non techie person can dished out answers like that. I got so frustrated talking to their reps. Second, when my phone got busted their repair vendor (MEMO EXPRESS) have only one tech guy. Who unfortunately was on leave and later resigned much to my dismay. When I went to Digitel’s head office in Libis, I got to talk to a certain Gilbert Calalay who told me that he is far different from those employees. NOTE: At this time, the agent who sold the until to me was unreacheable. So he got my unit promised to have it delivered when repaired He got me a service unit. That was March 16.
Alas! It was already May and my unit was still undelivered. And it started raining that the signal of the phone was affected. Until, I was not able to connect to the internet. That was the night of May 10. Morning of May 11, I called up their call center. The rep insisted that my line was ok and there was no problem. I tried to stay calm even if I wanted to shout and tell her that if there was no problem how come I do not have incoming and outgoing calls plus internet connection. Do you know what she answered? She told me that as far as the logs are concern there is no problem with my line. So I hang up. I called Troy, the one who sold the unit to me. Troy promised to help me out asap. That asap came in later in the afternoon. That was Friday, 3 pm. Troy called me up to tell me that my line got disconnected because of a balance of Php 3900. I was shocked because I just talked to one of their reps a week ago and that rep told me that my balance was only Php 70. I wanted to debate but because I was not able to see my bills because of the change of address (which according to their helpline can be updated by going to any SUN SHOP which I did, only to be told that they have no capability whatsoever to update the billing information of MANGO SUBSCRIBER).
So I have no choice but to pay what Troy have told me. That was already Friday 3 pm. Banks closes at 3 pm. Fortunately for me I am paying via internet. I went to a internet shop just to pay.I called the lady, Troy told me to call so that I can have my line reconnected asap. ALAS! Its already Saturday but my line was not yet activated. I text Troy and he told me that he will go to the office to help me with my concern. The 24 hours have passed but still no internet.
I called their helpline again. And you know what the rep told me ? They told me that there was no memo about my disconnection because of unpaid bills. I was again shocked and somehow irritated. Irritation that has propelled me to call Troy only to be answered by a different person. And she told me that Troy left his cell. Irritation again. I texted Troy saying that I was somehow confused by different statements and now I still do not have any connection. Because of this I texted him that I would be terminating my contract with mango and let him shouldered the termination fee. This somehow irk his nerved that he texted me that he has done something for me (the following up of the billing etc) that is not part of his job. I texted him back saying that he should have told me that it was not his job. There was an exchange of text messages which I would share with you readers :
His text includes the following statement
1. He went out of his way to get my line reconnected because of his claim that it was disconnected because of unpaid bills
My point is there was no memo according to their helpline that my line was disconnected because of unpaid bills
2. It was not his job.
Well, he should have said it to me in the first place. Because from my experiences if somebody bought something from you and he puts his number on the receipt and told me to call him if there is a problem then the unit that you sold is still your responsibility or you still should help.
3. I did not bought the unit from him. I bought it daw from DIGITEL
True. But if you sell something you should have thought of post sales responsibility. Now I have seen a person who is only after his commission not the welfare of his customer.
Digitel should have trained all its employee (regular and contractual) even the basic customer service skills.
I was really really mad. But this time I kept calm. Because my husband is already coming home the next week. So I wont mind having a few days without internet.
Monday came and I called their helpline again. Only to be told that there is no problem in my line. I should have checked daw the phone baka I changed the configuration. Duh! Am I that dumb. So I told myself to be patient.
Tuesday, I tried texting GILBERT. Remember him ? The one who told me that he is far different from those lousy Digitel employees? He knows where my original phone is. Because when I called Memo Express they do not want to entertain me because I do not have a JOB ORDER NUMBER. Gilbert has not answered so I called his office number. When I called a hesitant girl picks up the phone and told me that Gilbert was on leave and not sure when he will return. This time I demanded to speak to Gilbert’s manager. Who at first does not want to speak to me. She kept on asking the hesistant girl who I was and asked why I want to speak to her. Gosh! When I spoke to her I told her the problem and she told me that my unit will be delivered during the afternoon.
Finally I got my original until after 2 months. And I got the answer on why I do not have any connection from Thursday to Tuesday. It was because my number was being transferred to my original phone. I was holding on to my temper at that time. Heavens! They should have put a log on that or should have informed me first. I told him, how come your helpline does not know. Only to be answered ‘May log po un. Dapat alam nila un’. (there was a log on that. The helpline should know). I was tired of complaining so I just let it slip.
Then I told him. Would there be any hope for my connection to be what was promised by Mango. I remember Mango promising a 100mbps + connection speed but right now I am only getting 28kpbs. He told me to run the Mcaffee speedometer so that I could check but my gosh, Mcaffe speedometer test yields 20kpbs. Worst
And that was not the end of my story. Now that I have my original unit, every one minute I am being disconnected. That is the reason I stop blogging, I stop my PPP and BLOGVERTISE. And my bill skyrocketed because of the disconnections.
Now, if I were you ? Would I continue using this kind of service ?
Fortunately (or unfortunately I have read not so good remarks on it ), GLOBE have offered their SPEAK N SURF here in our area. My sister in law told me that they have a booth in the church and I went their. And I applied for one. Right now, I have intermittent internet connection but my YM is always online unlike in MANGO. I am using a 100mbps connection according to my last Mcaffee speedometer test. And most of all, I only pay 995 per month for my internet and phone.
So would I just put my MANGO phone in the trash can ? I deserved to trash it you know. After all the frustrations and head aches it gave me along with those MANGO employees I have encountered.
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