Smart Bro Support
It has been 2 weeks since the storm Frank passed by where I live and had damaged my Smart Bro antenna. It bent a steel bar (see pic below)! That storm really had a strong wind. So, I waited for a week to see if it had damaged my connection since the power was fixed a week after the storm.
Obviously the storm damaged something on my internet connection, it was just not clear to me what; was it my antenna or the smart’s main system in my area?
I tried calling the smart support hot line *1888 but I could not connect, it says “Your number cannot be completed as dialed. Please check the number and dial again.” With that, I decided to go to their office to report the issue, but when I went their, even their support is not available, because they said, they were offline and could not check.
WOW — that was really bad! They are Internet Service Provider, yet they went offline.
Anyway, I also have a Smart Bro plugin, but it didn’t work as well.
NOTE: I love my smart bro unlimitted because it is the only fast internet connection that could reach my area, and the speed I had with it and the service when it was working was satisfying. I just had my connection back today, after weeks of torture from the storm. I am happy with my connection now, but not happy of the support that Smart has.
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Comments
hi! reminder lang po that even the biggest company has its downtime. di lang naman po tayong mga clients ang affected ng mga disasters sometimes pati din sila. it quite a disappointment but i think we have to acknowledge and understand such situations… Blessings!
I understand, but at times like those, they should double up their effort to service the needs of their customers.
Perhaps it would be nice if they would relate to their customer what are they doing with the problem and with this, they should update their support line on everything.
Their support doesn’t even know there was a damage on their main antenna and not to the antenna of the resident subscriber, so when I asked the support “Is there a damage in your main server?” The support answered me “No Ma’am, everything is okay on our end, so it is supposed to work.” With that, their support agent has answered me incorrectly, because there has been a problem on their end, they just weren’t informed correctly.
I guess everyone who blogs about how bad the service of smart is, has the right to express how they feel about it at the time it happened. AND TO SMART:To improve their service, for the customers to not complain again.
it really sucks the brain out of me! it’s been 3 months of no internet, then when I came along smartbro center to ask for a 1 month refund, the customer care representative reacted at me on why I took so long to follow-up, at the back of my mind i was saying SHIT!, anyways I’ll won’t get back the refund because there’s so many process to go, actually the internet connection does not belong to me it was named to somebody else, but im the one paying for it. the person can nowhere to be contacted. finally ive shifted to a dsl service which is pldt mydsl plan 990, comes free with a phone.
Smartbro POOR Service.
tumawag ako kahapon ng umaga around 10am June 23, 2009 sa inyong customer hotline ng samrtbro #1888 at nakausap ko ang isa sa
mga rep nyo di nakuha ang pangalan. concern ko ang napakabal na connection ko hindi man lang tumataas ng 100kbps ang speed ko
using 2wire speedmeter. madalas below 50kbps at mas mababa pa sa dial up. may alam din ako sa PC at bago pa ako tumawag
ginawa ko na ang mga possibleng paraan para mapataas lang ang speed. ginawa ko ang mga sumusunod. diable and enable lan,
clear cache and cookies, delete internet temp files, defrag, off fire wall, no anti virus, nag scan ng registry, restart my
pc, used safe mode, reset ethernet cable, unplug motorola wire, tried speed meter using 2wire and speetest lahat na nagawa ko
wala pa ring resulta. at ng makausap ko ang isa sa mga rep nyo, ganun din ang ipinagawa, ginawa ko ulit, binigay ko IP at
Physical address, naiinis na ako at mga sinabi ay wala naman daw problema sa antenna ko at ganun din sa base station ng
smart. sabi ko itransfer nya ako sa supprot group na pwede makatulong sa akin kasi halos isa lang ang sinasabi nya na okay
naman daw ang loko nyong service. pinag hintay ako, walang tone ang phone binaba ko kasi para akong tanga sa loob ng mahigit
5 minuto na walang kumakausap sa akin. around 12 tumawag ulit ako at nakausap ko ang isa ulit na rep name sounds like
lyncille, ibinagay ko ref number and name ko at sinabi ko na itrace ung previous call ko kasi pagod na ako para mag start
over ng concern ko. nakita nya ang report at, as ussual ginawa ko na naman ung previous na pinagawa sa akin nung unang rep
ang imonitor and details ng pc ko. sabi ko itransfer ako sa support sabi ganun din daw ang sasabihin. nagpumilit ako na
itransfer para makausap ko ang mas may nakakaalam nito. nagagalit na ako at sabi nya itatransfer nya raw, almost 30 mins kami
ngusap at ulit, nung itransfer na nya naghang ng phone. ULIT tumawag ako sa rep nyo for the 3rd time at nakausap ko naman
lalaki, as ussual kinuha lahat ng info at mga details ko. nakakaBOBO ang CS nyo talaga sa simula pa lang ng tawag ko paulit
ulit ako ng report wala man lang makaretrieve ng exact idea kkung ano ang mga unang pinagsasabi ko sa walang kwuntang CS nyo.
sabi ulit itransfer ako sa support o sa supervisor na lang pero busy daw. nagmamakaawa ako na kailangan magamit ko ung
internet ng maayos kasi may ginagawa akong report para sa work ko. CUstomner service representative always repeat the words
we are sorry for the inconvenience! as if they know if they can do something asking for sorry. too repeatative words.
redundancy masyado. but all im asking is the supervisor where i can relay my concern with assurance thoguh i knew na slow
moving naman ang service nyo. That rep told me that wait for a while and he will transfer me to the supervisor. 10 mins
after, he said that supervisor is unavailable. sa sobrang sakit na ng tenga ko sa kakatawag sa Nonsense CS nyo nag ask ako ng
call back. 5pm kahapon din, tumawag uli ako kasi ung call back na hinihintay ko eh wala pa, sinabi ng rep na nakausap ko for
th 4th CS nonsense time. sinabi nya sa akin na 5:30 pa raw available ang SUPERVISOR (which if I only knew nagtsitsismisan
yung mga yun). sige sabi ko asahan ko ang tawag ng sup nyo dahil talagang inis na ako sa service nyo. 5:30 tumawag ang nag
pakilalang SUPERVISOR na si James Alacquiao (not sure of exact surname).At ayon sa pananalita ng sup na ito na sa una pa lang
naming pag uusap eh mukha syang hindi supervisor. Unlike those previous supervisor na nakausap ko (way back mids of march)
na kahit madaling araw ay tinatawagan ako for the update. As usaul sa pag uusap namin nitong sup na ito eh hiningi nya ang
mga details uli at connections status ko at ibinigay ko naman. 3 times speed meter result at kung ano ano pang kailangan nya.
nag patry sya na gamitin ang net sa ibang pc which i also did it sa desktop. pero ganun pa rin ang result tulad nung sa
laptop ko. Nakakinis kausap ito. sa tagal naming nag usap unresolve ang concern ko at ipinagdidiininang okay daw ang
connection ko. Grabe talaga pag Customer ka lang Ginagawa kang tanga nga ilang mga tanga. Sa sobrang gali ko kasi kahit na
anong paliwanag ko sa sup na ito eh ganun pa rin ang sagot nya na okay naman po net nyo ehhhh. Ay nakuuu. wala rimng nagawa
itong nagmamagaling na si supo james na ito. service not being provided for his customer but he insist of what he is
believing about instead. grabe ka sup. nagmakaawa ako na ayusin aksi matatangal ako sa work pag di ito nagawa ung report ko.
nag sorry ulit sya, at sa tinging ba nya may magagawa sorry nya, the network promise to give customer at least up to 386kbps
which infact eversince hindi man lang tumaas kahit 250 kbps man lang at ngaun may 13.10kbps pa…. I asked the sup to let the
support team inspect the location para malaman nila ang result at mga problem nung internet na ito. Low Service talaga. Alam
mo kung ano nireply nga sup na ito. Ay,, sir hindi po pwede sa filed visit yan kasi okay nama po connection nyo…bakit ganun
ang reason out nya, at bakit ung service is ganito? Sir di po maganda yan,… ipinadiinan nya na hindi talaga pwede
puntahan… nagalit ako sa kanya at sinabing bakit hindi eh kami itong napeperwisyo ng service nyo, sinubukan ko 2 pc na pero
ganun pa rin speed mababa pa sa dial up….nag pumilit ako na papuntahan ang tech sroup para na rin sila mismo ang makakita
ng dahilan ng connection ko. Why this kind of people saying that the service is okay, but on our end, even we are trying to
connect their deviuce in different pc the result is still slow and yet they are saying that service is okay. how are they be
able to see the exact problem if them, themselves trying to deny what their customer wants, in the first place we are
customer who they need to give full service. ginagawa ba nila ito for the service talaga or they are trying to hide
something? Sinabi ko an puntahan pero ayaw nya.. tama ba yun, kahit na nagpupumilit ako, at sinabi nya na titignan daw po
kung pwede sa field visit, kasi okay naman connection nyo… sabi ko wag tignan gawin nila na pumunta dito. mga walang
hiya,,,talaga itong mga ito… palibhasa sila may mga given service din ng pinagtratrabahuhan nila ay sila mismo nakakrequest
ng ganito kasi accessible na sa kanila ung mga support team nila. if they were in our situition, arent they feel this way?
natapos ang usapan namin na walang nagyari kundi sinabi nya lang sa akin na itry na puntahan.. wala akong nagawa.. mahina
naman talaga, aside from the manning service pati na rin s tech service and device ganun din.,.. sinabi nya na try nya gawan
ng paraan kung mapuntahan… hayyy useless araw ko, nasira ng mga walang kwentang tao… paano ung report ko for work…..
Ngayong umaga 10.00am ulit tumawag ako sa CS na naman at ibinigay ko ref #, name at report number.. di na nakuha name ng
babae at ayon, nakita nya file ko, you know what kung ano ulity sinabi… sa report daw nila is, HINDI DAW PWEDE PUNTAHAN
KASI OK NAMAN PO SA CONNECTION NYO NO ERROR PO…. ganunnnnn…. what is that damn service… kunbg mayaman lang ako apply
uli ako ng GLOBE, BAYANTEL O SUN na lang para at least malaman ko who deserve top have the better service… Itong nakausap
ko na babae sabi nya na sir di po mavivisit kasi okay naman sa base station namin.. Paano na po ito…. Smart Tel is really
anoying.. If you guys can read this post please read it carefully and tell me where did i go wrong para sabihin nila na hindi
pwede puntahan ito… Kayo naman taga smart.. lalo na sa mga mababait na SUP nyo dyan, ill give you credit kung magagawa o
mapupuntahan pa ba itong net ko. Paki tignan na rin itong mga attachment para ireview nyo kung saan ako mali, at lahat nga
kailangan nyo na report eto na.. siguro masitisfied na kayo para puntahan to dito.. Plss puntahan nyo naman ito plsss po..
lahat ng details sa pc ko eto na sa. hanngang ngayon mababa pa rin connection ko.. plsss. updated po yang speedmeter result
na yan.. so siguro may idea na kau.. kasama rin iba details… plsss po plsss.. patulong o puntahan ito.
Hay naku, yang mga call center agent nila wala din naman yang alam!
As you mentioned pa ulit ulit lang … kasi yan lang ang script na binigay sa kanya …
Sa akin, if that happened, I’ll just call and say the problem then mention — I just want my reference number coz I am tired of saying the details, thanks and bye … yun lang at pag di pa nag okay within 24 hours, tawag uli ako 
Anyway mahina talaga service
[...] I tried calling the smart support hot line *1888 but I could not connect, it says “Your number cannot be completed as dialed. Please check the number and dial again.” With that, I decided to go to their office to report the issue, but when I went their, even their support is not available, because they said, they were offline and could not check. Read More. [...]