nyay~.~
what a poor smart bro service has. .
binayaran na ng mom q ung bill
peo la prin net
walang service reference number
WTF~!
bumagsak sna company neo!
ampota

Gusto siguro nila kinukulit ... ang hirap pa naman makapasok sa support nila ... haaaaaay

flynt, we know what the job of call center agents are ... they are there for support right? If you claim na that is the only service a call center agent could offer, I quote "they only send your reports,complaints,check the real time status of the connection,then if lumabas sa tools na deployable then thats it they will deffinetly give you a schedule of field visit"
then hwag na kasi kayong umasta as if you know something you don't. As I have mentioned above, when I asked the agent, "is there a problem in main server?" sinagot pa ako ng agent na wala - when in fact meron pala, so sana kung di niya alam, sinagot nalang niya, sorry maam I have no info to confirm that.
If some needed info are not given to the call center agents or support agents, then I guess SMART should improve their support system by giving agents those information needed to explain things better to their clients.
Aminin niyo na kasi, mahina ang support niyo and most of your agents are not as knowledgeable as some of your clients are. Dapat kasi hanap kayo ng mas more techy na agents para naman alam ang mga pinagsasabi, para di kayo mag mukhang clown.
AND FYI: may paki-alam kami on what is going behind because it affects us, that is why we demand to know what is going on - we're not just suckers for connections, if you agents could explain things better to us, without us giving you the same info over and over, we are happy to listen, but if you keep on saying or asking the same thing over and over ... who would love that? Probably most of your clients are bloggers, and some would be tech bloggers and often times, tech bloggers would go deeper on the issue to explain it better to other people who seeks for such info ... such info that some of your agents could not provide.

excuse lng po mga iha at iho,..wla kc kayong idea kung ano job ng mga call center agents,call center agents are only the front liners,..they only send your reports,complaints,check the real time status of the connection,then if lumabas sa tools na deployable then thats it they will deffinetly give you a schedule of field visit,..kayo nmn kc,.ang tingin nyo nsa knla n lhat ng power para mgkaron kau ng internet connection,..limitado lng ang tools ng agents at ang itsura ng floor sa call center ay hindi prang isang malaking factory o machine n andun lhat ng controls pra mbigyan ng internet conection ang lahat,.. kahit mga agents naiipit rin,..may mga tintawag na fatal or non fatal pag dating sa grading per month,.. or devation pag wrong escalated ng report,..may mga protocol n sinusunod din kaya they apologized kung ganun n lng ung service at your end,..lahat ng mga CS are doing their job,..i know na kahit i-isolate q ung agents s tech support still iisa pa rin kc nga smart company,.. pero wag nyo nmn sisihin ung agents kya ganun ang connection nyo,..we have limitted power,..kung meron lng access bkit nmn ipagddamot s inyo ung service,.. customer din kmi,.. kahit para kming mga utusan at madalas n minumura ng ng mga client you still have to thank us bec we entertain you,.hear out your complaints and escalate ur concerns to the higher support,.hind nmn kami ang may kasalanan ng pagkawala nyo ng connection,.. at dahil nga technical-system generated ang pagttake effect ng adjustment s mga downtime na base station at ang technology para s cannopy antenna knakailngan ng line of sight galing s base station kung saan man kayo home,..kaya kapag umulan ng malakas,humangin ng malakas ngkkaron ng interruption between the line,..which is hind controlado ng smart ung mga ganun pro kaya gawan ng adjutment,...un lang i dont think na maiintindhan nyo ang pinagssabi ko,..client kau at wala kaung pakialam whats going behindang kailangan nyo connection ....

hahahaha welcome to smart bro........ ang kunikuha kc nila ay not pc related...... kaya kung ano sinabi ng tech. nila un na lang paulit ulit na sinasabi sa customer...... ganyan talaga smart kc.... hahaha

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 :P

Anyway mahina talaga service

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.

PLDT and Smart are sister company. I am using both and sometimes, both are down :)

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.

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.

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!