Just when you thought things couldn't get any worse, Globe surprises you. Beginning 2017, when you ask to speak to a supervisor, you are given a Reference Number instead of being able to speak to the supervisor immediately. You are then transferred to a queue where you might have to wait indefinitely. This is in the hope that you probably have something more important to do and decide to end the call. All this does is adds more delays to the dispute resolution process.
Globe's customer care policy seems to revolve around creating more delays in the process than actually resolving issues immediately.
"Globe. Mahirap kausap." should be their new slogan.
I think the reason why supervisors probably came up with this new policy is because agents have been flooding them with transfers. But a probable reason for that is that agents are not empowered to resolve issues. Take a Bill Dispute. An agent can only request a Bill Adjustment, but some other department approves it. And that department will most likely reject the Bill Adjustment. So, after a month, if the customer thinks that his bill has already been adjusted, he ends up seeing an even bigger bill. So he has to repeat the same process, but ask for a supervisor so that the adjustment is immediately approved. The customer has to waste a lot of time just to get an adjustment done.
So if you take out the supervisor out of the equation, the bill adjustment never happens. After three months of non-payment, the customer's service is cut. And if the customer wants to continue the service, he has to pay a re-connection fee. More money for Globe at the expense of an unhappy customer.
At some point, if Globe wants to lose their customers, they will. For the customer, it's only a matter of finding an alternative service provider.
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