It was a rainy afternoon over the Zamboanga Peninsula when I receive a call from Globe Customer Service. I was a bit shock about the call specially when they asked me about my problem with their service. Yup, they've read my blog and got their attention big time.
If you remember outright in my blog last June 29, 2008, I gave a harsh comments over the company's policy and regulation on bill payments. I made mention about deception, them being scumbags among others which I believe would be appropriate in that time being, but then with the thought of approaching me about it and humbly apologize for the mis-information, I would say that I'm deeply touched with sincere appreciation for clarifying things once and for all.
It was just a burst of disappointment that time, being a customer, I do have the right to know everything about the services that I'm paying for, with the bill in my hand that moment, I can't just ignore the VAT charges they billed on me aside from the monthly service bill. Whats annoys me more was that when I approach Globe Telecom office here in Ozamis City, local service representatives told me it was part of the bill (P1,200 + 270 VAT) P1470 was the real bill and not P1,200, so it made me think that I was deceive. It made me wrote those comments against the company as a whole.
The Customer Service Representative who called me up was from Manila and this is how she explained it to me. As a new subscriber, I have an initial deposit of P1,200 which well be opt to be returned if I am to disconnect, with this they have to charge VAT to it as seen on the initial bill. VAT will now be incorporated to the 1,200 on the next bill being the official bill. Clearly I only have to pay exact 1,200 pesos only, additional cost will be added if I go beyond the allowed limit.
I thank them for clearing this up, the concern is deeply appreciated. Moral lesson for Globe, first explain this to all your new subscribers so they won't feel deceive, 270 pesos means a lot to some people, second, let your customer service representatives undergo extensive training so they'll know all your billing policies and so they can explain this to inquiring customers, and lastly show concern to everyone so you can win their hearts more.
Kudos Globe, I love the thought of apology, sincerity and concern, with this you won as the best in Customer Service by far against the competition.
Jul 6, 2008
Globe, Love The Customer Service
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