I haven’t been ranting about my broadband provider lately, despite the 3-week service interruption last December and even if I'm currently running on 34kbps. This is largely because I have been severely traumatized from dealing with their hotline mid last year. In fact, so traumatized that when my brother asked me for the hotline number so he can call, I totally went blank.
But I realize that there’s not much use elevating my blood pressure over this. As a consumer, I am rendered powerless with my resolve that switching is a good option at this point. Because (1)even if PLDT ranks #1 in the my-dsl-provider-sucks! number of mentions on the internet* (which I think is just a function of their market share), every other comment I have researched about other providers appears to be in same thread. (2)the alternatives seem more expensive. (3)no other provider is allowed in my building. So in the spirit of positivity, I will just take a deep breath and say, that while I can’t control my environment, I am in control of my attitude and actions.
Tip #1: Instead of calling, write an email to report your complaint. I’ve discovered this tactic when I’ve emailed my internet banking facility and an insurance company for inquiries that weren't urgent, but was surprised to receive a reply from them in a matter of 24 hours. I just tried it with PLDT for good measure, thinking that if they never reply, I can simply unsubscribe to the service. If they ask me to pay my bill, use that email as proof that I don’t have to.
In fairness to them, customer care has consistently replied to me within 24 hours as well. Though the spiel is no different from the CSRs’ in the hotline (i.e., “Please be advised that we have created a report representing your concern. The same has already been forwarded to our technical support team for their handling. Rest assured that our team will exert their efforts to restore your DSL back to normal.”), at least it had a more professional air to it and everything is documented so all I have to do to follow-up is hit the forward button. No more waiting, and less wastage of vocal energy from repeated accounts of your problem to 20 different CSRs. And if I need to be more persistent, all it takes is a few keystrokes and I am once again at the top of their list.
I don’t know if it makes any difference in how long it takes before they get to do something about it (after all, my brother followed-up over the PLDT hotline, too). But it’s definitely less stressful.
Tip #2: Unite with other unfortunate souls. I've already said this before, misery loves miserable company. Post on a forum, read up other people's blog entries. Sign the petition.
http://www.petitiononline.com/pldtdsl/petition.html
Tip #3: Make some noise! There's already a silent but seething crowd out there. Why not take it up a few decibels? Remember the Malu Fernandez internet people power. Write your own "why-PLDT-sucks" blogs. The more stuff is published about this, the better the chances that we be heard and they'll shape up when some other company picks up and challenges them. (I'm tempted to say fold up, as the karmic effect sounds very satisfying... but heck, I'm holding a few PLDT stocks so huwag muna.)
Report them to the government:
http://portal.ntc.gov.ph/wps/portal/%21ut/p/_s.7_0_A/7_0_4VD
Tip #4: Don't forget to breathe.
RELATED POSTS:
The Conspiracy Theory
Tag(line), You're It!
Me As An Agent of Change
Alas
Misery Loves Miserable Company
The Customer Is King?
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* 716 results on google vs. 3 for bayandsl, 233 for globe broadband, 8 for destiny when searching for the entire text string "(broadband provider) sucks".
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