NOTE: This is not my experience. Share ko lang.
This is the event that transpired between me and their tehnical support. you can copy and paste all of it and spread it to everyone using your mail.
Dear All,
I would like to share my experiences with you relating to my problem with Bayantel DSL. Let me tell you some facts.
Subscription plan is 384kbps.
One year tie up subcription bundled with the phone.
Duration - little over a month
Issues:
Intermitent sync - loosing connection everytime the phone rings.
Slow Speed - from 10PM to about 9 AM the speed is over 240kbps download speed and over 300kbps upload speed. From 9AM to about 9PM, DOWNLOAD SPEED = 50KBPS AND UPLOAD SPEED OVER 300KBPS.
Ping test = 8 - 10 % Packet loss @yahoo.com
I have been calling and complaining about the issues ever since I got the service and they have sent several people to findout what the problem is. the last call I made was the most horrifying of all.
Technical support agent (male)
TS - "Hello sir, yes ano po ba ang problema?" So I told him the above issues.
TS - "Ok check po natin ang speed ninyo. Ano po bang speed ang nakukuha ninyo? I told him, a little over 50kbps. I am subscribed to 384kbps plan am I right?
TS - "Opo 384 po pero best effort po iyon".
TS - "Ano po bang speed test site ang ginagamit ninyo?" - speakeasy.net
TS - "Ay di po yan...punta po tayo sa speed.skydsl.com.ph, yan po ang speed test site natin. I told him iho natural mabilis dyan kasi nasa metro manila yan eh since www ito ang surfing ko madalas sa ibang bansa. Bihira ako magpunta sa MM 'sites. Ito bang service nyo para lang sa Metro Manila? Akala ko ba www ito?
TS - "Eh hindi po pwede eh kasi yan ang site namin." Naturally I got over 400kbps on their test site. I told him, it takes forever to open cnn.com. Why dont you call your supervisor, I want to talk to him instead.
TS - "A supervisor ha...gusto mo ng supervisor ha...sandali lang...supervisor pala ha...." then he hanged up
So I called again and immediately asked for a supervisor!!!!!
Supervisor - Mr. Bong Sison - Team Leader Tech Support (TL)
TL - "Good evening po, ano po ba maipaglilingkod ko sa inyo?
Sino po ba yung lalaking TS na nakausap ko kanina? Ano po ba yung pangalan nya?
TL - "A......teka lang po." He went on talking to someone else clicking his PC for over 10 mins while we were on the line.
Hello ?
TL - Hello
Sino po ba yung taong nakausap ko kanina?
TL - Still talking to someone else - "Sabihin mo gawin ito was Windows 98 bla bla bal..........." for another 10 mins while we were on the line.
TL - Continued clicking on his PC while talking to someone else while I was on the phone with him
Hello?
TL - "Ay hello.... ano ba yun?"
"E Mr. Sison, mukha yatang busy kayo...e h nakakhiya ata kayong gambalain?
TL - "A di naman po medyo me tinitignan lang po ako sa computer"
"E baka naman busy ka at baka di mo maasikaso problema ko"
TL - "A di naman po .....OK lang po"
" E me panahon ka ba makinig?"
TL - "Meron naman po. Ano po ba problema at gagawan natin ng paraan"
"Eh busy ka ata sa ibang araw na lang ako tatawag."
TL - "Eh kayo po nasasainyo po yun"
"O sige po salamat na lang kung ganun"
TL - "O sige salamat din ho"
So in anger, I called up the sales department and tried to get to the higher ups to relay to them my experience with their Technical support. Till I ended up with a Secretary named Tess Garcia.
"Kelangan ko makausap ang Division head ng Tech support"
Tess Garcia - "Tungkol po saan ito"
"Gusto ko mag complain"
Tess Garcia - "Ano po ba complaint ninyo? Pwede ko po ba makuha at wala yung boss ko dito tapos patatawagin ko na lang sa inyo."
"Hindi po at walang mangyayari dyan, pweede ko ba makausap ang boss ng boss mo? Ano po ba pangalan nya?
Tess Garcia - "A si Ms. Thelma Deleon po, yung Division Head po namin"
" O sige kausapin ko yun." so she tried to get Ms. Deleon on the line.
Tess Garcia - "Hello sir....eh....di po pwede makausap si Ms Deleon eh busy po.... pwede makuha na lang po ang complaint ninyo at patatawagan ko na lang kayo?"
" Eh customer po ako...ibig mong sabihin di pwede kausapin ng customer ninyo ang isang Division Head? Di ba dapat unahin ninyo yung customer ninyo bago ang lahat?"
Tess Garcia - "Eh pwede naman po....kayalang me ginagawa po sya e...."
"Ay eto na si Mr. Naguit.....sya na lang po ang kausapin ninyo"
So I relayed my concern to Mr. Naguit and in fairness, he showed a little respect while talking to me being the customer.
The issue remains unresolved, and this is the 4th time a tech willbe coming over to attempt to resolve the issue. Bayantel, offers a PhP 500 rebate for unresolved issues but a nice Tech told me that it applies to a disconnected issue only and not slowspeed or intermitent connections. Tech also told me the following:
Tech - "Eh sir kaya ho mabagal yan kasi ho 15 households ho kayong nag sheshare dyan sa 384kbps na yan kaya dibay dibay 15 ho ninyo yun ho ang connection speed ninyo. So 384kbps dibay dibay 15 equals 25 kbps po, swerte na ho maka 50 dyan"
"Ha e sabi nila 384 kbps?"
Tech - "A e yan po di nila sinasabi sa inyo na 15 kayong mag share dyan hehehehehe"
" Eh ganun ba yun? e di naloko pala ako?"
Tech - "Di naman po...di lang nila sinabi lahat sa inyo"
BAYANTEL/SKY
Kung totoo po ang mga sinabi sakin ng tech ninyo, at ang mga tauhan ninyo ay ganyang walang mga modo, eh palagay ko na di ninyo ko mapipilit sa serbisyo ninyo ng isang taon kung puro pala kayo kalokohan at puro pang daraya ang inyong ginagawa. Ako po ay nag bayad ng tama sa inyo yun pala niloloko ninyo kami.
Kaya pala yumayamin si Ginoog Lopez, kasi puro pang dadaya ang ginagawa. Mr. Lopez, kaya di umunlad ang bayan namin dahil sa pangdaray ninyo. Gawan ninyo ito ng paraan kung hindi mapipilitan ako lumipat sa iba at ipag kakalat ko pa lalo ang kalokohan ninyo.
