Image is by Ian Alegre
PLDT Customer Service: A Turtle-Like Transaction With So Many Starts And The End Not So Near
It took me a month and 14 days to write about my PLDT customer service experience. Why? I guess, I was hoping they could speed up a bit especially that a business line is involved here. They are after all in business, too, and should know better how important days or time are/is in business.
Apparently, they don’t.
The image above is what I feel an accurate representation of my experience with them: a turtle-like transaction with so many starts and the end not so near.
One of our office facilities had to move to another office unit, and so we requested for a transfer of line. The request was made April 3, 2012. We opted for the simultaneous transfer of line because we thought since it will be in a continuous billing arrangement, they would, you know, make the transfer faster.
That assumption is wrong!
As I write this, I am kept on hold by a customer service representative who is making yet another follow-up to the support of PLDT to take action on this request. We already have a service order. But no action has been made toward the request. No one from PLDT even called or emailed us to let us know about the status of this request.
For one month and 14 days, I would call their 171 hotline, wait for 30 minutes for a CSR to be available, only to be told the same message over and over again:
CSR: Based on the records, this one already has a service order. But no feedback from the support yet about this. Ma’am, to expedite this request, I will make a follow-up to the support.
Me: Is there a number that I can call support?
CSR: We only communicate through email, Ma’am. We wait for their email feedback.
Me (to myself): Oh great!
I feel that every time I call and the CSR tells me this, I am starting with a request again. As a customer, I go through the maze, stopping and making another slow step towards the end of the maze. What my concern is that our company is dependent on the Internet to do some work. Right now, this facility of ours is making do with those Plug Its.
Some PLDT guys were seated next to our table during the BPM workshop last March. One participant actually raised the concern about some utility companies outsourcing their services, and don’t seem to have control over the quality of service from these outsourcing companies. One of them said that they were actually looking into it. They cited the lack of coordination with these outsourcing companies as the culprit of this bad customer service sometimes. Wow! We couldn’t believe what we heard actually.
But for the life of me! In this age when companies are so into improving their business processes and with high technology, why can’t PLDT, the biggest telecommunication company in the Philippines cannot do the same? Would you believe that their hotline is not even 24/7?
I know we are captured consumers of PLDT. What I wish is for PLDT to have that business conscience at least to deliver excellent service.
Update:
Finally, our request for line transfer was granted last June 22nd. Only a couple of weeks before the request would hit its 3rd month. I think their timetable is really three months.
So for those who will be requesting a similar after-sales service, be ready to wait for at least three months. Don’t expect instant gratification or prompt action.
I hope those who shared their similar stories below would be granted their requests soon.
0 votesPosted by Meikah | 74 Comments »
Filed under Customer Experience, Customer Experience Management, Customer Service
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It happened to me too when we changed address, but it was just a changed of unit. It took them more than two months to do it and only when i went to their office and complain and added that i just gave birth and im working from home, i need the net to make a living or else, how am i to feed the baby? The agent, apparently took pity, override the (stupid) automated system and asked someone from the technical team to attend to my issue right away. The line was fixed the day after. You have to make paawa effect for them to take action
Comment by Lorie — May 17, 2012 @ 11:05 am
Customers don’t have to go through all that if the company values itself and really cares about their customers.
Thanks for sharing your experience, Lorie!
Comment by Meikah — May 18, 2012 @ 1:22 am
As a former employee of an international BPO company, I can say that some of these problems with your interactions with CSRs of PLDT are caused by company policies and MOST OF THE TIME, the agents themselves…they really make use of their “PETIKS” time effectively…purposely prolonging the call to a customer (especially when breaktimes are fast approaching) and causing you guys to be stuck on queue…this needs proper attention from the management of the customer service department of PLDT to strictly monitor agent activities and call handling…
Comment by Danny — May 28, 2012 @ 1:12 am
That’s the thing with outsourced services sometimes. The company doesn’t check if their outsourced services are being carried on well. Companies who look to outsource should make sure that customer experience is consistent.
Comment by Meikah — May 29, 2012 @ 6:32 am
Hi Meikah,
I have same experience with you. I applied transfer of line March 15, 2012. Until now they keep saying the same phrase that you posted every time I follow up. How’s you line now, is it now transfered? Do you have alternative option to have landline and internet while PLDT have no assurance when this will be done?
Thanks,
Rose
Comment by Rose — June 17, 2012 @ 6:01 am
I’ve paid the installation fee already and three weeks passed until now I’m still waiting for them..the worst part is I’ve turned down the other telephone company assuming that they will have excellent service…haiiisssstttt!!!!
Comment by cel - 37 — June 18, 2012 @ 8:45 am
Hi Rose, yes we finally got our line last June 22nd, just short of 3 months (supposedly on July 3rd)! I think their SOP is 3 months. Lucky if shorter. I hope you got your line by now as well.
Cel, like I said, I think it is PLDT’s SOP: to grant requests after 3 months. I guess they want to teach us patience.
Comment by Meikah — July 4, 2012 @ 10:04 am
I’am having the same problem as yours only that mine is a residential line, do their president Mr. Manny Pangilinan knows about this? How come PLDT’s system today is very bad (the oldest?telecommunication in the country) and how come I think their programmers this time are all damned (mga”BOBO”)it takes them more than a month (baka sa susunod years na!)before answering to complains! calling the attention of the President, Board of Directors, Officers & Staff of PLDT, pls wake up before its too late!!!!!!
Comment by Lorna May C. Canio — July 5, 2012 @ 2:21 am
Hi, Lorna! Your guess is as good as mine. I don’t know why PLDT has not improved this part of their service. And it’s not as if they lack the technology. Perhaps they need some kind of a wake-up call. It is my hope that this post, along with your comments, would reach them.
Comment by Meikah — July 5, 2012 @ 8:10 am
I already paid may installation fee almost 1 month and I still waiting, what happened the agent did not answer may text they did not reply, were needed the internet, how long have been waiting.
Comment by Eveleyn F. Mitra — July 10, 2012 @ 2:53 am
Hi Eveyleyn, you have the same predicament with Cel. I guess the b est thing to do is to bombard them with your follow-up calls. That’s what we did. We called their hotline, went to their office, called their hotline, until finally, our request was granted. It’s a HASSLE, but for now it is how PLDT works.
Comment by Meikah — July 10, 2012 @ 7:55 am
abot po ba ang signal d2 sa area namin at bro @ home? xact add po ay ambayat 2nd bayambang pangasinan. tnx
Comment by james — July 20, 2012 @ 10:26 am
I’ve experienced this damn pldt service from my very first billing that has already problems until reconnection….i’ve paid my outstanding balance and informed that it will only take 24 to 48 hours but it’s been 9 days already since payment was made. Considering that my line was disconnected on July 15 and i paid my bill on July 16…PLDT service really SUCKS!!!!!
Comment by ivy — July 25, 2012 @ 6:05 am
how can we send all these comments to PLDT so they will know that their clients are already pissed off!
Comment by ivy — July 25, 2012 @ 6:13 am
James, try calling PLDT for your concern.
Comment by Meikah — July 26, 2012 @ 7:06 am
Ivy, I’m sorry to hear this. But PLDT transactions really take time, even the mere updating of your contact details or address with them. For us, it took a year and a half to change the billing the address. LOL.
Lesson: be a good subscriber and just maintain your services with them so that you won’t have to be making new requests with them.
Not a good customer service strategy, of course, but they get away with it because we are their captured consumers.
Comment by Meikah — July 26, 2012 @ 7:09 am
How come we can’t contact PLDT Txtpress and 171 to raise our problem with our line. It’s now five days since our telephone line went dead. Maybe you are too big to notice your small subscribers.
Comment by DOMINADOR ABAT — August 17, 2012 @ 7:27 am
Hi Mr. Abat, for repair you can call 173. But yeah, they do take some time to answer calls. Will see what we can do to be able to reach them.
Comment by Meikah — August 23, 2012 @ 9:42 am
We apply for transfer of line last April and after a month of waiting we decided to disconnect our line instead. We sent them our disconnection letter etc May 30 and we followed up this around after 5 days but we only received a computer generated reply. AND JUST TO KNOW THAT THEY CONTINUE BILLING US EVEN THOUGH THEY KNEW THAT WE ALREADY MOVE OUT FROM THE PLACE ETC.
Gosh, they’re customer sucks bigtime.
I dont know what to do now.
Comment by Paola — August 30, 2012 @ 3:45 am
Hi Paola, I’m really sorry to hear this. But expect to be billed further until they act on your request. Did you go to a PLDT business center for this? If not, I suggest that you do. Makes things faster than just calling their hotline. Because their hotline just waits on the action and update of the PLDT technical group. And guess what, the hotline (customer reps) and tech group communicate only through email. Good luck!
Comment by Meikah — September 3, 2012 @ 7:29 am
good for you! I applied for a myDSL connection since last April 2012 and pending up to now.
Comment by kilimmanjaro — September 6, 2012 @ 11:05 am
PLDT IS THE WORST COMPANY EVER!! We applied for DSL plan last Jul. of this year (added to our phone service) via 171. We faxed the requirements a few days later. We waited 3 weeks before they finally received it. (Ang alam ko real time dapat may makareceive na nun) After 1 week of bombarding them, they finally created me a Job Order. I was informed to wait 2-3weeks more. So I called them again after more than 3 weeks, they kept on saying that its on process. Until finally we decided to apply to a diff.ISP. I called them back again today,Sep. 12 to cancel the application, and guess what, the CSR said. “Ma’am actually cancelled na po talaga ung request.” Goodness Gracious! I asked when it was cancelled because I was not informed. “Aug. 31 po.” I just called yesterday, Sept. 11 but the CSR I spoke with assured me that it will be installed and we just need to wait for a feedback after 24-48 hours. What a mess! We waited for nothing. We have our PLDT line since 1970′s but we decided to cut the phone service because of this horrible experience.
Comment by Jordylocks — September 12, 2012 @ 2:21 pm
Hi Jordylocks, your description totally fits how PLDT handles applications. Sad. But I’m curious. Who cancelled your application?
Comment by Meikah — September 21, 2012 @ 6:32 am
Hi, I am so frustrated too, our business dsl has been out of service for 9 days already and our office has no internet connection. We call pldt 171 everyday, sometimes twice a day but we get exactly the same answer as the one you posted above. How in the world can we expedite our internet service?? It really is so frustrating.
Comment by Cat — September 25, 2012 @ 1:24 am
Cat, based from our experience, you just have to wait it out. You can try going to their offices/business centers and then still call 171 every day like we did, and pray that things get faster. I’m sorry to hear about this. I so know how frustrating this is!
Comment by Meikah — September 25, 2012 @ 8:48 am
i hate PLDT we pay full amount of our bill we don’t have debt of this company why they cut off our line.. what kind of company are you?your collecting money from your customer and cut off because of the reconnect ion fee. im not recommending this company they are corrupt..
Comment by EMELYN — September 28, 2012 @ 11:20 am
I agree with all of you. PLDT has the worst customer care (if you can call it that.) When I upgraded my plan in April 2012 and was supposed to get a free modem wifi unit, they told me it will be delivered to me. I asked if I could just pick it up somewhere and they said no. Come June 2012, still without my unit. I followed it up, they said they will “expedite” it. Again, I asked if I could just pick it up somewhere. Again, they said no. Now, it’s October already, six months after they were supposed to deliver it, and it still has not arrived. I called 171 again and someone finally told me that I could pick it up in a business office less than a block from my house!
Also, I filed a complaint via 171 since my DSL has been down for two days. They said they will note it and make a report, as well as send someone over. Four days later, I have not heard anything from them and followed up again with 171. Someone finally told me to call the business office nearest me. True enough, I called the number and less than 12 hours later, it was fixed.
Now, three days later, my DSL is down again. I called 171 again to ask for the number of the business office and they said they could not give it out! They also said that they do not have a grievance mechanism where I could file my complaint!
PLDT is a company thriving on bureaucracy and giving their customers the run-around. There is no sense of customer service.
Comment by Jol — October 10, 2012 @ 4:37 am
So sorry to hear about your experience, Jol! Hard to believe but I’ve heard of similar stories from PLDT customers. I wonder how we can help them help us. I hope your issue will be resolved soon.
Comment by Meikah — October 11, 2012 @ 8:40 am
aww… that’s really bad. this morning i called customer service, i might have some faults, but this lady in customer service, wow she dropped the call and even raised her voice and called me “BASTOS” so much for customer service PLDT? wow ha? the breeding.
Comment by wordup — October 12, 2012 @ 8:13 am
paying 5mbps here every month for family use and been with the company for over 5 years. we transferred twice to a new home scheduling a transfer of address in advance. from my personal experience i would say that its normal for them to take 3-4 months just to get a landline connected. they never contacted us and we would always have to pay someone under the table just for them to help us out. and again this year i transferred homes scheduling w/ a service request form in advance by 1 months. 4 months later.. still no land line. the problem with contacting pldt is that i have to use a public phone to call customer service, or head to the local branch yet no one at the desks can help. personally i feel like we’re missing something to make the process faster and i dont know what. especially with the amount of money they earn overcharging for internet.. they barely have any employees who can service customers faster? my local branch usually has 1 employee behind the desk and i never see a technician walk through after being put on hold for hours on their public phone placed outside the pldt branch. calling weekly, waiting patiently 2-3 weeks before calling again. still no go. would be nice if they actually spent that money for more employees who can actually work instead of pocketing it for themselves. i am to believe they even buy out the growing landline companies so they work under them? what sun broadband, smart, digicom how many “companies” are part of the pldt group? and how much are they robbing exactly? especially with these horrendous prices for internet.. haha. so many questions that pldt need to answer and tell the community, improvements, progression, decline in employments?
Comment by time is money, oh wait pldt pockets it — October 16, 2012 @ 10:33 am
Hi there,
I applied on 6th september, in Tagaytay. The woman took 4 weeks, just to process my application in the system… We are now the 17th october, no news…
Abd the customer support center ? a joke… Like always in Philippines, they know only 2 sentences :
- We apologize for the inconvenience, nlah… blah… blah…
- Sorry Sir (or Ma’am), blah… blah… blah…
Problem is that as long as there will be no real customers association with a strong lawyers backup, the laws protecting the customer will never, ever be enforced, that is it
As an exemple, PLDT is legally due to install a customer line in two months maximum, according to Article 7, alinea b, of the Republic Act No. 7925, Public Telecommunications Policy Act of the Philippines.
Now has anyone ever heard that a judge enforced that law ? Or did this National Commission of Telecommunications did ever dop anything to enforce the customers rights ? NO
As usual, they pass more time to find ways to grab as much money as they can, and don’t give a crap about us… So much for the country
Comment by Patrick — October 16, 2012 @ 9:14 pm
@Wordup, @Time, and @Patrick, I am really sorry to hear about this. On being rude, though, it’s hard for me to believe that they actually do that.
I have already emailed this post actually to PLDT, but didn’t get the reply yet. Let’s continue to hope our voices will be heard by them.
Comment by Meikah — October 17, 2012 @ 2:35 am
Hahahaha Good luck with their e-mail customer system… I sent 2 e-mails to know about my application… Never got a single answer !
What makes me laugh the most, is the electronic answering system, advertising the high quality standards of PLDT customer Care… If it was not so pathetic, it would make a good joke…
Right now, I went to PLDT outlet in Tagaytay, where the woman told me (I quote) : Sorry Sir ! (how amazing, I still heard that), your application is in the system but I cant give you any deadline for your installation…
I called 02 8888 171, and there the guy told me (I quote): We apologize for the inconvenience (hahaha), but due to improvements in our servers, we can’t answer to your questions…
In any country, maintenance would be done at night, so customers can get what they need during office hours… but PLDT ? noooo… Obviously customers are the least concern for them…
Comment by Patrick — October 17, 2012 @ 2:58 am
@Meikah thank you for your support
Comment by Patrick — October 17, 2012 @ 2:59 am
don’t blame customer service, they’re doing there job and they’re not well compensated though, blame the people behind customer service…
Comment by Bruno — October 19, 2012 @ 4:05 am
wow,i am surprised to read all of this.. Pldt sucks. They’re wasting your precious time waiting on phone before a CSR could answer your call and if not satisfied, you wait for minutes to hour before you can talk to a CS at their business office. My experience with pldt is horrible.,i’ve applied for a residential line last september 10,2012, and i was told to come back after 5 days when i get a call or text message from them for the confirmation.Ive waited 5 days, but didnt hear from them,i called again a week after that and CSR said that they havent receive my application yet,and advised me to call back after a week,and i was informed that i can pay the installation at business office.So i went to pay October 4, and they said it will take 2 weeks for the installation,tried to call them a 4 days upon payment,and blah blah they told me to wait for another week bc it is being handled by their technical team,in-progress for installation. a week after that,i decided to visit the business office at diliman branch and guess what, they told me that my application was cancelled but it is ready for installation! The CSR cant give me a valid reason how and why.so she made calls to ask what happened but too bad they cant even answer it,i was so frustrated and pissed off that day,she tried to calm me down by telling me she will make a report to prioritize the installation the following morning.Ive waited on the said day,but to no avail they didnt come! I went back at diliman branch same day and i cant contain my annoyance to myself,coz the csr told me they have cancelled totally the application! What the hell?! Same thing she called people blah blah and told me to wait again until monday oct 22 for the feedback…man,pldt is full of shit!
Comment by Kat — October 19, 2012 @ 11:49 am
preposterous ! The customer service is the frontline, end of the story. If they don’t have the tools to really give a service, why would it be to me to find the culprit ??? I could also blame… whoever… the politics, the weather, the birds or whatever !
Fact is that I have contacted a lawyer now. And if my line isn’t installed within the 60 days imparted by the law, PLDT will be in for damage claims, that is it. It is maybe time that someone begins the fight for the customer rights !
Comment by Patrick — October 19, 2012 @ 7:54 pm
Can anyone here explain to me what kind if service do you have? My company applied for a fonline with dsl more than a month ago but no phoneline until now??? This is the 26th of october may i remind u!!! April of caloocaninformed me that i should have to wait two to three weeks after the payment but its been more than a month!!! Let me remind u guys that we are running a business here and i dont really care what is ur reason because u waited for so long and i paid in time yet u cant give me my phoneline? What ridiculous excuse can u give me? Then u r telling me that we should be the one to put the wires for the phoneline for u to install??! Whats that crazy comment?! What did i paid u for??!!!
Comment by April joy — October 25, 2012 @ 6:57 pm
Can i ask u something? Every late payment has fine right? Then what fine can i give u if i already paid u for my phoneline and promised me 2-3weeks of installation after the payment yet u still could not give me what i paid for? Can i give u fine? Or ould u give me a refund
Comment by April joy — October 25, 2012 @ 7:01 pm
I really cant believe this PLDT has the worst service EVER!!! They ask u to pay first but delays the service that u paid for!! If thats the case just give me my money back and i will apply to other line then i will shut up!! Or u really want the complainants go directly to ur office and burst??!! How long would i wait, for next year?!!!
Comment by April joy — October 25, 2012 @ 7:09 pm
Sh*t. Dami pala tlgang nag rereklamo sa lintek na PLDT na yan. to be honest. I applied a 4mbps + static Ip for my internet cafe and mag 2 months na xa pero nd parin DAW Fully Activated ang account ko! Pota pete. panong hindi ka maiinis e araw2 ka tumatawag sa 171 ang parating sinasabi e my service order parin po kcng ginagawa sa account niu sir. Sarap sana murahin e kaso maaawa ka nalng e. ang kaso sa Business ko kc 2 e. takte. Biro mo 1 mbps lang pumapasok na speed sken. nag rereklamo na mga player ko . ako npapahiya pero ang serbisyo ng pldt e tlgang wlang ka kwenta kwenta. Kupad grabe. ung kakilala kong my shop din sbay kame nag apply. nauna nga ako kabitan ng isang araw e 2 days lang ayos na ung DSL nea skn potek mag 2months na 1mbps parin? Grabe ha.
Comment by Dan — October 30, 2012 @ 4:56 pm
PLDT customer services…..since NOV.5 wala kaming CONNECTION ……EVERY MINUTS THEN WE DIALING 172 and 171 walang dumating na magling na tecnician libo libo na wala sa amin…ok naman ang billing namin ..at walang kwentang mean tecnician sa cotabato city…….pls i need your gud office to send us a gud person who can help us…..from nourah internet cafe ,cotabato city….kindly contact us thru 064-421-13-73
Comment by NOURAH UMAR — November 9, 2012 @ 6:18 am
this is unbelievable….My line is dead for 1 week now and all the CSR I have spoken with can only say ” I will make a follow for your line restoration”. Worst of all, I asked for a rebate since we have not enjoyed your services in full and yet they are telling me to CALL THE BILLING DEPARTMENT which is usually subject for INVESTIGATION while it also took me some time to be attended by the billing staff!!!!! What kind of service is this?????
Comment by Grace — November 14, 2012 @ 4:27 am
Thanks for sharing your experiences, everyone! I will update again PLDT about this.
Comment by Meikah — November 15, 2012 @ 3:11 am
@April Joy – Technically, some utilities companies offer a rebate for interrupted business. I hope PLDT does too.
Comment by Meikah — November 15, 2012 @ 3:14 am
Lumipat po kami ng bahay last nov 3. Nagpasa po ako ng application sa PLDT sa email para maitransfer ang line, date? Sept 15. for 10 days I ve been waiting for a reply so tumwag ulit ako sa CS nila. I was shocked to find out na wla daw notice sa account namin para itransfer ung line. Pumunta ako sa BCenter nila personally para magfile ng request.. Dumaan na ang October everyday finfollowup ko ung request ko sa kanila. Oct 25, napagalaman ko nlang nung pumunta ako personally sa BCenter ulit nila na naCANCEL ung request ko nung OCT 3, 2012!! At wla man lang naginform sakit about dun! Everyday for the past months Ive been waiting for a call!! So Oct 25 lang ngwan ng BAGONG SERVCE REPORT! Bumalik ako sa BCenter nung Nov 13 dhil sinbi nilang mga 2 to 3 weeks maiilipat na daw since matgal na ako nagapply! Nagulat ako nung sinbi ng kausap ko na more than a month pa daw to MINSAN DAW UMAABOT NG 2 to 3 MONTHS! ung iba daw 6MONTHS PA!!!!!! Naiiyak na tlga ako sa service ng PLDT!!!!
Comment by Faye Araniador — November 16, 2012 @ 1:08 am
Faye, I am so sorry to hear this incident. Let’s hope all your comments here will reach them.
Comment by Meikah — November 16, 2012 @ 2:23 am
Yes, this is PLDT customer service. They only said the same thing and answer to you “Sorry for your inconvenience, we will follow up your case as an urgent case. And we will feedback to you with in 48 hours”…… Do you know i am waiting for your feedback of my landline was disconnected sence 31 Oct 2012 to now (25 Nov 2012) to slove the problem or give me a call / email about this case status. That was more then 600 hours already. Every time i call to 171 just get the same answer and promise will call to my cell phone and email for me the status to follow up it. But all of that is nonsense. Now i would not paid any bill start from Nov to they fix my line. And once the contract was finish, will said bye bye to PLDT.
Comment by Mr. Seek — November 25, 2012 @ 11:41 pm
well, im sick and tired and calling your attentions really what i thought is that they are playing with thier systems as today i have my dial tone tomorrow i dont have any landline tone , so does with my internet connections oftentimes it got lost in the middle of our chat with my husband, thats ashame really but your company is good in collections it keeps updated and even advance on collections and never deducted the days and times your connections failed, and your csr told me to inform the collection department and it takes about two to four hours hanging for me to be heard so i just dropped the call as i get upset waiting for my turn, very poor really, i expecting since your communications company was the pioneer one, you will serve good to your customers but i was sooooooo dissappointed really its been years that were suffering here, im hoping my complaints will reach your good office please, please, please thank you
Comment by stefanie — December 1, 2012 @ 10:23 am
PLDT customer service is ridiculous!I’m sorry to say this but if not only with your reliable service I will not waste my time contacting you guys for more than 10 times already in the past 2 years regarding my billing issue.And until this time, nothing has been resolved. I am tired of this.You have hired incompetent customer service representatives. It made your company a lot of negative reviews in spite of your reliable internet and phone services.
Here’s what happened:
I was surprised when I verified my current subscription here at PLDT branch office in Cebu. The branch representative told me that I was subscribed to plan at 2500 pesos per month. I NEVER REQUESTED TO UPGRADE MY SERVICE TO THIS PLAN. I did request for a service upgrade over the phone (171) last August 13 to upgrade my plan to plan 999 at 1669 pesos per month.
I started calling about this issue in the first week of October. I have talked to different reps and they told me different information regarding my bill.Then, a certain agent told me that my subscription has been corrected on Oct.15. I received my bill in the first week in Nov. amounting 4500. I was super surprised so I called 171 right away. Then the agent told me that I needed to pay 1,100 only to keep my service because there’s an adjustment created in my bill.I just called now, 12/05 and the rep. told me the my current balance is around 4000 and there’s a pending adjustment that needs approval requested in Nov. 9. IT HAS BEEN MORE THAN A MONTH SINCE IT WAS REQUESTED AND IT HAS NOT BEEN APPROVED?The rep then told me to settlet 2900 to keep my service.WHAT IS GOING ON?I HAVEN’T RECEIVED MY BILL YET.PLEASE HELP ME WHO DO I CONTACT TO FINALLY FIX THIS ISSUE.THIS HAS BEEN VERY INCONVENIENT FOR ME.
Comment by Jane Marie Sardido — December 5, 2012 @ 2:05 am
who has the email address of the PLDT executive department here
I really want to raise my concern to the executive department. I have been treated poorly by the customer service representatives in the last 2 months.
Comment by Jane Marie Sardido — December 5, 2012 @ 2:10 am
grabe talaga ang mga tech. ng pldt nag report ako na wala kaming incoming at outgoing noong nov.5 dec.6 na ngayon unresolve pa rin anong klaseng serbrsyo yan kainis talaga ang pldt ang kupad ng repear..
Comment by marlene siplao — December 6, 2012 @ 5:22 am
Hi everyone, thanks for sharing your experiences here. I’m still trying to get all your feedback to reach them.
Comment by Meikah — December 6, 2012 @ 8:07 am
mga guys isi2 nyo sa mga contractor kasi pg wlang trouble wla silang ki2tain. Sila mismo gumagawa ng ikasi2ra ng connection ninyo…hahahaha kawa2 nman nga subscriber ni pldt
Comment by exaggerated — December 12, 2012 @ 2:20 pm
PLDT sucks almost a year naku ngaantay sa result ng application ko then last month malalaman ko na marami pa pala slot sa area namin…MR Gayeta of PLDT who controlling the connection here in CAA! porket kaibigan nya ang kapit-bahay namin..gusto din namin mgpakabit ng landline and DSL sa bahay napakaimportante ng landline and DSL samin lalo im working as IT.. hindi un for business kung inaakala nya na sa Comp. shop na umuupa samin un…ung compshop ay may sariling internet connection un and ka-competence ng kaibigan nya na taga dun samin kasi kaya hinaharang nya ang connection namin…MR gayeta sana karmahin ka and sana mailipat sya sa ibang lugar…PLDT management sana tuunan nyo naman ng pansin ang req. ko..sabi ng taga PLDT my account naku and ready for connection na pinagbayad naku ng installation fee then one time my tumawag sakin kung gusto ko mgavail ng telepad sa PLDT ko..dun ko lang nalaman na dapat pala my connection na ako sa bahay..then nung tumawag ulit ako sa PLDT sabi wala na slot….? panu nangyari un kung yong unang contractor na nakausap ko pinakita mismo sakin na my slot pa sa area namin and bigla naman wala na nung si MR gayeta ang nagpunta kasama ng mga contractor.. and thers a lot of rumours na tumatangap si MR gayeta ng suhol..actualy momy ko mismo ngbabayad ng 5h pesos every punta nya sa bahay nung time na hindi pa napuputol ang landline sa bahay….
PLDT management i know Mr Gayeta is one of the boss in your branch..sana po mapagtuonan nyo ng pansin at imbistigahan ang anomalya na nangyayari sa departamento ninyo…kalat na kalat na ang usapan sa lugar kung san sya nakaasigd na inaabotan sya ng mga consumers for protection or especial service…without a proof nasasabi to kaya sana po ay imbistigahan nyo para di na masira ng tuloyan ang PLDT at ang tingin ng tao sa inyo…..maraming salamat po…
hindi po ako naninira ng tao kaya nasa inyo po ang choice para imbistigahan ang nanyayari sa mga tao nyo..sayang ang pinapasahod nyo kung di nman nila nagagawa ang “customer service na sinasabi nyo…”
Comment by Herbert — December 21, 2012 @ 7:29 am
pangangakoan kalang ng maganda ng mga boss nils then pag umalis kana sa bussiness center wala na limot na mga sinabi nila sayo….ang nakakaasar pa ung mga employee ng PLDT na humaharap walang kwenta…kapag bayaran na ang gagaling mangolekta ung service nila di inaayos…
“who has the email address of the PLDT executive department here
I really want to raise my concern to the executive department. I have been treated poorly by the customer service representatives in the last 2 months.
Comment by Jane Marie Sardido — December 5, 2012 @ 2:10 am” yeah me to gusto ko malaman kasi dapat makarating sa top management ng pldt ang concerns..kasi puro complement lang ata ang alam nila.
Comment by Herbert — December 21, 2012 @ 7:34 am
ako nga sa office almost 6 months di nila matrace ang sira ng line namin kasi madami kami pldt lines minsan naririnig usapan sa kabilabg linya….ayon pinakialaman ko ang MDF box papunta sa poste shorted lang pala..ang dami pa nila sinasabi pag pumupunta dito..line testing daw…technical problem sa main at kung anu anu pa….wala naman nagagawa…kundi pa ako nangialam sa linya hindi maayos..
Comment by Herbert — December 21, 2012 @ 7:37 am
Hi everyone on this thread, it seems most of you are lucky enough to actually get through to a csr, I have been calling them for more than 2 months and cannot get through to a Human Voice…. Dial 171 and it goes through the automated recording when it finishes I press 3 IMMEDIATELY and the reply is you have not entered the correct response in the time allowed. And 172 that’s another joke “Please enter the area code and telephone number your DSL is connected to” I do that 3 times before the recording changes to “you have exceeded the number of tries please dial again” and my latest interaction with PLDT when paying the Bill is “Sorry about your concerns but the whole thing is run by a computer” you just have to laugh or you would cry….
Comment by Steve — December 27, 2012 @ 12:50 am
PLDT customer service sucks real time!! I have sent in my new application for landline since September and received a text message requesting for payment of installation fees which I settled immediately. But till now January 2013, noone from PLDT come to install the phone despite I have called many times (Oct i called 3 times, Nov I called 3 times and on December I called 4 times) speaking with various call center officers and repeating my concern hundreds of time and everytime, the call center officer told assured me that they will look into in personally and endorse this concern to their supervisors BUT nothing happens!!! I was a fool to believe them. Today i called again and was promised the same thing. So PLDT service SUCKS big time. I actually applied for a new globe line during the same time and within a week, they had the lines installed. Good job GLOBE!!
Comment by Juliana — January 5, 2013 @ 7:04 am
PLDT ang inaaplayan ko is 5mbps( 3,000 ) for my Internet shop. bkit sa bill eh umaabot ng 3,800 up pa??? tapos ang pangit pa ng serbisyo nyo on and off ang connection at laging naka hang ang phone..nawawalan kami ng costumer asar lagi…sa billing lang kau magaling pro sa totoo lng nkakaperwesyo na po tau…
Comment by el — January 5, 2013 @ 2:22 pm
Reading all your comments I guess I’m not alone. I decided to write a blog about it out of total dismay.
GRABE! PLDT is indeed the worst telecommunications company in the Philippines… EVER!
Click the link to read my blog on PLDT.
http://genkuro.blogspot.com/2013/01/no-primary-cable-available-to-service.html
Comment by Genkuro — January 15, 2013 @ 2:16 pm
grabe talaga and customer service ng PLDT. December 13, 2012 i paid my installation fee, i even asked the staffs on that branch that it will be installed 2-3 weeks but my goodness 2013 na wala pa din. matatapos na ang JANUARY mag FEBRUARY na wala pa din napagod na ako kaka dial sa 171 at kakapakinig ng paulit ulit nilang irarason sayo. hays.. tama yung sa One More Try na palabas. Di nauubos pera ko pero pasensya ko. ubos na lintik na PLDT yan. ikabit nyo na landline at internet ko bwisit. hahaha
Comment by Lesley — January 21, 2013 @ 2:26 am
ask ko lng po kung ano n status ng inapply ng husband ko nung oct 12 2012 p po cya nag apply until nw wla p din po svi nyo po pupuntahan nyo wthin 1week until now wla po pumupunta,asap,tnx
Comment by joy saluna — January 23, 2013 @ 7:29 am
Talk about PLDT. Now I finally got my residential line… But for 3 months I never received a single bill ! Despite having specifically requested it to be sent through e-mail (yeah.. PhilPost is no better…) !
After 3 weeks of complaints, a rep told me “why don’t you register on our website ?” Problem is that the cited site is defect and “under upgrade”… and as usual I had to drive to PLDT to obtain a copy of the bills… This is the first country where I have to run all over to get my freaking bills…
Comment by Patrick — January 23, 2013 @ 12:46 pm
i wish to get on time emails about PLDT billing statement. is it possible? my time is very occupied and i usually spent lots of time reading emails, that is why i would be happy if i received my PLDT billing payment perhaps fifteen (15) days before due date on my email account. please do reply if i have to do something else to be accommodated.
Comment by Raquel S. Bautista — January 28, 2013 @ 8:14 am
Good day and thanks to Mrs.Patricia P. Cruz, in Mandaluyong Business Office, its been a long time na nagbabayad ako ng pldt bills, she is the one na nag- ask skin kung meron akong SM ADVANTAGE CARD. i said i have but i left in my house, and she says kung gusto nyo po mam balik po kayo dito or call nyo na lang skin ang SMAC nyo i said mas okay po yon, dahil dina ako babalik happy ako xc mgaling xa mag assist nkikita ko sya always the way assisting to all the customers she is coo and good, now lng at first time sya nagassist skin my mganda pang ngyari dhil di na masasayang ang mga points ko..Again Thank You Very Much to Mrs. Patricia Cruz.
Comment by Russel Timwat — January 30, 2013 @ 3:27 am
I thought I was the only one who had (and is again currently having!) a horrible experience with PLDT. This is the summary of what happened to me in which I reported to NTC.
December 13, 2012 (around midnight) – I called PLDT because our DSL was not working. I was told that they will open a ticket number to fix it. I was also advised to have the computer turned on so that their technical team can remotely fix the issue.
December 14, 2012 – Someone called our house advising that they have changed our phone number because they had a system migration. We asked why we were not informed ahead of time, the CSR just apologized.
That same day, I also called their tech support to follow up our DSL line. Also informed the support that we received a call from PLDT that our phone number was changed and requested to take note of it for it might be the reason why we lost internet. Still, I was advised to have our PC turned on. Note that our computer was turned on for more than 24 hours already.
December 15, 2012 – I called in the morning to follow up our Internet Connection. They said that they are working on it. I told them that our family will leave our house and we can not let our PC turned on. The support said that it is okay to turn off our PC.
December 17 or 18, 2012 – My dad went to the nearest PLDT Business Center to complain why we were not informed ahead of time that our phone number was changed. He was told that there was a system migration and that our area was affected. Ofcourse, our complaint was not even acknowledge. They even informed us that maybe, no one answered the phone when they called prior to the changing of our phone number. We are paying them thousands monthly for more than 15 years now and they did not even bother to find ways, to notify us properly. We are still receiving our bills on our current address, how come they did not send a formal notice to us in writing? My dad also requested the business center to look into our Internet connection. They assured him that their technician will visit our house within the week. My dad informed them that they should schedule it on weekdays because we will be out of town on December 22 – 24. The representative on the business center acknowledged it.
December 20 and 21, 2012 – Called to follow up internet connection. I was told that our new number is not yet reflecting on the DSL system. I was asked again to call 171 and press option 1 and option 1 for reactivation. I looked for a manager and on December 21, I was told that our new phone number is already active and that we should have internet connection within the day. I called again same day in the afternoon and was advised to wait 24 hours.
We were out of town December 22-24, thus I was not able to call them.
December 24, 2012 afternoon – We still do not have internet. Called to make a follow up and again, was advised to monitor within 24 hours.
December 25, 2012 – Received a text from the technician asking if we already have internet connection. I told him that we still do not have an internet connection.
December 27, 2012 – Received a text from technician asking why no one is answering on our phone line. I was at home that time and told him that our phone is not ringing. Apparently, he was calling our old phone number. I told him to call the new number instead. He said that he went to our house December 23 but no one was around. I told him that we were out of town and that my dad informed the PLDT branch that we will be out of town that weekend. While on the phone, he asked me to do some basic troubleshooting on the PC. It did not work so I was told that he will need to visit us to check. He came to our house in the afternoon, he called PLDT and the issue was our new phone number was not associated to our Internet connection.
So all along, this was PLDT’s fault. If they did not changed our phone number, we will not have that hassle and inconvenience.
December 27, 2012 – I set up our personal router and it worked fine for an hour. Suddenly our personal router is not working. I called PLDT Tech and was told that they did not support personal routers. Since I do not want to go to the same ordeal of calling their customer hotline almost everyday just to have our issue fixed, I just let it pass.
Now, about the wireless connection in our home, we can not live without wifi as most of our gadgets rely on wifi connection. I checked the plans of PLDT DSL and got interested with their plan with free wifi modem. Take note, in-spite of all the inconveniences I experienced, I am actually willing to PAY MORE just to have a Wifi connection in our house.
First week of January 2013 – I applied for an upgrade. I was told that they need to speak to the account holder, which is my dad. My dad is out of town and was informed that I can email a scanned copy of my dad’s ID so they can verify before they confirm the job order. I did emailed them and called back. I was told that they can not check the status of the application because their system is down. I was told to call again later. I also asked what are the requirements for the upgrade. They said that if the account holder calls them, they will automatically issue a job order without the need of IDs.
2nd Week of January 2013 – Since my dad came back from his vacation, I asked him to just call the support. He was told that the activation for the upgrade will take 5 days and another 7 days for the Wifi Modem.
February 6, 2013 – I called PLDT again today only to know that there was no job order issued for the request of our Wifi Router. We waited patiently for almost 3 weeks only to know that their representative did not fully processed our request.
This practice of PLDT Service is not acceptable. Again, I am willing to PAY MORE and adjust just to make their services WORK for me but what I am getting is this bad customer service. I live in the province and would subscribe to other companies if I could but as of the moment, PLDT is the only company who can service DSL connection in our area so I have no choice but to deal with PLDT. I sent several complaints to PLDT already but they did not even bother to acknowledge it.
Comment by Ben — February 6, 2013 @ 4:58 am
Sana magkaroon na ng cancer ang lahat ng mga tamad at pabayang empleyado ng pldt. Two weeks na namin inirereklamo na wala kaming pldt service (line dead) sa bahay namin sa batangas at napudpod na ang aming mga daliri sa kada-dial ng 171 pero ang mga hinayupak at mga demonyong sumasagot dito ay puro lang pangako binibigay. Sana mamatay na lahat ng tamad at walang pakniabang na empleyado ng pldt.
Comment by Rick — February 12, 2013 @ 3:26 pm
follow up ko yung pldt application ng brther pldt dsl po yung until wala pa din, nagbayad na din kami. ang nakapangalan albert bantay
Comment by tina calicdan — February 14, 2013 @ 11:47 am
PLDT customer service is very very BAD.
They assure u just to end the conversation over the phone!
Been following up my request for change of unit for 5weeks now!really disappointing!
Comment by aj from bacolod — February 26, 2013 @ 2:22 am
Normally, I don’t rant and rave about anything. I take it as it is,but our problem with PLDT is REALLY something.
To cut a long story short, our landline phone got disconnected and we promptly paid the required amount on January 11, 2013. After SEVERAL useless calls with their so-called Customer Service ( 8888-171 ) we STILL DO NOT have a dial tone, and it is March 5 2013.
I have missed out on important job interviews ( not all Employers are keen on using text or email messages ), as well as several very important calls because of this.
Tulad ng sabi ng nanay ko, kung nasa America lang daw kami million na ang damages ng aabutin ng PLDT sa akin ( or sa ating lahat kung Class Suit ang naka-file ). Pero, nasa Pinas tayo, eh. Pahiram na lang ng granada at tatapunan ko na lang ang opisina nila sa Welcome Rotonda.
Thank you.
Comment by Anton — March 5, 2013 @ 8:20 am
Well, we got the same issue here! Requested for simultanous transfer June 2012. 3rd party provider was able to transfer after almost 3 months as well. New phone number given. PLDT database not reflecting new number. Phone does not ring during incoming calls. Never did came back for repairs. We’re continuously being charged. Of course I’m not paying. They had the phone line disconnected. They cannot process my concern over the phone saying that it is disconnected. Now we’re the one who got a payment balance. I’m requesting to have it zeroed out and I’m not even requesting to have the line fixed. “We’re forward this to the technical department”, never mind. Issue still not resolved. (Just in case PLDT is still concerned, Account number: 0217950880)
Comment by Kara Abu — March 5, 2013 @ 4:58 pm
Its been 3 weeks from the time that i am experiencing no dial tone from my phone, and when i report it last week, until today there was no personnel who fix this issue, they have a very poor after sales service.
Comment by Jesse Aguirre — March 5, 2013 @ 11:46 pm
The same happened to our company. They told us that it will take only 1 week to transfer our line but it’s been in it’s 3 weeks now. Turtle service PLDT, change the way you transact business with your clients. We are on business too.
customercare@pldt.com-wake up!!!
Comment by Cristy — March 6, 2013 @ 6:26 am