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.
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.