Saturday, June 30, 2012

Piss Poor Landline Service I've Been Getting from PLDT Since Last Year

PLDT landline
When it comes to service problems, it has been my experience that the megacorporations are the ones which are most frustrating to deal with. With small businesses, you can find the owner and complain directly and the owner usually addresses your concerns as quick as possible. With megacorporations, the big fish are always out hobnobbing with fellow millionaires (and billionaires), with no way for us mere mortals to contact them. All we get to talk to are grunts who don't really care about complaining customers because 1) we're just one of the many many complainants they talk to every day and 2) we can just go screw ourselves and transfer to their competitors because they will still get paid and new subscribers will take our place. In short, they don't care about losing our business.

PLDT is one such company. And this is a long rant.

When we transferred to a new apartment building last year, I applied for a new PLDT landline service. I had been a subscriber for years and although our previous landline phone occasionally had no dial tone, the PLDT branch was just a five-minute walk from our house and having the problem fixed was easy. As for the bills, I was never behind in paying them.


The new apartment building already had a connection box at the ground floor, making installation of phone lines much easier for the phone technicians. I asked the girl who handled our application if the technician would inform us first before dropping by to install the unit, and she said yes. Unfortunately, the guy dropped by unexpectedly -- I was not home and was not able to give instructions on where I wanted the unit to be installed. When I got home I just found the phone installed on the wrong part of the house. I wanted it in my room since I would be using the phone for work-related calls and I wanted easy access to my computer and paperwork while on the phone. Instead, it was installed in the living room.. (They assumed I was one of those normal people who put phones in their living rooms.) This happened first week of August 2011.

I called 171 the following morning. A total pain in the ass! I had to wait for 2 hours to talk to a CSR, then I was informed that I would have to pay P500 to have my phone transferred to my room (less than 10 meters away, on the same floor). I wasn't given a date as to when the technician would transfer the line. The following day, someone from PLDT had the audacity to contact me not about my concern, but to sell me an upgrade.

After one week, the technician finally came. He checked the connection then left, saying that he would be back that afternoon. Of course he never came back. After more than a week, I called up 171 again to follow up but just got annoyed since noone was answering the phone! The irony was killing me: there was this bigass PHONE company but noone answered their phone. Just the same music for more than an hour until we gave up. Calling 173 was equally useless -- the call was answered at once but the CSRs couldn't and wouldn't help us, claiming that my concern did not belong to their department. I even requested the 173 CSR to just note down my concern and forward it to the proper department because noone was answering 171, but he refused. Quality service at work!

August 23 I emailed their customer service department. The next day, I got a reply and two days after that, a promise that they would look into my concern.

Still, nothing happened. I called 171 again and after a long time spent listening to their music, I got to talk to a male CSR who told me that there would be a P1200 charge to have the phone transferred. I got furious and demanded to know his name and that my call be transferred to his supervisor. After putting me on hold, he came back and told me that the P1200 charge was already waived and that my problem would be prioritized.

PLDT landline
not my facial expression whenever I call
PLDT customer service hotline

September 7 rolled by and still nothing. The PLDT truck would pass by our street every now and then, as if tormenting us. I again complained via email and stated that if they didn't want to transfer my phone, they should just give me a free cordless phone. After one week, I got another canned apology and a promise to take care of the problem.

When the technician finally arrived, he informed us that their team was told to drop by our place just that morning. Well, wtf? It took the customer service department one month to forward my requests?

Anyway, the technician was already there. The phone line was connected in the right place. It took him about five minutes. As a bonus, he did not disconnect the previous line so I got a free extension. We gave him breakfast and a tip as a thank you. I thought my problems were finally over. Big mistake.

The next day, the phone got static. It was hard to hear the person I was talking to. When I reported it to 173, a technician came back and informed us that the problem was with the wiring used in the building. The guy talked to our landlord and we learned that the problem was complicated since the wiring was behind concrete walls. Having a static-y phone was better than nothing so we put up with it. Sometimes the phone had no dial tone for a day or two but then would be working again. We just blamed the building's wiring system for the problem.

First week of June 2012, my phone went dead. Before, even if there was no dial tone, there was still static. Now, even the static was gone. When the dial tone did not come back after a few days, I reported it to PLDT. Hating their hotline and disillusioned by their email customer service, I tried the PLDT Landline Facebook page. In fairness to the person handling that page, I got a prompt reply and the person was honest enough to let me know that the page was handled by the marketing team and they did't have direct access to PLDT's database/system. The best they could do to help me was to forward my concern to the proper department to check and advise them to prioritize it.

After a day or two, the phone rang. It was the technician, testing if the phone was already okay. He said he would call again after 30 minutes. He didn't.

After less than a week, the phone died again. I emailed customer service but got no response so I sent a message to the Facebook marketing team again asking for help. Only then did the customer service personnel send me an email. I knew that the email CSR responded to the Facebook team's request instead of my direct request because the name he used to address me matched my Facebook name (slightly different from my email/billing name).

PLDT landline

A technician came by again, checked my connection, and said that I couldn't use my room connection because of the faulty building wiring. He grumpily said that if he was going to fix it, it would eat up all of his time. I had no choice but to use the phone in the living room.

The landlord learned about my dilemma and offered to have his electrician check out the connection. And guess what, they did it! After fiddling with the phone jack for about half an hour, the electrician was able to fix the problem. My room phone is now working, and without static!

I got to talk to the landlord after they fixed the line. I learned that he had been having the same problem with PLDT even in his new apartment building. The new apartment building is practically a clone of the building where I live, just down the road. As of last year, he thought that the problem was really because of the wiring in our building. Apparently, when he had our apartment building built, he outsourced the electrical job to a contractor and that contractor seemed to have chosen lower-quality products. When the landlord had the new apartment building erected, he chose to handle the purchase of the materials and equipment himself, selecting the top quality ones. And still, PLDT personnel claimed that the new building's wiring was faulty and low quality! That was when the landlord had electricians double check PLDT's claims.

So, what can we conclude? Aside from having unresponsive CS personnel, PLDT employs technicians who are either incompetent or just plain lazy. Our landlord was already nice enough to have taken care of the wiring himself -- putting up a connection box so that the PLDT guys do not have to install the wires themselves. They just have to activate the phone jacks in the walls. Tsk tsk!

39 comments:

  1. same here. We weren't satisfied with their service too. They have very slow and putol-putol internet connection and yet they do not take any quick action to that even though we keep on calling them.

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  2. had problems with pldt too.. laging napuputol ung tawag and we have to report it N times.. good thing improving namn ngyn..but still.. ang tgl nga ng service nila!

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  3. I also had problems with my dsl before and they continued charging me even when they have acknowledge that my internet is working. It took them so many months before being able to fix the problem and I still was charged by them. That's the problem with big corporation they have lost their souls and its just pure business.

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  4. I think they dont improve their service because they know their the biggest telco company here in the philippines . we've had enough of PLDT issues so we decided to use just mobile phone and broadband sticks and wifi

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  5. I hope someone from PLDT can take time to read this. Sorry to hear about your bad experience with PLDT

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  6. Very frustrating experience which I can relate to.

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  7. I can relate to this! 2 yrs ago, we lost our internet connection for almost 1 week and the telecommunications company didn't do anything at all! Worse, we paid on time but we didn't get the services we deserve.

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  8. Ay ganyan talaga serbisyo nyan kasi ang smart at pldt walang pinag kaiba parehong palpak! Monopolyo na toh!

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  9. Yes, most of the times, mas mahirap humingi ng serbisyo mula sa mga big companies. You really need to wait. Since we're just 'one' of their 'millions customers', we really need to wait for our turn to be served. Ganyan talaga siguro!

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  10. let that problem be with mom. LOL, But yeah.That problem should have action soon.... sooner.

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  11. I guess several of us experienced poor internet service at one time or another. Kami din, we had a really bad experience with our previous provider. Halos every week, may 2 or 3 days na walang connection. We now have a different provider. So far, so good. :)

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  12. Haaay...nakakainis ;yang mga utility service providers natin. They know that we are too small and we don't have the power to harm their mega-corporations.

    We can't sue them because they have great lawyers who can easily crush us in court. What we can only do is grind our teeth in anger. Grrrrr....

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  13. that is why we shifted to Globe Lines for our internet connection.. PLDT sucks

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  14. sure enough, they don't know what customer service means.. I hope they will work out on the issues because we customers are paying for this.

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  15. I had same kind of problems too.... now that I am in cavite in a new subdivision, no cable yet but it's lesser problem using my handy phone.

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  16. I totally hate it when companies give their canned replies although I understand that it's an SOP. Still, it doesn't help if you're really problematic and all you'll read is "Thank you for your message. We have received your...blah blah blah". I hope your problem with PLDT will be settled soon.

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  17. This is the reason why i choose Bayantel...

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  18. Haven't experienced having problems with our PLDT landline but we always have problems with our internet connection with PLDT before but almost all the time it was resolved and they even reached out and went to our house to resolve the issue.

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  19. Thank God we don't have PLDT in our lives anymore. XD

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  20. costumer service in the Phils. is really the worst .same old problem ,they don't value their customer .after lang sila sa bayad

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  21. We used to have PLDT line before but shifted to another telecom company due to same problem/s as the rest of us here.

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  22. How awfully frustrating!

    I have to say, and I know this is no consolation, that it's not different here in the Netherlands with customer service.

    Only you do get results when you complain in writing!

    Ironic thing that their service is communication, and how amazingly unresponsive is PLDT to their customer's needs.

    Hope the rant helped you a bit, and perhaps this will reach the proper channels.

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  23. Aww.. Sorry to hear about this sis. Actually, I've had a grudge against PLDT for what they did to me years ago. I applied for a landline + DSL bundle which took 3 months to process!!! Then, after they processed my application, turns out that they signed me up for just landline! Kabwisit diba, pinag-antay na nga mali pa! In the end, I just cancelled the application.

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  24. but the saddest part is we dont really have a choice in phone services

    most of them are crap T_T

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  25. i sympathize with the author of this rant. That's why I got Bayantel extra prepaid phone (counterpart of PLDT's wireless landline) and every month i just buy the Php100 prepaid load - much cheaper than PLDT. At least I get to bring my landline anywhere within metro manila. Whenever I make outgoing calls, it doesn't automatically get disconnected like PLDT wireless landline. To my surprise, this is my 4th year of using Bayantel...! And it is way much better than PLDT.

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  26. i really felt so disappointed on the service of pldt!!!..landline and internet. imagine, it's already almost 2 weeks since i called 171 for my concern that i don't have a dial tone and internet but then until now nothing happens..i even follow-up my concern everyday,they just said that they will forward my concern to the assigned technician..but then nothing happens..and it's not this time that they did not gave an immediate attention to some clients concerns..and i had experience it..and this is the worsed!

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  27. hey,concerned agency! GISING! we did not subscribe your services just for nothing! DO YOUR JOBS! KAYA DI UMAASENSO PILIPINAS DAHIL SA MAMAYA HABIT NA 'YAN AND KAY JUAN TAMAD!

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  28. Dapat our government should do something about this and sanction PLDT FOR THEIR SHITTY Service. They should represent the people and place PLDT under inquiry. Imagine the nerve of calling their product DSL when I can't even send a 567K image via email!!! WTF?

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  29. 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!!!!

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    Replies
    1. Wow that's awful. When we transferred residence, what I did was to cut the previous line and apply for a new one (new address) instead of just having the line transferred. I suggest you try that instead of pushing through with the line transfer. It's really stupid for PLDT to take weeks or months just to do a freaking transfer.

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    2. I tried both no to avail.

      First step: Apply a new land line while the other line is still back at the old address. Applied since October 2012. Nothing happened.

      Second Step: Transfer telephone to old address using the option that disconnects the phone line and stop billing.
      Does not work.

      Hopeless.

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  30. 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.

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  31. I Think this is how they make money. So dont subscribe to PLDT.
    they SUCK!!!I have been having the same problem OVER AND OVER AGAIN! NO DIAL TONE! NO INTERNET! POOR CUSTOMER SERVICE! THEY WILL JUST MAKE A FOOL OF YOU AND ROB YOUR MONEY!!!THEY CAN KISS MY ASS!

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  32. Make sure you ask for a rebate for the days that you didn't get their service. And make sure you ask for a reference number from the first time you called 171 to complain. As soon as service is restored, call 171 (billing) again and use the reference number given to you for rebate request. If they don't give you rebate, file a complaint at DTI (Department of Trade and Industry). The DTI will be the one to compel them to give you the rebate. Filing of complain at DTI is free of charge.

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  33. They SUCKED big time

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  34. PLDT just dont care about their customers.That is the sad truth!

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