I had enjoyed my wi-tribe subscription for more than 18 months. I had a 1Mbps subscription at P999/mo, and I was happy with it. When I moved in to a new unit within the same condo last June, my wi-tribe Internet connection went from awesome to lonesome. I lost my wi-max signal at the unit I moved in to. And I need a broadband connection to be able to work from home.
I applied for BOTH Globe Tattoo DSL and PLDT DSL. I filed my application both via their hotline. They both told me that they will need to check whether their service is available at my location.
To start, here’s my Globe Tattoo DSL experience:
May 30, Wednesday:
Called to inquire; Filed application for subscription via phone.
Jun 3 Sunday:
I called hotline. was informed that line is available in my area.
I received a call, was told that installation team is ready for scheduling. I requested Wednesday, but earliest was Thursday.
Jun 7: Installation sched 8-12noon.
Installation team arrived: 12:15pm.
Installation / Upgrade
I was informed of upsell (upgrade speed). What we opted for was to change plan to higher plan with additional landline, upgraded speed (2Mbps) and wireless router for free.
- Package originally applied for: P999/mo, 1Mbps, regular DSL Modem, no landline
- Package we wanted to upgrade to: P1299/mo, 2Mbps, WiFi Router, Landline, FREE Globe to Globe NDD Calls forever
I called hotline to find out what needs to be done to upgrade to wireless router.
I Was in a call for 1 hour.
Key messages of my upgrade transaction:
- Initially i was told by Gia that for this transaction to happen, my 999 plan would be pre-terminated, I would be charged a pre-termination fee of P2,000. And then the 1299 plan will be given to me.
- I said I did not agree with that pre-termination. it doesn’t make sense. I was transferred to Jean.
- Jean updated the info, I will no longer be required to give pre-termination fees.
- Jean told me that there will be an additional installation fee of P500 for the second modem (wireless). I did not agree.
My sense is: “I am an incoming new subscriber. Do not penalize me for buying more of your services.”
Jean helped me by taking note of my concern. She said that based on her annotation, I can file a “dispute” if I am charged with a second installation fee. It’s not the best setup. I would have appreciated it better if she just put in that we agreed to waive the second installation fee. Oh well, I’ll take it.
Just when she was about to give me the reference number for her annotation, the phone call got cut — we had reached 1 hour on the call.
I told my honey: “If she calls me to give me the reference number, I would be impressed.” I waited a few minutes. When I didn’t get a call from Jean, I made the call.
I was answered in a Visayan dialect. I was pleased to find out that they have a Visayan call center. Good job on localization!
Unfortunately, I was routed to the wrong call center. Maybe it was the keys I pressed in the IVRS.
I was transferred to a second call center agent – Cenon.
And then I was transferred to a third call center agent. This third agent was able to access Jean, so I spoke to Jean directly (after around 20 minutes into the second call).
When I spoke to Jean, it was like talking to an old friend. She apologized for not calling me back after the dropped call.
We had a little fun banter, I told her: “I was almost … almost impressed! If we had only another 2 minutes in that call (we got cut at the 60 minute mark), we would have completed the transaction.”
Alas, I needed to go through the second set of 3 customer service representatives just to secure the annotation of Jean.
We ended well. I was able to get the reference number I was looking for. I will use this when I have the 2nd installation fee reversed.
While I was talking to Jean, the installation team came back from their work at a nearby Globe technical box.
They completed their work. And I had an internet connection by 2:15pm. Not bad! I’m happy.
Quality check. Transaction completion
Lastly, I received a call from Globe once again.
It was a quality check. They verified whether my internet was now working.
They verified whether the installation team went through the complete checklist of things to say and do.
That’s the part that got me impressed. They sure did good service today.
Areas of improvement:
1.) The installation team could have come in earlier.
2.) Just as a bonus, it would be good to inform the subscriber to get a gate pass in the residence prior to the arrival of the installation team. Otherwise, that would have been another cause of delay.
For my experience, in the DSL service competition between PLDT DSL vs. Globe Tattoo DSL
Winner: Globe Tattoo DSL
Here are links to the three providers mentioned in this article:
p.s. Wi-Tribe has served me well. I got a good connection from them for 1 year and 10 months. But when I moved units, the connection went down to zero. I know that it’s because of the location. Let’s see whether my neighbors will be interested on taking on my WiTribe.
P.p.s. PLDT myDSL never got back to me. I filed an application via phone call. They never called me back to inform me whether PLDT DSL is available in my area. They just lost one customer .
p.p.p.s I am happy with my Globe Tattoo DSL line. There’s a side story though. A few days after installation of my 1Mbps Globe Tattoo subscription, I followed-up my upgrade. I was told that I would have to be given an ADDITIONAL 2 year lock-in period because I was getting an upgrade. “Preposterous!” (naks!). Long story short, after speaking to more than 10 customer service representatives, Anthony (employee number ZTCM 0361) resolved the issue. He took responsibility, saw how “preposterous” it was to give me an additional 2 year lock-in, and simply waived the lock-in. Commendation to you, Anthony!
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