We went to the City a day early than planned last week. We encountered some internet connection downtime and we rely on the Internet for both our jobs. We were told that it won’t take too long and it will soon be restored, so we thought, fine. We’ll stay in the City for not less than 3 days, anyway.
The day when we were supposed to go back, I got sick and received a call that we still have no internet connection here. I called Globe hotline to further check and they told me that it has been long restored and we should be able to connect to the internet. We came home finally today, happy to be arriving home safe. Me and my husband has found Bohol a sanctuary, a place of zen and peace. Oh yes, I have an immature yet jolly father, I have 2 rowdy lazy brothers, and a temperamental stepmom; but here we have the free-hand to decide, to be a family, to be angry when things get tough and to express that anger. Here, we are humans, and we are free to stay and we are free to leave.
Going back, we checked the computer right away if indeed we have connection, since we left my brothers were not able to connect to the internet. We did some basic troubleshooting and checked the modem lights, seems okay.
I called Globe to request for assistance a little later. I spoke to someone who placed me on hold for 5 mins to pull up my account (I know, his computer must be located on another floor of the building). He came back on the line, thank goodness; and asked what’s the problem so I narrated about the trouble a week before and that I was told it’s been fully restored. He placed me again on hold for 3 minutes and then came back and told me that the person I spoke with yesterday was wrong and that there is still outage in my area. I think my tired mind (due to lack of sleep) just exploded. I told him, I do not believe you, give me to someone else. After 5 minutes, a so-called Supervisor came on the line (which I bet was the same person) told me the same thing. With a firm voice, I asked, “But why are my neighbors connected to the internet and we are not? Are you trying to tell me that luck just struck me or that life is just unfair sometimes?” He said rubbish things and I refused to listen. I told him why can’t we just do some troubleshooting? He insisted on the outage. I then demanded for a tech dispatch and he refused because the support group according to him will cancel the ticket. This was what transpired:
Me: Why can’t you dispatch a technician when all the lights on the modem are okay?
Tech: Because there is an outage.
Me: What are you doing on your end then? This has been going on for a week.
Tech: Our support group are fixing the cabinet.
Me: Where? The cabinet is just right across where I live.
Tech: Maybe, they are just testing in other locations?
Me: So, I am the only one with connection issue and they are testing other locations? Do you have any idea how stupid you sounded? Can you call any of your support group in my area then?
Tech: I can’t do that maam but I will escalate this issue to them.
Me: You know who these people are? Coz I know them, they are my neighbors. Can I call them instead?
Me: Right. You are escalating this issue to people you do not know and you are not allowing me to call these people that I’ve known since I was a child.
Tech: Because, it’s our process Maam.
Me: If me and my husband will not be able to work because you refuse to fix my problem, will it be okay that we don’t pay the bill and you send us money to pay for our other bills and food? Of course not.
Tech: Maam, I’m sorry I can’t hear you. Then the line got disconnected.
I did not bother to call the hotline again for another pointless talk so I told my husband I’ll just let him use the USB Stick for now so I can sleep this off and talk to somebody else down at Globe when I have the right energy to declare war; and that maybe I’ll get someone a lot more sensible.
When I was about to leave the house to buy some prepaid load, my husband changed the GUI password and thought that the year should be 2012 (which the tech dude insisted to be 2013) because our line started last year, and he was damn right. We only had authentication problem and the dude at Globe was just too eager to get rid of us and insisted on a network problem.
Globe, aren’t you forgetting that we are in the call center, selfie and techporn era that your chances of getting away from tech-savvy customers are freakin’ slim? Come on! You had to kick out 3 employees last year for extortion, train your people well please! Just the basics, just the damn basics!
That encounter made my day today. Our call centers here now sounded more like the typical set-up.
We have our connection, and we fixed it!
Globe broke it, we fixed it!- Handy Manny