Good job SMART...so far...

I have been having issues with SMART for months now and it has come to that point where it was getting to be totally frustrating and it has been a thorn on my side month on month.

First they said that I didn't have to pay for data charges so long as I was subscribed to their Blackberry sachet pack. Then my bill came and I was charged for both the sachet pack (which cost P1,200) and for data charges that amounted to about 2 grand. I was like, WHAT?! I called them up and they apologized and they said that I shouldn't have any problems anymore since I was subscribed to the sachet pack. The next month, it happened again and this time they said that my settings were incorrect so I went to the Smart office and they said that regardless of the settings, if I am subscribed to the sachet pack, I shouldn't be getting charges for data.

Anyway, long story short, I had the same issues and then this month, I see a double charge for my BB sachet pack. It was at this point that I saw red. I was seething and every single time I've asked for a manager, I got bupkis. So...with a little ingenuity and help from Google, I decided that enough was enough and that I was not going to take this anymore. I needed to have this resolved and fast. You can understand, I was VERY frustrated at this point. So, I sent an email to the customer service department of SMART, the public relations group of SMART and...A Senior Vice President of SMART.

I gave the whole thing about 2 days to churn. If they were going to do something about it, I'll get a call. If they didn't get the email or have chosen to ignore me, then I would've gone public and switched to a different provider.

They called me. Finally I got someone on the phone who knew exactly what they were talking about and weren't just reading off the screen. They went through my account, were very polite and weren't condescending and very apologetic. (I hated that last "TL" I spoke to because he was totally condescending and ignorant of how to explain the situation. Parang ako pa ang mali at di nakakaintindi. Yun pala, di niya binabasa yung notes ng account ko. Ungas) They promised to call me for updates and to send me an email of the reconciliation on my account, especially the BB sachet charges.

And they made good on all their promises. Choi, the person handling my account  now is a person of few words and a lot of action. The email was sent to me on time, they called me every time there was an update, they didn't put the phone down until I was satisfied with their explanation and they didn't talk over me nor did they condescend me. Mr. Vea, please make sure that Choi and her manager is given a commendation as well as a promotion. They have done an EXCELLENT job! (I also commend the people that are in the SM Southmall office. They are very polite, enthusiastic and pleasant. They were trained very well and they are efficient)

Although my faith in SMART is restored, I am quite disappointed that it had to reach this level just to get a response that was acceptable. Perhaps you can review your training and the type of people you have on the phones and the supervisors on the phones.

Let's hope I don't get to contact you anymore for anything negative for the duration of my stay with SMART. Thanks again Choi. Great job!