April 15, 2013
THE MANAGER
Globe Telecom, Inc.
SM City
Mandurriao, Iloilo City
Dear Sir:
Greetings!
I would like to address my concern regarding one of your technicians
whose ill-manners and unpleasant attitude have marred my perception towards
Globe Telecom employees, specifically towards the Internet technicians.
I am saddened that I was not able to get his complete name, but I am
sure that you have a complete record of your employees and the clients that
they had catered to. He is about 5’2 in height, medium-built, probably in his
40’s, and has a distinct skin allergy on his hand (I cannot remember if it’s
left or right). If I will be shown his picture, I will definitely recognize him
right away.
This technician has offended me on two separate occasions.
The first time was May of last of year (I can no longer remember the
exact date, but I trust you have a record of it) when I had my Internet
connected. My landlord did not allow him to connect the cables to my room
through a shorter route; thus, he needed about two more meters of cable, more
than that of what is supposed to be the required length mandated by the
company. He told me that I will be charged for the extra cable and it will
appear in my bill the next month.
I did not expect the extra payment so I asked a friend who used to work
in Globe and he told me that there is no payment for anything else.
With that answer from my friend, I asked the technician if he can give
me an approximate amount. He replied that it’s going to be quite expensive,
that is of course, if he is going to report it. He gave me another option. He
will not report the extra cable and all I have to do is give him an amount and
I’ll be off the hook. I asked again how much I’ll be giving him. He said ‘biskan pila lang da ihatag mo a.’
At this point, I knew that the technician’s simply fishing for a tip,
so I played along with his game. I said I’ll give him money for his troubles. But
I was greatly irritated by his manners because even if he didn’t mention
anything about an extra payment, I would still give him a tip.
When they were done with the connection, I handed him a plastic of
fruits (freshly-picked tambis), but
he condescendingly refused by saying, ‘Indi
na a.’ His younger assistant, however appreciatively got the fruits from me
and said thank you. When I gave him my ‘tip’ of P200.00, he pocketed it
straight away without looking back.
That was my first encounter of this rude technician.
The second time was last April 6, 2013. I didn’t have an Internet
connection for two days and he was once again the one who facilitated the
connection. This time he had a different assistant.
After checking my modem, they went out and came back after about 20
minutes. He asked if I had load because he didn’t have load anymore and he
still needed to call somebody in the office. I said I didn’t have enough load
for a phone call. He replied that he’s just going to text. Thinking that he
needed to communicate with someone regarding my connection, I reluctantly gave
him my cellphone but I ended up texting for him because his assistant didn’t
know how to type through touchscreen. His text went something like this (it’s
quite hazy in my memory now): Tawgi na si
Manok or Patawga na si Manok.
When the connection was ok and when they were bidding their goodbyes
already, I overheard him ask his assistant, “May
load ka da? Ma text ko.” His assistant gave him his phone. After a minute,
they came back to check my modem again. The rude technician was talking to somebody
on the phone. The assistant told me that somebody from Manila wanted to talk to
me. The caller was a woman who wanted to know the details of the connection.
One of the questions was, “Naka proper
uniform po ba ang mga technicians?” The assistant was in his proper uniform
while the rude one was not. He gave a thumbs-up sign to me and I resignedly
answered, “Opo, nakaproper uniform po
sila.”
Well, how could I say no? The loudspeaker was turned on and he could
hear our conversation. I felt that I owe him so I didn’t give him a negative
feedback. He’s not just rude, he’s also quite tricky.
With that, I believe that this technician deserves a disciplinary
action for the following reasons:
1. He demanded an extra payment from me even if it wasn’t stipulated in
any way that I will be paying extra for the connection. What he did was just
plain bribery.
2. I find it improper that he’ll use my phone. Why did he have to use
my ‘load’ by using my cellphone when his assistant also had a loaded cellphone?
(Feeling close?)
3. I believe that as a client, I need to give my feedbacks of the
service in private, free from influence of any kind. I find it improper that he
turned on the loudspeaker of his phone so he could eavesdrop over my feedbacks
and over the questions of the evaluator.
I wrote this letter because two incidents are enough for me to prove
that this man’s ill-manners do not give a positive image to your company. I
believe that I wasn’t his only victim. In fact, when I posted in my FB status
about the incident, two of my friends expressed the same sentiments about Globe
technicians (I like to believe that we encountered the same technician).
I hope that my letter be given a positive response and I also hope that
I’ll no longer encounter this kind of technician in the future.
Thank you in advance and more power to Globe Telecom, Inc.!
Truly yours,
(sgd.)
VAN KRISTINE L. MENDOZA
Globe Subscriber
