BEFORE THE ONSET of a modern-day techlogy aptly referred to as the internet, I forced myself to be content with dial-up connection in transmitting my stories to the newspapers I wrote for. Service was not just intermittent but at least I was able to send my pieces.
Then our first internet service provider, Globe, gave us at first a very good service, for which we stayed quite long with the company’s system… UNTIL it ventured into forming a team to compete in basketball.
That was when the service became lousy perhaps because investments were diverted to the team, rather than improving the services they are providing to subscribers like us.
Fortunately, Converge was then a newbie and we immediately jumped into its hyped fast and reliable internet. We were content for over four years UNTIL it, too, invested in a basketball team and just like Globe’s declining service quality, Converge became a lousy internet provider.
Imagine last week, it deprived me of my work from 4 a.m. to 9 p.m., which discouraged me from writing and submitting my stories and columns for The PH Insider – which comes out daily online and twice a month in print.
I could not research and read up from the mainstream papers and television feeds because my phone and tablets and those of my children (one of whom does his work from home), depend on the P4,500 per month subscription to Converge.
What gets our goat calling Converge’s customer service hotline is that the CS agent gives us only a stock answer – the voice prompt keep asking for our details and then tells us to wait for an assistant to jot down our concerns.
Once an agent answers our call, all he/she would say is that he/she would talk to the technical crew to investigate the matter and will get back to us. We waited one hour or more, no one gave us an update, neither do we see a technician visiting us to check our unit and the electric post where the box is attached.
Can the agent not go directly to the technicians – while we wait on the line for confirmation – and then tell us what time the internet can be restored or when a technician would visit and repair whatever is wrong with the net?
The agent would give us a queue number and that’s it, as if we could depend on this number for a timely and prompt response to our woes.
We pay good money, on time and without any hassle for the company at all, and yet this is the kind of below average service we get?
My son got so mad, he shouted that maybe you are putting all your money in that goddamn basketball team using our subscription.
Believe me, we don’t mind the company embarking on a popular sport to promote itself and its product, but heck can they not invest their own money and give us the appropriate service that we pay for, and not just empty promises and press releases!
We got the fastest subscription to Converge with a lock-in period of up to November 2027. Sadly their fastest Internet speed is NADAA– meaning No Assurance (on) Dependable (service and reliability) At All.
I read about Pampanga’s billionaire Dennis Uy’s plans to expand and diversify Converge’s market and reach – haha – and get more furious reactions from its customers for a very unreliable and lousy service.
The social media now has several Converge haters just like PLDT. What else do they need for them to improve their services? A total boycott in paying them?
They give rebates so slow but we don’t look forward to rebates, what we need is good, reliable service.
Yahoo Mail: Search, Organize, Conquer