Smart’s Big Bro Campaign
Posted Monday, May 15th, 2006 8:55 pm by Abe Olandres
Viewed 9047 times | Related entries: Telecoms, Wireless Technology
Last week, I was invited to meet up with an executive from Smart’s Public Affairs Office who is seeking help and wanting to discuss their new campaign for the re-branded Smart Bro wireless broadband service (read: Smart Wifi).
The discussion revolve around the problems they were having with Smart Wifi and growing negative public perception with the company. An earlier email sent to me indicated that:
… we (Smart Communications) intend to expand our customer interaction and feedback mechanisms by partnering with journalists, editors, technology users groups and active bloggers who regularly encounter customer feedback (good or bad) on our Smart Bro service . As such, we would like to invite you to form part of “Smart Bro Big Bro ” core user group. {more}
In essense, the Smart Bro Big Bro core group will serve as beta testers experimental subscibers of the new Smart Bro service. I, along with two other PTB Editors will be hooked up with Smart Wifi in the next 12 months to try out and test the fixed wireless broaband service. Several other tech journalists and personalities, like Erwin Oliva (Inq7.net) and Chin Wong (Manila Standard Today), have been invite to join.
During this period, we will be in close coordination with Smart to provide direct feedback on their uptime, support and the over-all experience. Likewise, we will be able to give suggestions for improvement as well as relay legitimate complaints from other existing Smart Wifi subscribers (we often encounter in our blogs).
Smart management hopes that with this move, they can somehow assess the extent of the issue and further improve their service.
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And to follow up on that, they gave me a contact number (which happened to be their company cellphone number) and was able to talk to their CIO. I demanded that I talk to the manager. He was evasive at first but gave in later on and said that I call around 2pm as the manager arrives at 2pm. When I finally called, no one picked up anymore!!! And I frickin’ called like 30 times!!!
I’ve also had a TERRIBLE SMART BRO EXPERIENCE!!! I paid P1K thru the machine and no receipt got printed out. So, in order for me to get a receipt for proof of my payment that month, I was told by someone working at SmartBro that I drop in another envelope without any cash just for the sake of getting a receipt. The receipt for my second envelope will serve as the receipt for the payment transaction I made. Then after a few weeks, they gave me a call saying that I never paid at all!!! And that, the only envelope they ever got from me was an empty one. Either their employees are thieves or their system sucks!!! Plus, they *1888 customer service agents are the worst agents in the world!!! They appear like they do not know anything about their jobs. Plus, nakakamatay yung English!!! They should be picky on hiring their employees!!!
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