♦my lovely followers ♦

Monday, April 9, 2012

Rant: Smart Bro Poor Customer Service

Who's gonna stay on a service that is poor, irate and broken promises from their agent and even supervisors! I'm paying 999/month without landline and with this price, I'm expecting speed and good services. I never call for slowdown problem because the agents just tell you try to power cycle or their going to check on their back-end, at first you will notice the speed enhanced but its not a permanent solution.

I was fed up because even the Statement of Account its not arriving in our house and then they call to remind me that I need to pay the balance. I called them to inform them that I'm not getting any SOA

CSR: opening spiel
Me: I'm not receiving any SOA, could you please check my address, how can I pay if your not sending one?
CSR: confirming informations
Me: yes, thats right! Its been 2 months that I didn't received and billing statement


Me: yes, but I need that for our billing compilation

CSR: I'll just get your email ma'am and I'll send the billing statement you could print that and use to pay your bill

ME: ok

*drop phone*

As instructed I pay my bill in Bayad Center using my own printer and ink (I was really fed up that day!).

After a month, Oh! I received a billing statement smart. I was happy because CSR even she's with attitude atleast she do her job. As I check WTF! my bill last month is not deducted. I called customer service

CSR: opening Spiel

ME: Miss, could you please check my account, I paid my last bill at Bayad Center but as I check my billing statement its not deducted.

CSR: ok po ma'am. As I check po hindi pa po kasi reflected yung payment nyo. Please can I get the payment details

ME: *give the payment details*

CSR: Sige po ma'am coordinate ko na lang po


As months pass by, again no billing statement for 3 months. I called again same thing again and I told the CSR you know what I will not pay this if you don't send me my billing statement because I already try to pay using my account number and SOA that you are going to offer to send me. I'm not gonna waste my time and ink and I know my payment is not going to reflect on my account again.

Sorry ma'am for the inconvenience--- yan lang ba kaya nyo sabihin after that?!

Now for the WORST PART.

Since, no billing statement account arrived and as I said I'm not going to pay. A letter from their Collection Agency Mr. Boholst.

Wow! A warning letter is arrived and how come a single statement of account they cant even send me one!?

So, I dont want any conversation. I just paid the balance somewhere in Makati and I told the cashier, If she can report that my adapter is wrecked and I want my billing statement every month. She told me that she can forward my concern it was OCTOBER. I told her that I cant wait on their long queue because I need to rest and finish my part time.

No actions from Smart but statement of account  keeps coming.

Its already April but my adapter still wrecked and another warning from Collection Agency

I called Customer Service last March 28

CSR: Eh ma'am sana nag follow up kayo kung talagang nagreport kayo

ME: So what do you mean by that?! I've done my part already. I paid, I reported my concern and still no action from you guys, And don't tell me follow up ko pa kayo eh tagal tagal ng queue nyo! How inconvenience naman ng sinsabi mo sa akin. Pumunta na ako mismo sa wireless to report  DiBA?!

CSR: Eh, ma'am your under contract pa po kayo hanggang May 2013

I wanted to waive my account and after what inconvenience you've cause me and are you still thinking that I still want your service? WALA NAMAN SA KONTRATA NA GANITONG SERVICE IBIBIGAY NYO SA AKIN!

I demand for a Sup Call, I know CSR just going to tell me nothing but bullshit reasons and I'm  hoping that Supervisor will understand me. He committed that he will call me back and same bullshit nothing happens

I called again(April 4) to follow up and the CSR told me that the Supervisor that I'm looking for is on the night shift. She already email the supervisor that I was demanding for an update.

and guess what no feedback again.

And tell me do you deserve my loyalty?

If you will tell me that I got a printer from your retention program, Well I will just buy a printer like that and give it back to you.


  1. hayst.. as far as the SOA of Smart Bro is concern... ganyan din ako.. di na nga ako nageexpect ng Billing statement sa kanial kasi once in a blue moon kung magpadala haha
    but I received good service naman so okay lang so far hehe

  2. same here~ smartbro sucks! magaling silang maningil pero ang service nila mapapa wow ka sa sobrang bullshit!

  3. Being able to communicate clearly by understanding your clients' concerns is an indicator of a good customer service.