Again, this week, I am sharing my column from SunStar Davao here on LiP. This article is appearing in SunStar on Friday, November 6, and the same day here on LiP. Enjoy the article.
Does PLDT know what customer service is? It would seem that they don’t, based on my recent experience with them.
I earn my living on the Internet. All of the money that I earn comes through my work on the Internet in one way or another. Because of that, it is important for me to have a reliable Internet connection. If I don’t have good Internet, I can’t earn money!
Because of the fact that Internet connectivity is so important to my livelihood, I have multiple Internet accounts. I recently got a third Internet account, through PLDT, with their MyDSL service. I had been a MyDSL customer from 2002 until 2008 and had always been very happy with the service, until May of 2008 when they cut off my account three times for no apparent reason. Every time I would inquire, they would get me hooked back up, but it was a hassle to never know when my service would be off again. Because of that, I canceled the service at that time. I got two different Internet connections with different companies when I had the PLDT disconnected.
About a month ago, I decided to give PLDT another try, since I had been happy with them for a number of years, so I got a third connection. Having backup connections made me feel secure that I would always be online, and if one was interrupted there were still two more backup connections.
Well, the other day, my PLDT connection stopped working again. I figured that it was just a regular outage and would resume in an hour or two. By afternoon, though, and still no Internet from PLDT, I was a little concerned, so my wife went to the PLDT office to find out what happened.
The people at PLDT informed my wife that they had disconnected my account. Hmm. Why? My wife assured them that the bill was paid, and we owed nothing on the account. PLDT informed her that indeed the bill was up to date, and the problem was an account issue with PLDT’s computers! Because there was a problem in their own computer system, they cut me off! They even told my wife that there were “a lot of people with the same problem” and they were all very angry about the fact that they had been cut off.
I understand that problems happen, and must be worked out. Here is what I don’t understand, though. PLDT is the phone company. They know my telephone number. Why didn’t they call me and inform me that they were having a problem and would need to terminate my account (hopefully temporarily)? Is that not the way customer service is supposed to work? Inform the customer of what is going on. But, PLDT, as they always have done, just cut off the account without any notice. A simple phone call would have been so nice, and as I say, they certainly know my phone number.