Smartbroken AGAIN!

My problem with Smartbro has never abated. I am tired already of seeing their reps at Smart Center. Also, I could not get hold of a Smart mobile (I am a Globe subscriber) and really would not call because I always received the same spiel. So I wrote to them through their Feedback page.

This is to inform you that I am a Smartbro subscriber. My account number is $$$$$$$$$$ and my service reference number is $$$$$$$$$$.

I have been a very avid fan of Smartbro and was telling my friends to subscribe into it because it connects fast and very reliable. But lately this is not the case. It is funny I could not even access smart.com.ph/connect, that site being slow and full of errors when I logged in.

Which brings me to my problem with Smartbro. For a month now, the connection has been crawling. In fact, it would take me 15-30 minutes just to open a website. Sometimes I have NO CONNECTION for a day. I asked the Smart Center in SM City Cebu but I only received the usual spiel your customer service reps would tell me- WE ARE UPGRADING OUR SYSTEM.

I have the same problem with Smartbro a year ago and the same reason was given to me. When can I ever have the upgraded system?

Please restore my faith in your product. 

Very truly yours, EDIK DOLOTINA

I receive this generated reply and hoping they would act on my problem on time.

Customer Care Feedback Form

Your feedback has been sent to Smart Customer Care. You shall receive a response as soon as your message has been attended to by a Smart Customer Care Officer.

Your feedback reference number is 78537.

Smartbro-ken

I am a loyalist. Whenever a person, a product or a company gives me complete service satisfaction, it would take me a longer time to change them. San Miguel Corporation, for example. Even if I was in Canada, I only drink their beer despite the price.

When I enrolled Smartbro two years ago, I always shamelessly recommend them and defend them when some people bashed them out because I was satisfied with their performance. Rain or shine Smartbro has provided what I expected them to provide- uninterrupted internet connection. 

That was before.

Lately, Smartbro has broken connections. Not once but many times. They cut me off for hours, sometimes a day! I thought they cut my connection which is most unlikely since I paid my bills. They gave me a good reason to wage war with their customer service reps but I am tired arguing with them.

I asked their service reps at their Smart offices and the usual spiel just like when you call their *1888 number- We are currently upgrading our service is blurted out. That was the reason given to me two years ago when I happened to have a slow connection one time.

What would you do to your most valued company when two years after, they are still upgrading their services? You may be thinking like they never really have improved since?