Last October, I blogged about one of my worst experiences with Globe Telecom, my network provider for more than ten years. It was just last December 2012 when I have decided to get a full postpaid plan because of it’s bundled iPhone 5. Now, I’ll share with you my not-so-good experience with Globe’s rival network, Smart Communications.
Just a quick back story, Smart is my first network provider. As far as I can remember, my prepaid’s prefix number was 0918; now it’s considered a premium prefix because they no longer offer it to new postpaid subscribers.
A week ago, I got a Smart Prepaid LTE sim card for free from a job fair. I loaded it up with Php60 worth of regular prepaid credits a day after just to test the mobile internet signal in our house. I was excited to test it out as they boast to have the largest coverage of LTE and a faster internet connection than it’s rival. I was surprised because when speedtested it, I got 54.8kB/s download and 46.6kB/s upload speeds, and that was when I placed my phone at the window of my room. Well, it’s faster than Globe which only has 49.2kB/s download and 3.4kB/s upload speeds.
When I tried to speedtest both networks again, this time I was on my bed just a meter away from the window, Smart resulted to 0kB/s for both download and upload speeds. That’s actually worst than Globe!
I received a direct message from Smart’s official Twitter account asking me to provide some details.
I ran another speedtest and gave them the details they need after 4 days.
They responded a day after with what I think comes from a template which they have copied and pasted, apologizing for the inconvenience and asking me to clear cache and delete cookies, reposition my device and turn on/off the handset to update the signal. I did all of those but nothing really happened. I still got 0kB/s.
I just don’t understand how they do customer service. Unlike Globe, I did not receive any assurance or even an extended help that they will forward my concern to their support group and they’ll look into it, blah blah blah. Or maybe they don’t want to over-promise and under-deliver just like Globe is doing. Or perhaps it’s the only response their trainer thought during training.
Oh well, that my friends are our two mobile network providers in the Philippines. They are the perfect examples of the Philippines being highlighted as a third-world country.
Does Smart really care?