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Digitel DSL - Worst CSR Digitelone - view original page

knightblokz - Fri Dec 14, 2007 12:17 pm
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same experience sir daem0n, nagcomplain na ako sa main office rizal, talk with certain LxxxxE account manager ata, still no action. i also tried contacting that promoter here Pxxx-xm wala ring action. kahit un ntc e-mail ko din di din action. kaya ata malakas loob ng digitel kasi kampihan/hatian sa kita...tayo kawawa.
harmless - Wed Dec 19, 2007 12:22 am
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ng reklamo ko tungkol sa downtime sa CSR
utusan ba naman ako na sa local branch ako mg reklamo

ahehehe how pathetic

tinanong ko kung sakali ayaw ko na sa service nila
anong steps dapat gawin
punta ulit ako sa local branch nila

magkano babayaran ko i asked the CSR
punta kyo sa local branch office

so useless ang hotline ng digitel

hindi nila alam ang isasagot sa customer

sinabihan ko pa nga na pareho tyong consumer kahit andyan ka so dapat alam mo karapatan nating consumers

tumaas pa boses nya ang i could feel him muting me ksi nawawala na un sounds sa background when we were talking

how pathetic how this big companies could just push us just because they can...

wala kasi tyong power as consumers
tyo ang bumabayad at namimili dapat tyo ang masusunod
kung wala tyo wala silang product na pwede ibenta sa atin
knightblokz - Wed Dec 19, 2007 12:37 am
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bro rizal area ka ba? don't mind. nagpunta na ako...
naka-bakasyon na area manager.
how about tech dept? lan-tech... walang alam... mas qualified pa mga forum masters natin dito. Evil or Very Mad
harmless - Wed Dec 19, 2007 9:30 pm
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pangasinan po ako bossing
well the area manager here is ok very friendly
pero wala pa din sya magawa sa mga reklamo ko
mga tech... hmmm
d nila alam i access un modem ko
stanelope - Wed Dec 19, 2007 9:56 pm
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wapak... wawa naman sila. kulang sa training. pag access ng modem di nila alam ano yun salpak once running wa pake na sa susunod na mangyayari.

wala din silang record kung ano status ng bill mo? wawa naman talaga.

organize masyado ung service nila....
knightblokz - Thu Dec 20, 2007 1:32 am
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bossing ganun na nga siguro yun, basta me matawag lang tech kahit di qualified...

palagay ko kaya di nila ma-resolve dsl problem namin kasi wala sila makontrata para mag-operate ng data center nila. Crying or Very sad Crying or Very sad Crying or Very sad
PHAT - Fri Jan 25, 2008 3:19 pm
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mga pafs, sensya na at very limited lang talaga ang pwede gawin ng mga csr ng digitel. for every complain, nag lo-log sila ng ticket then naka forward na un sa technician sa area. post ur data number or reference number na lang and i'll check sa records.. i'll see what i can do. salamat
knightblokz - Sat Jan 26, 2008 1:12 am
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wala naman problem sa csr, log and forward lang naman talaga job nila, ang tech department... walang action... or wala pang nakukuhang contractor...to do the tech job... Crying or Very sad
philyoh_akoh - Sat Jan 26, 2008 10:14 pm
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@ phat bakit po madami sa csr ng digitel d alam technicalities ng dsl, d ba dapat i review nila lahat yun? how come na marami issues d nila alam?
haxxor - Thu Feb 07, 2008 6:51 pm
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@PHAT
sir here's my report number (4011399) pki check nman matgal na ko nag rereport ala parin ngyayari.
knightblokz - Thu Feb 07, 2008 8:20 pm
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sana nga makatulong si PHAT at wag matulad kay "pipo" yung promoter ng digitel dito...naglahong parang bula...

Shocked
harmless - Fri Feb 08, 2008 12:30 am
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PHAT ano ba masasabi mo sa congestion sa adsl ng digitel
yan na lng kasi lagi naririnig ko sa mga CSR at mga staff ng digitel d2 sa amin
since ng upgrade ako.. 12 midnyt until 6am lng umaabot talaga ng 1mbps connection ko...
knightblokz - Fri Feb 08, 2008 8:44 am
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buti sa yo bossing umaabot sa akin anytime nag-try ako...di natulog para lang observe to grabe never ko experience 832/256kbps most of the time DL max speed wala pa 384kbps...
PHAT - Thu Mar 20, 2008 1:59 pm
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mga ser, sory sa late reply, ngayon lang ako nakapag OL

@haxxor,
posted na un report number mo, replaced modem daw. tama ba? un na ang last report na nakito ko. do you still experience the same problem?
just let me know.

thanks!
PHAT - Thu Mar 20, 2008 2:03 pm
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@pilyo,
what "technicalities" are you referring to? wala naman kasi troubleshooting un dsl unlike sa dial up na may corresponding troubleshooting ang bawat error that can be done over the fone. sa dsl kasi, pag may problem, its either hardware ang cause or sa port or maybe sa DSLAM na hindi pwede i-restore over the fone.
PHAT - Thu Mar 20, 2008 2:06 pm
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@harmless,
post ur DN para ma check ko. pano ka ba mag perform ng speedtest? should be single PC with no other applications open.
jedz2005 - Fri Mar 21, 2008 1:39 pm
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the famous line - > "Im sorry to hear that sir..." Laughing
czerwin2k7 - Fri Mar 21, 2008 2:33 pm
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the customer only wants to hear a better reason bakit ganun ang nangyayari sa service ng isang ISP... of course sa CSR sila makikipag usap kc hindi pwede mag direct sa mga techs unless na pumunta sila mismo sa bahay ng customer...

its a very helpful thing to say the real cause of the problem, not only forwarding it to the technical and wait for the technicals conclusion, minsan inaabot na ng mahigit kumulang^_^ hehe ung tipong kelangan mabuwisit na ung customer tsaka lng gagawa ng action... minsan nde pa nga tlgang patigasan ng mukha...

customers need a good answer on a good question.. dapat alam ng CSR un hindi lng mga techs... and we all know na sa telecom sila nagttrabaho at dapat meron silang kaalaman tungkol don...

or dapat wala na lng mga CSR and direct to the techs na lng para mas maganda ang explanation na mabibigay sa customer...

parang walang work ang CSR sa ganon.. pang forward forward lng sila wala naman silang alam

im sorry to say this things^_^ hehe kc mga CSR or TSR ang mga naka front sa company to talk to the customers^_^

pero sa tingin ko hindi sila ang dapat sisihin dito kundi mismo ung company or the ISP company, WHY?

sila kc ang naghire sa mga TSR and CSR nila... and its their job to find an employee that if suitable and qualified to the position...

hindi lng basta marunong mag ENGLISH or everything^_^

hehehe...

minsan nakakaawa rin ang mga CSR and TSR lalo na dun sa mga walang alam... sila ang direct na kausap ng customer kaya sila ang nasisigawan...
dhanverg620 - Tue Apr 22, 2008 10:41 pm
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yesterday nag follow-up complain ako sa CSR ng DIGITEL regarding sa slow connection nila, sabi ko mahigit 1 month na yun complain ko bakit until now wla pa rin action gnagawa, sabi ba naman sa akin nung lalaking CSR kung hindi daw ako makapagantay pa terminate ko nlang daw yun dsl ko, hindi lang daw ako ang subscriber, sa dami daw ng se-servicesan hindi nila kaya pag sabay sabayin, yun iba nga daw umaabot pa ng 2 months bago ma servicesan pero naiintindihan daw sila bakit daw ako hindi makapag antay, marami lang daw sila fault report.
ano ba yan digitel! conection palpak,tech service palpak, billing palpak,
pati CSR palpak. wla sila kwenta kausap!
PHAT - Sat Apr 26, 2008 12:07 am
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@ dhanverg620,

i cant believe somebody will give that kind of response to you, or to anyone. i will appreciate if you can post the name of the agent you were able to talk to and the number you used in calling the hotline so we could conduct an investigation. nway, post your data number of reference number so that i could check your record.

thanks!
philyoh_akoh - Sat Apr 26, 2008 4:43 pm
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@ sir phat bakit nga ba grabe ata slowdown ng DSL ng digitel ngayon at ano yung tinatawag na BANDWITH MANAGEMNET sobra ba talaga dami ng subs nyo hindi ba dapat dagdag muna uli kayo bandwith sa NOC para kaya nyo i cater all the subs sana hindi na nagdadagdag para wala prob tapos may promo pa eh bottleneck na nga so kung hindi naman kulang bakit hindi namin makuha advertise speed namin. ano po ba tlaga dapat na makuha ng isang sub if you are subscribed to 1.5 mbps during peak hours? alam ko frontliner lang CSR pero dapat magising naman nasa NOC na sobra na bagal.
darl722 - Tue Apr 29, 2008 4:37 pm
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I applied for the 1Mbps plan with phone 2 weeks ago. They had connected it a week after (ang bilis!), April 21. The installer informed me that my speed from 128kbps would be 1Mbps after 6PM aand my phone line be activated within 7 days from installation. April 22, it was already 1Mbps in my router config but download was still very slow (upon checking the web-based speed test the result were ranging from 35kbps to 110kbps). I called the hotline and they gave a report number and assured me a tech support team would call me later. Two days after when someone from Digitel called and asked me if I had a connection and hung up. I called again and a CSR gave me a new report number because the other one was considered as "resolved." It's 5 days now since I filed my complaint (and have my complaint follow-ups at least 3x a day) but nobody even cared to call back!

I contacted the agent and he told me to contact the local Digitel business office. How could I contact the business center when even my phone line is not yet activated?

I don't want to be mad at the CSR; they are just doing their jobs. The problem is with Digitel. They have the worst customer service I have known. I emailed them to the address that they have posted in the website but my email bounced back. I called the hotline and asked for the correct email but the CSR were very hesitant to give me the address. Hihioluhin ka pa nila ng kung anu-anong ek-ek para makalimutan mo ang talagang sadya mo and end the conversation with: "is there anything more sir?" without giving you the email.
Creamy Goodness - Tue Apr 29, 2008 5:28 pm
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Tip lang, kung walang pinatutunguhan yung pag-uusap nyo nung CSR pwede mong hingin na kausapin yung supervisor/shift manager/whatever nila dun mas may alam sila ng konti (konti lang hehe) tapos talagang ipaalam nyo na bwisit na bwisit na kayo. Kunin nyo rin siguro yung pangalan nung palpak/kumag na CSR tapos isumbong nyo kung nambastos man.
dhanverg - Wed Apr 30, 2008 1:01 am
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philyoh_akoh wrote:
@ sir phat bakit nga ba grabe ata slowdown ng DSL ng digitel ngayon at ano yung tinatawag na BANDWITH MANAGEMNET sobra ba talaga dami ng subs nyo hindi ba dapat dagdag muna uli kayo bandwith sa NOC para kaya nyo i cater all the subs sana hindi na nagdadagdag para wala prob tapos may promo pa eh bottleneck na nga so kung hindi naman kulang bakit hindi namin makuha advertise speed namin. ano po ba tlaga dapat na makuha ng isang sub if you are subscribed to 1.5 mbps during peak hours? alam ko frontliner lang CSR pero dapat magising naman nasa NOC na sobra na bagal.


sorry PHAT late kna pina terminate kna un dctel ko, naubos na pasensya ko ehh, paulit-ulit lang naman kasi yun mga problema hindi ma re-solve mga tech niyo! almost every month laging my problem, nag mumukhang t*nga na ako sa kaka folow-up sa hotline at kababalik sa business ofc. tapos hindi pa polite CSR na makakausap mo, sa business ofc niyo nasa pinto plang ako sumisimangot na mga CSR pag nkikita ako. aber sino ba naman subscriber ang gustong mag pabalik balik at mangulit sa kanila.
march 31 nag complain ako wlang conn after 2 weeks my 2mawag na tech taga imus bus. ofc daw siya, sabi pupuntahan niya ako the next day sabi ko sure ka ba? sabi niya yes sir sure na po, so ki-nancel ko mga lakad ko, hinantay ko, walang dumating! hindi man lang tumawag sana uli sa akin at mag ex-cuse na hindi siya mkakarating with acceptable reason.
so nag expect pa rin ako na darating kinabukasan or sa ibang araw pero wala hangang umabot na ng 3 weeks na wla me conn. kaya april 21 nag decide na ako pa terminate ang line ko.
ganito bang kausap mga taga digitel! ito ba ang companys vision & mission.

Digitel DSL - Worst CSR Digitelone - view original page

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