So you’ve read that I had my Gflex plan converted to Globe’s new offer – My Fully Loaded Plan. However it was soooooooooooooo frustrating how slow the process of converting is – full conversion.
So I asked Globe through the 231 hotline to convert my existing plan to the fully loaded plan last July 21, 2010. I tried to call them the days after that but i keep on getting the “Network Busy” response on my phone. But maybe that’s because of the poor signal up here in the mountains. At last, i was able to get through yesterday, Sunday.
I asked Star, the Globe customer service Rep via 231, if my account was already converted. After verifying that I was really the account holder, she happily informed me that my account has been converted. My smile was as wide as the pacific ocean. I then asked her if I could already use the Super One – since my freebies are from A to E - after she checked it in the system, she apologized then informed me that my FREEBIES ARE NOT YET ACTIVE. Now that made me feel as if i drowned at the pacific ocean.
I asked WHY, but she can’t give me a definite answer. She got the number which I will use for the super one and told me that she will elevate my concern to the tech guys. I asked her when could i expect to USE MY FREEBIES, she then promised me that she will call me to update me about it. So I thanked her and reminded here that I will wait for her call.
I really wanted to know why the freebies have not been activated but the plan was already converted. Even if its already in Globe’s system that those are the freebies that I want to avail as confirmed by CSR “Star”. So I went to the globe website to try the Globe Chat Assist. Good thing someone was online to take my concern. I talked to an agent named Geni and told here about my concern,
I will post here just the highlights of our conversation:
DATE: 2010-07-25 15:42:28
[15:14:25] Genni: sir upon checking your account your change plan is still on process
[15:15:51] ME: how long does it take to convert the plan? 1 week? 1 month?
[15:16:10] Genni: you can now use your freebies from A to E
[15:16:14] ME: this is frustrating…. i think it only takes some click of the button to convert the account
[15:16:59] ME: ?
[15:16:59] Genni: i understand how you feel sir but upon checking your plan it is now my fully loaded plan 1799
[15:17:21] Genni: and you with that you can now start using your freebies
[15:17:31] ME: the lady said my plan has been converted but the freebies are not
[15:17:36] ME: ahhh ok
[15:17:40] ME: thank you for that
[15:17:54] ME: can i now use the SUPER ONE?
[15:18:32] Genni: i will double check it for you sir kindy give me a minute or two
[15:19:04] ME: thank you
[15:19:14] Genni: your most welcome
[15:23:03] Genni: thank you for waiting may i know what is the enrolled number for super one please
Then I gave her the number…
[15:24:16] Genni: and sir i do apologize for the misinformation your freebies are not yet activated
[15:28:02] ME: My head is starting to spin.. im confused.. are my freebies activated or not?
[15:28:40] Genni: i do apologize sir it is not yet activated
[15:29:16] ME: why?
[15:31:14] Genni: sir the freebies were not activated because we have not been provided with the
number that is supposed to be enrolled for the my super one
[15:31:48] Genni: i do apologize for the inconvenience sir rest assured that i will escalate your
[15:32:02] ME: I see. now i know.
[15:32:24] ME: So now that i have already provided it, how long will i wait for it to be activated?
[15:32:45] ME: Q2: are my other freebies activated already?
[15:33:15] Genni: no not yet sir, if i may suggest that you refreain from using your line
[15:33:22] Genni: *refrain
[15:33:42] Genni: so as not to accumulate charges for the mean time
[15:34:10] ME: REFRAIN?????????????? that’s NOT possible. It will affect my work.
[15:34:16] ME: I could get fired for that
[15:37:01] Genni: sir i will take note of your concern and i do apologize
[15:38:17] Genni: sir this is your reference number for your change plan concern:
Here are the points i want to raise, and I hope globe will be able to read this:
- You don’t say that the fully loaded plan is already active when the freebies are not. Isn’t it that its the freebies that we are after?
- If someone would ask again if the plan was converted, say YES, but immediately say that the freebies have not been activated.
- Converting the plan and activating the Freebies should be simultaneous and should not take long. I mean 24 hours should be the max. Haven’t you guys heard of the click and save? Your system must be able to immediately do the conversions and activation.
- The reason why my freebies are not activated is not because I have not yet given the number for the super one, its because Globe has forgot to activate it, PERIOD.
- Please don’t tell your customers not to use the line “REFRAIN FROM USING YOUR LINE”. The reason why we got it and why we want to activate the freebies is for us to be able to use it. For a consumer like me, its like saying, don’t use globe and use another network. Once the plan has been converted, any charges brought about by GLOBE’s DELAY, should be charged to globe and not the consumer.
I was also able to Plurk and Tweet about this problem and Globe was super fast to respond:
talk2GLOBE: Hi,sorry for this experience. Pls. DM us your acct. details for our checking & to thoroughly assist you.Thanks! \ #GlobeHelp
Thanks for that talk2Globe!
I hope I’ll get good news today from Globe.
Got tired of checking with globe everyday so I decided to wait it out for another week. Upon checking today with globe chat assist, my Freebies have been activated since last July 27 (a day after posting this entry).