GMA news Blog: Why SmartBro Sucks (A repost)

Get the original post from: http://blogs.gmanews.tv/ben-canlas/archives/28-Why-SmartBro-Sucks.html

I think i'll reach post limit if I compile the rest of the complaints available online. As of this moment Smart have pissed off at least 151,000 subscribers.

SmartBro is very unreliable where we are (Ortigas/ULTRA area). What makes it ultimately worst is that their tech support sucks, big time. Their online documentation is bad and although they provide diagnostic tools that non-techie users are expected to run, these tools are biased for Windows. From what users have reported, the diagnostic tools appear to be not very user-friendly either. And if you think these are tolerable, then read on, be warned and spread the word!

The first time we heard our techie friend raving about SmartBro, we were impressed. So we were actually recommending friends and relatives to switch to SmartBro even before we switched ourselves (we were too busy to change our ISP). Ironically, when we did transfer to SmartBro, our problems started.

We were only able to use the service for about 3 days after installation. After a mild rain, the service died. We tried calling tech support, but the line was infinitely busy. We tried their "24-7 call center" for more than a week -- on weekdays, weekends, during office hours, after office hours, waiting for up to 5 minutes per call -- with no success (all we got was a maddening loop of "Umagang Kay Ganda" which rubs salt on our wounds, since we wake up every morning knowing that we couldn't connect to the internet). We were only able to reach tech support after sending them about 3 email messages from our office internet connection!

One month later, we were still waiting for tech support -- they kept asking us to wait for them on a pre-arranged date but then they kept failing to show up,despite that fact that we have explained to them patiently that we could not wait for them during work hours, because we also have day jobs. In the first few days, we were even willing and eager enough to leave work, just to wait for the technicians to arrive. But they kept failing to show up!

Obviously, their call center lacks clear coordination with the technicians who actually make the troubleshooting house calls.

I've heard many horror stories about SmartBro's lousy service, their unfriendly call center reps and their stupid technicians. They delay requests for refund (while ironically, they demand that you pay them a downpayment before you can get your service installed).

In one case, they couldn't make the service work on a PC so they peddled a new network card for P500.00 to the unsuspecting household. Once the LAN card was connected, the service still didn't work. The customer tried returning the LAN card but the technician refused to take it back and refund the money!

Want more irony? Our first bill arrived last week, and we are being asked to pay the balance, or else -- what? -- disconnect us? We have decided to cancel our service and again, this will be another uphill battle to explain and get our refund. They can ask us to pay for 3 days worth of service, to be fair, but we don't think we'll let them hold on to the rest of our downpayment.

Don’t be deceived by Smartbro

I write for people who think of getting smartbro service. There is no point to write for those who have been victims because there is no way you can get out from them.

The connection is not slow, there is none. Oh wait there is – gprs! It can’t even open my gmail account. After asking them to terminate the connection and refund, wireless center representative is rude enough to explain to me that I am under contract with them. I just though I am under contract for service, I never thought the contract is to trap me and pay regardless of no service connection.

What happens to their claim:

“Extensive Nationwide Coverage
With SMART and PLDT’s combined extensive digital fiber-optic backbone infrastructure and nationwidest Base Transceiver Station (BTS) coverage, SMART BRO Enterprise Edition can be deployed in over 200 cities and municipalities and can even serve the remotest regions of the country.” - http://smart.com.ph/corporate/solutions/mobile/BroEnterprise.htm

This is my story:

I got my Smart broadband February last year, 2010. I was able to use it in cebu when I was designated in the area for work, when I came back here in Luzon, my problem stared to multiply.

There is no connection. I tried to call their customer service several times just to promise me they would report my concern. Finally after 6 months of paying without connection, I landed to one customer service representative who is honest enough to tell me that they can never give me fast connection. I stopped paying.

Two months more waiting and I have decided to go to Smart wireless centre. I tried my best to speak to the representative in the best manner I can but she is in high pitch. I just thought I am a customer not a criminal. And by the way, I just thought I am paying her salary!

This is funny, she told me that I can hardly connect because I am using windows7. Okay, are we in 2006? They could have told me before that Smart bro works well with abacus!

Seriously, when I was in Cebu I was using the same laptop as today – Windows7 operated! FYI: I have another one operating under Windows XP, nothing happened.

I think there is no way I could make this deal work so what I did was to let her sign a paper that testify that I came in the wireless center to notify them about my lack of connection. And just a tip, whenever you go to smart broadband wireless center or talk to customer service representative, ask their full names. I should have recorded all the conversations. Stupid me!
Wondering why I gave the tip? Because they told me I only called them trice, oh come on.. And what boiled my blood was when she told me I called last December but I reported that there is no problem. Okay, would I call them to say, “ hey customer service, I called because I have no problem with my connection. It is just my hobby to call *1888”. The representative could have come up with better excuse; Smart bro employs schooled people right?

Two days after, I received a call from technical support trying to get me connection. I cooperated like idiot and as expected, they were not able to trouble shoot. I was for the nth time asked to wait for their call.

A week or two passed, I received at least 4 customer representative calls asking me to pay my bill. I paid them 6 months without connection and Smart Bro is brave enough charge me still.
The last time I received a call was yesterday, asking me to pay – again. To my surprise, he said I have never filed anything regarding my disconnection concern.

O-K-A-Y!

Note: In case you are thinking, am I so stupid for paying 6 more months without connection? I am too busy. And yes, I am stupid enough for thinking Smart Broadband is a company big enough not to grant refund.