G.A. Viray
Every now and then, we hear horror stories of customers complaining about poor services about their providers, indifferent staff and bad customer service, however, a recent post about a refurbished iPhone issued by Globe Telecom has been circulating in social media.
The complain posted by a Facebook user named Trish Pichay talked about the iPhone 4S she received from Globe Telecom last July 2014. She mentioned in her post that her phone was working well during the first few months, but eventually, her phone’s battery becomes easily drained. She then went to Globe Telecom last November 2014 at SM Aura and was advised to have her phone checked at Power MAC Center since the phone was still under warranty. She then immediately went to Power MAC Center but was told that she needed to leave her phone. Since she does not have a spare phone, she refused to leave her phone at the Power MAC Center.
Last March 8, 2015, Trish Pichay finally went back to Power MAC Center with the same complaint. She also noticed a light blue spot on the LCD of her iPhone which appears when her phone’s screen is white. When she brought her phone to the service center, they advised her that they needed to open her phone. She eventually agreed and after her unit was opened, they found a fake battery, blue tapes and other markings in her iPhone. This made her furious and posted a status about it and even included a photo of her iPhone.
After her status was posted, Earl of Globe Telecom commented on her status stating that the issue is already being taken cared of and that the Globe Telecom is only a service provider and not a phone manufacturer. He also mentioned in his comment that un-boxing of the units they provide is only allowed when the phone will be issued to the customer. He also mentioned that Globe can only provide warranties and endorsements to their customers.
Pichay, then commented back to Globe Telecom that she is aware that Globe is only a service provider, but also mentioned that she already has an impression that Globe has poor quality control over the units they provide and that they should be accountable to the customers with regards to the units they provide which the customers pay for.
However, the issue did not end with Globe Telecom and Trish Pichay’s comments on her post. Last March 9, 2015, Pichay posted that she received a call from Globe Aura’s Branch Manager assuring her that the issue is already under investigation and that it has already been raised to Globe’s executive office. But what sparked Pichay’s ire was that the manager mentioned about her Facebook post which, the manager says, have put their company’s credibility at stake. Pichay mentioned in her post that it is Globe’s responsibility to take care of their credibility and that she can not be silenced regarding the issue.
Pichay also mentioned that the manager advised her to have her lawyer contact a certain lawyer from their head office which angered her further.
In one of her comments, Pichay stated that she initially posted her status about her complaint about Globe to only be visible to her friends, but since Globe hasn’t given her a reply, she chose to make her post visible to the public.
We asked Globe Telecom regarding the issue and immediately got a response through private message. Globe stated that they are already aware of the issue and that it is currently under investigation.
As of writing, there are no updates yet regarding Pichay’s concern, but what do you guys think? How did the refurbished iPhone make it to the customer? What Pichay mentioned that Globe should also be accountable about for units they issue is actually something that everyone can agree on, but should she just also have just waited for Globe’s response? In a generation dominated by the social media, providers should really take utmost care of the services they provide, but should subscribers also post their concerns on social media? What is your opinion on this? Leave a comment below.
*Photos screengrabbed from Trish Pichay’s Facebook Page
What Pichay mentioned that Globe should also be accountable about for units they issue is actually something that everyone can agree on, but should she just also have just waited for Globe’s response? –
AGREE, Telco is not the manufacturer of the phone naman she should’ve known this before opening her big mouth.
Eh? Pero dba they need to check it first bago nila idistribute s branches nila? Kya nga ung mga ibang phones my sticker s loob ng telco provider pra mlaman ng cust n nainspect ito.. Usually nka reseal cla with name of the telco provider..
Mr Jay Bueno, kung sa iyo mangyari yan, ano mararamdaman mo?! Mukhang di mo na-gets ang point dito.. Baka mas mas big pa ang mouth mo kapag nangyari sa iyo yan..
Lol a big company issuing a phone like this? com’on dapat alam nila yan..
Kaloka basta na lang comment? Bulok na cp after paying it tapos closed mouth dapat? Abnuy
BOBO
Inside job yan. Sa totoo lng naopen na lahat ng boxes ng globe kaya nga may mga warranty seal stickers ang units eh d ba? Malamang taga globe din yung ngswap ng unit.
Jay Bueno, Globe does not manufacture mobile phones, true! But they are a DISTRIBUTOR which makes them responsible for substandard phones that will be returned to them or will be complained. It was clearly stated, the phone was given to Ms. Pichay “new” which turned out to be refurbished. Globe is responsible to contact Apple and have this investigated IF they are really concerned about their so-called CREDIBILITY.
Maybe its you who should know this before opening your mouth.
you sir are an idiot beyond comprehension.
Agree on this. Patience is a virtue
Would you go to a store to buy something, then still feel alright if what was given to you was broken, old, or refurbished? In what era are you from?
if you were sold me a siopao that you bought from a supermarket and i found out that the siopao doesn’t have fillings in it, and i blamed you for it, who would you blame? yourself or the place you bought it from? ~ i will question where you get the siopao…:D ~
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if you sold me a siopao that you bought from a supermarket and i found out that the siopao doesn’t have fillings in it, and i blamed you for it. Who would you blame? yourself or the place you bought it from? ~ i will question where did you get the siopao…:D ~ and that will be your responsibility!:D ~
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taga globe kasi si Jay Bueno kaya gaya ni globe stupido din sya.. 😛
Pulpol, 2year contract. Yung monthly bill mo pang brand new.
PULPOL!
As an Authorize Service Provider of apple, what she got is a refurbished iphone that was done by apple itself, walang kasalanan ang globe dyan, di nla pwede buksan yang pinaka loob ng phone dahil di sila authorized, iOS diagnostics lang ang pwde nila gawin at ung physical condition.
about the batteries, di yun peke, halos lahat ng complains saakin about iphone is “fast drain” well bago ka magcomplain magbasa ka muna ng specs, alamin mo muna kung ilang mAh ang capacity ng battery mo.
Kasabwat ka siguro. Who cares about fast drain. The issue is that Globe did not do quality inspection. Panong di yun peke eh Power Mac na mismo nagsabi. Bakit? Ikaw ba naginspect ng phone niya? MakaBOBO naman tong Service provider ng Apple. Utut mo!!!!!
Jay, you probably need to read her posts again; “they are responsible for the quality of phone they sell and issue to their stores”.
Everyone has the right to share their feelings about their experience. In the 1st place it already look like there was a mistake of releasing a refurb handset to the cutomer when that shouldnt be the case. Kung sakin mangyayari un magagalit din ako and i would make everyone know about it lalo na kung wala akong nakikitang actions made on a timely manner. I am happy with globe i can say that cause ive been with them for a good 6 yrs but if i’d experience that i wouldnt be happy as well and will take necessary actions too. and to add, having Apple themselves confirm that the device has a fake battery and stickers w/c shouldnt be inside of a brand new device, diba dapat palitan nlng nila ung handset cause obviously it’s not brand new and they shouldnt be releasing that to a recontract or a new cust. Ung investigation should just be abt how in the world the customer ended up getting that not-brand new phone.
She have the right to complaint and express her feelings. I myself is a postpaid subscriber and I definitely understand what she feels about it. I have 3 opinions regarding the issue.
1st. We only have 3 Major Mobile telco in PH, these telcos should be accountable for any defects/issues from their end and not leaving their customers on a dead end situation where in the issue will go further for legal matter, people definitely understand that what they are selling was the service but remember Filipinos choose the provider not because of the service but because of word of mouth or recommendations from friends and competative offers.
2nd. Given that these telcos really doesn’t care about their customers and they are just in for the profit, they also don’t mind if they lose 1 customer, now since these issue has been shared on social media sites, the telco has given their attention to this since it breaks the company’s credibility, this is why I really wanted a new law regarding telcos where in people can choose to keep their number and transfer it to a different provider wether it is a postpaid subscription or not, in that way telcos will definitely look after their customers and provide a better service because I know a lot of people who really have a grieve with their provider unfortunately they can’t afford to lose their number that they had for years.
3rd. In terms on these kind of issues the telco should have a better solution or a temporary solution for these issues, like after confirming that the warranty seal was not tampered they should have replaced the phone immediately however I think what the telco wanted to happen is to pass the blame to the manufacturer and take accountability for it where in that talk should be between the manufacturer and the provider as they are talking about business, also while there is a complaint regarding a damage/faulty/ defective handsets and the provider needs time to investigate, they could have offered a loan phone or a temporary phone to the subscriber initially because what they are selling is the service and not the handsets, a good example will be a lost or stolen phone, the telco will say that the customer is held liable for that– it really is and the customer should not blame the provider for that reason. However according to the T&Cs customers are agreeing to pay their monthly subscriptions on the term of their contract wether the customer used the service or not they are required to pay their monthly amortizations. In this scenario it was not the customer’s fault nor she shouldn’t be fined or charged for the number of days/months that she have been out of phone and also get compensated for the damages it caused her. On the other hand the telco also has the rights to charge the customer if proven that it was a false claim and the phone was purposedly replaced with a different unit to make a complaint.
I myself had an issue with Globe that I kept. It was also the same reason why I switched to Smart, I have never recommended Globe to any of my friends and relatives cause the service really sucks. To the complainant you can aslo tag SingTel regarding the issue, I believe that the SingTel group of companies will not like what happened to your situation because SingTel has a good standards for their employees and definitely wants to provide 101% customer satisfaction.
Globe is not a manufacturer of phone but that does not mean Globe can issue second hand or refurbished units..use your logic on this one. Who would want a second hand phone and pay for the price of a brand new one for a period of time (lets say 2 years contract) who?? None. This is sort of a scam for me. Shame on you GLOBE TELECOM
@jay bueno, pag bumili ako sa kahit anong mall ng sasakyan o cellphone at maykaroon ng problema ibig sabihin di ako pwede magreklamo sa kanila kasi di sila pagawaan ng sasakyan?! My point is dapat inaako nila responsibilidad kasi sila nagissue nung sasakyan/device/item, sila na dapat umaayos, at kung inaayos man nila dapat di na nila pinapamukha na di nila kasalanan kasi dapat sinisilip dapat nila kung may makina yung sasakyan na binebenta nila. 🙂
TAMA!!!
Waited for Globe’s response?! Are you a globe subscriber yourself?? Have you even tried to complain about their service personally? If in case hindi ka pa naliligaw sa globe center ill give you a hint..
After calling their hotline na wala naman naitulong sayo (wag na natin icount ang tagal ng pag hold nila pag di nila alam sagot) you go there personally, nag kalat ang napaka raming employees ng globe you tell them you have a complaint. Do you get to talk to them? NO. Do they assist you? Hell NO. Andun ka na personally pero youd still have to use their phone para tumawag sa customer service nila para lang sabihin sayo yung bagay na narinig mo na. Which mostly is unsatisfactory and not reassuring as the problem happens constantly.
My husband too is a victim of this horrendous customer service. He applied for an iphone 5 (circa 2013) globe employee told him it would arrive within a month. And thats too long for a phone but we gave in kasi maliit na bagay lang yung paghihintay. Got a text from globe after a month that the unit is ready for pick up. We went there and what did their employees said? Kesyo naibigay daw sa iba yung unit/ wala naman daw sila stock pa nung unit. Wtf?! It was a legit text from them. Ang dami nila dinahilan. But my husband kept his cool and was willing to wait another week or so. We got the iphone5. Same shit.
It was working perfectly the first time. Never been dropped. Kung pwede nga ipa frame siguro pinaframe na ni hubby sa sobrang alaga niya. But then came the time nagloloko na yung phone after 3 weeks naghahang na. And mabilis madrain yung batt. While all my hubby does is text and call. We complained about it buts it seems like it was never raised or what. That made me think na defective yung phone from the start. 2015, it works the same shit. Sa sobrang “galing” ng globe employees siguro we grew tired of complaining. I mean who the fuck has the time to go to their office just to end up calling their palpak cust hotline.
Thank you ms. Pichay for raising the issue.
For the employees who’s reading this and understandbly biased.. we’re paying good money for your service no one has the right to shut us up! Di bale kung kayo nagbabayad ng bills namin. Iphone complain namin dibale kung 1k lang isa non baka ibigay ko pa sa inyo yun.
seriously!!!! i got iphone4s from there. globe company is tooooo greeeedy!!!! they billed me more than 3000 in just one month and more 2000 in another month!!! i just dont have choice but to pay it. since im only 22 im being paranoid if i dont pay them since i signed 2 years contract im afraid they will sue me… so its really frustrating
Sue? i don’t know about that. First thing they will do is give you a reminder of your bill, if unpaid for 2 months, your line will be redirected but you can still get incoming texts and calls but you can’t do any outgoing. If still unpaid for months(i don’t know for how many months) they will terminate the service and send you a letter of termination, in which states the amount you should pay to them. If still unpaid, you would get another letter from a collection agency(signatory is an atty) that will say that you would need to pay the amount or face legal actions. But don’t worry all they can do is send you letters that threatens you of legal actions. Who in their right mind would pay an attorney for a large sum of money for a debt of something maybe around 20k? Attorney’s fee would cost more than what they are trying collect. The best that they can do is black list you, if you ever try to apply for them again. Based on experience. 🙂
what appalls me is you’re proud to be a thief
This seems to be a modus operandi already. There’s nothing wrong with going to FB for her [Trish’s] complaint. At least Globe will be pressured to launch a full-on investigation, especially now that more people are surfacing with their issues. Isa pa yang hotline na yan. I also don’t get the point of going to the Globe center and being made to use their phone there to call the hotline. Eh the whole point of physically going to that center is because the hotline is not enough help. Bureaucratic nonsense.
If she is not satisfied at kung marami talagang pera ang taong ito then by all means transfer providers.
And I suppose you have a lot of money to spend and that its okay for you to be fooled by huge companies when you get their services. Unfortunately not everyone is like you.
Another epidemic Filipino mentality spotted ^. Reason why these telcos are not challenged to raise their standards and quality of service kasi dahil sa ganitong work around. Pag hindi ok service, lipat na lang agad. Eh pag lipat mo sa kabila, either ganun din or minsan mas malalala pa. Unlike sa US or other countries, legal action agad katapat ng ganitong mga incident. Siguro dapat lang masampolan din paminsan-minsan ang mga telco para ma-realize nila na sa kakatipid or kakaiwas nila to provide true quality service eh mas magiging cost sa kanila paghaharap sila sa mga legal complaints and obligations nila.
Another epidemic Filipino mentality spotted ^. Reason why these telcos are not challenged to raise their standards and quality of service kasi dahil sa ganitong work around. Pag hindi ok service, lipat na lang agad. Eh pag lipat mo sa kabila, either ganun din or minsan mas malalala pa. Unlike sa US or other countries, legal action agad katapat ng ganitong mga incident. Siguro dapat lang masampolan din paminsan-minsan ang mga telco para ma-realize nila na sa kakatipid or kakaiwas nila to provide true quality service eh mas magiging cost sa kanila kapag kelangan na nila harapin ang legal complaints and obligations nila.
this is not a question of wealth. this is about getting the value out of the money that you have worked for.
Its not a money issue, its all about what a customer deserves for the price they paid.
Giving away refurbished mobile phones is same as stealing. Its dishonesty at its finest.
It’s what you call delaying tactics applied by these huge corporations, until you get tired waiting and nothing happens till years pass by and the matter gets forgotten…so press on your case and keep plugging on FB
I totally understand the reaction of Ms. Trish bcoz I could relate with her of how globe telecom so late to act on customer’s complaint & having her case is something very rare coz I cannot imagine myself paying monthly bills with a garbage item. I worked hard every single cent of it only to find out this so poor quality control thinh. This is outrageous & hilariously insane!!!!
Fact- the item is defective.
1.) Customer should raise this to the retailer, in this case the globe store.
2.) discuss a resolution–repair/replace/refund the item.
3.) if globe refuses to do some action, then go to DTI to file a formal complaint.
In this case, Globe is gathering info and investigating the case, to see where the problem originated. Globe doesnt control the QA of Apple. Thats why there’s a warranty / guarantee so that defects that are beyond the retailer’s control can be addressed well.
This Trisha is clearly using the issue to become an online sensation. OA masyado, kahit i-raise mo sa lawyer, sa DTI din ang bagsak. With or without the media, DTI will hear both sides of the story and address the complaint.
I respectfully disagree with a number of points you made.
First, defending your legal rights as a customer IS NEVER O.A. Please, do not assasinate her character because of that. Actually, we should admire her because she is defending her legal rights – a sign of an intelligent and responsible citizen. Actually, it is Globe who should be ashamed, because Globe failed to protect the rights of Trisha as a customer.
Second, Trisha and all of us have the RIGHT TO FREEDOM OF SPEECH, and this is guaranteed by our Constitution. It is injurious to a person if you are going to deny, prevent or discourage anybody from exercising that LAWFULLY VESTED RIGHT. If all statements Trisha made were true, then she should not be held accountable nor criticized for using free speech. And free speech includes social media, so she has every right to share her mishaps with Globe Telecom.
I agree. Too many people looking for approval in social media.
didn’t you read? sabi niya, her posts were private to her friends lang before, but since globe didn’t gave her updates on her complaints for a long period of time, she decided to put it on public.
Wow ha. OA? She just want her money’s worth. And besides, it’s so stupif of to think that Apple pa ang may glitch sa QA nila? Really? Where do you suggest Apple got a fake battery? Why would they do that? Seriously? You’re way beyond stupid for believing that for a second as what could have happened here. I’m pretty sure it’s one of Globe’s employees swapping it with a fake one.
Hindi pwde iswap ng taga globe ang battery ng iphone kasi wala ni isang CSR na marunong magbukas ng apple handsets. Kailangan nyan may gamit. Ang pwde lang magbukas (literal na pag open) nyan ay yung mga technician ng Service Center kaya nga may official service centers ang globe para ayusin ang mga sirang telepono. So pointless yung sinasabi mo na sure ka na taga globe ang nagbukas nya.
Mag file na lang sya ng case and let the best corporate lawyers hired by Globe answer her charges.
Baka sya pa mapahiya pag nagkataon.
For me, hindi muna sya dapat nagcomplaint thru SocialMedia. First, sa Globe muna sya dapat nagreklamo. If ever na wala talaga ginagawa ang Globe sa issue na yun saka na lang sana sya nagreklamo sa SocialMedia.
#JustSaying
nagbabasa ka ba ng maayos, Renz? kaya ang dami naloloko ni globe eh dahil sa katangahan ng mga tao.
Renz Berania, please lang bumalik ka muna sa school mo.
Tama ka Renz. Pathetic / helpless people resort to social media pag feeling nila dehado sila. Kung tlagang mayaman at edukado ang complainant, tatahimik lang yan at lawyer na nya ang magasasalita para sa kanya.
Nagiisip ka ba? Sa tingin mo ba di ka DEHADO kalaban mo isang malaking company(which has a lot of resources at their disposal) at isang tao ka lang? Dahil nag post siya ng masama niyang na experience sa Globe at kung anong actions ang ginawa niya, di na siya edukado? It’s to raise awareness that this company is letting this happen to a paying customer. Kaya sa susunod na huhusga ka ng ibang tao siguraduhin mo naman na alam mo ang sinasabi mo at may facts ka. I don’t agree na pinapalaki niya yung issue sa social media, pero kung ito lang yung paraan para matauhan at kumilos ang mga tao sa Globe, ay gagawin ko rin to lalo na’t nasa tama ka.
For me Globe’s response is acceptable. I don’t get what her problem is, she’s saying she knows that Globe is not a phone manufacturer but still places blame about quality control to them. Parang hindi nagets na sinesend nga lang ng manufacturer sa kanila and open it only in front of a customer na kukunin na ung phone. Ano pa ba ang gusto mong gawin ng globe? Iopen isa isa ung padala sa kanila? Kasi kahit sa Mac center nga hindi nalaman na refurbished until binuksan ung unit e.
@BSR that is why may quality control ang isang company. For Globe, phones and their equipments are considered raw materials if we will see it in manufacturing POV. So, dapat lang na may initial inspection yan ng mga phones. For example, if may company ka na nag-aassemble ng TV, hindi mo ba ichecheck yung mga assembly items mo na pinadala ng mga supplier mo?
quality control should be on the hands of Apple not Globe. . . as stated they never open it unless it is being handed to the customer. . . or the one who distributed the unit to globe. . . kaw n famous edi wow
I disagree zack, di lang dapat sa hands ng Apple yan. Quality Control should be implemented on every step until makarating sa end user ang product. For Quality Management din, dapat Globe has an Operating Procedures Manual on how they would address concerns. Nasa Total Quality Management principle yan. Globe failed miserably in implementing TQM obviously, sa dami pa lang ng complaints hindi pa ba halata na may problema ang mga taga- globe?
For units like iPhones, you already know that it has internal batteries. And if Globe or any network provider for that matter would want to open the units, it will no longer be deemed as brand new. Aside from that, you’d be breaching the contract of the phone manufacturer if you are the network provider opening the units for quality check. Look at it at a different angle. Paano pala kung alam ng lahat na binubuksan ang phones bago ibigay, edi mas malaking doubt pa ang maka-cast sa customers na pinapalitan nila yung parts diba? Also, that is the reason why network providers are simply telling the subscribers to visit the service centers of the phones para sila mismo ang mag check. If you are the manufacturer, a simple serial code / IMEI from the unit will allow you to trace its internal parts, and see if the unit indeed has the right/original parts installed to the phone.
They are not even allowed to open units, specially for Apple if the batteries are built in the phone itself. The credibility of Apple is what is supposed to be in question right here, not GLobe’s. ALthough i think they made a mistake on how they replied.
JPS, you didn’t get BSR’s point. And it was not fully explained by the complainant.
As per Globes’ Rules. They open a New Unit right in front of the customer. So sealed pa yun from the manufacturer/provider(singtel?). Unless she was given an already unsealed unit that that is another case.
We know that Phone Companies Locked the phones to their sim only. Now who does this? Singtel? or Globe/Smart themselves? Then it is no longer a sealed product.
Now regarding Quality Control, kahit sinong customer who buys any product (tshirt/jeans/gadgets/etc) they always check for scratches, damages and other stuff. Even the Dead Pixels. And will have it replaced with a newer unit even with the tiniest of scratch. Therefore, hindi rin ginawa ng customer ang due diligence nya in confirming that the product is in good working order.
Replaced batteries are obvious to confirm due to the gaps in an already repaired or fixed phone. And let’s not forget, it might also be the fault or caused by the Repair Center. Pwedeng nagswap ang mga units sa repair table. We don’t know right?
Better to wait for the investigation and request for a replacement unit, that is what I would have done. Your complaints will just fall on deaf ears if big corporations ang kaharap mo.
Ok so how would that process work? The phone manufacturers produce and then packs the phones in sealed boxes prior to delivery to the telco. What should the telco do at this point? Should the telco open every box to check for authenticity? That would mean breaking the seal on every box. Now as a consumer would you like to get a phone that was verified authentic but the seal on the box was broken? I think not.
We need to understand that the first time that the item is being inspected is when the seal of the box is opened in front of the customer. Thus other than ensuring that the telco actually received the right shipment. There is really on other way to inspect the actual unit prior to showing it to the customer.
FYI hindi po PABRIKA ang Globe para i QA ang internal organs ng bawat cp na nilalabas nila.
Network Service provider ang Globe. kung may cp man na kasama freebie lang iyon para maibenta nila ang serbisyo nila.
I agree on this. Hindi na nga kasalanan ng Globe yun. Kahit may quality control pa sila, kasi nga HINDI BINUBUKSAN YUNG PHONE KASI NAKA SEAL. Di maintindihan ng ibang tao yun.
Guys, respect her freedom of speech. It is one of her fundamental right provided in the Constitution.
Indeed! There’s no law yet approved from the Legislative rebutting the freedom of expression by any Filipino Citizen in the Constitution. Hence, Trish has all the right to express what she feels about her telcom provider – may it be eyeing their credibility’s standing or not. Likewise, if that telcom provider has been really concerned of their credibility in the world, they should’ve assured the quality of service they offer to their subscribers. I am absolutely sure that customer satisfaction is 1st in their mission statement. Tsk!
Tingin ko, pareho silang biktima, on the other end bakit hindi sya kausapin ng personal?
IF GLOBE CARES FOR THEIR CONSUMERS and CLAIMS ARE PROVEN WRONG…
palitan yung phone as part of their contingency budget, Then totally replace the unit.
kunin nila yung luma investigate the problem, kapag napatunayan mali ang paratang charge the bill to the complainants who maliciously filed her claims, kasama ng danos sa pagsira ng reputation ng company. THERES ALWAYS A FORMAL WAY TO TALK TO PEOPLE.
IF THE CLAIMS ARE TRUE
at least the phone is replaced to shut her mouth after replacing her unit with a brand new one. get her sign a ‘shut up document’ getting her to complain formally next time and get locked up with globe for two more years. also indicate that false claims may get her sued and get charges to what they spend on investigation. Globe may file a complaint reports to their fake mac supplier and get income from suing them until the supplier cant operate.
PLOT TWIST: Matagal nang aware si Globe na may mga refurbished phones silang ini-issue, nagmamaang-maangan lang sila sa case ni Pichay. Said by some ex-CSR of Globe itself. 😉
Name names. Give us names of these staff
@JPS. Read her posts again. I think you are missing her point. Globe is a service provider, not a manufacturer HOWEVER they should still be held responsible for the units they release to their users. Seriously getting a rip off iphone for the price of a new one? Not to mention paying religously every.single.month for it? And even if they check the unit in front of the customer, which is an SOP for all Telco providers, remember she said the phone worked fine at first. She was made to believe it was brand new. And that is very fraudulent. Needless to say, there is a glitch in Globes process. From receiving the unit from the manufacturer (Apple) to releasing it to the customer (with visual inspection upon opening the box as claimed). In this cAse, i dont actually believe it was Apple who sent the refurbished unit.
I am a Globe subscriber and most of us have been pissed off numerous times with their service. But,
1. Globe is not the manufacturer. Yes, they have quality control but it doesn’t always include physically opening the unit. Sometimes, it’s merely inspecting the unit (outside), checking if all accessories are there, chargers/cables working.
2. Globe is already investigating, right? This girl is expecting immediate results. Globe can always give an update but then what? If the info is wrong then she’ll be more upset? More rage? More rants? It’s better to give it at least 24-48hrs. If no action is done, then yes, do consult someone higher than the last person you spoke to or legal management.
3. Globe’s credibility is not always about their service (call/text/data/CS). Again, they’re not the manufacturer, why would you put all the blame on them? That affects credibility you know.
Again, this is not to be pro-Globe but the purpose is to state facts.
All apple handsets issued by globe are SEALED not by globe – but Apple. If get ur new phone from them, the Rep removes the plastic and open it in front of the customer. The thin plastic wrap of iphones doesnt have “Globe telecom” on it, so we should all assume its Apple who sealed it.
Also, Globe rep wouldnt rip the unit in front of the customer just to see if the battery is original or not.
Some csrs even insist that the customer should open the box and turn on the unit for the first time.
I can attest to that, because im a Globe user and all my Apple handsets came from globe. All my family and friends never had an issue as regards to their handsets warranty. Since 1998 im a Globe customer., and granted that there was a fault on this case, their customer service reps handles complaints well. The frontliners are more professional and skilled, solves issues, and they call when they say they will call for feedback.
well , that kind of service for me is more important as a customer. Id still choose globe as my provider.
Are we missing something here?
Sure ba sya na di nya pinagalaw sa repair shop and cp nya bago sya nag punta sa mac?
True. I was asking myself the same question. I think Apple nor Globe would be foolish enough to make their company suffer just because of phone batteries. Feeling ko talaga pinacheck ni Ate yun sa ibang paayusan kasi nga sabi nya na mismo, wala syang spare phone at ayaw nyang iwan yung phone nya sa Mac Center.
Kung sakaling ganun man ung eksena,
eh di sa mga taga Mac repair center pa lang dapat alam na nila na naOpen na ung unit bago dumating sa kanila at sinabi kagad nila sa Globe SM Aura Branch para matapos na kagad ung isyu na ganito. it takes 5minutes or an hour at most to confirm this.
Kaso mukhang hindi pa nga talaga naoOPen ng iba ung unit kaya may part of authenticity ang claim ni Ms. Pichay.
Lol. Wanna hear about the story when I delivered a premature birth at 7 months and 3 weeks because Globe customer service over the phone forced me to go to the business center even if I told ‘them’, I was bed rest. I sent Ernest Cu an email about this incident, left my Medical City billing to Globe Podium. I was prepared to give birth at Medical City but not prepared for a PHP535K bill. The amount is not even close enough to the emotional, mental and physical trauma brought about how negligent Globe is for putting me and my baby’s health at risk. I gave birth last year. Obviously their legal department is either working on a lot of cases or incredibly slow.
GLOBE telecom SUCKS!, i requested to terminate my Globe tattoo bundle plan since i already reached the end of my contract period and after an agonizing year of crappy services i disconnected everything. surprisingly 3 months after i was still receiving their monthly bill! i complained a thousand times in their hotline and they want to charge me P500 for termination charges! NO SHIT!
Jay .. TITI K BA TALAGA O PUKI INA MO?? ANTANGA TANGA MO!!! KITA MO SA COMMENT NYA COMMON SENSE NAMAN BRAD! SA GLOBE K ATA NAGTATRABAHO PUKI NG INA MO! BIG MOUTH BIG MOUTH KA PA EHH UTAK MO SINLIIT BG TITI MO;
Agree.. Maliit tiri ni jay! .. I mean dapat me freedom siya dahil responsibility ng fucking Globe un.
Agree.. Maliit titi ni jay! .. I mean dapat me freedom siya dahil responsibility ng fucking Globe un.
Jay please lang.. Bawal tanga dito for DAMN SAKE.. WHY SO STUPID.. Arghhhh..
Asawa ka ba ni Petchay, ha, Sayote(Jay ay Tite)? Palengke na ba ito????
Para saan pa ang NTC kung hindi rin pala binubuksan ang phone bago ma bigay sa GLOBE. Meaning lahat ng binibigay na phone ng GLOBE na imported eh hindi dumaan sa NTC para ma check na fake ang loob ng phone?
Its trish way of life, siguro talagang mabunganga siya pero mabuti un sa personality nya, kasi kung sa iba nangyari un… baka hinayaan na lang at nagtiis pano kung meron talagang ganito at sa inyong walang pakialam nangyari? dami pa namn sa inyo tatanga tanga o siguro hindi nyo pera pinangbabayad nyo ng lines nyo. kya wala lang sa inyo
bakit pinatagal pa nya kung alam naman pala nyang depektibo yung phone.
First time repair or replacement po ba ang cp nya? Baka nagpa replace na sya dati, for sure refurbished na ang ibibigay pag replacement unit na ang hawak niya
Ms Pichay,
Terminate your line and go to the Competitor. Sila naman bigyan mo ng problema.
Love,
Ate Helen Bola
The phone is sealed, not by Globe but by Apple.
Globe acts like a retailer for Apple products. Just like SM selling Sony tv sets. Would SM rip off the tv set or washing machine, just to see if the lcd or the parts inside are new or fake? Of course SM trusts Sony that only QAssured products are distributed in their branch.
Globe trusted Apple that the units they distribute are free of damage, and if there are any issues, there’s a warranty that guarantees that the service center will answer it by repairing or replacing the mobile phone that is defective.
With the issue of not replacing it immediately, even simple cases need proper escalation and investigation to check where the problem originated.
I have used Apple handsets from Globe since the inception of iphone in 2008. My family and i have been globe users since 1998, and we never had any issue related to warranty. All my problems were addressed by employees professionally. When they say they would call, they would really call and give feedback even if it takes several days or weeks.
This lady is overreacting. Posting negative comments would not help resolve this problem
I believe you. Di naman talaga pwedeng alisin ng globe yung SEAL kasi, SEAL nga yun.
So pinapalabas ng Globe na Apple ang nagprovide sa kanila ng ganyang unit? A big LOL! Hahaha
I think Globe is looking into suing the Apple for having their customers using phone with fake parts on their unit which jeopardized their company’s credibility. But again, as of right now. Globe has the responsibility to take this problem in finding solution to satisfy Ms. Pechay since the problem is already there. And further more, they need to check each unit first before selling it to their customers since its their responsibility. But what grinds my gear is Globe’s response: “We’re just a mobile network company” in which they’re trying to wash their hands with the problem and trying to make Ms. Pechay look dumb, as if she doesn’t know the difference between Mobile Network to Mobile Maker. In the end, this is Globe’s fault. Nothing more, nothing less.
Hindi ako postpaid subscriber nang globe or any telcos…prepaid lang kaya ko pero for sure hindi sa globe. But to miss trish’s sentiment talagang kung ako ang nasa poder niya…i’ll do the same thing. I think sa post niya, pumunta muna siya sa globe tas, sinabihan siya na pumunta sa service center nang apple in which she did. Maybe natagalan siya sa response nang globe kaya napilitan siyang mag post sa social media…and for me there’s nothing wrong about it…yon ngang iba kahit walang kwentang post na ipo-post pa…ito pa kaya? So dapat lang naman para mag double check na ang mga employee sa globe lalo na sa mga unit/device for the end user….so to miss trish pichay…ipagpatuloy mo ang laban para ma learn nang lesson…yon lang. Salamat.
I agree with you.
baket nila pipigilan ung mga ganitong Post? OA daw? Papansin lang? Hello!
Kung tayo nga ih, kahit mga walang kakwenta-kwentang bagay pinopost ot tini-tweet natin,
what more pa kaya na ganito na agrabyado ka at alam mung may sense naman dahil para sa kaalaman ng nakararami.
Kaloka ung ibang nagko-comment dito!
I’m also a customer of globe for about 4 years na! I had alot of complaint re the poor cs service and all! I never believed that the case is underivestigation and some one is taking cared of that stuation? I doubt! Why? Previously eto lang last feb re phone delivery and charges place on my bill that was not discussed re the re-contracting! I was shocked when i saw that bill so i called i spoke with alot of agent to name a few (Lin Bonustro, James and Love) or ever a manager from the loyalty dept! MS. GOZAR nakalimutan ko lang ung first name but i have it on my notes somewher. I called multiple times already a lot of reports has been created even an agen promise me that her MANAGER MS. GOZAR WILL CALL ME WITH IN THE DAY RE THAT STUATION! Lumipas ang isang araw nasan? Wala ilang araw na nasaan ung tawag? If you are really concern with your customers you should had followed up or gawin nyo ung dapat nyong gawin!! Napaka poor ng service nyo! Signal nalang panget na! Pati ba naman agents nyo ganyan nyo turuaan?? Eto pa! Even that supervisor manager what ever informed me that if i had any complaints i should have it on writings and i did! I sent emails multiple times already and i also informed globe store the one in greenbelt and the girl from customer service let me sent my email and she is the one who will sent to the right department who handled complaints and all. But what happened? Wala! That manager even told me! And this is not acceptable “you should follow up that sir! Kung gusto nyo talaga ma pursue ung complaint nyo!” Ako pa talaga mag follow up! As a paying custumer i have a right to complaint re thier service d ko na nga nirereklamo ung signal problems ko! Nirereklamo ko lang is ung poor customer service nila! Aba ko paba ang mag follow up? Aba MS GOZAR kasalanan ko pala now kaya walang nang yari sa complaint ko kasi hindi ako nga follow up sa complaint na na email ko sa GLOBE TELECOM. And I doubt that some one is handling any case that they file on our file! Kasi wala naman nangyayari eh! Well im not posting this kc gusto ko lang! For me i want any one to be informed or sana may makabasa ng comment ko dito form the management of GLOBE TELECOM. For them ti check kung anu ginagawa nga tao nila! Sir’s and Ma’am we are paying customers here we deserve better service!!
This is Globe’s chance to create a legendary customer service story. They need to move quickly. If I were Globe, I’d give this customer a free iPhone for her loyalty and just take the 4s back and investigate the matter internally.
What she did is just right. Those providers would not really take action about those things if they think those complaints won’t be a threat to their image. Now that when they realized that it has been circulating online that they would only see these things? LOL. Palibhasa natatakot na yung manager matanggal sa trabaho e, since it has gone this far. May this serve as a lesson to others doing business that to DO YOUR JOB PROPERLY. 🙂
PS: Most of those commenting in favor of Globe must be part of their damage control team. Haha!
Mr jay bueno why is it that you are so slow to understard?you didnt even encounter into a company?i will state this as a company all the things or product that has been passing thru the company must be check for its quality and the assurance of the product .in the point that mis trish has a point ..kahit hindi globe manufacturer ng phone ..the globe is the one who release the phone to miss trish okey .so the responsibility is under the globe company by releasing the phone thats was not check and doesnt undergo on the quality control,so it is clearly the responsibilty of the globe about it kasi tinangap nila ang phone from there supplier and they didnt check it .so its the globe fault .because any item that was endorsed by the company or bought from the other company is considered as the liability of the company who bought the item and miss trish is only a subscriber or we could say costumer okey .so trish has the right to complaint about it and the globe is hindi excepted sa fact that they gave trish a defective phone okey..kasi sa kanila galing yun .so pls dont even comment which is non sense .try to study a law at alam mu may point si trish ..
Sinungaling ang Globe. Saka lang daw binubuksan sa harap ng customer. Eh pag kumuha ka ng phone sakanila bago dalhin sayo may hiwa na yung Seal. Sobrang dami binigay na problem ng Globe sakin sa 2 accounts ko. Biruin niyo system nila ang nagkaproblema tapos customer nila ang dapat mag ayos ng mag ayos, tapos ikaw pa mag follow-up sakanila. Tapos dadalhin sa Legal pag hindi mo binayaran, sino ba gusto magbayad na pinerwisyo ka na tapos mag aavail ka parin ng service sakanila. Waiting na lang ipatawag sa Court, kung ipapatawag talaga.
mag-aapply na sana ako ng plan sa globe, buti nalang nabasa ko to.
I almost have the same experience. Never pa na open yong phone ko, until nasira ang lcd ng phone ko, pgcheck ng technician, he told me na prang nabuksan na daw ang unit kasi may mga parts ng nagalaw.. :(((
Update just want to include that those phone sold to glode as plan or postpaid are lock to globe only meaning to say the globe team tech has on hand on it to input a code that only globe sim will be used .hindi naman pwd na yung apple mismu mag sim lock for globe only .kaya responsibility talaga ng globe ang nangyari .
No wonder marami silang delinquent users! Happy with sun, di ko pinagsisihang lumipat ako ng network!
we got a bill of more than 6k for two months na dapat 1.6-1.7k lang a month sa promo nilang 5mbps. we called their hotline and asked how did they arrive to 6k and hndi nila maipaliwanag. napaka tagal ng pag hold upon checking our account. hindi kami mayaman kaya mlaking bagay samin to. all im asking is a fair charge. wlang kinalaman sa handset offers ng globe pero grabe napaka daya.
I Work before as Quality Assurance Engineer sa Telecom company diyan sa Pilipinas pero nasa Canada na ako ngayon. Yung mga units dadaan yan sa QA with signature inside sa box meaning yung QA na yan ang responsible kung bakit may fake na battery. Di yan namin e release pag hindi dumaan sa amin it takes several test before ma irelease.
I Work before as Quality Assurance Engineer sa Telecom company diyan sa Pilipinas pero nasa Canada na ako ngayon. Yung mga units dadaan yan sa QA with signature inside sa box meaning yung QA na yan ang responsible kung bakit may fake na battery. Di yan namin e release pag hindi dumaan sa amin it takes several test before ma irelease. If Brand new unit random test lang. Pag Second hand dadaan nang maraming test.
Just asking kapag binibigay na ba sa consumer yung phone, as it is na ba? Not from the box to let the customer see yung parts nung phone? Hindi ba kagaya kapag bumibili ka ng new phone? Just asking never pa akong nagpostpaiD but im thinking not to because of these issue…
Granted na sira ang unit, to control the damage, the Globe Manager should have just replaced it immediately-no questions asked, then resolve the issue internally.
But with Ms. Pechay’s “Palengkerang Mouth” that resolution ( the phone replacement) wouldnt Have any effect. Mag iingay pa rin yan sa social media.
Tama ang ginawanni mis pitchay. Ang mahal ng babayaran sa globe at sobrang bagal ng mga service center kahit saang branch tapos bibigyan ka ng phone na refurbished at fake. It only means manloloko sila. They are responsible sa kanilang produkto kaya don’t claim na hindi globe ang responsable jan. Sino ang responsable? Ang customer? Ang apple? Siyempre ang globe. Dahil nag bebenta sila ng phone na walang quality check or sadyang manloloko kung may maloko sila. Sinong kumpanya ang mag sasabe na hindi sila responsable sa produkto na binebenta nila? Sadya yan ng globe kasi diba para maka avail ka ng new iphone, pwede mo pa trade in lumang iphone. Yung luma ang iniissue nila sa mga ibang mag subscribe. Hindi talaga inaalagaan ng globe company nila mabuti dahil sa service center pa lang. Iaking layo nila sa smart. Sibrang bagal globe. I have both lines kaya alam na alam ko yan.
All I can say, STOP BUYING iPHONES! 😛
Sa wakas may naglakas loob!
OK guys ganito lang ka simple yan. Lahat ng phone na ni rerelease ni Globe even Smart ay naka record sa kanila pati serial number, imei, lahat. If ever na, ni replace ng subscriber ang phone with a defective one to file a claim they would know it in an instant kasi na ka record yan. Kung babasahin mo yung statement nung subscriber, nagbigay ng certification ang Globe na sa kanila nanggaling ang phone, at pasok pa to sa warranty (can’t remember about the warranty, so i’m just assuming). Nag confirm ang Service center na hindi na original parts ang nakalagay, but still the same phone with the same serial#. (I don’t know kung mayroon sa iphone na malalaman kung pinagawa mo sa labas yung device o nagalaw na yung internals kasi sa mac puwede malaman) So ang issue na lang dito ay kung pinagawa ni subscriber ang phone sa labas o nakatanggap ang Globe ng defective unit. In any case, this is the responsibility of the Telco. Until proven guilty si subscriber of tampering with the phone dapat nag issue na muna ang globe ng temporary phone. At ni raise na kaagad nila kay Apple ang issue. Saglit lang naman yan kasi may record si Apple kung anong mga phone with their serial numbers ang pinadala nila kay Globe. Pag lumabas na wala sa record ni Apple yung phone, nasa Globe na ang issue niyan. In which case, warranted ang actions at pagiging dismaya ni subscriber.
Ngayon tama ba ginawa niya na ipost ito sa social media sites, maybe. Depende sa desired effect na gusto ni subscriber, kung para ma pressure ang Globe na bilisan nila proseso ng pag imbestiga, in which na dapat saglit lang kung titingnan mo ang explanation ko, puwede. Kung para maka raise ng awareness para sa ibang tao, puwede. Kung para di na lang mabalewala ang reklamo niya dahil wala o konti lang nakakaalam (in which i have an experience), puwede. Mabilis naman mareresolba ng Globe ang issue kung bibigyan lang nila ng pansin.
Ive been working in a call center with different accounts mostly telco at napakalayo ng customer service nila compared satin. Tsktsk when will filipinoes get higher standards and quality service ..
Although the complaints of the customer are understandable, her overreaction and angst about the issue leaves me with a sense of distaste and a want of disregard for her concerns.
I worked for Apple itself, and when phones are returned due to damage, no matter if it is under warranty or not, Apple will try to fix the phone OR replace the phone with a certified refurbished one. Getting refurbished phones as replacement for broken phones is not new nor is it a secret nor is it exclusive to the Philippines (I work in the US). That said, Globe is just a distributor of the iPhone. As stated, they do not manufacture these phones nor do they need to “quality check” it. As long as it is sealed and they believe it came directly from the manufacturer, then it is safe to assume that the phone is good. NO, THEY WILL NOT OPEN EACH AND EVERY PHONE TO CHECK INSIDE. When did you ever see this happen? The customer voiced her concerns, appropriately so, and Globe responded that it will be under investigation, as it should be. It should have stopped at that. Things happen. Something, someone, messes with some things and does so with bad intent, and this is not under the control of Globe. There are unavoidable circumstances. Blasting Globe on Facebook is an illogical, irrational, and quite frankly a low move. Let them handle the problem and take care of it. People/companies are not exempt from making mistakes. Don’t use circumstances like this to 1) get money from the company (lawyer, really?) and 2) get attention while you’re at it.
@GUEST: Sa tingin mo, may mangyayari ba sa kaso ni Trish kung hindi siya nag post sa Facebook? And asan ang freedom of speech? Kung sayo mangyari yun tapos di pa pinapahalagahan yung concern mo? Will you still choose to stay quiet?
Kahit siguro sa akin mangyare yan, magwawala talaga ako w. Biruin mo binabayaran mo ng 999 every month only to find out refurb ung phone. Minsan kasi ang globe pag ngreklamo ka, it would take them days bago sila mgrespond ung tipong araw araw tatawag ka! Ngyare na sa akin yan! At talgang nakakawala ng bait! On a side note, I agree with sir ken, dahil 3 lang ang mobile provider dito dahil sa monopoly, wala talgang choice ang mga tao kundi magtyaga sa minsang sablay na service nila. Dito nga lang sa atin naka cap ang internet plans e at ang mahal pa. Sa ibang bansa, specifically sa India, napakaraming mobile provider na pag dimo nagustuhan ang service nila, pwede kang lumipat at mareretain mo pa ang old number at makukuha mo pa ung monthly plans mo ng mas mababa kesa sa nauna. Hay globe! Habang tumatagal lumalala ang service nyo.
iPhones do not have removable batteries like Samsung phones so telecoms like Globe cannot check if parts are original or not. Also remember that opening the back part of iphones will void the warranty.
Going back to the series of events, the complainant brought her phone to PowerMac the first time and she was asked to leave her phone, so that could be the event when her phone was replaced with a refurbished unit.
Hi, well as you can see. hindi sya pumayag na iwan yung phone sa MAC
She specifically stated that she did not leave her phone at PowerMac that first time because she did not have a spare phone. Also, if someone from PowerMac switched her phone with a refurbished one, wouldn’t she notice that all her contacts, all her messages and everything in it would be gone? Wouldn’t she have noticed it right then and there that it’s a different phone?
Tama naman ang globe, network provider sila at hindi manufacturer. pati hindi naman ang cp ang binabayaran nya eh, yung service ng globe, yung cp reward na lang yun. And the only way na pwedeng gawin ng globe is palitan ang unit and then ibalik nila sa apple ang substandard na phone. hindi pwedeng buksan ng globe ang box kasi masisira ang seal na nilagay ng apple sa mga unit nila. liability na ng apple yung sa unit. kung ikaw bibili ng phone, gusto mo ba na yung phone mo is bukas na yung box? of course not, kasi iisipin mo, baka nagamit na… yun ang iniiwasan ng globe or ng any resellers ng mga gadgets, kaya wala sa control nila ang quality ng unit. if the unit is still under warranty, i think globe can send the unit back to apple for further investigation and quality check because its apple liability
I don’t know if you’ve ever owned a gadget/cellphone bought from one of the telcos. But if you buy a phone unit from them, the box is sealed and it will be opened only in your presence. But in reality, the unit’s original packaging from the manufacturer has already been opened and what you receive is actually a resealed package.
If you’ll check phones from Globe/Smart/Sun with removable batteries, there is a sticker inside telling you that the handset may only be used with a simcard from the telco provider you bought it from. I’ve never owned an Iphone so I do not know where that sticker is located in an Iphone. Also, they have to tinker with the phone’s software before release because they have to add whatever custom software they say is included in their phones. If you’ll notice as well, phones from these telcos have their own welcome messages that you can’t just possibly remove/edit yourself.
I think Ms. Pichay should be admired. We Filipinos unfortunately, for a lack of better term TANGA! We are inherently a kind and gentle race, magalang, mapagpasensya, maintindihin, etc. Which is again, unfortunately, kaya tayo pinagsasamantalahan. Look at this situation for instance, if this were a US telco or even Apple itself, palit agad bagong unit, no questions asked! Pag hindi, demanda agad ung company. Ang hirap kasi sa atin tanggap tau ng tanggap, kahit tae na tanggap parin. Sinong pinoy dito ang tatanggi that they didn’t receive utter bullshit na if you at the bigger picture, dapat di nila tinanggap in the 1st place (umamin kayo, lahat tayo dumanas nito, hehe). At, ang masakit dito, ginawa din natin ito sa bawat isa, kapwa mo filipino ginawa kang tanga! Okay, long story short. Hindi kasi matatapos sentiment ko sa ganitong medium, kakangawit mag-type. I hope my point gets through to most of you. This will be my summary, STOP TAKING SHIT FROM ANY ONE! Kahit na pagkaliit-liit na bagay don’t take it! Defend your right as if it were your territory. Kahit sa tingin mo or sa ibang kupal dito na mababaw lang sya, tang-ina karapatan mu yun. Kakaawa na kasi taung mga pinoy, kitang-kita na nga na aping-api na sige, tanggap parin. Take China for instance, part ng bansa natin kinuha, anu yun candy lang? Yang MILF na puro terorista, bibigyan mo ng sariling lugar nila sa pinas, hanep! Taga mo sa bato susunod jan sa negotiating table BIFF naman! Tapus gagawan nanaman nila ng another SCREW-YOU-LAW, kaya nga lahat ng pipirma jan sa Bangsamoro Basic Law na yan ay TANGA. Mga di dapat ihahal sa 2016. Look, I’m anti-terrorist, not anti-muslim, just wanted to get the point across. Alright, tama na. Please, magbago na tau mga pinoy. Peace!
Dont post topic irrelevant on this case.
Lets stick to the issue of MS PETCHAY.
Relevant question, how do network providers network lock their units if they do not open said units itself?
How can network providers network lock their units if they do not open said units?
Hi everyone. Just a piece of information about handling new lines/recontracting: before namin siya i-release, we MAKE SURE that we test the unit – charger, earphones, sounds, camera, and we also do the set up! We show them that this is the button for this, the button for that, etc. We also discuss the contracts and we also remind them of the do’s and don’ts so that the warranty won’t get voided. We make sure that we give them the SEALED box. We do not open boxed units of iphones because we have dummies on our shop area! And kung may defect, ON THE SPOT siyang pinapalitan dahil meron kameng tinatawag na DOA of defective on arrival policy para mapalitan ang unit ni subs for their satisfaction.
Regarding Ms. Pechay’s post about her phone, there was NO WAY that we could have seen that it is a fake phone, because we DO NOT OPEN iphone units – the same way that apple did.
Yun lang. so wag sisi agad kay globe, ha? Thanks.
Globe was too DEFENSIVE about the whole thing. They should’ve just apologized to her, which could’ve at least calmed her down. Just because they don’t manufacture phones doesn’t mean they are not liable. Eh pano pala kung drugs yung nasa loob nung phone?
Network providers, you SELL those phones. Don’t make it appear as if you’re giving them for free. You make money out of them. So hindi nyo pwede isisi lahat sa manufacturer lang dahil pinagkakakitaan nyo din yan.
Ms Pichay is a bit fortunate compared to my case. When my retention was due, Globe offered me an iPhone4, at the time when iPhone4s is already available. I refused because of bad service.
But after a few months Globe is billing me for an iPhone that I never asked, after investigation, they found out that it was received by another person without any authorization. I asked for the line to be cut off and they did. Then they sent me a bill for the iPhone and even asked their collection agency to file a case against me.
So I read this and I also did receive a bad brand new phone from Globe. And no one can seem to help me out. I echo whatever Tisha said. I got an iPhone 6 with a dark spot on the LCD. Called them the day I got it, went to several stores to have it replaced, called customer service, even messaged Globe on Facebook; so I did what a customer should do immediately after the problem: to report it to them. Globe’s response to resolve this? Still waiting. Waiting time? 3 months and counting. It should not take a company that long if they’re really concerned about their customers. I feel bad having to put up with this bull shit.
problema dito sa Pilipinas, walang protection consumers that is why most resort to social media.
sa US nga, they have BBB and we should have something like that.
globe is stone-walling the customer by saying that they just a service provider. they should go after the distributor that gave them the iPhone that angered their customer.
asking an angry customer to take extra step for their complaint is a dumb move.
Prior to sealing. they need to open the phone or back cover to place the seal of the provider and these should be verified if the phone is already been lock to a particular network provider.
It’s her phone. It was her facebook account. She had all the right to tell her friends/the public kung ano ang gusto niyang sabihin.
She is also taking legal actions about it which is the right way to deal with this problem because this is blatant fraud. Ang tanong diyan, paano nakalusot ang refurbished phone sa Globe? Saan ba nila kinukuha ang mga stocks nila?
Really? Apple Mac Center now opens iphones? Last i had my iphone checked they needed to ship my phone somewhere in US or singapore to have it checked. Probably should go to a apple mac center this weekend to ask if they do really iphones now….
may isang tanong lng po ako..
aan nya ba nakuha yung phone? sa mismong store at the tine na nagpa recontract sya? o thru delivery? di ko nabasa if pano nya nakuha eh..
Globe is accountable to for that refurbished iphone even if they are not the manufacturer, and trisha have the right to post her concern in social media specially when globe failed to make a timely despond. Globe must replace ghe phone.
Globe is accountable to for that refurbished iphone even if they are not the manufacturer, and trisha have the right to post her concern in social media specially when globe failed to make a timely response. Globe must replace ghe phone.
Globe is always like that, even your complaints will have a big issue waiting for their response. I truly understand Ms. Pichay’s concern. Security and reliability or something you trust isn’t trust worthy at all.
I have been a long-time Globe subscriber. Not because I am happy with the service (No LTE in my area for the longest time now while other telcos have been providing that service in our location for over a year now. Go figure. Let’s not even talk about their Customer Service. They’re a hit or miss based on my experience. Sometimes great, oftentimes epic fail. ) but because it’s just easier to renew my iPhones through them. And so far, I have not encountered some of the things that were mentioned here (seal open, box was missing the plastic wrap, etc).
I am now on the third iPhone issued by Globe and each time, I was there during the unboxing. The boxes are still shrink-wrapped and the seal is still attached. So I never complained. Same thing with my husband who has gotten 2 iPhones and a Samsung phone from them.
I am not discounting that there may be some shady stuff going on in some Globe centers, and I am not saying that the lady is wrong to post her rant in FB. That’s her call. I think the entire situation could have been handled better if Globe responded directly to the subscriber through personal email or a phone call instead of replying to the message.
While they are not the manufacturer, they did issue the phone so they have a responsibility to the subscriber to a certain extent.
As for the lady, I feel sorry for her. I wouldn’t know what I would do if I were in her shoes. She’s lucky she knows a lawyer. I wish her the best.
As for all of us, let this be a lesson. As consumers, it is ur duty to protect ourselves from unscrupulous transactions: Do NOT accept if the seal is broken.
They will open the box for inspection but they will not open the fone and check inside for anything fake. I’ve had a refurb macbook pro and it just looks like a brand new laptop! You couldn’t tell the difference.
Agree with, “if the turn around para palitan ang unit sana ay mabilis hindi na sana aabot sa ganito”..
Fuck the credibility pf the company! She is just a customer (with a big mouth though) that is just too angry and made wrong decisions in front of a computer.
Sorry Globe, busalan nyo ng iphone 6+ yung bunganga para manahimik na kase! and freaking have her sign a quit claim and a shut your mouth agreement.
Kasalanan nanaman yan ni Pinoy at ayaw amininat ipasa din nia kay Gloria… hahaha
Ate a big company like Globe can’t issue a phone like that. Baka naman pinaayos mo na sa iba yan tapos dun na nasira.
Hindi sya papatulan ng Globe.
Baka sya pa ang idemanda ng Globe sa mga pinagsasabi nya.
Mag file na lang sya ng case.
I had this kind of issue before, its about the BB curve with free VIP ticket for nikky minaj for 2, that time my gf i mean ex-gf is really excited to get the ticket so I have no choice but to get a line, which is kailangan ko din naman… at ito ang masayang part nag email sila ng ticket day after the concert so sabi ko ok lang VIP ticket naman sa MOA arena, pag dating namin sa ticket net ayaw mag labas ng ticket for VIP kasi daw ubos na… GLOBE ADVERTISEMENT are all FALSE ADVERTISEMENT nag eskandalo talaga ko sa Globe hub MOA sabi ko ganto ba kayo manloko ng customer !!! they replace my ticket but for NBA VIP, the problem didnt stop there, for 6 months na naka line ako na naka UNLINET walang signal sa location ko which is cubao inaraw araw ko ang CSR nila to fix the problem finally they get a tech guy to visit the location at sabi wala talagang signal sa location, fortunately they waived my bill for 1 year and 3 months after that cut ko na line ko makabawi man lang lol
I used to work for Telstra, AT&T and Sprint. These are huge telecommunications company in Australia and the U.S. and sadly, this is already a common practice for Telecommunications company. At first, I also didn’t understand why such companies do this kind of practice especially when I get complaint calls from customers. From the consumer standpoint, yes it feels like we are being mislead and victimized as we always feel that we should be getting what we are paying for. However, from the business standpoint, these high end phones are being bundled up with a monthly plan that has services included so if we are actually going to sum up everything that we are going to pay for the monthly fees in 24 months which is the normal lock in period, it may look like as if we are paying even more from what the actual cost of the phone is if we bought it in cash. But if you try to put all costs together from the telco provider, it’s like we actually got the phone in a bargain. So it will be a terrible loss from the telco company to provide brand new phones every single time wherein these refurbished phones were the same phones being returned by other existing customers due to some technical complaint in the middle of the contract in which it was issued brand new the first time. Especially with Ms. Pichay’s situation, she’s just a renewing customer so most likely she’ll really end up with the refurbished phone but I’m not saying that she should because there is no difference. Unlike acquiring new customers, a company is compelled to give brand new. So my point is… I’m not surprised that even Globe practices this eventhough they are not admitting it. I wouldn’t be surprised if Smart is also doing it. I’d just rather get a plan from telcos only for the services and just buy my phone from an independent retailer.
Naintindihan ko ang feelings ni ma’am na siya ay galit na galit, kung ito ay mangyayari sa akin, for sure iinit din ang ulo ko, sa ginawa nyang balita dito sa social media ukol sa nangyari sa kanya, kiliti lang ito sa kili kili ng globe at hindi sila matitinag, ultimo ang mga globe customers na nakaka-alam sa balitang ito, medyo alarming pero hindi rin matitinag, suggest ko lang magpamedia ka katulad ng news sa TV, para lalabas din yung ibang nabiktima katulad ng nangyari sa inyo. dun! madudumihan yung pangalan nila(GLOBE), at masampahan nyo ng kaso sa korte, katulad nung nangyari sa cebu pacific.
I just remembered my iPhone 4s that I gave Globe in exchange for a 5s. This was for the iPhone Forever plan. #nuninuninuni
Sus! E sa apple parin naman galing yung phone, syempre naka seal yan. Pinagawa nya kase sa labas yan kaya ganyan.
Grabe, pati daily pedia nababayaran din pala. iba talaga nagagawa ng pera. Halata mong puro paninira lang sa globe ang alam.
same sakin…iphone5 nasabi ko nlang na sa sarili ko na refurbished binigay sakin nung nag visit ako sa apple support site about free battery replacement for iphone5…pagkalagay ko ng serial number ko sinabi doon na already replace….isa lang nasabi ko sa globe branch na pinakuhanan ko, robinsons place pangasinan glibe brance, manloloko sila…nagbigay sila ng hindi brand new unit….repaired/refurbished na binigay sakin….
JAY BUENO IS GAY. KAYA LAGI OPEN MOUTH KASI EAT DICKS LOL
Tanga pala si Petchey eh. Sya nagumpisa na mag post sa social media. Tapos magagalit sya pag may bad na comment sa kanya.
Social media is open to all people who want to comment.
Wag pikon mga friends at supporters ni Petchay. This is a free country
Had a similar incident with rival telecom SMART but this was a long time ago. I purchased an iphone 4s during that time and was only able to browse the phone thoroughly when I brought it home. The phone, if not refurbished seemed to have been tampered with as there where pictures of people saved in the gallery. Naka-korean pose pa sila sa picture. There where numbers saved in the contacts list too. “Bhe” pa yung isa sa mga nakasave na number. I was able to raise the issue with SMART but they too denied selling customers refurbished iPhones and that the units where merely delivered to them. Sabi inuunbox lang nila kapag kukunin na ng customer. I stuck with my story but didn’t complain much as they had replaced the phone anyway dahil defective din yung unit na binigay nila sakin. But the point is, whether or not nagbebenta sila ng refurbished phones, somebody has to be liable.
mountain out of a molehill. umabot pa sa lawyer dahil lang sa isang iphone? mas mahal pa ang bill ng lawyer mo sayo kaysa itapon mo nalang yang iphone. drama queen.
actually nakakatakot tong issue na to been loyal pa nmn sa globe.. kht mhina net kht overbilling kht puro telepono kausap ko tuwing mag complain ako..
ngayon ko napagtanto na sa ginawa nilang to nakakatakot na manguha ulet ng unit sa knila.. bout nmn sa sinbi d sila manu ng phone.. may gad pano pla un sisihin ko sarili kp dhil nag open ako ng line sa inyo?? bay kaya nga mas nging demand and globe dhil sa handyphones eh.. tuz until now underinvstagtion?? ngaun tuloy gusto ko paopen phone ko at iapacheck dhil nakakahiya nmn sa globe d pla nla sagot un! ramdam na kita pichay.. #fighting!!
Nasa bunganga kasi ang utak ni Pitchay.
Ikaw ang naunang mag-post sa social media, at ngayon pikon ka at mga supporters mo kc may mga negative comments directed to you and ur actions.
Di ka kasi marunong magantay ng feedback from Globe, at nagmamdali ka masyado kaya nag backfire sa yo.
Open ang social media sa madla. kaya kung may negative comments sa yo, lunukin mo.
Next time magisip ka muna.
AGREE!
Did I read it right? She brought her phone for repair at Mac November last year but didn’t have it repaired. And this March, 4months after, she had it opened at Mac?
Wouldn’t it be possible that she had it repaired someplace else?
Did I read it right? She first brought her phone to Mac on November last year but decided not to leave it for repair then brought it back 4 months after and had it opened to find out it’s with a fake batt?
Wouldn’t it be possible that she had it repaired somewhere else?