Just two days after I wrote about SMART BRO (see Goodbye, SMART BRO), I received a letter from the Social Media Services of SMART. Here’s the full text:
Thank you for notifying us of your concern.
We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we appreciate your feedback.
We are sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that the experience has caused you.
Nevertheless, your concerns are already being attended to and we are already working to improve our internal process.
We shall be more than delighted to be of service of you again, in the future.
Sincerely,
Social Media Services
Smart Communiactions
The letter is obviously a template letter and this is probably an auto-generated reply. Nevertheless, I’m glad to see that SMART is monitoring the Internet to see what its customers are saying about their products and services. I just hope that this letter is not just for show and that SMART is truly doing something about the quality of its products and services.
pldt, smart, smartbro…dami problem na noon pa hindi inaayos
have they addressed your concern?
hi, lyza. unfortunately, no response to my concern. even the smart employee who contacted me never got back.
Unfortunately, I was able to experience the incompetent customer support of smart–pero for my postpaid line naman. I reported an issue last jan 27 about my voicemail not working. i cant access 100 and calls arent being diverted to my voicemail.
Its been more than a week now and still the issue remains unsolved.
they kept on passing me over from one person to another, endorsed from one department to another, promised to give me updates every two hours–but did they deliver? NO!
Im so happy with the general service of smart… except for the voicemail part. too bad, voicemail is an integral part of my business. so regardless if im happy with the rates, internet speed, etc… it all boils down to my voicemail… IM ONE UNSATISFIED CUSTOMER!