Okay, I'm back. But just the same, I'm still pissed than ever with Bayantel. So, let me share to you now the story why I ended up online in an Internet cafe last night.
The main reason: I didn't have Internet connection at home anymore. Why? Because this Bayantel customer service representative or I don't know what she's really called already posted a job order of some sort to transfer my supposedly connection to the place where I'll be transferring on Sunday. (Take note, I'll be transferring Sunday, June 1.) In short, I'm still at my old place while my connection is already at my new place. As in HALLER!!!
If you will recall, I made a post here several days back that I'll be transferring to a new house on June 1st. So, when I say transfer, I need to transfer all my previous lines as well like my DSL Internet connection and my TripinVision cable connection. I have no problem with the cable because all I need to do is to pay for the extra wire that they'll be using. But with the Internet, well, that really took me a while to decide whether to continue my Bayantel DSL subscription or not since I had a nerve-wracking experience with them which I shared to you in my post here entitled "What's Wrong With You Bayantel DSL?"
Moving on, after considering my new options like Smart BRO, Digitel DSL, and DCTV cable and Internet, I ended up sticking to my previous Internet service provider - Bayantel DSL. Why? Because of its speed which reaches up to 1000kbps (mind you, the 1280kbps is only a blah-blah) during offpeak hours. But after what happened last night, I regret as in to the highest level why I ever decided to continue subscribing with Bayantel.
Now, what really happened? Okay, it's like this. Last Wednesday, I went to Bayantel Office at the 3rd floor of Pacific Mall. I told this girl or CSR whatever named Judy that I want to transfer my connection to another location. She gave me this form and I immediately filled it up with the information that they need: Name, Previous Location, New Location, Sketch of New Location, and note DATE OF TRANSFER. When I gave her the form, I asked her if how many days it will take for the transfer. She said 3-5 days. I was relieved because paying 1,999php as transfer fee should be well-compensated with a fast service. (Note: Other Internet service providers do not charge this high for transfer alone..So if you're just renting your place, I greatly advise not to choose Bayantel DSL.)
Wednesday night, everything was still okay. I recalled chatting with Papa Ghie without disruptions and even watched the movie The Forbidden Kingdom from Megavideo without any buffer. Then came Thursday night, I tried to login at Yahoo Messenger and Skype but with no luck. Smiley just kept on smiling and the two arrows on skype just kept going on circles. As in like a DEJAVU, huh! Disappointed and all, I had no choice but to turn off my laptop after hours of trying and pigged out on foods instead. At around 10pm, Papa Ghie called and asked where I was. I said I was home but as usual I could not connect to the Internet. He was so disappointed and blamed me for choosing to continue my subscription instead of going for another Internet service provider.
In the morning, when I arrived at the office, I heard Mayan, one of my colleauges, asked our officemate Twinx if she had Internet connection the previous night. Twinx said no and Mayan shared that she had no connection as well. So, I butt in and said that I had no connection as well. By the way, Mayan is using DCTV Internet and Twinx is Smart Bro. We all came into a conclusion then, that probably there were really something wrong with all the Internet service providers at the same time. Wow! Could this really be true?
After lunch, I asked Twinx if she had a connection at home already. She said yes. And when I asked Mayan, she gave me the same answer. So, I was expecting that I also have a connection at home already. I texted Baby Gaby's babysitter and asked her if she could connect already. But her answer, a BIG FAT NO!!! As in darn, I kept on thinking what's wrong with Bayantel DSL again.
So, when I went home at around 6pm, I tried to login to YM because I was so excited to show Papa Ghie the crib that I bought for the baby in between. And guess what, I could not connect. Too pissed off, I dialled the number of Bayantel and when a CSR answered, I asked her if there was something wrong with their server. She said no and was about to explain to me more details when I cut her and told her to give me a call instead since I was using my mobile phone. (Haller, as in should the customer be the one spending money on call just to complain about their service? Their 181 number totally sucks, so no choice but to contact the mobile number, but I told the CSR to call me back instead.)
Here's our conversation:
Bayantel CSR: Hello Mam.
Bayantel CSR: Mam, the reason why you don't have connection is because you requested for a transfer of location, right?
Phoebe: Yes, I did. But I indicated in the form that the date of transfer will be on June 1.
Bayantel CSR: Oh, I see. But according to the report forwarded to us Mam, it said ASAP.
Phoebe: No, I didn't say that. I even indicated that I'll be transferring on June 1st.
Bayantel CSR: Ok Mam, but you see our process is that when a transfer is requested, your previous connection is cut and transferred to the new location. So that means, that your new connection is ready now at your place.
Phoebe: (Disappointed) So you mean, I'm still here but my connection is already there?
Bayantel CSR: Yes Mam.
Phoebe: But my modem is still here with me and I don't recall any technician coming over here to change the lines and all.
Bayantel CSR: I see. Mam the process is that before the technician comes to the new location, the new line should be ready, that's why your connection there at your old location has been cut already.
Phoebe: Then, why didn't you inform me that this is the process? For two nights now, I don't have Internet, I have work to do, and my husband is waiting for me to go online. (Too angry already - voice rising). Now, what are you going to do about this? It will be a day more before I transfer and I'm stuck here without a connection.
Bayantel CSR: I'm sorry Mam but we cannot do anything as of the moment. The least that I can do is to make a report about your case.
Phoebe: (Interrupting) Yes, yes! Do that! And indicate there that the customer was so angry because she was not informed by the CSR of Bayantel - Legazpi about the whole process.
After that conversation, I immediately grabbed my wallet and stormed out of the house. My destination: Bayantel Office at the Pacific Mall. When I arrived at the mall, I saw Chic, one of my close friends at the office, and approached him. He asked why I looked so angry and where I'm heading. I told him about my problem with Bayantel and that I'm going to the 3rd floor to complain. He told me to keep my cool and to relax.
But how could I? I was already too frustrated with the whole thing. And when I arrived there, there she was, the girl who assisted me in filing for the transfer. I told her about my complain and all she could tell me was "THAT'S HOW THE PROCESS IS, MAM." Then I said, "But I indicated there that my date of transfer will be on June 1. Why didn't you tell me that upon filing, my connection will be cut. I looked like a fool for two days now waiting for a connection, yet all this time it was already cut." The girl could say nothing, not even a SORRY to pacify an erring customer. All she insisted was she thought I wanted to transfer it ASAP. And then she asked me if I want the connection back, yet when I transfer already I'll wait for a couple of days again before I get back online. I said, "No, what I want you to do now is to let a technician come to my place tomorrow so I can guide him to the new house and install everything. You already gave me so much inconvenience and to think that I'm paying 1,999php just to transfer it (which looked as if I subscribed for a whole new connection). Now, what's your name and what's the number here? If no one comes to my place tomorrow, you sure gonna hear from me." And I stormed out of the office without a smile on my face.
So, that's the whole story why last night I was in an Internet cafe. Papa Ghie even said that Bayantel should be the one to pay for my internet fee there at the cafe. See, talking about so much INCONVENIENCE and OH-SO-BAD-CUSTOMER SERVICE! And what could be worse than not to hear even a "SORRY FOR THE INCONVENIENCE, MAM"...Grrrr. I pay my bill on time yet this is what I got!!!
FOR THOSE WHO ARE THINKING OF SUBSCRIBING TO BAYANTEL DSL, THINK TWICE, THRICE, OR EVEN A HUNDRED TIMES BEFORE YOU DO BECAUSE YOU MIGHT END UP EXPERIENCING THE SAME THING THAT I DID.