How I Requested SmartBro’s Technical Support?
Smart Bro Lousy Customer and Technical Support
March 21, 2009 at 9PM
Last February, 2009, I experienced problem connecting into the internet through the SmartBro Plan 999 (Canopy Smart Bro). I immediately called up the SmartBro Hotline # *888 (asterisk+888). After the standard troubleshooting procedure, the customer support on the other line reported it to the technical support and told me that within 24 hours, the technical support would call me to discuss for the schedule of the contractor (technician) that would fix the SmartBro Canopy problem.
I had not receive any call from the technical support, so I called the Smartbro hotline again (on the next day) to followup the reported case of my internet connection. After the routine standard troubleshooting and verification of the report, the customer support told me that the contractor had received already the job. She told me to wait for the supposed visit of the contractor at my home to fix the problem.
Days passed… but no contractor visited me. So, I just fixed the problem by my own. I was so lucky that I successfully fixed it.
Last Wednesday, March 18, 2009, the power supply of the canopy antenna of my Smartbro was busted. I again called up the hotline (*888) and reported the problem. I also reported that there was no contractor who fixed my SmartBro’s problem as reported last February 2009. So, after the standard troubleshooting procedure and verification, the customer support reported the problem to the technical support and told me that the technical support would call me within 24 hours.
I haven’t received any call from the technical support, so the next day (Thursday) I called the Smartbro hotline again to followup the Wednesday report and told me again that the technical support would call me within 24 hours. This time, I told her that I was tired of waiting for the call from technical support but no one called me up. So, she immediately coordinated with the technical support. After few minutes of waiting, another woman from the technical support told me that the contractor would be visiting me on Saturday, March 21, 2009, at 10AM to 12Noon.
Saturday came… I waited… But no one came. No one called me. No one sent me text messages.
So, I called the SmartBro hotline (*888) again. After the standard troubleshooting procedure, a man answered. I immediately told him that the contractor didn’t visited me to fix the reported problem. But the man told me that he couldn’t check the report and its status because their equipments were down.
My blood pressure raised but I could do nothing but to patiently talk these guys. … I shut my phone off… took medicine to control my blood pressure, closed my eyes, and helped my self to relax. I don’t want to die just because of this problem.
How my SmartBro Problem got fixed?
Update: March 23, 2009 at 5PM
The personnel of the customer and technical support of the SmartBro is just making money from our calls through the SmartBro hotline (*888) without even helping us fix our SmartBro problems. As they received calls from us, Smart will pay them for answering us.
Yesterday, (Sunday, March 22, 2009), I called the SmartBro hotline again and the customer support told me that the personnel from the technical support would visit me here on Monday (Today, March 23, 2009). However, just like what I already experienced, there was no call or text from the customer support and no one visited me here.
So, I decided to stop subscribing the Plan 999 (Smart Bro Canopy). I went to the Smart Field Office in Barangay Asuncion, Maasin City and talked to the personnel manning the office and told him my plan stop my subscription. I also told them that I was disappointed that up to that time there was no technical support visited me to fix my SmartBro connection problem.
After hearing my concern, they (headed by an Engineer) went to my apartment and fixed the problem by replacing the adopter or the power supply of the SmartBro Canopy antenna.
Finally, my SmartBro is up running again.
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Na experience ko n rin yan sa kanila eh. Lilipat na nga ako sa Globe pagkatapos ng contract ko sa kanila.
until now ay hindi pa rin pumunta ang contractor ng SmartBro para ayusin ang problema ng connection ko.
Duda ko ito ay dahil ang contractor ay nasa Bato, Leyte at ako’y nasa Maasin City which 37 kilometers ang distance. Sa tingin ata ng contractor ay lugi sya kung pupuntahan ako agad lalo pat ako lang yata ang nangangailangan ng serbisyo nila.
hi there sir, smart bro really sucks… i ilove reading your blog, i learned a lot from u… hope one day i can also earn a lot from blogging…
Godbless
hello po. thanks a lot. and yes, just continue blogging, and target popular keywords also for you to gain more traffic for your blog…. and there’s money in your blog’s traffic.
By the way, SmartBro Canopy is better here in my area in terms of wireless internet. The only problem is there technical support.
Tomorrow I will apply for the internet connection at Globelines. Their internet connection is worst but their technical support is better.
When SmartBro was first introduced in our town the reception was very on and off. Some days we were connected, some days we were not. And the technical support had not been of particular help to customers. Every time you called them up you’d be given the same routine of check up, but nothing usually was resolved. Until some perceptive persons found an effective way of getting their attention.
And it’s this. You curse them to high heavens – the more colorful the language, the more intense your anger becomes the better attention you’d get. And generally, the problems got attended to.
In our town at least they have a better track record these days. The internet connection has been good. I just can’t vouch for the customer service and technical people of SmartBro – they just might be exactly the same slackers they were before as evidenced by your experience with them.
I found a quick way of getting technical support.
this afternoon, I visited the field office near our home to request the disconnection of my SmartBro… When the Engineer learned what I have experienced, he immediately offer his service to fix the problem
I’m now using my SmartBro canopy connection when posting this comment
hay naku. ganyang ganyan din ang experience ko sa mga ISP natin. nkakabwisit. Maswerte ka pa kasi halos ilang days lang yan. sa akin 2 weeks. anyway, sana maayos na internet connection mo.
finally, naayos din yung problem. thanks for the visit
Ganyan din po na-experience ko until now. Nagsisinungaling pa ung subcontractor nila na tumawag daw sila sa amin para i-fix ung service pero wala naman kaming narereceive na call. Walang kwenta Smart-bro!!!
Pwede ba ipaputol ung service nila kung ganyan din lang ang support na gagawin nila? Sino po ba sa inyo ang nakapagpaputol ng service ng under contract pa?
Smart-bro bulok talaga!!!
Smartbro-ken!!!
habang di mo pa natapos yung contrata, siguro mas mabuti kung humanap ka muna ng paraan maayos problem mo gaya ng nangyari kanina dito…. I updated my post… nasa itaas yung story pano ko naipaayos yung prblem ng smartbro ko.
i’ve been with smart bro plan 999 for about 2 years, no support problem been encountered so far. nag-down ang antenna ko for two times but they fixed it as scheduled. no problem with connection speed so far. sana palaging ganito. hini rin sila strict sa billing. i am always delayed by 2 months, hindi lang pwede mag three months dahil i-redirect ka nila sa smart protal at wala kang ibang ma surf kundi smart pages. i will stick to smart bro as long as the service is as always as it was started.
I think, the technical support assigned in your area is not corrupt. Not just like the technical support in my area.
I also experienced the same thing. That’s why i switched to pldt dsl unlimited 999. if you need wireless connection why not you try sun wireless broadband unlimited?I have read a lot of testimonials on the net that it’s fast and reliable. I have not tried though and I’m hesitant to try because i used to be a sun cellular service subscriber and the service was really bad.
SmartBro is the wireless internet of PLDT….
I think, sun wireless broadband is good only if you’re in Metro Manila and selected cities of Rizal.
Thanks for this entry.
hay naku totoo talga smart bro talaga nakakainis ang service! ang kanilang plan 999 broadband internet parati may problem sa connection asar nagpipigil lang ako maayos ako magbayad pero ang service nila muntik ko na talga ma loose ang control ko lalo na nung minsan talgang kailangan ko ng internet tapos wala. kung pwede lang ipadisconnect to at palitan na lang ng DSL ginawa ko na!!! kundi lang ako nghihinayang sa money NAKU!!!
My Girl friend have some problem for smart bro connection please help him…
I’m now having problems with smart bro. I am having an intermittent connection for about two weeks by now. All they say is for me to monitor it for 24 hours to think that I call them everyday for the status of my problem. It’s really disappointing.
Also, Smart Bro is blocking certain Web sites. I have proof of this (the sites are accessible using another network). Unless the terms of their contract specifically state that they can do that, then they’re obviously in breach of contract.
Time for people to wise up, and demand, real ‘unlimited’ broadband or tell Smart to stop marketing their service as ‘unlimited’.
Smart’s definition of ‘unlimited’ broadband: You can only access allowed sites, and can only run allowed Internet applications.
First of all, it’s *1888 not *888.
It largely depends on the area. My speed never hits 384kbps BELOW, i’m on 600kbps average sometimes reaching over 800kbps. I’m downloading at an average 80kbps not bad for a supposedly 384kbps connection.
The only problem is that 3 days ago they started blocking w@rez sites and uploading sites such as rapidshare, uploading, megaupload, etc etc atleast here in our area. P2P clients can’t be port forwarded making it a total turn off. I’ve been using it for ’bout 4 months now. Their technical support have no clue what their job is.
Speed: 4/5
Stability: 4/5
FREEDOM: 0/10 for blocking sites we pay to surf.
Someone should teach these companies a lesson or two.
ganun din sakin PUTANG INANG SMART BRO yan!!!! every 5 mins na DDC kaya khit anong game ko ma SSTOP lng at uulitin nanaman,,,, PUTA wala naman ako magawa at ayaw parin lumipat sa globe ng may ari ng pinag ooctopus linan ko ng internet khit alam nya sa sarili nya na naainis na rin sya at wala na naging costumer sa shop nya,,,, pareho silang GAGO ng SMART TELECOMMUNICATIONS PHILIPPINES!!!!!
ganun din sakin PUTANG INANG SMART BRO yan!!!! every 5 mins na DDC kaya khit anong game ko ma SSTOP lng at uulitin nanaman,,,, PUTA wala naman ako magawa at ayaw parin lumipat sa globe ng may ari ng pinag ooctopus linan ko ng internet khit alam nya sa sarili nya na naainis na rin sya at wala na naging costumer sa shop nya,,,, pareho silang GAGO ng SMART TELECOMMUNICATIONS PHILIPPINES!!!!! SHIT
ako din tanginang smart bro yan~! ang lalakas nang loob porket wala pang DSL sa lugar namin, cguro sinasabi nang mga yan! hayaan mo yan no choice namn sila eh… satin din babagsak yan… potang-ina nila, ilang beses na ko tumatawag sa hotline nyo! tangina… simula bagyong ondoy pa… down internet ko sayang 1 month na bill pota… mamatay na kau… potang ina nyo!