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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