How SmartBro People Handled My Request

Earlier today  was at one of the Smart Wireless Centers requesting to cancel my subscription to their Smartbro Wimax internet service due to not meeting the promised speed. The connection is consistently slow that I can't play a YouTube video without multiple buffers, I don't know if it's the location of my service or it is a network issue or maybe something else.
It took me more than an hour to get my turn to talk to one of their representatives which  understand because of so many people at the center inquiring about their existing account, how to get a new service and some other stuff that has to do with Smart services including cellphone accounts. We know that Smart is one of the leading wireless phone and internet service providers in the Philippines so it is not surprising to see a lot of people making transactions with them on a daily basis.

So I was talking to them and asking how are we going to completely cancel the subscription, I was asked if the contract has expired I said "no" then I went ahead and said I would like to cancel because I was not getting what I was promised to get in terms of speed or it's too slow for what I am paying for every month. The guy (Smart Agent) told me right away that they could not cancel my service without any technical issues reported to them. Sad to say he did not bother to ask me if it has been reported or see my account history, so I told him I have been reporting the same issue since September of 2011 and in January 2012 I lost my signal for 5 days until the modem was replaced. I was contacting them for that five days of no connection and all they told me was to keep on monitoring my connection within the next 24 hours, five times for five days I was told the same instruction until I decided to go to their wireless center and they just replaced the modem, that was a fixed. After explaining he was just staring at me(maybe waiting for some things that I would like to say) then I said "what if I just want to cancel my account and not continue with it anymore?" He replied "It's ok but you have to pay first the early termination fee before we cancel your account." I just said to myself "what!? Are you kidding?" I did not feel any care(from them) for their customer who is currently not satisfied with the service they are providing, I interpret his statement as "give us our money first and then we will talk about cancelling your subscription."

I was just hoping that the Smart Communications representative was just tired on that day and just didn't feel like being a customer-service-oriented person. I hope that he does not treat every customer requesting to cancel a service the same way he did to me.

What I was looking for in that scenario was just a concern and simply ask me '"Why are you cancelling your service with us? Is there something we could do to keep you?" at least try to meet halfway with the customer and save the business. I created this post not to badmouth their service or support but to let them know their area of opportunities when it comes to providing after-sales support.

Below are the screenshots of my speedtest via speedtest.net on different times of the day. It's up to you to decide if it's reasonable to keep paying Php999/mo for the service.


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DugomPinoy | A Philippine Blog: How SmartBro People Handled My Request
How SmartBro People Handled My Request
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