PLDT Curses Customer
As a customer have you experienced being cursed by the tech support agent? I have heard many cases when the customer is the one cursing the agent due to severe disappointment on the company’s service. This case is different. The tech support agent actually cursed the customer for lodging his complaint. Wow.
I have been a PLDT DSL subscriber for more than 2 years, in fact I am posting on this blog using their service. I can tell you that I am not a fan of their technical support. Their service goes down every now and then, which is normal for any service provider. What I gripe about is how the PLDT treats its customers. I believe it is caused by a lack of quality standards in customer care, both process-wise and people-wise. Now this case of Raul Bacaldo is the ultimate. PLDT should take their tech support very seriously. In the audio player included here, you can listen to the recording (5 minutes 43 seconds long) of this explosive tech support conversation.
Summary of the conversation:
Conversation starts as normal… then… Raul, the customer, gets annoyed due to the prolonged downtime of the DSL service without any committed resolution date…
Raul : Eh… tang!n@ naman eh binabayaran namin yan…
Catherine (the PLDT call center agent) thinking that she had pressed the Mute button on her phone was clearly heard saying: Put@ng !n@ mo rin ba’t ka magmumura wala akong magagawa…
Raul: Nasaan ang supervisor mo?
Catherine who still did not realize that she pressed the wrong button and not the Mute button, denied repeatedly ever cursing. Then she explodes into some drama only Nora Aunor or Vilma Santos can ever top.
Bottomline: tech support agents represent the company to the customer — when the tech support agent curses a customer and says “F@#k You!” — it is like the company is the one cursing the customer.
Thanks to Political Pinoy for the links to the audio recording.
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October 19th, 2006 at 12:38 pm
i have a copy of that audio recording, we listened to it several time here in the office, and I must say, its the agent’s fault. Kagagahan kaya nya na di nya na pindot yung mute button nung nagmura sya.
October 19th, 2006 at 1:08 pm
STUPID CUSTOMER SERVICE!!!!
If i were the customer i would have called that hotline a lot of times!!! until i got that agent fired!!!
October 20th, 2006 at 7:21 am
hehe funny.. biglang hagulgol yung girl
October 20th, 2006 at 3:29 pm
i have listened to the conversation and it is natural that Mr. Raul reacts to the situation… basic instinct na natin yung maiinis sa mga delayed services co’z we are paying for it… the costumer services is being paid to give costumers the nices and kindest ways to promote their company… kaya nga may sweldo sila no…and it should be given tamang areglo by the company… and a memo para sa mga workers nila to be more accomodating… hindi kasama ang emotion sa trabaho.. i know, co’z i work for more bastusan costumer talk.. but still manage to composed yourself… dapat pabigyan ng more training on dealing with costumers yang mga yan….!!!!
November 14th, 2006 at 4:55 pm
i think it’s a fake. I work for a call center somewhere in the south and i think its kinda scripted. no offense to the people who’s believeng in this faux. On the otherhand The costumer is right but what will the girl do? there is a technical problem. Hard to say but the only thing we can do is to wait. Where did the copy of this conversation came from? Obviously, the company cannot disclose any info with regards to conversation. So the client recorded the conversation? Possible… but in the midst of worrying about the internet connection, can you think of recording a conversation with a CSR?
December 23rd, 2006 at 9:01 am
To be sure, always ask first the NAME of the Service Rep you’re dealing with despite giving the name upon answering. When asked, you’ll be getting the respect you want throughout the call because they’re already cautious of you knowing their name.
December 23rd, 2006 at 1:11 pm
I agree with paolo antonio’s comments!
December 25th, 2006 at 2:13 pm
Nawalan ako ng dsl for 10 days at na-charge din ako for the days na wala kaming dsl service.
Nung na-connect uli, madalas mabagal pa sya sa dial-up ang connection. Wala akong ma-download - kahit attachments ng emails ko.
Madalas din biglang no signal.
Pinapa-discontinue ko na nga ang dsl at phone line ko. Ang dami pang proof at information na hinihingi. Di ba dapat may record sila nun?
Yung 1 friend ko gusto magpakabit… Nahirapan din… Sya na nga may-ari ng phone line at naka-autodebit pa sa credit card nya. Hinihingan sya ng id at proof of capacity pa! Mga siraulo sila!!!
Ang problema, wala yatang malipatang iba. Bulok din ang Smart Bro. Sabi ng kaibigan kong taga-loob, oversubscribed daw sila at under capacity. PLDT group din kasi yun.
Am checking out nga kung ok ang globe o cable internet connection. So far, wala akong kakilala na may experience sa service nila.
Sa 1 Christmas party na pinuntahan ko kagabi, nalaman ko na di lang pala ako ang may problema sa pldtdsl connection. Maswerte pa raw ako at na-restore ang connectin ko in 10 days. Yung 1 kong kakilala, halos 1 month na wala pa.
Ang hirap pa tumawag sa 171 o 173.
Sa gabi lang nasasagot ang tawag ko. Madalas ang sabi… “Sorry sir, nag-a-update pa ang system namin. Tawag na lang kayo uli…”
Dapat siguro tawagan ang pansin ng NTC dito.
February 2nd, 2007 at 2:09 am
Paulo Antonio, people with organized minds are always prepared for situations like this.
Recording all your incoming and outgoing calls is very easy. There are recording gadgets which can be attached to your phone unit just like an answering machine or a caller ID. Or your phone may be connected to the computer, enabling you to answer calls even when your at work in your PC. In fact, I always do that. So just in case I need to recall details, I can just play them back.
So there it is, preparations that will indeed help you record conversations in the midst of worrying about interrupted internet connection.
March 1st, 2007 at 12:21 pm
Ei guys, late na cguro ako sa balitang 2 but i’d just like to comment. I work w/ tech support din kc for an american ISP so sanay ako sa mga super galit at mapanglait na customers. If there’s anybody na me kasalanan, PLDT un kc if they trained their agents well to handle customer frustration eh d sa simula palng na pacify na ung c Raul. And ung tech training na rin. Raul was basically asking for a reason why down pa rin connection nla w/c is dapat nga namang i-provide kc they pay for it. Kung nasagot cguro ni Cathy un with specifics, d na sana umabot sa murahan and dramahan. [unless talagang feel lng ni Raul mang okray]. There are things lng kc sa technology, dsl in particular, na d naayos kahit pa magbigay ng estimated time of service restoral, inevitable naman kc ung mga outages and physical repairs. Ang mga agents na nagt-take ng calls, naka-upo lng un, d cla ung mga umaayos ng mga cables so they need to be informed of what their repairmens are doing pra nabibigyan ng tamang expectations ung mga customer.
It’s also a given na pag nagmura ang customer, napapamura din ang agent. 3 yrs na ako at kahit bato na rin sa mura, my times pa rin na naapektuhan. Engot lng ung Cathy kc d nga naman naka direct sa kanya ung mura, dun palng bagsak na sa listening basics hahahahaha. Kabobohan din na d cya nag-mute w/c is, in my opinion, the #1 rule in a call center. Hehehehehe, yun lng po.Ãœ
March 5th, 2007 at 7:36 pm
awww!! that was a no-no!!!
girl naman kasi lakas na loob mag mura.. we cant blame cguro the girl kasi pressured talaga yun pero costumer is always right!!! mali yung gurl sad to say..
dapat lam nya i-handle ang ganung situation, naiwasan sana ang ganung pangyayari.
March 14th, 2007 at 11:50 pm
To:Scorpio and Paolo Antonios’ Comment
Sad to say guys, Totoo ang “PLDT Murahan” and to other critics na nagsabi na, PLDT should train their agents well, you’re right on that… Dapat ang agent, emotionally detach… Before na isalang sila sa floor, dapat alam na nila na may mga irate callers…. Sinasabi naman yan sa mga agents during the training, jsut dont know if natandaan nung agent… And sana yung mga TL nila, kung mapapansin na na ganon, they should help the agent to resolve the problem, kasi company ang maaapeltuhan.
March 30th, 2007 at 1:50 pm
I work in a call center (US and UK accounts) for three years now and customer service is always first. Im sure terminated yung agent na yan. kaya ayaw ko nag mumura kahit side comments kasi napaka unprofessional, and why would i stoop down sa mga customers na walang pinag aralan na nagmumura sa phone..Isa pang napansin ko sa tech support o customer service ng PLDT eh ang hilig nila mag HOLD! halatang pumepetiks..ang chaka
May 31st, 2007 at 7:11 am
omg! nabalitaan q na tong eksenang to kso ngaun q lng sya narinig..i worked for a call center in alabang and collections kami, kung sa bagay mas mahirap magwork sa customer service dhil dapat lahat ng info alam mo.(sa collections kasi kapag nangangarag na kami sa customer, pinapasa na namin sa cs). that girl is stupid! ndi ba sya nagtraining bago sya isalta sa floor? active listening lang ndi pa nagawa! at simpleng pagmute lng kung magmumura ka ndi pa nagawa. tsk..ako nga kapag nagmumura nko sa customer minumute q eh, natural un sa floor pero ung ndi imute (lalo na local customer service ka tsk tsk), isang malaking problema un. i wonder where that girl is now..cguro terminated nga sya sa work nya. integrity issue tlga, is non-negotiable..
June 2nd, 2007 at 9:12 pm
Both party have a problem. the customer should be more undertstanding (what if matagal talagang gawin, buti nga ginagawa eh)