Customer Service Conundrum

I got my fone this morning. I did get a Motorola E398 (check it out here: http://direct.motorola.com/ENA/Web_ProductHome.asp?country=PHL&language=ENA&productid=29552). Yaaaaaaaay! But it wasn't easy, though. I had to go through and put up with the classic ineptness of pinoy customer service.

I'm a veteran of long lines. I went to a state university where standing in line during enrollment meant starting at 8 am and maybe finishing by 3 pm. So when I went to Smart to get a new cell, I had braced myself. I went there, early last week got a number and was eventually entertained. Upfront, I old the Rep what unit I wanted. He said it was available. I then asked about my options. I asked him about the differences between my current subscription plan and the next higher one. I got the reply, "Maliban po sa free minutes, mas marami pong free units dito sa isa." I was waiting for more, but did not get anything else out of him. I did not get the upsell pitch I was expecting. So I just stuck it out with my old plan. I filled out the long forms, then I was told I would not be able to get the unit right away because the person responsible for renewals was out. I told him that was okay with me and then proceeded to ask about applying for Smart Wifi. I was told I had to go to a different line. I got another number.

Upon reaching my turn, I sat down and proceeded to ask the sales rep person about Smart Wifi. Each question was answered promptly. In fact, she answered all my questions when I still had a syllable or word left to say. She was cutting me off everytime. Out of frustration, I jsut asked for 2 forms and got out.

Fast forward to a week and half later. My cell was still nowhere in sight. I had gone back three times and each time they told me the same thing - the person in charge of renewals was out. It was either her day-off or she was out on some vacation. Each time I went, I had to get a number and wait in line. Each time, I was told one excuse or the other. I asked the guard if there was possibility of speaking with her supervisor. He casually went to the back office and returned with the manager. I explained my predicament and he told me to wait while he called the nowhere-to-be-found person in charge of renewals. I saw himmake the call, proceed to a desk and extract my application form. It was in pristine condition, owing to the fact that it was virtually left untouched since the day I left it there. Long story short, I waited while they went through the motions of processing my papers. I got my phone after an hour or so of waiting.

I ws about to leave when I recalled I had to drop off the application form for Smart Wifi. I took another number, waited another 30 minutes, submitted the form and left before I could be asked by any questions by the lady sales rep who kept cutting me off during our previous encounter.

Who's complaining? Not me. Whatever doesn't give me cramps from waiting in line will make me stronger.