Valuable tips and advice to foreigners in dealing with the transition to Philippine culture and society.
Saturday, February 9, 2013
Sky Cable and Customer Service—Still Unclear on the Concept?
I recently came across an interesting article in the "Philippine Daily
Inquirer: "At Dell, key exec pulls off harmony in diversity." What particularly caught my attention was a statement by the
executive under discussion, Richard Teo. who is President of Dell
International Services Philippines,that "Filipinos are always eager to please their customers".
I documented in a previous post "Indifferent Strokes from Business Folks" why this contention is a stretch. I can't speak for or about Dell, as I don't own any of their products, but in the Philippines, it's a cultural norm for merchants in general and especially customer service reps to tell you
what you want to hear. Yet too often they don't deliver. Case in point is once again Sky Destiny Cable,
my cable TV and Internet provider This time the problem is frequent
Internet service outages, the latest of which was on Feb.5 and one of
several hours duration.
There were also several such instances in
January, so I first called Sky on Jan. 22 and asked for a prorated
adjustment on my monthly statement for the days in that billing cycle in which there was lengthy downtime. The CS representative with whom I
spoke agreed to issue a credit immediately, but when I subsequently
received my statement dated Jan. 26, there was no such adjustment
posted. This is what I mean about by businesses telling customers what
they want to hear.
So I called Sky again on Feb. 5 and happened to reach the same agent
with whom I originally spoke on Jan 22. She claimed that the adjustment
was indeed approved and issued on that date but was at a loss to explain
why it didn't show on my bill, but assured me that it would appear on
my February statement. (I will be very surprised if that happens). Also
on Feb 5, there was another protracted Internet service interruption,
and I asked her for a credit for that outage as well. she said to call
Sky back on Feb. 6 to get that adjustment. I did so and reached a different
customer service representative who agreed to issue a deduction for
this most recent outage. I happened to mention my experience about the
problem with the missing January 22 credit to my bill. He confirmed
that it had been approved, but on Feb. 3, not Jan. 22 after all(!)
Finally,as another example of Sky's misinformation campaign, in January,
the company issued a notice of expanded payment options for Destiny
Cable effective February, including online remittance availability
through BDO, where I bank. This was welcome news as heretofore my only
means of remittance to Destiny was over the counter at various
facilities, which I consider to be an archaic nuisance and a waste of
time inasmuch as I'm able to pay my other bills via the click of a
mouse. But on Feb. 6 when I reviewed the BDO list of companies payable
online Sky Destiny was
still not included When I relayed this issue to the agent with whom I spoke that
day, he said that online payment service for Destiny is accessible via BDO,
notwithstanding my efforts to explain that unless a company is actually
listed in the bank's website for this service, remittances can't be made
that way. His insistence to the contrary reminded me of a line attributed to Groucho
Marx,"Who are you going to believe, me or your own eyes?" Obviously,
this company doesn't have its act together. With such disorganization,
how do they stay in business?
Oh, and back to Dell. Mr Teo, I live across the street from the Dell Service Center in Eastwood City. As I mentioned above, I'm not familiar with Dell customer service quality and whether or not your call center staff give the customers what they want, but I hope that their performance on the job is better than their behavior on their their breaks outside the 1800 Building where they engage in boisterousness and littering into early morning hours. As a courtesy to your residential neighbors, we would appreciate your training your night shift
people into giving Dell's residential neighbors what we want: respect for others so that we can have late night peace and quiet along with cleaner surroundings. A little consideration goes a long way.
I'm an American Expatriate born in Chicago in 1945. I was raised in Indianapolis and moved to California in 1964 where I spent my career in retail credit. My wife Lydia (to whom I've been married since 1970) and I retired to the Philippines, her home country, where we have resided since 2005.
Besides the blogsites listed below, my other works include the websites "The Ultimate Home Worker's Directory" (http://www.createmoney123. com), and "Green Monday" (http://wwww.greenmonday4you. com.)