For the past 5 days I am fuming mad because of the issue of customer service. I don't know if it's just me.. or the service is really that bad.. or simply because I just expect alot since I worked in a customer-oriented environment before.
Last night, we went to KFC to take out some items for dinner. Besides we realized it's more fun to eat food at home compared to the messy dining area of the store. So as usual, my mom presented her Senior Citizen ID to avail of the discount. The cashier asked the manager for the password, but came back and said the discount can't be granted. I asked why, and the manager, (who I think is on her day off and just went to the store to do the reports because she's not wearing the usual KFC uniform) rushed to the cashier's rescue and said that discounts are not given for take out transactions. I asked when was this implemented? She said just this year. Are you kidding me? We usually order from KFC, dine in or take out's we get discounts (only deliveries are not allowed) all through out this year. I never insisted nor complained just for the consideration of the people behind us on line. Besides, I guess there's no point on arguing with the manager. She obviously is misinformed and incompetent as she can't answer simply queries about their services.
When I get home I texted my concerns with the customer care number I got from the receipt. But texting the number got me confused just the same! The response was that the implementation of granting Senior Citizen discounts for dine in's only took effect first quarter of this year. This is to ensure that it is SC who will consume the discounted meal. Okay, we understand. I don't have issues on that now. But all throught out the year we get discounts for both dine in and take out transactions.. Does it mean there's an inconsistency in implementing new policies for stores? Besides, in that particular store we get discounts, and only this time it was denied. I just asked for the Operations Manager instead, because obviously the responses are pissing me big time; and it's costing me one peso each message and I'm not getting satisfied with the replies. However instead of giving me the number, Customer Care asked for the names and branches of other KFC stores which are giving discounts for take out transactions so they could verify and investigate. Geez, I replied saying I don't have any issues with other stores. Besides I guess that's their job to find out if all their stores comply with new policies. What's so funny is I never received a reply after that.
So much for Customer Care..
And now, it's the fifth day that our DSL is down. I soo hate PLDT service! Each time I followed up, their agents just get the info for verification and just repeat the info they get from their database.. "So ma'am, based on our records, nagreport nga po kayo na wala pong ilaw yung DSL modem, gagawan ko na lang po ng report para maforward sa technical.." And I was like, that was the same line the agent I talked to yesterday said to me.. I am following up the status.. What about the line connection? Is the problem because of PLDT server? Is it because of my line? Is it because of my modem? When can I expect someone to come over and check the lines? Those are the questions I need answers to. Im sorry for those people who are working for PLDT, and for those who know someone who work for this company. But PLDT's agents are so incompetent and unprofessional. I encountered one who even muted his speaker and I know for a fact that he's cursing me. I hope he realizes that the reason why he's in the company now, and that he's being paid is because of me, and because of the many customers of this company.
For the whole month of November and December the PLDT DSL service is like a roller coaster, sometimes it's up, but most of the time, down! So every time I reported to 171, and just get pissed off with the agents. I was informed that I can ask for a rebate, just call the Billing Department. However just when I talked to someone from Billing Department, I was informed that I need to call every time the DSL service is repaired so the rebate would take effect. Now, I was misinformed. I even thought of cancelling the DSL subscription, but I need to pay for thrice the amount of my monthly fee for the termination fee because there's a lock in period of one year. How ridiculous! The contract doesnt include about DSL down service for a couple of days!
I hate to think that PLDT cut the DSL service especially this holiday season so people would opt to use PLDT overseas services (which costs higher) when connecting to their relatives abroad.
I hope they would improve their service soon, and train their agents and instill passion in customer service. Don't just train them by saying sorry because their insincerity doesnt appease me at all.