They suck big time! The installation took place November 7, 2014. They told us to wait for 2 days for account activation, and we did. Today it is Nov. 12, we made numerous follow up calls to our dedicated technician and agent and to their customer service hotline and still NADA!!! They are so uncoordinated, we waited for several sets of 24-48 hours as they promised and until now we are still making stupid phone calls to know what's the status and they give us same excuses which were lame, and just plain stupid!!! I regret ever deciding to subscribe to this service. I am very furious of the hassle this is giving us and only if I could, I would dismantle their stupid satellite dish myself!
Thursday came (Nov. 13) we made phone calls to follow up the status of our application, they claimed that they attempted to call us yesterday but it was around 7 P.M. and we were sleeping by that time, we are working on a night shift so we wake up at 10 P.M. we never were able to get that phone call. I have spent the whole day with the phone by my side finally giving up at 6 P.M. because they said that their head office is only open until 6 P.M. and now they'll tell us that it was them who called. Aside from that, the number that they have used to attempt to call us for phone verification, it was a Globe number, it was not one from the list of numbers that they said to expect a phone call from when they sent us a system generated SMS that they have already received our application. The SMS was not informative at all since it didn't even say what particular time of day we should expect that phone call. There's really a lot of room for improvement on their service, all I can say is that it is not customer-friendly and that is not a way to keep loyal customers.
Even their email support (care@cignal.ph) doesn't help at all too. It will just give you an auto reply message saying to include your account number or smartcard number so that we can help you better. I have sent an email including our complete account name, address, account number, and phone number, and it keeps on replying the same thing. All is a bluff.
Friday (Nov. 14) I made an early morning phone call and was able to talk to John. I almost begged for them to please take a look at what's happening on our delayed activation. He was very helpful and it was through him that I finally found a resolution to our week-long crisis. A few minutes after heading back home we received a phone call from Cignal. It was what we have been waiting for. I understand that a company has different departments, and one department can only do so much and once that they have done their part, they don't have a hold anymore of the next process. I just hope that they will at some point be coordinated to avoid frustration from customers especially for first time customers like us. It is really quite important that they create an image which is reliable to maintain loyal customers. So far, the reception of our TV now is good, and their HD channels are excellent. Good job on that part but I hope that they also invest in improving their Customer Service team.
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