I was cleaning my inbox the other day. Something I've been putting off for awhile now but its starting to affect my mailbox so I decided to bite the bullet and just do it. I came across an email that I had sent a few years back. It was a complaint letter that I had sent to Gerry Ablaza, President and CEO of Globe Telecoms and it was a rant letter. I was very unhappy at what had been a really botched up job by their assigned account officer to us as well as Globe/Innove's Billing unit. I've copy pasted my complaint email below as well as Mr. Ablaza's reply. Now normally we would find ourselves in situations wherein we get really frustrated at a situation and we write strongly worded letters/emails to company presidents without really expecting a reply back. I recall at the time being quite surprised to actually get a reply from Mr. Ablaza. In the grand scheme of things, the matter and the misgivings of a small BPO organization might seem insignificant in the Globe universe. However the mere fact that he drafted a reply meant a great deal to me and served as an inspiration to me and remind me that a customer is a customer regardless of size and stature. And I am assuming it was him who actually replied and not an assistant though I could be being naive here. The matter was actually resolved shortly prior to me sending the email since I was left with no recourse but to enlist the help of a friend who had worked with Globe at the time and I just needed to vent out steam hence my email rant to Globe's president. The reply was the classic customer service formula (apologize for the situation, take responsibility/accountability, promise a resolution and take action...though the last two weren't really applicable in the situation) although I use the term classic loosely since a lot of companies nowadays have forgotten their customer centric roots.
(LONG EMAIL STRING WARNING, if you don't got the time, don't read the rhyme.)
-----Original Message-----
From: GT ABLAZA, Gerardo C. [mailto:gablaza@globetel.com.ph]
Sent: Tuesday, November 13, 2007 6:07 AM
To: kyle.bendijo@incoho.com
Cc: IC GENIO, Gil B.; IC ROMERO, Jesus C.; GT ALIGADA, Emmanuel A.; GT RICARTE, Walter C.
Subject: Re: my globe/innove experience
Dear Kyle,
Thank you for writing me about the problem you have had with Globe.
I have read the email string you enclosed, and I see no reason why we should not have been able to resolve this issue when you first brought it up in September 2006. There is no excuse for the process breakdown, much less for our poor account management responsiveness.
Please accept my apologies. We will examine this case closely and learn from it, so that we can prevent it from happening again to any of our customers.
I hope we will have the opportunity to regain your trust.
Sincerely,
Gerry
----------------
Sent from my BlackBerry Wireless Handheld
----- Original Message -----
From: Kyle Bendijo <kyle.bendijo@incoho.com>
To: GT ABLAZA, Gerardo C.
Sent: Tue Nov 13 04:05:45 2007
Subject: my globe/innove experience
Hello Mr. Ablaza,
I am very sure you are an extremely busy executive, so if you have time perhaps you can scan thru this email. To some degree it is a feedback of sorts on one of your business units. I hope you take this as feedback from a SME which is reflective of how big Globe has gotten and in my experience, a bit unresponsive. Let me narrate to you my year long game of tag story. I am the head of operations for a small BPO and we’re making use of Globe’s internet service. Three or four years back, our contract for our internet connection was up and our account officer at the time was pushing us to renew our 1mbps connection and even included some free World Pass accounts to encourage us to renew right away. However, given our bandwidth requirements, we decided not to renew the 1 mbps connection but rather avail of a 2 mbps connection with another account officer. After a few months, I was surprised to receive several statement of accounts from Globe/Innove. I found out later that these were for the World Pass accounts and I further learned that the balances were positive and that the service was free for the first year. I was surprised because I never received the user ID/passwords or activation notices for these accounts so I requested our account officer, Angelo Beltran to cancel and close these accounts. I still continued to receive statements so I informed Robie Reyes of my situation and Mr. Reyes responded prompty and instructed Angelo Beltran to cancel the said accounts. After the series of emails, I continued to receive the statements which is annoying to say the least. Again I made a follow up to Angelo Beltran. In fact, I made several follow up emails all of which remain unresponded to. I was now becoming concerned because the statements now had balances. I followed up again last October since I continued to receive statements a year after I’ve explained the situation to Angelo Beltran et al and requested to have the accounts closed. I almost felt sorry because of the postage cost this must have been costing Globe not to mention the waste in paper. However, on October 22, I received a mild shock since Globe had now endorsed the accounts to the law firm, Lauron and Partners and has now sent me demand letters. Ironically, I am familiar with this law firm since I dealt with them when I was still working for Citibank, they have this habit of sending really intimidating fax messages and would loop the message such that the message is sent several times over. I’ve had to put out a few fires because of this practice. It was at this point that I felt compelled to pick up the phone and demand closure on the matter from Angelo who claimed not to have received any of my emails because he was “filtering his inbox” was his exact term. Somehow , I did not feel reassured of Angelo’s promise. He had told my operations manager before when I asked him to follow up about the matter and he was told that we should just ignore the statements. Fearing that this might end up just like my original request more than a year earlier, I seeked help from a friend who is with your wireless segment to assist me in resolving the matter and he was kind enough to coordinate with billing. My friend kept me updated and in a matter of a couple of days informed me that the issue has been resolved. He told me to expect the formal notice to come from Angelo since he is the account officer.
What I find disappointing to say the least is the lack of responsiveness from a dedicated account officer. This matter was pending for over a year. Perhaps you can remind your corporate account officers to be a tad bit more responsive specially on accounts directly under their charge. I’ve a feeling I was only able to get results when I sought the help of a friend. Below is the email thread.
Sincerely,
Kyle
-------------------------------------------------------------------------------------------------------------
On Oct 31, 2007 6:25 PM, IC BELTRAN, Angelo D. <angelo.beltran@innove.com.ph> wrote:
>
>
>
>
> Hello Kyle,
>
>
>
> This is to inform that we already obtained approval to cancel charges
> accumulated by your world pass accounts:
>
>
>
> 105460310 - 1,650.35
>
> 105460094 - 1,650.35
>
> 105459901 - 1,650.35
>
> 105459913 - 1,650.35
>
> 105460113 - 1,692.01
>
> 105461515 - 1,690.94
>
> 105460125 - 1,650.35
>
> 105460082 - 1,650.35
>
> 105460358 - 1,650.35
>
> 105460346 - 1,650.35
>
> 105460402 - 1,525.35
>
> 105460309 - 1,650.35
>
> 105460371 - 1,650.35
>
> 105460334 - 1,692.01
>
> 105460070 - 1,650.35
>
> 105460414 - 1,525.35
>
>
>
> Please disregard any collection notices you may receive from this time
> forward. This Email will serve as our formal response to your request.
> Again, we apologize for this inconvenience. Thank you and God bless!
>
>
>
>
>
> Cheers!
>
>
>
> Angelo D. Beltran
>
> Senior Account Manager
>
> Segment-I / Business Unit-I
>
> M:+(63)2 0917-7975515
>
> T:+(63)2 7975515
>
> F:+(63)2 7978970
-----Original Message-----
From: Kyle Bendijo [mailto:kyle.bendijo@incoho.com]
Sent: Monday, October 22, 2007 9:47 PM
To: 'kyle.bendijo@incoho.com'; 'IC BELTRAN, Angelo D.'; 'IC GUDA, Jesus Dennis M.'; 'robie.reyes@innove.com.ph'; 'ecabayon@globetel.com.ph'; 'jeromebh@globetel.com.ph'
Cc: 'Dino Lacambra'; 'alainarielbendijo@gmail.com'; 'Sheryll Cruz'
Subject: RE: Cancellation by Incoho
Importance: High
Angelo,
This is the email I sent last October 5 following up on the matter concerning my request to have several World Pass accounts canceled. Earlier today I received demand letters from Lauron Delos Reyes And Partners demanding for payments for these accounts in 10 days. Let me reiterate again the facts.
* these accounts were offered by Maricel Balita to encourage Incoho to renew our internet connection. Being the signatory for the company, these accounts were placed under my name.
* we did not renew said connection with Maricel Balita but rather upgraded the connection with another account officer, Darlene Bismonte.
* we never activated these accounts nor did we make use of these accounts. In fact, the activation information was never received. Further, if you check your records you will note that these were never used.
* I sent an email to you, Dennis Guda and Robie Reyes in September 2006 asking to have these accounts closed. At the time that I requested to have these closed, the accounts had credits to their balances.
* I have sent copies of the billing statements to you in response to your January 19, 2007 email so that you can reconcile on your end.
My assistant Sheryl has been in touch with Eloisa Abayon who I shall be copying on this email as well so you can better coordinate on resolving this matter. Per our conversation earlier, you assured me that you have already taken cared of this matter on your end. I would appreciate something more tangible on your part to assure me that this matter will be cleared up. I would appreciate prompt feedback.
Kyle
-----Original Message-----
From: Kyle Bendijo [mailto:kyle.bendijo@incoho.com]
Sent: Friday, October 05, 2007 10:02 PM
To: 'IC BELTRAN, Angelo D.'; 'IC GUDA, Jesus Dennis M.'
Cc: 'Dino Lacambra'; 'alainarielbendijo@gmail.com'
Subject: RE: Cancellation by Incoho
Angelo,
Just to make a follow up on the matter. I am still receiving statements for the accounts stated below and even received a call from your collections unit, a certain Let Let, I forgot her last name, was calling to collect on the “past due” accounts.
Can I have something more definite from Globe on this matter. I think 12 months is more than sufficient time for Globe to clear this up.
Kyle Bendijo
INCOHO Inc., Philippines
Toll Free 1 800 3207644
Voice:(632) 7505127
Fax: (632) 7505129
Mobile: 09189393001
e-mail: kyle.bendijo@incoho.com
website: www.incoho.com
This email is confidential and may also be privileged. Any review, dissemination or use of this e-mail or its contents by persons other than the addressee is strictly prohibited. If you are not the intended recipient, please notify us immediately, you should not copy or use it for any purpose, nor disclose its contents to any other person.
-----Original Message-----
From: IC BELTRAN, Angelo D. [mailto:angelo.beltran@innove.com.ph]
Sent: Friday, January 19, 2007 12:45 PM
To: kyle.bendijo@incoho.com; IC GUDA, Jesus Dennis M.
Cc: Dino Lacambra; alainarielbendijo@gmail.com; IC REYES, Robie D.
Subject: RE: Cancellation by Incoho
Hi Kyle,
So sorry for the delays. Would it be possible for you to provide us with a copy of the billing statement so we can forward and reconcile with our billing department?
Cheers!
Angelo D. Beltran
Senior Account Manager
INNOVE COMMUNICATIONS
Corporate Sales - Enterprise I
Mobile: 0917 7975515
Direct: 7975515
Fax: 7978970
-----Original Message-----
From: Kyle Bendijo [mailto:kyle.bendijo@incoho.com]
Sent: Monday, January 08, 2007 10:13 PM
To: IC BELTRAN, Angelo D.; IC GUDA, Jesus Dennis M.
Cc: 'Dino Lacambra'; alainarielbendijo@gmail.com; IC REYES, Robie D.
Subject: RE: Cancellation by Incoho
Angelo, Dennis,
I would just like to follow up on this matter. I can’t seem to get Globe to stop billing me for the world pass accounts since our last correspondence. And just the other day, I received a new set of billing statements now asking me to pay for P247 or so for the 17 accounts.
Let me reiterate that the said world pass accounts have never and will never be used. They were supposed to be serve as incentive for Incoho to renew our contract for DSL services for 2006 offered by the previous account officer Maricel Balita. We never pushed thru with the renewal instead we upgraded the contract to 2mbps with Darlene Bismonte who took over the accounts.
I hope I can get results on the matter. For your reference, the account numbers are as follows:
105460310
105460094
105459901
105459913
105460113
105461515
105460125
105460082
105460358
105460346
105460402
105460309
105460371
105460334
105460070
105460414
They are all under my name, Alain Ariel Bendijo.
I look forward to your attention on the matter.
Regards,
Kyle
-----Original Message-----
From: IC REYES, Robie D. [mailto:robie.reyes@innove.com.ph]
Sent: Friday, September 08, 2006 10:37 PM
To: kyle.bendijo@incoho.com; IC BELTRAN, Angelo D.; IC GUDA, Jesus Dennis M.
Cc: Dino Lacambra; alainarielbendijo@gmail.com
Subject: RE: Cancellation by Incoho
Importance: High
Hi Kyle,
Glad to be of assistance. Let me know should you require help from me in the future but I am sure that Angelo and Dennis will handle your requirements promptly as well.
Best regards.
Robie
-----Original Message-----
From: Kyle Bendijo [mailto:kyle.bendijo@incoho.com]
Sent: Friday, September 08, 2006 10:33 PM
To: IC REYES, Robie D.; IC BELTRAN, Angelo D.; IC GUDA, Jesus Dennis M.
Cc: 'Dino Lacambra'; alainarielbendijo@gmail.com
Subject: RE: Cancellation by Incoho
Robie,
Thanks for the quick response and congratulations on your new role
On the balances, the statements for each account would indicate a balance of P3.41 CR. I can have them faxed or sent over by messenger if you need the hardcopy of the statements.
Thanks again and I apologize for bothering you with this matter. I shall address future concerns to Angelo Beltran.
Kyle
-----Original Message-----
From: IC REYES, Robie D. [mailto:robie.reyes@innove.com.ph]
Sent: Friday, September 08, 2006 9:25 PM
To: kyle.bendijo@incoho.com; IC BELTRAN, Angelo D.; IC GUDA, Jesus Dennis M.
Cc: Dino Lacambra; alainarielbendijo@gmail.com
Subject: RE: Cancellation by Incoho
Importance: High
Hi Kyle,
Okay we will process your request asap. Are there outstanding balances to each of the account numbers you listed below?
Btw, I am copying Mr. Angelo Beltran, the AM who will now be handling Incoho. As you know, Darlene already resigned from Innove and is now working in Malaysia. Also copied to this e-mail is Mr. Dennis Guda, the IS of Angelo. I assumed a new role last April 1, 2006 in our Sales Organization and ceased handling the Call Center industry.
Best regards.
Hi Angelo,
Please ask our Customer Service to deactivate the accounts listed below.
Thank you.
Hi Dennis,
FYI and regards.
Robie
-----Original Message-----
From: Kyle Bendijo [mailto:kyle.bendijo@incoho.com]
Sent: Friday, September 08, 2006 12:21 AM
To: IC REYES, Robie D.
Cc: 'Dino Lacambra'; alainarielbendijo@gmail.com
Subject: Cancellation
Importance: High
Robie,
Perhaps you can help me with this matter. For the past couple of months, I have been receiving billing statements with the following account numbers.
105460310
105460094
105459901
105459913
105460113
105461515
105460125
105460082
105460358
105460346
105460402
105460309
105460371
105460334
105460070
105460414
I was informed by your customer service that these are World Pass Accounts. I’m not really sure what they are or why I am being sent billing statements for them. I do recall being offered internet accounts by Maricel Balita as a come on when we were about to renew our 1 mbps internet connection for the office. I am assuming that this is what Maricel was offerring us although details on how these were to be availed of were never received. However, we did not push thru with what Maricel was offerring but rather upgraded our connection to 2 mbps with Darlene Besmonte . I would therefore request to have these accounts cancelled and to cease sending me any billing statements for them. If you will check your records, there has not been a single usage for these accounts.
Regards,
Kyle
Kyle Bendijo
Vice President, Philippine Operations
INCOHO Inc., Philippines
Toll Free 1 800 3207644
Voice:(632) 7505127
Fax: (632) 7505129
Mobile: 09189393001
e-mail: kyle.bendijo@incoho.com
website: www.incoho.com
This email is confidential and may also be privileged. Any review, dissemination or use of this e-mail or its contents by persons other than the addressee is strictly prohibited. If you are not the intended recipient, please notify us immediately, you should not copy or use it for any purpose, nor disclose its contents to any other person.
1 comment:
Smart and PLDT are just as incompetent with their own accounts departments and threatening demand letters for even tiny amounts for services NOT rendered. It must cost them inordinate amounts of hidden costs chasing up these unwarranted demands, how much simpler and cost effective to structure their payments systems to allow for these failures, which are very frequently because of their own failings. The negative publicity they receive from this bad behavior costs them even more.
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