Poll: Is your telco really just a tweet away?

Poll: Is your telco really just a tweet away?




Having been a long-time subscriber on Globe and Smart for years, I was glad when they expanded their customer service to Facebook and Twitter. No more long waits and busy lines with phone calls and un-answered emails.

Or so I thought. For the past several months, the Twitter channel has been the most valuable channel for me to reach out for support or just ask questions.


 

So we now have @talk2globe, @smartcares and @suncelltweets operating almost 24/7 answering questions on Twitter. The channel gives us the feeling that they’re now more reachable and we get the badly needed help in the most appropriate and timely manner.

So here’s my poll question for the week — Is your telco really just a tweet away?

  • Absolutely, yes!
  • They reply back but not as fast as I expected.
  • They’re okay; better than making a call.
  • It’s a hit and miss for me.
  • No, they’re still generally slow.
  • Non-existent or they just completely ignore me.
  • Never really tried them on Twitter before.

I’m sure our experiences will be different. My answer would be between #1 and #2. Do hit the comments for your answer.



Abe is the founder and Editor-in-Chief of YugaTech. You Can follow him on Twitter @abeolandres.

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35 Responses

  1. Nalah says:

    Non-existent or they just completely ignore me.

  2. JM says:

    Never really tried them on Twitter before.

  3. rabby says:

    pag negative they reply via DM pag positive i-reretweet pa hehe…

  4. yukice says:

    Non-existent or they just completely ignore me.

  5. gelogs says:

    @suncelltweets replies in real time. :)

  6. They reply back but not as fast as I expected.

    Lost internet connection for 24 days after typhoon Juaning.

  7. gelogs says:

    Forgot to say, “Absolutely, yes!” for @suncelltweets

  8. Jared says:

    Yes, but the response time is light years away.

  9. jediekins says:

    @talk2Globe @enjoyGlobe oh cmon! di namamansin! ayos ayos ng tanong ko eh. yung mga puri lang sa globe ang nirereplyan nila. ni reretweet pa.:)) pero pag problema sa globe di papansinin.

    pano ko ttalk to globe at ma eenjoy ang globe?/:)

    • Jason says:

      Tatlong beses na akong nagtweet sa Globe pero wala talaga. Walang silbi yung Social Media Specialist nila.

  10. chinitoguy says:

    My answer: Absolutely, yes!and
    They reply back but not as fast as I expected.

    They respond well whenever I tweet my concern or complains. Im a subscriber of Smart, Sun and Globe. Its not how fast they respond on Twitter but how they TAKE ACTION on our complains.

    Smart responds quickly and takes action quickly.

    Globe slowly reponds but takes action quickly

    Sun slowly responds but takes action quickly but slower than Globe.

  11. gerard says:

    no, they’re generally slow -> globe.

    slow response, even slower action.
    over 1 month intermittent internet connection, and counting…

  12. PaulC says:

    magaling magbasa ng script :D

  13. jeff says:

    Non-existent or they just completely ignore me. — Globe

  14. Welsh says:

    Question:

    Does Globe really need more ways to communicate to their customers /OR maybe the simplest solutions to their problem is TO ADD MMMOOORRRREEE EXPERIENCED AND TALENTED CUSTOMER SERVICE AGENTS to support their clients?

    What are your thoughts guys?

    Thanks

  15. RaGe says:

    Sun Cellular replies in real-time via Facebook Discussions on their fan page.

  16. Andre says:

    Globe replies but the fact that you have to go through their Twitter since their hotline is so incompetent and broken is a failure.

  17. Joelan says:

    Never really tried them on Twitter before.

  18. wthusername says:

    What’s tweeter? /s

  19. wthusername says:

    What’s Twitter? /s

  20. nueljose says:

    Smart’s okay; better than making a call.

    Sun is still generally slow.

  21. Pipo says:

    Globe used to respond quickly in Twitter. pero ngayon it takes hours sometimes days.

  22. roiji says:

    Globe:
    They reply back but not as fast as I expected.

    Smart:
    Non-existent or they just completely ignore me.

    When Globe’s twitter service first launched they generally replied to everybody, and chatted a bit.
    After 1 or 2 months I never got the attention I used to get from them like before.
    Smart never replied to any one of my tweets…

  23. Rmil Chua says:

    I’m a smart subscriber and when you tweet them, sometimes they will answer you back as soon as you tweeted but sometimes it takes 24 hours before they respond.

  24. Mat says:

    Non-existent or they just completely ignore me. – Globe

  25. Jen says:

    Non-existent or they just completely ignore me. (GLOBE)

  26. stressdan says:

    Non-existent or they just completely ignore me. -Globe

  27. Tristan says:

    They reply back but not as fast as I expected. AND It’s a hit and miss for me.

    Both Globe and Smart. :-/

  28. Raymond says:

    thanks for the info. i will but am happy with the 211 Customer Service of Globe and they answer quick. Let’s see what the tweets can do…

  29. harv3y says:

    Globe responded to inquiries on twitter & FB.

    It makes life easier than having to fall in line at their mall stores.

    Smarts also responded when I won in a contest before.

    While I haven’t use Sun tweets.

  30. Christian says:

    GLOBE: Non-existent or they just completely ignore me.
    SMART: They reply back but not as fast as I expected.

  31. deuts says:

    Now, for Globe, not at all!

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