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Poll: Is your telco really just a tweet away?

Abe Olandres September 9, 2011 · 1 min read

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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.

React to this article:

smartcares suncelltweets talk2globe

Abe Olandres

Editor-in-chief

Abe is the founder and Editor-in-Chief of YugaTech with over 20 years of experience in the technology industry. He is one of the pioneers of blogging in the country and considered by many as the Father of Tech Blogging in the Philippines. He is also a technology consultant, a tech columnist with several national publications, resource speaker and mentor/advisor to several start-up companies.

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70 Comments

deuts · 15 years ago

Now, for Globe, not at all!

Christian · 15 years ago

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

harv3y · 15 years ago

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.

Raymond · 15 years ago

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…

Tristan · 15 years ago

They reply back but not as fast as I expected. AND Itâ€™s a hit and miss for me.

Both Globe and Smart. :-/

stressdan · 15 years ago

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

Jen · 15 years ago

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

Mat · 15 years ago

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

Rmil Chua · 15 years ago

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.

roiji · 15 years ago

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…

Pipo · 15 years ago

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

nueljose · 15 years ago

Smart’s okay; better than making a call.

Sun is still generally slow.

wthusername · 15 years ago

What’s Twitter? /s

wthusername · 15 years ago

What’s tweeter? /s

Joelan · 15 years ago

Never really tried them on Twitter before.

Andre · 15 years ago

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

RaGe · 15 years ago

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

Welsh · 15 years ago

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

jeff · 15 years ago

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

PaulC · 15 years ago

magaling magbasa ng script :D

gerard · 15 years ago

no, they’re generally slow -> globe.

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

chinitoguy · 15 years ago

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.

jediekins · 15 years ago

@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?/:)