My friend, kumare and office mate Chu related on this blog her experience with Sun Cellular Customer Care, which we have updated as the days went by to keep tabs on the incident.
In this post I give way to Chu herself.
At around 4:30pm today, a certain Mayette Paguia from the Sun Cellular Call Center called me confirming that my payment last Dec 19, 2006 amounting to Php 1,600.92 has been posted already. (Finally!)
I asked her what had happened, and although she could not say in detail she nevertheless mentioned an internal system failure between the bank and Sun Cellular. She apologized in behalf of Sun Cellular for what happened.
I mentioned to her that I am requesting for an updated billing statement—whether in another billing statement or even a letter stating the bill I have to settle as I will be terminating my line effective February 1, 2007.
She asked me if it is final that I will have my line cut and I said “Yes”. I lost my trust and confidence to their company. Damage has been done. I have had enough of this.
And since I need to settle the entire amount prior to the termination, I told her that the ball is in their hand. If there will be more delays, definitely my line will still be active. Of course, I refuse to pay for the days that my line had been inactive due to their negligence.
I reiterated the following dates:
Dec 14, 2006 – my line was cut
Dec 19, 2006 – I made full payment
Jan 20, 2006 – my line was reconnected
I want them to give me a rebate for the the period of Dec 20, 2006 to Jan. 20, 2007.
Ms. Paguia said that she will be coordinating to the higher management regarding my concern.
Although she cannot directly answer my question “To whom or to what department are you going to coordinate about this?” she said she will try to call me on my mobile within the day to give me some feedback.
The night is young, it is only a little past 7pm as of this post. Expect more updates by tomorrow.
Update: Go to www.google.com. Type Sun Cellular Customer Care in the search box.
Go to Yahoo.com. Type Sun Cellular Customer Care in the search box.
Sun Cellular Customer Care marketing department need only to wait a few weeks or months for the search engine effect to die down. They can counter it with marketing ploys online with a highly SEO’d site.
Or they can officially apologize to my friend in writing and sort things out from their end, even if this is indeed, an isolated case. If Sun Cellular Customer Care cannot handle ONE isolated case, what if more of the same happens?
Incidents like this happen. With other cellular networks. With other service providers.
It is in the handling of such incidents that service providers should take the opportunity to prove themselves worthy of praise and patronage.