SmartBroke

Kakalipat ko lang sa isang mas malaki pero mas murang bahay. Isang linggo bago ako lumipat, pumunta kami sa Smart Wireless Center para mag-request ng relocation ng SmartBro ko at nagbayad na rin ng fees. P1450 ang kailangang bayaran kung sila mismo ang mag-uninstall and mag-reinstall ng line. P1000 lang kung kami na ang magtatanggal at sila na lang ang magkakabit. Marami akong mga makakatulong sa paglipat so P1000 na lang ang binayaran ko.

Pagkalipas ng dalawang araw, Tuesday, tumawag sa akin ang isang taga SmartBro sa cellphone at tinatanong kung anong araw ko gusto ipakabit ang linya. Napagkasunduan namin na Sunday ito ikabit ng umaga habang wala pa akong pasok. So may nalalabi pang limang araw. Pumayag sila at ni-confirm na siguradong sa araw na iyon ay dadating sila sa lilipatan kong bahay.

Pagdating ng Sunday ng tanghali, may tumawag ulit sa akin sa phone, gamit ang ibang number at nagpakilala na sila ay taga-SmartBro.

SmartBro: “Hello Ma’am. Si Rep1 po ito from SmartBro. Kayo po ba si Customer1?”

Ako: “Opo.”

SmartBro: “Ma’am hindi po kami makakarating ngayon dahil wala pa po kaming supply ng antenna. So baka po i-reschedule natin ito for tomorrow morning.”

Ako: “Bakit kailangan natin ng supply ng antenna samantalang may antenna naman ako?”

SmartBro: “Ah so my antenna na po kayo? Baka sakali po kasing sira na yang antenna nyo at wala po kaming pang-palit.”

Ako: “So hindi nyo man lang alam na for relocation lang itong line ko? At pano nyo naman kagad masasabing sira kung di nyo pa na-check? Iningatan natin mabuti yung antenna tapos mag-assume na kayo kagad na sira? Kailangan ko talaga ito ngayong araw ding ito. Hindi pwedeng bukas.”

SmartBro: “Baka sakali lang naman po Ma’am. Pero sige po. Try naming pumunta today. Tawagan ko na lang po kayo Ma’am kung parating na kami pero hindi po talaga sure ngayon.”

Ako: “Bakit parang tinatamad yata kayo? Dahil ba laban ni Manny Pacquiao ngayon? Kung kailangan nyo lang manood may TV na naman ako at napa-transfer ko na rin cable ko at mas mabilis pa silang mag-install kesa sa inyo.” Joke lang. Yan sana ang gusto kong sabihin eh. Pero eto talaga sinabi ko, “Sige po kuya. Parang awa nyo naman po. Kailangan ko talaga ito ngayon. Hihintayin ko po ang tawag nyo.”

Mabait pa rin talaga ako sa phone kasi naiintindihan ko ang trabaho nila. Kaso mula ng araw na iyon ay araw-araw na akong tumawag. Ito ang kabuuan:

Monday ng hapon ay hindi pa rin sila dumating. Tumawag ako sa kanilang hotline ng paulit-ulit at pagkatapos i-hold ng literal na 40 minutes (imagine hold yun ha? wala kang kausap sa line at dahil wala akong speaker phone, hawak ko talaga ang receiver the whole time) sinabi sa akin na i-reschedule na lang daw ng Tuesday 2PM.

Tuesday 2PM hindi na naman sila dumating. Tawag ulit ako, naka-schedule daw ako for Friday ng umaga. Syempre mejo nagwawala na ako dahil hindi ko matatanggap na maghihintay pa ako ng tatlong araw pa. Tawag ulit ako at bigla naman akong binola na Wednesday daw ng umaga ito.

Wednesday ng hapon wala pa rin sila. Sa pagkakataong ito hindi lang hotline tinawagan ko. Tinawagan ko mismo yung cellphone ng contractor na nag-text sa akin noong Sunday. Nakakaawa ng kaunti ang boses nya dahil sa galit ko pero naintindihan ko ng kaunti na naghihintay lang daw sila ng supply ng antenna from Smart. Sila pala ay mga outsourced na contractor na binabayaran lang ng smart at hindi makagalaw din kapag walang supply na nakakarating sa kanila. May natambak na nga rin daw na installation na naka-pending na higit pa sa dalawang linggo. Galit na galit ako pero wala pa rin akong magawa kaya tinanggap ko na lang. Tumawag ulit ako at na-confirm na sa Friday morning daw ang final schedule.

So kinailangan kong maghanap ng magandang gagawin sa Thursday ng hapon. Dumalaw sa bahay si A, at nakipag-date naman ako kay B. Hahaha.. Kinabukasan paguwi ko galing trabaho ay dumating na ang taga SmartBro at inumpisahan ang pagkabit. Mabait naman ang landlady namin at pumayag na magkabit ng pole sa bubong. Nalaman ko na ibang grupo sila sa nag-text sa akin noong Sunday at pinatunayan nila na ang aking antenna ay gumagana. Magiging normal nga lang daw sa akin kung mawawalan ako ng signal paminsan-minsan dahil may isang napakalaking puno ng mangga na nakaharang mula sa cell site pero gumagana naman at kung gusto ko raw maiwasan ito, kailangan ko magbayad ng P680 para sa karagdagang 10-feet pole na ikakabit para mas malakas ang signal.

Bago ako lumipat ay talagang bilib na ako sa SmartBro. Kahit gaano pa karaming reklamo ang naririnig ko sa aking mga kaibigan sa serbisyo nila ay wala akong pakialam dahil noong masubukan kong gamitin ito noon ay hindi ako na-disappoint kahit isang beses. Hanggang ngayon, kahit 10-feet lang ang pole ko ay maganda ang aking connection. Masasabi kong practical ang kanilang paraan ng pag-distribute ng internet connection at maiintindihan mo kung paano at kung anu-ano ang mga dahilan ng kanilang problema.

Ngunit ang bagay lang siguro na magpapatawag sa kanilang SmartBroke ay ang kanilang customer service. May mga bagay siguro silang kayang sagutin ng mabilisan sa telepono subalit kung mag-follow up ka ng installation ay katakot-takot na hold time ang kailangan mong pag-tiisan. Ang well established companies ay dapat nagbibigay ng lead time or turn around time sa bawat proseso. Ngunit ang pag-schedule ng installation ay dapat tapat at hindi ipagsisinungaling kung hindi talaga posible dahil naaaksaya ang oras ng bawat isa.

Sa ngayon ay kuntento na ako sa aking connection at baka hindi na mag-request ng extension. Ang sisiguraduhin ko lang ay hinding hindi na ako tatawag pang muli o gagawa ng kahit ano pang transaksyon sa kanila maliban lang sa pagbabayad ng aking bills.

BPI Express Deposit Monster ATMs

I’m starting to think that pay days really aren’t my lucky days.

Bago ako mag-withdraw ng pay ko ay ni-plano kong mabuti ang scheme ko para may matitira pang pera kung sakaling ma-hold up ako habang naglalakad from Union Bank ATM Ayala Ave, kung saan ako magwi-withdraw, papuntang BPI Express Deposit ATM (100 meters away), ay matitira pa ako kahit papaano.

Nang mapansin ko na maliwanag pa pala sa kalsada at marami-rami pang tao sa Ayala, napag-isipan ko na mejo lakihan na ang ide-deposit. Eto na ang mga susunod na pangyayari:

to     expressonline@bpi.com.ph
date  Nov 28, 2008 1:46 PM
subject  Hardware Malfunction on Express Deposit
mailed-by  gmail.com
I have tried to deposit 40 pieces of P500 bills (total of P20,000) using the Express Deposit ATM at your main BPI branch in Ayala Ave. cor. Paseo de Roxas St. in Makati last night, November 28, 2008 at around 10:30PM. I inserted the bills as I normally did and after the machine counted it, it gave a hardware malfunction error and advised to call the hotline to report the problem. I waited for a couple more seconds and it ejected my ATM card afterwhich the Express Deposit ATM displayed “Machine Unavailable.”

I informed the security officer about what happened. He allowed me to use their land line phone to call the trunkline. I was able to check my available balance and confirmed that the P20,000 I tried to deposit has not been reflected yet. I waited literally 19 minutes before I was able to speak to a phone banker. She said that she had already filed a report and that it would take 3 working days for the investigation and the amount to be credited to the account.

I am sending an email now for two things. First is to make sure and confirm from your email support department that on Thursday, December 4, 2008, the amount would already be reflected. Second, to file a formal complaint about your inefficient express teller machine. The phone banker advised me that it happened due to a scheduled system maintenance. The question that kept bothering me is “Why in the world would you allow an account holder to attempt a transaction 20 seconds before the scheduled maintenance if it really exists?” There should be a notification at least that “You would have to finish the transaction now because in 20 seconds we are going to a have a scheduled maintenance.” Your rotten system (which I have been very satisfied in the past) devoured all my money, gave me nothing in return and told me “Sorry. I don’t want to work right now.”

This is the first time I have been extremely disappointed with your service. Will be expecting immediate feedback.

So ganun na nga ang nangyari. Hindi nga ako na-hold up ng totoong tao pero ni-hold up ako ng isang makina. Mabuti na lang at may tinira pa akong pera. Kung sakali palang sinaid ko iyon, lagas ako habang naghihintay ng tatlong araw. Pagkatapos kong tumawag kagabi, naglakad ako sa Ayala ng maluha-luha at nagdadasal.

Alasais

Ito siguro ang kauna-unahan kong blag post na nakasulat sa Tagalog. Hindi ko alam kung ano ang sasabihin ko sa totoo lang pero ang layunin ko ay makagawa ng post sa loob ng walong minuto lamang. Ano kaya ang aking mga masasabi?

Ng mga nakaraang araw ay naging inspirasyon ko ang blog na ito nina Tikboy, Tenco, at Tem-i. Hindi ko akalain na may mga samahan ng mga kalalakihan na magkakaron ng interest sa ganitong mga gawain kaya libang na libang ako sa aking pagbasa.

Pano ko ito natuklasan? Kabilang kasi ako sa grupo ng Unibersidad ng Pilipinas sa Multiply at nakita ko roon ang isang ekserp ng kanilang akda na tumuturo papunta sa kanilang opisyal blag sayt. Ang kanilang pagsulat ng Tagalog ay napakamalikhain. Hindi masyadong malalim ngunit pormal at talagang nakakaaliw. Natutuwa akong isipin at hulaan kung ano ang kanilang mga edad, mga gawain sa buhay at mga pinanggalingan. Kung sino man sila, wala pang nakakaalam, maliban sa kanilang mga kaibigan na naglagay ng mga komento doon. Pilit ko kasing hinanap ang kanilang Multiply propayl ngunit wala impormasyon akong makitang detalyado.

Ganun pa man, pangarap ko ring makapagsulat ng maraming bagay tungkol sa buhay-buhay gawa ng istilo nila. Kung ang Tagalog ang unang wika na mas madaling makakakuha ng interes ng mga mambabasa, balak ko itong subukan.

Yun na lang siguro muna sa ngayon.

Patience

This is the first and most important value that any person at our field of work should learn and practice. Without it, you wouldn’t last long and would eventually shift to another career. Any work actually requires it but in giving customer service you should have LOTS and LOTS of it.

I wonder when and how I learned to be patient. When I was in grade school I used to work out on school projects on my own with diligence and patience but I get too worked up with my sibblings. I didn’t have patience doing house chores but I am very patient when I’m at school or participating in a curricular activity.

As I grow old I realize that’s when I started to grow more patience within me. Most specially when I started this job. Lack of patience won’t get you anywhere. Because of my patience, added to high skill, I was able to get this far and I’m continuously learning. This isn’t the best job in the world but I’m starting to love it because it is where I learn, practice, and master this very special virtue every day.

Getting Old

I’m currently on a call right now waiting for my member’s download to finish to see if the issue was already resolved. Before I got to this scene I politely asked the member if he wanted me to stay on the line because his download progress is really very slow. He requested me to stay on the line saying that I was the best agent he was able to get so far and to wait until we have confirmed if the issue is already resolved.

The download took very long, considering that he has a broadband connection, with whatever speed, he doesn’t know. I put him on mute after asking for his permission and the whole time he’s waiting for the download to finish, counting every percentage when it goes up. After twenty minutes of download, we installed the software and confirmed that it was still the same problem. I gave him things he can do as a work around and and thank me very gratefully for staying on the line with him even if the issue was not resolved.

I wonder how it feels when you are already eighty years old. I might really feel very sad whenever I am alone and nobody can help me when I have problems with my computer. I might really be fond of picking the phone up and having somebody on the line help me with the things I need. I might also feel very grateful to anybody who will help me with everything they can do. I might actually be waking up everyday thinking how to live for as long as I can but at the same time expecting that the time might come that my life will soon end.

It really amazes me how time flies by so fast. The next thing you know, you’re already twenty four years old and you still feel that you haven’t accomplished anything yet. How lucky you are when people who loves you dearly pats you at the back and tells you “Hey, this is what you already have done. This is what you’re doing right now and this is what you still can do. You might feel that way to yourself but this is how we see you.”

I am so grateful I am still alive and feel that I can still do a lot of things. I am grateful for my work and thankful that I am able to help people in need, specially the old ones. I would definitely cherish every day of my life and would always strive hard to do and be the best I can be so that when I turn eighty I would never regret the days when I have not been productive.