PLDT MyDSL Customer Service Experience
Posted on | October 11, 2006 | 23 Comments
I’ve been a SkyDSL subscriber for more than 2 years now and I’m satisfied with their service and support. On the other hand, it was different for the customers of PLDT, SkyDSL’s (Bayantel) main competitor.
There were several blogs and forums that discussed about PLDT’s service and support. Unfortunately, most of these are rants and horror stories from its subscribers. I can’t relate when I read those post since I (still) haven’t experience it with SkyDSL. Not until I heard this…
This is an actual call of a PLDT MyDSL Support representative.
Download HERE
I fully understand what the customer was pointing out and know how frustrating it can be. From my experience as a QA for a call center, it appears that the representative lacks training and experience on how to handle customers properly. Here’s my observation of the call:
- The representative does not have any idea or knowledgeable on what she’s talking about.
- Acknowledging the customer without fully understanding the concern.
- Lack of confidence when talking to a customer.
- Taking the customer’s anger as a personal attack. As a representative, she needs to understand that the customer is angry with the situation or bad experience they get (most of the time) and not from the representative itself. Taking the customer’s offensive words personally shows her lack of experience.
Well, that’s my observation… I guess I’m still lucky with SkyDSL’s support. Anyone else want to share their PLDT DSL experience?
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23 Responses to “PLDT MyDSL Customer Service Experience”
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Etcetera
September 3rd, 2010 @ 7:47 pm
April 23rd, 2009 @ 10:35 am
October 11th, 2006 @ 9:22 am
Wow, that’s horrifying. I have some access to call center recordings too but with Americans on the other end. It’s a different “experience” if it’s a Filipino on the other line.
I also called a couple of times. Most of the times, I end up raising my voice or hanging up. I can’t blame their agents though. They’re the ones taking all the heat on PLDT’s bad service. Imagine the numer of people talking to them about that and they’re given bad excuses from another department.
On a side note, I think that agent has emotional or psychological issues.
October 22nd, 2006 @ 12:50 am
ah, so PLDT pala yun? i thought it was just a joke nvng nakuha ko yan sa email. walang call control AT ALL yung agent. di pa nga gaanong irate yung lalaki eh.
October 26th, 2006 @ 4:58 pm
How did he record the call, anyway?
October 26th, 2006 @ 11:20 pm
maybe a witness tool recorded it and somebody leaked it out. otherwise, the customer might have really filed a complaint. i dunno.
October 27th, 2006 @ 12:43 am
Hi Poldo,
Pao’s right. A tool was used to record the call. On most call centers, calls are being recorded for quality purposes. I guess some personnel made a copy and forward it to an email.
September 29th, 2007 @ 10:55 am
hi Lloyd.
i’ve been applying for pldt’s dsl but ive been given a run around by their business office and 171. laging walang port available. i tried smart bro but di kaya ng signal.
anyway how do i apply for skydsl? how much yung katumbas ng dsl and smartbro of P999. im desperate of getting unlimited internet access kasi napapamahal ako masyado sa vibe.
tita chona
September 30th, 2007 @ 2:22 pm
Tita Chona,
BayanDSL with 384 Kbps speed is around Php 899/mo. This plan includes SOD (Speed on Demand) which can boost your connection to 768 Kbps between 10PM to 10AM.
They also have DSL plans with bundled phone service. Please check if your area is covered by Bayantel.
You can find more information on their website: http://www.bayandsl.com
Other broadband connection you might want to consider:
MyDestiny Cable Internet: http://www2.mydestiny.net/home.htm
Globe DSL: http://dsl.globequest.com.ph
Globe Speak and Surf (Ala Smart Bro): No website and ad yet but expected commercial roll out will be this coming October. For inquiries and applications, please call (02) 919-8888
As much as possible, consider wireless connections (smart Bro and Globes speak and Surf) as your last option. There’s a big difference between speed and reliablity with a wireless and wired (DSL, Cable) connection.
Hope this helps.
April 7th, 2008 @ 9:21 pm
Dami reklamo talaga sa BULOK NA PLDT DSL na iyan, parang sindikato nga yan kase marami akong kapitbahay na ganyan ang experience, mga bastos at walang modong customer rep ng PLDT, mukhang pinulot lang nila kung saan saan, siguro bastos din ang management ng PLDT…
Isang buwan or mahigit pa sa 3 months bago nila gawin telepono at internet mo, tapos makikita mo sa billings mo, nakareflect pa rin ang bills na di mo naman napakinabangan. wala talga kwenta, maghihirap ka lang pag dyan ka nagsubscribe(PLDT MyDSL).
Sa BayanTel, pag disrupted ang service nila, may REBATE ka pang matatanggap at ibabawas nila sa billings mo. Di ka malulubog sa utang at di sila naglalagay ng kung ano anong hidden charges, clearly at transparent ang kanilang billings..
Eh sa PLDT, saan ka makakakita na umaabot ang telephone bills ng 100,000 pesos and above, di man lang warningan ung subscriber, tapos magugulat sila ang laki na pala ng utang nila…
Tapos meron din kaming kapitbahay, PLDT MyDSL, umabot ng 40,000 pesos for just one month… ano to sindikato???? Wala syang nagawa kundi bayaran na lang para lang mailigtas business nya na internet cafe, imagine dat… Wat a waste of money…
PLDT Online Help Desk, Laging busy, puro answering machine, puro pangako, dami pang sinasabi ng mga customer rep, parang di nga nila alam kung ano product nila or services, buwisit talga… Dapat Offline na lang…
Kaya i told to them to switch to BAYANDSL para maging maayos pamumuhay nila at di na sila atakihin sa puso sa sobrang galit sa PLDT, at least kahit mabagal at laging Lag sa YouTube, bawi naman kayo sa Service nila, Customer Service 100% Satisfaction talga, pag call mo, sagot kaagad nila, Knowledgeable staff ng BayanTel ang maganda roon. Isa or 2 araw lang SOLVE na ang problem mo sa DSL at telepono. No additional charges, for free, mababait pa mga technician nila… Parang kidlat umaksyon ang BAYANTEL.
Mga may utak ang mga customer rep ng BayanTel at di tulad sa PLDT, nagpapanggap at kung ano ano ang palusot para lang linlangin mga customer nila, tapos bibigyan ka ng number, nabulok ka na sa kakahintay, 1 month na or 2 months na bago nila gawin telepono at DSL mo, dami na kaya galit sa mga alibi nilang walang kwenta…
Tama ung pamagat na “MyDSL” ibig sabihin, Problemahin mo PLDT DSL mo MAG-ISA! Parang pagkatapos kang magsubscribe, iiwan ka na lang sa isang sulok. Maganda sa simula, 1 week after nyan, bahala ka na sa buhay mo.
Dapat palitan na nila yan.. PLDT “MyDSL” “MIND YOUR OWN PROBLEM: BULOKS NA PLDT…
Ito’y pawang karansan lang ng ating mga kababayan sa sistema ng PLDT, compare sa BayanTel…
Tayo ay may kalayaan ilabas ang ating mga hinain at sana maaksyunan na ng PLDT, kayo pa naman ang kauna-unahang communication company, sayang nasisira integrity nyo dahil sa mga bagay bagay na alam nyo naman talga na marami na kayong pagkukulang sa service..Aksyon!
Sa BayanTel, sana wag nyong tularan ang PLDT, sana nga tuloy tuloy ang inyong 100% Customer satisfaction program at sa super bilis na action sa mga customer, ang sarap maging BayanTel subscriber. Maraming benefits at sulit na sulit ang binabayaran mo, ramdam na ramdam mo kada piso na binabayaran mo… Very good work to BayanTel. Keep up the good work… Thank you for being with us, sana masakop niyo na buong bansa para umaayos na buhay ng mga pinoy…
Congrats din po sa Globelines at Smartbro they also doing great… Customer satisfaction din ang mga ito,.. Kaso limited palang connections at coverage ng network nila…
November 16th, 2008 @ 10:53 am
sir/madam,gud am po tanong ko lang po ano po ba landline # sa dsl pldt? halimbwa po magaaplay ako ang computer po ba may available kayo na pwede namin bilhin o gamitin
March 19th, 2009 @ 4:36 pm
kainis namang PLDT plan 990 ung internet kainis tlaga ilang week na akong tumawag sabi pupuntahan daw pero until now wala parin kasi kapag umaga mabilis connection ko pero pagdating ng hapon ang bagal na, check ko sa http://www.speedtest.net okay naman speed, dun naman nila pinapacheck lagi ung speed ko mararamdaman mo naman ung speed mo kapag lag sya. kainis tlaga tsk tsk sana tamaan ng kidlat yang pldt na yan.
April 29th, 2009 @ 11:05 am
applied for dsl service last feb, after repeated calls to pldt i was told that they coulnt accomodate me coz there was no available socket in my location (paranque). application di not push thru
received monthly bill on april 27.
according to them they already installed dsl service and equipment last march 27 pa.
we dont have pldt dsl, no one from pldt came in our house ang installed a dsl connection, walang tagapldt nagbigay ng mode/router, lan cable etc. wala kaming pldt dsl connection. WALA
and now im being billed for all this
ang cute nila no?
June 5th, 2009 @ 10:46 am
the same problems goes for smart bro… i think pldt and smart bro are sister company. the costumers serveice is realy realy bad.! as in… just like your complains guys. i am luking 4 a good isp now. thanks for the info about bayantel.
June 16th, 2009 @ 11:49 am
wtf!!! oh my gosh wala bang training yang mga nasa custumer service nila? goodness that was completely a disaster. mahiya naman sana silang mga taga pldt. inassure nalang sana nya ung customer na ipa follow up nya instead of saying wala pa ii email pa. walang assurance kung kailan no nothing so the customer reacted. oh by the way while typing this comment wala pa rin akong connection sa net for three days now keep calling them customer service people but they keep telling me that they’ll send someone to my house pero wala pa rin. i dont know if i can still keep my cool if ever i’ll call them again coz right now i’m freaking mad!!!
June 17th, 2009 @ 12:50 pm
i’m using MyDSL 2 months now,but i have no connections 2 weeks now, i called customer service everyday but they dont fix my connection error..I felt mad..2 weeks i have no internet..2 weeks i called them..pls help me for that..I’m in Sta. Mesa this is my tel# connect to DSL.027148733.I need u’r reply regarding this problem!!thank u and more power!!
August 4th, 2009 @ 12:36 pm
August 5th, 2009 @ 9:57 am
palpak talaga pldt! yung mga promo ads nila ay hindi tutuo, like the free intallation sa plan 990, kapag nag apply kana ay pagbabayarin ka ng 1k. installation fee daw at yung payment for the modem which is 6mos. to pay before, now 3mos. to pay nalang daw. komo malaking company sila ay ganun din kadami naloloko nila, wala kasi tayong magagawa dahil sila lang ang mas may malawak na facilities. most (if not all)employees of this company are getting corrupt and are not doing their jobs, kaya pag tinanong mo ay hindi alam dapat na paliwanag, sa halip mga pilosolo mag sisagot. dimo alam kung mga bobo talaga o yung ba ang orientation ng company sa kanila.
August 12th, 2009 @ 8:50 pm
akala ko ba maganda ang pldt? I been using pldt since May 09 but since then my telephone line always doesnt had a dial tone even it is not raining!!!if u will check ur records i been complaining almost everyweek!! as of this very moment i had no dial tone thats y im sending u this comment.
October 4th, 2009 @ 10:51 am
And dami nating sinasabi sa PLDT My DSL…
Sa tingin nyo ba nababasa nila ito???
Bakit parang walang reaction sa dami ng comment sa kanila??
Parang mga manhid!!!
this is the WORST connection na naranasan ko!!!
Para sa mga taga PLDT!!!
- U keep on advertising ur product and services… Pero pag na install nyo na… kinakalimutan nyo na ang mga Customers nyo!!!
- Hindi ba kayo nahihiya???
- You keep on billing ur customers without getting any good Service from PLDT???
- Mahiya naman kayo!!! Malapit nyo na daigin ang Government natin pag dating sa corruption!!
- 6 moths na ako nag subscribe sa inyo with very very poor connections AND!!! take NOTE!!! ung package nyo na PC!!! wala parin…
- Alam nyo ba ang ibig sabihin ng package???
- Isa lang ang ibig sabihin nyan!!! SIMPLENG MAG NANAKAW ANG PLDT!!!
MAHIYA NAMAN KAYO!!!
November 20th, 2009 @ 3:10 pm
panu mkatawg sa pldt
April 30th, 2010 @ 1:40 pm
walang kwenta talaga yang DSL na yan, halos 3 MONTHS kami naghintay sa kanila, ang sabi after 1 WEEK lang magkakabit na sila sa bahay namin
sa first week ang ganda ng connection, ngayon bumagal ng SOBRANG SOBRA, nag Plan 1299 kami, DIYOS KO, mas mabagal pa lalo
wala ding kwenta yung service, pati yung mga sumasagot sa telepono sa company nila walang kwenta, mga WALANG ALAM
July 9th, 2010 @ 11:03 am
talking to a rep now, name michelle after 30mns of troubleshooting..wala na cguro syang ma suggest nag drop ng call samin..hahayz