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Saturday, August 10, 2013

LAST Tuesday (8/6/2013), in the “Tell It To” section, I wrote about my PLDT woes. Well, after almost a month of intermittent and practically non-existent Internet service, my Internet service is miraculously back.

Still, who knows for how long? It’s too early to celebrate. Last week, just as I was about to rejoice after three straight days of Internet connectivity, it was gone again.

I think this is what hinders progress in our country. Low standards. I, myself, was reduced to such low standards when three straight days of Internet connectivity became cause for great joy to me. Foreigners would go berserk over this standard of service.


And I couldn’t blame them.

Efficient service means service that works ALL THE TIME not just SOMETIMES. We should raise the bar if we truly want to be a global hub for business or tourism.

The Internet is not just an essential part of business; it is an integral part of people’s lives. Today, we don’t only go online to email, tweet, chat, post, do homework, upload photos, watch videos, listen to music, research or surf for news. We also go online to bank, purchase merchandise and services, transact business, pay bills. Internet disruption brings havoc to people’s lives.

I can understand occasional service interruptions throughout the year but operational problems should not last as long as three weeks—long enough to hamper the daily lives of subscribers.

For three weeks, I experienced days upon days of zero or spotty Internet service. My life was reduced to desperate days of just watching and waiting for Internet connection to be restored for an hour or two so I could quickly go online and do what needed to be done.

What greatly aggravated the situation were the replies of PLDT customer care service personnel, many of whom annoyed me with their incompetent and inane answers, none of which served to alleviate the inconvenience I suffered and the dissatisfaction I felt.

Most times, I felt that the IQ levels of the people talking to me were way below acceptable levels. The robotic spiels of standard answers did not help. And at other times, they simply did not have the capacity to articulate the answers if indeed they were in possession of them.

After talking to several people (all PLDT subscribers) about my problem, I found I was not alone in my frustrations. It’s time the country’s Telecom Service Provider of the Year stepped up to the plate to do something to deserve the awards conferred them.

PLDT should deliver STABLE, RELIABLE & FAST (as advertised) Internet connection as well as offer automatic rebates for service interruptions. This is the very least PLDT can do to stop cheating their subscribers of their monthly dues (mine at more than P2,500 per month).

I speak not only for myself but for the many others inconvenienced by the inferior service of PLDT and the indifference of its management to the daily woes experienced by its subscribers. Until the day you can deliver to the public as promised, you cannot hold your head up high and receive these awards in good conscience.

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Published in the Sun.Star Cebu newspaper on August 11, 2013.


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