Sunday, August 31, 2008 Incompetent and Rude BAYAN employees (majority)! I've been a subscriber of BAYAN DSL for more than 2 years. I never experienced too much DC from my end in a single day. But for the last month (July 2008), the disconnection is way-way too much that you can't do anything and would just stop your momentum if you are doing something important when using BAYAN Internet. Since I was aware that it could take some time for them to fix it back to normal, I just assumed maybe they are fixing or installed some sort of new equipments, I didn't bother it for at least two weeks. Reason, cause I have another option to get a better Internet connection. Of course I have to leave my place. Moreover, I know for the fact, that informing their Customer Service would just make me sick for all their shit answers. Since I'm a good to them, I gave them 2 weeks to get back my normal Internet connection. HELL NO!!!! Things get worse then. In an hour you will be disconnected from BAYAN Internet and it will take sometime to get the connection back. That's the time I suspected something is not right. It could be my modem, my router, my computer, or loose cable connection in between their main box. Isolating and troubleshooting something at my end is NO FUN at all!!! Luckily I do understand how ADSL works and how computer networking works. With all the logs I've gathered, it proves the issue has nothing to do with my end and it has something to do with their end. In short you need to get in touch with their NOC. After series of ignoring my complaints, I was able to speak to a manager that prompted them to send a technician on site. The first technician did not listen to what I have to say. Instead he would just go on their normal basic routine. I did not even get a feedback from him that other users are also experiencing the same problem as mine. Well this forum proves the fact that there is indeed an issue ongoing for the BAYAN DSL subscribers and all are the same issues. Anyway, what the technician did he re-block my ADSL port. The following day, the disconnection gets even worse. So I rush to their office and told them my issues. They send another technician on site. This time I know the guy and he listens to what I'm saying. Showing him all my logs and told him how I isolated things. I also showed him how to know if its obviously a line issue or not. During that time, he witnessed this disconnection and could tell the difference. Told him that he need to get in touch to their NOC and tell them the issue he witnessed. Three days and the weekend past, the disconnection is too rampant. Then again I rushed to their office informing the same issue again. The thing that gets me irritated, they already closed these tickets again. Yes tickets, because they already closed my first issue without asking if the issue is already address. Well it surprised me the reason why they did not bother closing the tickets cause the technician reported that I'm not cooperating to get my issue fix. I would not even bother telling the whole story here, cause it will be too embarrassing for this technician. Well just to make it short, this guy only knows how to connect ADSL lines and modem. Configuration and proper isolation of issues is not their forte. Brick wall So a technician was expedited that time to check again the issues and I was assured that they will take care of it and will provide solution. They: - re-blocked the port - switched the lines from the post - changed the modem (from Huawei to ECI) After all these changes happened, cause I let them to (so they wont tag me as uncooperative and arrogant customer), the disconnection is still happening and worst I'm getting RTO that I don't get before from my continuous pings. I decided to give it a chance for observation. The following day, I'm getting a blinking ADSL light, this means it is worse compared to my disconnection issue. Either the line they have changed does not have a good continuity or they deactivated my DSL account. So I immediately inform them about this new issue. After painstakingly waiting for 10hrs since I reported it, I inform them again that I still don't have Internet connection. I left my place since I badly need to have an Internet connection. The following day, when I got home BAYAN Internet is back. The connection worsen than before: - Internet disconnection, meaning I'm getting several IP addresses in single day - Line busy when my router is trying to connect - Authentication Failure - Not able to get IP address - Blinking ADSL light That Saturday, I rushed to their office at pinagmumura ko ko silang lahat after knowing they closed the 3rd ticket they have created. PUTANG INA nilang lahat and sabi ko. The poor lady is trying to get someone from the Roosevelt office and she was put on hold for nearly 45min on the phone. Imagine, I'm already in their BAYAN office and a fellow co worker is also having a hard time to get hold of the right person. Told her that I've experienced worse than that and its more frustrating calling their hotline service. I spoke to this so called OIC and we exchanged information about the issues I'm having. To add another insult to this guy: 1. Corrected him that my original issue is the disconnection of the Internet and he keeps on saying intermittent connection. Told him it's not intermittent and that definition is to vague. I already told that it is disconnection of the Internet. Why does majority of BAYAN employees don't even listen to customers like us ????? 2. How many times do we need to get an IP address if we don't reset our connection in a day, in a week, in a month? We don't power off our modem and you don't reset on your end. Theoretically we should only have single IP address for that time frame. But why do I get several IP addresses within an hour. The poor guy did not even answer my question.... Too that extent, he dropped the phone. PUTANG INA!!!!! See how incompetent and rude the BAYAN employees.... That day, I told them I want my issue fix or they will hear more from me and I will surely kick their ass!!! Conclusion: After that day, my Internet works fine as it should in exception to the slow speed of browsing sometimes. It's the 2nd today after that incident. At least I'm happy now. ---- Incompetent and rude BAYAN employees: This applies to the majority of BAYAN employees I encountered. 1. None of the BAYAN employees in the BAYAN center knows about the Sky Internet text service. So I have to explain to them how it works and showed them where I got the info. I asked them why no one is taking the issues and looks like my issues were ignored. Too make the story short, they instructed me how to properly use Sky Internet text service. Maybe, I did not follow the right format. She even circled the information I handed to them about the right format. Duh!!!! 2. Spoke to the Manager why they are not attending my issues whenever I reported something. Too make the story short again, I was told that I'm free to leave BAYAN service and go to other providers. 3. From the incidents above, the so called OIC to whom I spoke does not listen and worse he hang-up the phone. 4. Again, from the incidents above, Technician onsite reported that I'm not cooperative and he failed to listen to what I have to explain. If ever you are reading this, you would learn lots of things if you would just listen. 5. When I was in the BAYAN center, waiting for this OIC to speak, a young lady approached the next available customer service desk and complaining that she is having a hard time to authenticate and she even shows the errors in piece of paper. Before she can finish her last sentence, this customer service interuptted that she needs to call 411-2000 or 181 and repeating it several times to her. How rude!!! The last sentence she is about to say: I'm having a hard time contacting the customer service number. The young poor lady just left the BAYAN center and I guess she will just try her luck to get hold of the customer service number. Reason I said lucky, hope she gets a knowledgeable reps to handle her concerns. Labels: bayanDSL, complaints Links to this post:1 Comments:
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