How is this for irony…we were working on a review of Internet Service Providers for the Philippines but unfortunately the SmartBro service I was using at a friend’s house was down for a week and SmartBro support seemed incapable of fixing it.
The message on the screen informed me that I had been redirected to a particular SmartBro page because the bill is not paid or the service has been moved.
This happened of Friday and trying to use their automated help line was not just frustrating but impossible.Â Â They asked for account numbers which I carefully entered only to be told that such an account did not exist and the call was disconnected.Â Â
Back home a help desk will have an option to speak to an operator when you encounter any difficulty with the automated system but not SmartBrosÂ 1888 number.Â
So I had to waited till Monday and sent my assistant to what I we were told was the closest Smart office.Â Â He came back a few hours later told that the account was in order and to just check our physical connections (was everything plugged in).
Given that he had told them that it was an actual SmartBro onscreen message saying the service was disconnected this was not at all helpful.
Later in the afternoon I travelled to the SmartBro office and spoke with one of the representatives that logged the fault and promised someone would call the next day.
No one called the next day so I returned to the Smart Office and this time spoke to a manager this time promised someone would be onsite the next morning.
No one called or visited and the Manager did not respond to any of my messages until late afternoon and then said he was “lowbat’ but I know this was not true as his phone had rung when I had tried it around midday.
I then begged and even threatened (only in terms of making a complaint) but the Manager Â John Hensen just did not seem to care.Â Â
On the Friday I ordered a new service on behalf of my friend and was resigned to never having SmartBro work again.Â Â
Then when visiting another Mall I saw a Smart office and decided to try one last time.
I waited about an hour feeling very frustrated but eventually my number came up and spoke to a lady who after looking at the account worked out the problem in just a few minutes.Â Â
It turns out that the account of my friend was in fact unpaid and by paying it the service would be restored in less than two hours.
The problem was that the address of my friends service was wrong and going to a non-existent address but another account with the correct address but different name was suddenly coming to the address where my friends service was located.Â That is the account they had paid.
The Smart office of John Hensen had not spotted this and was just too keen to pass me on to support but failed to take any responsibility or follow up when support failed to contact me.
I will write the complaint about the incident and also commend the lady at the other office that quickly spotted the problem and got a fast resolution.
As for the account confusion this is a very suspect situation that needs to be followed up by the owner of the service as there could be some sort of fraud.