National Telecommunications Commission
BIR Road, East Triangle, Diliman, Quezon City
Metro Manila, Philippines

Dear Sirs/Mesdames:

As a co-convenor of TXTPower, a consumer advocacy group formed in 2001, to safeguard and assert consumer rights and welfare vis-a-vis the telecommunications companies, we wish to inform the Commission of mounting complaints from subscribers of SmartBro, formerly known as
SmartWifi, the wireless broadband service of Smart Communications.

Since the start of commercial operations of SmartWifi and even after its subsequent repackaging as SmartBro, this service has generally been perceived by its customers as substandard, unreliable and untruthful in its marketing pitches.

Since April this year, when Smart Communications relaunched the service as SmartBro, problems of intermittent or dead connection, lack of automatic refunds for such occurrences, inadequate number and lack of knowhow of the Smart customer service personnel assigned to the service, and the refusal of Smart business center to accept complaints and service queries (except to accept service applications) have continued to rile SmartWifi/SmartBro subscribers.

A certain Mark Baul, who calls himself “a SmartWifi/SmartBro victim” has emailed the Commission as late as yesterday, as per a copy forwarded to us. His problem is the same as those of many others, as the Commission will know by visiting online forums where subscribers pour their anger and frustration over the service:
http://www.pinoyexchange.com/forums/showthread.php?t=210173&page=22

Some have even set up a website dedicated to chronicling the travails of being a SmartWifi/SmartBro victim: http://www.smartwifi.org.ph/

Due to the bad and unreliable service, many SmartWifi/SmartBro subscribers have naturally entertained suggestions of shifting to other broadband internet providers. However, they are prevented from doing so by contracts binding them to SmartWifi/SmartBro for one year.

Needless to say, these subscribers demand government action to protect their consumer rights and welfare. On their behalf, we in TXTPower ask the Commission to:

1.Order Smart Communications to immediately respond to all complaints regarding SmartWifi/SmartBro including that from Mr. Baul;

2.Conduct its own investigation and provide all fair and legal remedies to aggrieved subscribers including rebates, refunds and the rescinding of subscription contracts;

3.During the pendency of (1) and (2), to order Smart Communications to stop accepting new subscriptions to SmartWifi/SmartBro; and

4.Investigate similar complaints of subscribers of SkyDSL, BayantelDSL, PLDT myDSL, Globelines Broadband and other broadband internet services.

We would gladly extend all possible assistance to the Commission for the thorough investigation of this issue and towards the satisfaction of consumer rights and welfare of aggrieved subscribers.

Looking forward to the Commission’s positive response.

Respectfully yours,

Tonyo Cruz
Co-Convenor
TXTPower

Last Modified : May 24th, 2006
Filed under : Advisories
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