TXTPower asks NTC to impose moratorium on new SmartBro/SmartWifi subscriptions
Consumer group TXTPower today urged the National Telecommunications Commission to order a moratorium on new subscriptions to SmartBro/SmartWifi broadband internet service of Smart Communications, “pending the satisfactory delivery and fulfillment of promised services to existing subscribers”.
TXTPower convenor Tonyo Cruz said that “Smart should be stopped from accepting new SmartBro subscription applications until they are able to solve the connection problems, customer service and other concerns of its existing subscribers. The service has been described in many internet forums as below-par, unreliable and slower than promised.”
SmartBro is the renamed and repackaged SmartWifi broadband service of Smart Communications. Smart has reported to have 40,000 SmartWifi and SmartBro subscribers.
Cruz suggested that the moratorium on new SmartBro/SmartWifi subscriptions be implemented immediately, with an accompanying NTC investigation on how Smart is operating the service, the customer service mechanisms offered to subscribers, and how problems are being
solved.
“Indeed, the NTC should not turn a blind eye on Smart’s multimillion SmartBro/SmartWifi media campaigns while existing subscribers suffer from poor service,” said Cruz.
The NTC should also order refunds and rebates to aggrieved subscribers. “If Smart cannot solve the problems, the company should be ordered to waive the one-year subscription contracts so that subscribers could apply for broadband services of other more reliable
providers.”
Cruz adds that it is also about time Congress tackled House Resolution 1197 authored Rep. Manuel “Way Kurat” Zamora which seeks a probe the widespread allegations of poor services of SmartWifi and other broadband internet services.
Mounting complaints
Cruz said scores of SmartBro/SmartWifi subscribers have long complained of inability to access the internet for prolonged periods, with nary an explanation from Smart customer service personnel.
“Customers feel that they are being shortchanged. They do not get the service they pay for because they are often disconnected and the service has become generally unreliable,” said Cruz.
According to TXTPower, subscribers also complain over the “low quality” of Smart customer service assigned for SmartBro/SmartWifi concerns. “Oftentimes, subscribers are put on hold for half an hour before calls are actually answered. When calls get through, the customer service representative could only offer standard replies to problems and gives no help to helpless subscribers.”
“Walking up to a Smart business center is even worse. Subscribers who go out of their way to report problems with their SmartBro/SmartWifi connections are sent away and told to dial a telephone number instead. There is obviously no built-in system to monitor whether the 40,000 subscribers are receiving optimum broadband internet service as Smart promised them,” said Cruz.
“Smart lang ang Smart sa paniningil, but it is not smart in delivering its promises to its broadband internet subscribers,” said Cruz.
Comments (2 comments)
Good Job TXTPower!
SMART communications has a duty to deliver what they promised to their subscribers.
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The story below is taken from BitLaw (Resource on Technology Law)
website: http://www.bitlaw.com/internet/isp.html
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Contract and Fraud:
When America On Line announced that it was shifting to a flat-rate billing policy, AOL’s proprietary and Internet access services were overwhelmed. Customers who tried to dial in were often greeted by busy signals, and access to the Internet was very slow. Although AOL’s performance improved, that did not stop frustrated customers from bringing lawsuits against the company.
These suits alleged that AOL knew that their service would be overloaded, but nonetheless went ahead with the flat-rate plan. The suits alleged that AOL was in breach of its contracts with its customers (by not providing the agreed upon service) and had committed fraud by knowingly misleading current and prospective customers.
At this point, AOL has not been found liable for its actions.
However, the message for ISPs is clear.
Deliver on all of the promises you make to your customers, and only promise what you can deliver.
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Does this sound familiar?
Attention SMART Communications:
Your company is in breach of its contracts with its customers (by not providing the agreed upon service) and is committing fraud by knowingly misleading current and prospective customers.
“Deliver on all of the promises you make to your customers, and only promise what you can deliver.”
buzz / May 26th, 2006, 3:49 pm
Tama
Tama lahat ng sinabi about Smart’s service. So disappointing!
reighnbert / June 8th, 2006, 11:08 pm
What do you think?
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