Dear Mr. Hero,
Good day!
We deeply regret to know that details on the 258 Unlimited Text promo were not apparent to you upon enrollment. Please be advised though that pertinent information on the use of unlimited text were stated in the print ads released on the promo. We wish to assure you that all services SMART offers are anchored to the primary objective of providing meaningful and practical service at reasonable rates. Thus, unlimited text was offered to our subscribers to provide more opportunities to continuously communicate with fellow SMART subscribers at a minimal cost. We regret though that the privilege for unlimited text do not include outgoing text to other networks yet. We value your views on how we could better serve our subscribers. We recognize the importance of providing services that are attuned to subscribers' preferences and varying economic situations. Rest assured that concerned groups within SMART are aware of feedback we receive.
Thank you for expressing your views. It is through the ideas you share that we become more responsive to the needs of our subscribers.
Sincerely,
Customer Care
/cjm
MY REPLY:
YOU SAID: We deeply regret to know that details on the 258 Unlimited Text promo
were not apparent to you upon enrollment. Please be advised though that
pertinent information on the use of unlimited text were stated in the
print ads released on the promo.
WHAT THAT MEANS TO ME: ALL of Smart Subscribers are supposed to have grabbed hold copies of your print ads during your promo period.
THE TRUTH ABOUT THAT IN MY POINT OF VIEW: Not all Smart Subscribers read or can afford to read newspapers to read your print ads. If that is not the case, millions of copies of newspapers would be sold.
QUESTIONS: Is that your only creative and SMART way to communicate to your subscribers about your PERTINENT information on the use of unlimited text? What if I'm living in a place where no print ads are readily available? Would you fault me for not being able to read your print ads? If you could afford to send your endless promos freely into our cellphones, why keep yourself from communicating with us a simple guideline on the mechanics of your offer?
YOU SAID: We wish to assure you that all services
SMART offers are anchored to the primary objective of providing
meaningful and practical service at reasonable rates.
WHAT THAT MEANS TO ME: You know very well and have researched what is meaningful and practical and reasonable.
THE TRUTH ABOUT THAT IN MY POINT OF VIEW: That is as far as you think what is meaningful and practical and reasonable to your interest.
QUESTIONS: Have you actually included a big number of subscribers to weigh in the merits of your promo to consider it is meaningful and practical and reasonable? Since when did you let millions of people like me feel part of you system in determining what is meaningful and practical and reasonable? Am i truly looked upon as a stakeholder in your system rather than treated as a dumb subscriber?
YOU SAID: Thus, unlimited text was
offered to our subscribers to provide more opportunities to
continuously communicate with fellow SMART subscribers at a minimal cost.
WHAT THAT MEANS TO ME: You want more opportunities for Smart people to stay with Smart people because that is a Smart thing to do.
THE TRUTH ABOUT THAT IN MY POINT OF VIEW: It seemed to me that most Smart subscribers have all the opportunities in the world to do nothing but to text each other endlessly and therefore help build the country towards more economic productivity.
QUESTIONS: How can you help me not get an impression that you are out to build a base of subscribers with nothing left in the world to do but waste time at this time? Do you really think P60 for four days is a minimal cost to most of your subscribers? Certainly it would benefit only idle people who are not busy doing anything productive? And the only way I could benefit is if all my clients in business are all smart users but then you are beginning to open my eyes that most serious, business-minded, and productive are probably not Smart subscribers, am I wrong?
YOU SAID: Rest assured that concerned groups within SMART are aware of
feedback we receive. We value your views on how we could better
serve our subscribers. We recognize the importance of providing
services that are attuned to subscribers' preferences and varying economic
situations
Thank you for expressing your views. It is through the ideas you share
that we become more responsive to the needs of our subscribers.
WHAT THAT MEANS TO ME: You have concerned groups within SMART that knows what to do to handle people like me in order not cause those in the highers ups of Smart hierarchy get bothered with anything viewed from below (from subscribers like me).
THE TRUTH ABOUT THAT IN MY POINT OF VIEW: Customer Care people will do anything to keep things to themselves in order to keep things in control by treating everyone like me as a nuisance because they want the higher-ups hear no voices coming from below.
QUESTIONS: Remember 911? At the time the America felt her economy getting stronger was the time she got into trouble. Would you Customer Care people stop thinking you can always keep handle everything? You know that 25/8 is actually 60/4, why not call spade a spade?
customercare@smart.com.ph wrote:
Dear Mr. Hero,
You are welcome!
Coming up with SMART 25/8 Reload unlimited call and text promo is our way of thanking our loyal subscribers. Thus, we are not taking away your right to text other network's subscribers. All you need to do is load credit value to enjoy both the unlimited text and communicating with non-SMART subscribers through text.
We hope that this sheds light on the matter.
Should you have further concerns, please feel free to write to us again.
Thank you for constantly communicating with us.
Sincerely,
Customer Care
spl/
What's that? Thanking me for what? If not for the Sun cellular's 24/7 scaring the hell out of you for losing a big slice of your subscribers, you would not come out with a copycat marketing scheme.
Again, you last reply goes to show what kind of stupid customer care handlers you have there.You don't even care to know what exactly my concern was. What 25/8 kind of bull are you talking about? I had 60 pesos invested in wanting to explore for the first time unlimited texting and I had full trust that I could just do that. Until it came clearer that you only intend to keep me locked on to texting just fellow smart subscribers. Anyone I text differently would lead me nothing of what I invested. Kaya nga sana naman pag-aralan nyo namang ipaliwanag kung saan merong reality ng vision-mission nyo to help Filipino get really "connected." Parang hindi nyo pala clearly alam ang pinapaniwalaan nyo eh.
Feel free to reply with real care.
hd
