Thursday, June 14, 2012

Dear Sun Cellular, your Customer Service sucks!


Note: I created this post as I am really really frustrated with Sun Cellular's service. Please bear with me.

I am quitting SUN CELLULAR. Check my new post.
SUN CELLULAR INTERNET CONNECTION SUCKS

Dear Sun Cellular,

I started using your network since 2003. After using my sim card for 6 years, you removed the signal and I know I am in no place to complain since it is prepaid and I know for a fact that you don't actually give a damn. Fine. I need to move on even though that's the number I put on my yearbook!

I was actually happy now with my Plan 350 as i get unlimited call and text for Sun to Sun users and free 250 texts to other networks even if you charge me every month for International Texts. Oh well, I keep on telling your Customer Service that I don't even have any international numbers stored on my contacts. I then accepted it and now waiting for my Billing Statement to arrive. I was billed 36.00 last month.

I waited for 6 months so i can apply for a bundle service. I was actually thinking of getting your Blackberry Plan 600 so I can get a new phone plus unlimited Blackberry service but I was informed that its a plan for LOYAL customers only when I called your hotline. Really? For loyal customers only? Ok, Move on.

I went to the Sun Cellular shop and asked if you have Mobile Internet Service plan and they kept on giving me the sun broadband modem. woah! Can't your customer service understand what mobile internet is? Again, really? I'm tired of converting 100 pesos load just to get your data service!

So I called your Hotline again (dial 200) and asked for any other option. I was told by the agent that she will forward my concern to the Sales department and to wait for their call tomorrow.

One of your Telesales agent called me and happily told me that i have a pre approved Pocket Wifi to bundle with my existing plan. Okay, I listened. He told me that they will give it to me for 799 instead of 899 plan with no cash out. Okay, i'm interested.. The agent said that he will send me an email that i need to fill up and give it to the courier sending the package. And if i'm not at home, I just need an authorization letter and a photocopy of my Id and the person receiving the package.  He also informed me that soon as I receive the package, i just need to wait for 24-48 hours. (*excited mode*)


June 7,2012. I was rushed to the hospital ( this is a different story) so i was not able to receive the package. My cousin told me that the courier needs my government ID. oh crap! The agent should have told me that in the first place. So I had my cousins look for my passport.



June 8, 2012. They got the package at home, I'm still at the hospital, I advised my cousin to bring my Sun Cellular Pocket Wifi to me,

June 12, 2012. I called your Hotline and asked why I still don't have any signal on my wifi. I was informed by your agent that they will create a ticket number. Oh crap. I heard that numerous times and i'm not that stupid to believe your ticket numbers!

June 13, 2012. I called again to follow up for my case number. For Christ's sake! it has been 6 days since we received the package and yet it doesn't have any crappy signal. I have no time to play your games and I needed to talk to a supervisor. Your agent told me that all Supervisors where busy. WTH! Again, i don't believe on any single word your CSR's told me. No Team Leaders on the production floor?? really?? I was put on hold for 1 freakin' hour then  your agent hung up on me. I then again called, then wasted again my 25 precious minutes talking to your nonsense Customer Service Representative. Ended up?? Follow up with another department. I was advised that someone will call me the next day. I even tweeted and posted on your Facebook page!

should this evidence suffice?
1 hour on hold!

June 14, 2012. Called customer service by noon, I was being redirected by your IVR sh*t to the Billing Department. Hello Management?? What are you doing in front of your computers. Painting????

Soon as I get a hold of an agent, they informed me that they will need to follow up to another department. Woah! Here they go again, wasting my precious time! I informed them that i will cancel the bundled service and hey, sun cell, you may get your device here at the hospital coz' i am not wasting any of my time going to any of your service centers!

One of the sales agent called me around 6:00pm informing me that they will be calling me (again) tomorrow for follow up! WTF! Are you gonna turn it on or not??? She told me that it was the courier's fault! Okay! Pass the Hat time! Then again, I don't believe any single word you say. Even if i am so frustrated, i still told the agent that i'm gonna wait till tomorrow. No service, cancel all my plans and i am not paying even a single cent for this. You wasted my time. That's my payment.

And oh, have i told you that I am still here at the hospital using your prepaid broadband modem that gives me 9.21kbps of download speed??


I am so satisfied with your service. I'm gonna wait till tomorrow.If not, cancel it. I'll go with GLOBE!

Update: June 15, 2012. I received no call. I checked twitter and found a lot of spam from sun cellulars dummy account saying bad things about me. Do you really need to say those things to me? Really rude. Obscene Language? That's a shame to your company! How can you say those words to your paying customers? Or before you hire your employees can you atleast have them take psychological tests??
And by the way, i have no complains with my plan 350! Its the 799 Pocket wifi dumb pis o' sht! Tell that to that rude admin of your twitter page!


How did i know it was you? I talked to you guys last night!

I called again and asked for a Supervisor, Lawrence Manahan. He was really nice, I can admit that. He promised to investigate the twitter issue and told me that someone will be calling me be 1:00pm to update me with the activation.Nice 1 hour call again!


Its already 1:30pm yet no one called me. Super! I called back again, waited on queue, talked to one of your agents, put me on hold again while transferring to the Supervisor (19minutes) then BOOM! Call got disconnected. Then again, i called you back.



Don't ever ever do this to any of your customers again! You have that company because of us! Treat us the best way possible! And please, train your employees to be nice to us, your customers! As long as we pay, they get paid! This is impossible.

Update: So after i published this post, Sun Cellular admins created another twitter Username. Nice. Btw, you can create a LOT of different usernames to Spam my twitter account all you want. the hell i care but please, stop tagging my friends. They're busy! I talk to people the same way they talk to me and I've never been harassed my entire life and to think you are my freakin' SERVICE PROVIDER!

Last time i checked I am your Customer and i have the right to complain because of your crappy Customer Service!

NEW USERNAME?


Update:  June 22, 2012. One of your supervisors called me and said that this complaint already reach the VP of the company. Is that true? Guess not. He also informed me that your IT Technicians were already more monitoring all your agents. But what about those admins that keeps on pestering me and my friends and using twitter at home?? Aren't you gonna do anything with this?

Anyone who knows if the Anti-Bashing Law were approved??

I am very much overwhelmed how your agents manage to take the time creating all these usernames just to bash-harass-whatever me and all my friends.

To the admins of Sun Cellular's twitter account, I would like to commend you. For the third time, you created another username. The screenshot below was one of my friends' reply to @sellerme (new username)


Now they deactivated the username again. Very good! Looking forward to another username! :


Is this really how SunCellular treat customers? If yes, then you can now close your company.
These were my friends tweet to @sellerme (new username of @suncelltweets)


I may have said stupid words that might've offended some of you, i'm sorry, but then again, try to put yourselves on my position. How would you feel? And yes, I am just one subscriber. You may or may not  believe me.
I am taking this to your Main Office and NTC.
To the President or the CEO or the COO or whatever of this company, please get good people. They're taking you down! This is ridiculous!

A friend sent a feedback to SunCellular just today.

 Sun Cellular,

I want you to read this blog. I think this should go out to your higher officials, since your representatives give the kind of crappy service that they did to my friend.

I know that any one of you doesn't have control over your representatives who may have created Twitter accounts outside of the office, but I would suggest that your I.T....


To continue reading this letter click: : A letter to Sun Cellular


Sincerely yours,
Maid in the Philippines.

87 comments:

michi said...

grabe naman ang service ng sun. pasa-pasa. poor customer service.

michymichymoo said...

I have a sun cell phone too. I only have signal sa second floor ng house. It's wise to maintain another sim like Globe or Smart. ;)

http://www.dekaphobe.com/

aileen said...

naku mga sis, super poor cs ng sun. 9th day na ng pocket wifi ko wala pa ding signal! amf...

Anonymous said...

same here, last year ko na-experience yan, simpleng transfer lang ng overpayment from one account to another, inabot ng ilang buwan, then ang bilis nilang magputol ng line kahit hindi mo na-receive ang billing.. kaloka

Mrs. Kolca said...

Shocking pala tong SUN! Will share this in FB sis! :)

aileen said...

thanks. di ako makagetover. napaka rude ng SUN!

Anonymous said...

I am also a sun subscriber since 2003 for pospaid. sunog na ang akin ears and was sleepy already before they answered my call thats for 45 mins already. its abt mobile internet which they charged me high since im using only my wifi and manual settings ang gamit ko. they adjust my billing and in a month no more charges in my mobile internet. ang ayaw ko lang mabagal ang service nila sa sun shop lalo na sa pagbayad ng bill. 3 hrs ang pila ko kaya tru online banking na lang ang payment ko sa kanila. sa lahat ng sunshop nila ang pinakamabilis ay sa SM Manila. courteous at mababait sila. this yr i applied for another line since this will be my 3rd line since ID lang ang ipapakita but i gave them my financial documents and credit card billing. matagal pa bago ako maapprove. sa 2nd line ko 1 hr lang approve na ako. kaya i transfer to SM Manila and in 30 mins i was given a sun/smart line 549.never naman ako binastos in phone or in sunshop. pero halos lahat ng sunshop mabagal ang service except SM Manila.

Anonymous said...

I'd like to hear the CSR's side of story. This is interesting.

aileen said...

All i want is for them to activate the new bundled plan i availed. yun lang naman. 9 days of waiting. my gawd! i was promised to wait 24-48 hours only. All they say is follow up. kaya i asked sa twitter. i told them to cancel nlng the service.

Irish Fleur said...

shocking anong klaseng csr yan? gumagawa ng dummy account? para mangbully?

aileen said...

grabe nga. i deactivated my twitter nalang kase napapahiya na ko. They don't stop kase.I know, wala naman akong mapapala sa post na to, pero gusto ko lang ishare sa mga tao kung anong treatment ang ginagawa nila sa mga customer nila. :)

aileen said...

i for one was a call center agent for 3 years but i never did that kind of treatment to anyone. We were told kasi na kahit magsusumigaw ang customer, hindi dapat inaaway kundi inaassure na mareresolve ang problem at hindi papalalain.

tsk tsk, whats going on with the training nowadays. tsk tsk.

Anonymous said...

I just hope This gets viral. Super hassle talaga CS nila. Yes good products I admit but having poor post sales support is nothing but rubbish as well. lets share to social media as we can so it can get the attention of the concerned authorities.

Sumi Go said...

I'm glad I stumbled on your post. I have a sun prepaid sim, and I actually considered applying for a line since they're packages are really tempting! But upon reading this, natakot naman ako. Tiis nalang muna sa prepaid.

Anonymous said...

grabe naman yan. at nag effort pa silang i-harass ka sa twitter. i hope you take them down. and whoever is responsible for those twitter posts, i hope they get fired.

aileen said...

we all know naman wala din tayong magagawa regardig their service. tayo pa ang dapat mag adjust sknila. tak tsk. kaya naishare ko nalang to para maging aware din lahat ng makakabasa..

pokloy said...

sun sucks, napakaPOOR ng SIGNAL! mga gago, namumura ko din sila sa TWITTER puro sorry for inconvenience ang sagot nila masunog sana silang lahat sa impyerno!

pls like this page on facebook http://www.facebook.com/ihatesuncellbroadband

Anonymous said...

sun sucks, napakaPOOR ng SIGNAL! mga gago, namumura ko din sila sa TWITTER puro sorry for inconvenience ang sagot nila masunog sana silang lahat sa impyerno!

pls like this page on facebook http://www.facebook.com/ihatesuncellbroadband

aileen said...

i know. i feel you. Supervisor promised to call me back today regarding an update with the admin of twitter. will update nalang. di ako makaget over. sabi ng friend ko di parin daw tumitigil..

DiversityHuman said...

Ai,

Na try mo ng formal complaint sa business office nila?

Just have a written complaint with a stamp from a notary public para mas mabilis ang solution dito.

aileen said...

Hi tl Al,

i believe this case was forwarded to the CRM group. A supervisor called me na umabot na daw sa Vice President ang case na ito at lahat ng mga agents nila ay minomonitor ng IT.

Anonymous said...

Will share this! Kasi pati ako hinarass ng basher mo, hahaha!

John said...

Your post really helped me to understand the Article. It has great details and yet it is easy to understand. I will definitely share it with others.Thanks for sharing.


GED Online

aileen said...

Thanks for dropping by! :)

Mrs. Kolca said...

Thanks God I don't use Sun! Matagal ko na yang iniwanan. I tried it twice pero wala talagang kwenta ang signal. Kumusta naman?!

Anonymous said...

had an issue with them before. here's what happened:

1. napagalitan ko yung nagaasikaso ng postpaid line application ko jan sa Robinsons Pioneer, kasi pinapabalik balik ako sa office nila. tapos pinagsabihan ko rin kasi puro daldalan ang inaaatupag while working, andaming taong naghihintay sa kanila. ending? pinahassle ako at 3 months bago naapprove yung application ko after so many follow-ups. hindi pa ako tinawagan to tell me about it.

2. pagdating ng unit ko, hindi din ako tinawagan. more than a week na palang nakatengga sa store nila. ano gnagawa ng mga tao dun, nagdadaldalan pa rin?

3. pagkakuha ko sa unit, sabi iaactivate na daw agad yung line within 24 hours. almost 48 hours na wala pa din. nung tumawag ako sa customer service, ang sabi... hindi daw ako ginawan ng request for line activation nung business center sa Rob Pioneer.


Ang galing diba. Not as grave dun sa pinagsasabi ginawa at pinagsasabi sayo, but still shows kung gaano ka-crappy ang service nila. plus ambagalbagal pa ng connection. sana me QC ang telecoms, para maiwasan yung mga below standards na services kagaya ng Sun.

aileen said...

thanks for sharing your experience. this post should serve as an eye-opener for SUN Cellular's management na ayusin nila tung customer service nila.

Anonymous said...

Nakakainis talaga yang mga taga sun na yan. Yung postpaid plan nila for call and text medyo maayos, pero pagdating sa broadband hindi maganda. Inavail ko yung broadband bundle nila na 799. Grabe, sobrang bagal .05 mbps and download speed, pinakamabilis ko na ata yung .80 mbps samantanlang up to 3 mbps "daw" ang speed nila. Kahit madaling araw na ako nagiinternet ang bagal pa din. 1st week pa lang ng ginamit ko yung broadband puro tawag ako sa hotline nila, tapos gagawan ng report pero wala naman daw problema sa connections nila. Umabot sa point na sabihin nilang magrequest ako ng site visit sa area namin, which i did, kelangan ko pang pumunta sa pinakamalapit na sunshop para magrequest, pero walang dumating. Hindi ko alam kung hindi ako ginawan ng report ng taga sunshop o wala lang talaga silang balak pumunta. Take note, pagdating ko sa sunshop sabihin pa skin na "DAPAT DAW SA HOTLINE NILA AKO MAGREKLAMO". Samantalang mismong csr na nila nagsabi na pumunta ako sa pinamalapit na sunshop magrequest ng site visit. Pasahan ba ito?.Tumawag ako for follow up di rin nila ako masagot kung kelan ba talaga may available na technical personnel at di din nila sure kung naisubmit daw ang site visit form ng mga taga sunshop. Nagsisi tuloy ako na ibundle ko pa yung broadband na may 24 months holding period. KAASAR!

Senyth said...

OMG. I'm sorry you had to go through this sh*t. Sun really has crappy CS. I had encountered one agent who feels like she's the most intelligent creature on earth. I really hate how she responds to our queries, as if we're not going to buy their My Wifi. kapal muks! We went to another branch and bought there. We also complained about that b*tch. I hope she gets fired. HAHA.

aileen said...

deceiving kase ung ads nila. i asked them regarding the speed ng ngpunta ako sa sunshop kasi sobrang bagal. they informed me na Up to 3mbps. i asked kung may cap ba yun and they said na wala. therefore it can go down .0001 kbps. lol

aileen said...

hi. thanks fr dropping by. i feel you. sana ayusin nila yung customer service nila.

*can't updte this post. My lappy needs to be reformatted.tsk. :)

Anonymous said...

grabe naman.. nakakapanginig naman yan, plan ko pa naman sana kumuha ng postpaid. Hay, mag prepaid na lang muna ako.

Anonymous said...

Last July 13, I went to the sun shop in victory mall to inquire about my renewal of mobile plan subscription and plan upgrade, JEFF, the sun personnel who assisted me told me that I can file my application with them from JULY 15, 2012 onwards. So last night JULY 16, 2012 instead of going home straight after work, I went to SUN SHOP VICTORY MALL (which is reverse way to my home) to apply for the RENEWAL of my PLAN. To my dismay, the SUN personnel named KEN (JEFF is on restday) told me that I cannot yet sign for the application that time and the earliest possible date that l can submit my application is on JULY 20, 2012. I ask him if he can do something about it since I was already there, but his reply is on the negative. I also ask him if there is a manager on duty and if he have relayed my concern to the manager. He said YES that there is a manager and he have already relayed my concern but same with his response, I still cannot submit my application form with them until JULY 20. It was just irritating and a bit annoying how they treat their LOYAL customers, since I was already there; I was expecting that I could be accommodated so my effort would not be wasted. Now I’m already thinking if I will still continue my application with SUN, or should I switch to GLOBE?

Edwin said...

OMG, kakaaply ko lang kahapon.. heheh andito pa nga, I always monitor it if magkakasignal na... I got the pocket wifi yesterday around 8 Pm...24 hours and advised sa akin. We'll see... hehhe :) sana naman magkasignal na agad... :)

Anonymous said...

wow sounds like you had a real bad time with Sun and where you talk about the delay in getting connected i can understand that point i got a Sun broadband package for my sister in-law they had told me it will be connected within 24 hours but yep you guessed it the connection never happened but then again i did have a couple of beers the night before signing up for this package so i may have mis heard the woman maybe she meant 24 days hahaha

anyway we contacted sun by phone and about 5 calls and almost 3 hours of time the connection never happened finally after about 13 days of loads of calls and visits to the store it was finally connected.

i also have a pre-paid sun broadband for my own use in fact we have about 3 accounts with sun broadband in the house

but for me i been having a few problems with Sun when it comes to download speeds the first few months of having my Sun bb was amazing mostly between 1am until 6am i am downloading around 2GB a night but not anymore

my speeds have become really unstable and now i am getting disconnected a lot mostly between the high download speed times 1am until 6am when speeds are high their latest trick is stopping me reconnecting and i am wasting aout anywhere between 5 minutes to 1 hour trying to reconnect and the past few days i now been getting text messages saying sorry there is a problem with your account please call customer service on 200 screw that.

but wait i have noticed a pattern with Sun they are following smart-bro mostly if you are a downloader or a streamer like i am.

they are in fact throttling my service when i was with smartbro i accused them of throttling or shaping whatever the term is now a days customer service said oh no sir we don't do that thats funny then how come my service is back to normal for the next 24 hours every complaint i made with smart-bro followed a reply then normal service again atleast smartbro did something with my complaint even if its only for 24 hours.

but sun broadband i am sure they have my number flagged now so when ever i call them or send them an email they just fob me off with excuses

if you call sun about problems with broadband they tell me to call broadband customer services on 333 try to call 333 and never get a response or at times the number never works so call 200 again lucky to get an adviser to make a report ok sir when we have looked into the issue we will call you back ok i won't hold my breath waitin for that call

i have sent them a number of emails complaing about the service they asked me to provide them with my mobile broadband number or account number my location with landmark modem status light and signal strngth and also screen shots of a speed test i done all that provided them with much details and even more i even given them the Cell towers ID as its shown in diagnostics, when they finally reply normally 2 to 5 days later they will give all the normal crap saying we are sorry for the problems bla bla bla please can you provide us with number location landmark and a set of screen shots of a speed test hang on a minute didnt i already do that.

i have found that sun customer service really sucks and they really don't care about their customers in some sense i don't blame them for being a little unhelpful with their low pay but to be totally useless please give me a break

but lets look at it a little more sun broadband are into throttling but wait why do they have an off-peak hours if they are just going to throttle a customers connection for downloading at off-peak hours they set i in fact asked a few times at different stores why they have an off-peak 3 different customer reps said its for people like me who use a lot of bandwidth because not many customers are normally awake at them hours

sadly i am stuck with Sun but at least Sun is a million times better than smart-bro and Globe

so maybe next time i decide to change my provider i might look for a dial up connection sine most of the time broadband is about as fast as dial up lol

Anonymous said...

I had the bad experience with sun cellular csr too... it sucks!!!!!

Anonymous said...

shocking naman kakaapply ko lng
kakawalang gana..

Anonymous said...

Too bad. I also applied for a postpaid plan last October 24, 2012 hoping to get approved before my globe contract expires on Dec 20, 2012 (I was anticipating a lengthy process that's why I applied on October giving me two months for the application process). Lo and behold, until now (Jan 9, 2013)I am still waiting for the approval of my application. But it doesn't end there. I emailed SUN again and again and they always say that they are waiting for the update from their concerned group. Hay buhay. Nakakainis sila.

Anonymous said...

truth hurts. really bad service. except for the billing cause they so dumb fast.

Anonymous said...

I experienced the same crappy service of SUN's csr. They cut my line within 5 days of reactivation. I was in line 450 at ngbyad ako ng 900 pra mareactivate then after 5 days, of almost not using it bglang ncut.. WTH! I called their Hotline but they could not explain the matter. Sabi lng I already exceeded my credit limit (which is 1500, and to think n 5 days plng nung ngbyad ako ng 900), (sgh).. Sb ko hngi ako nung copy ng billing, sb nla intyn ko dw cut-off, which is another 3 weeks, and another 2 weeks before I receive the billing statement. Hai. I saw the statement already and found out that they charged me for 114 hours of mobile internet! I'll try to fix this in their Sun Shop, and so I wish I will be fortunate enough for this to be settled. BTW, I'm planning to terminate my account, I'm already in my 24th month of a 30-month subscription, plano ko p nmng tpucin to if not for this incident.. Anyway, thanks for sharing your experience, there are plenty others who experience the same poor and irritating csr of SUN..

aileen said...

till now i'm still having issues with sun. Too bad nakalock padin ako sa kanila. Will definitely switch to globe! heheh

Anonymous said...

Grabeeee..nwalan ng network ung prepaid sun ko since yesterday...hindi nmn ako nwwlan ng load, plging may load un..nkakainis lng dhil inaalagaan ko ung # n un tapos biglang mgnenetwork error....grrrrrrrrr

aileen said...

How many years na yung sim mo? I experienced the same thing. I had my sim since 2003. Last 2007, nawalan na din siya ng signal. :)

Anonymous said...

I went to the SUN shop expecting to settle my problem with them but to no avail. Hai, nung pumunta ako "down" p nga ung system.. Anu n bng gngwa ng SUN? are they better off nung d p cla ngmmerge ng Smart? hai..

Anonymous said...

SARAP SAPAKIN NG CSR NA YAN BULLSHIT.AKO NGA KAHIT GALIT NA AKO SA CUSTOMER KO NG SOBRA HINDI PARIN AKO GUMAGAWA NG MGA BAGAY NA IKAKASIRA NG COMPANY.ANUNG KLASENG SUNCELLULAR EMPLOYEE TOO.WALANG BREEDING AT DUWAG.TANGGAPIN NIYO TRABAHO NG BUONG PUSO MURAHIN KAMAN NG CUSTOMER KASAMA SA SWELDO YAN MGA GAGO.TRY TO LEARN AS A MATURE PERSON WORKING IN AN ESTABLISHMENT DEALING WITH CUSTOMERS BEEN FOR TWO YEARS WITH SUN POSTPAID SO FAR WALA PAKO NA ENCOUNTER SA PROBLEM SA TATLONG ACCOUNT KO,ITONG SMART NA LETCHE ANG PROBLEMA KO.

Anonymous said...

try to off your mobile internet para minsan yan nakaopen ng di namamalayan pag dating ng bill doon kayo magugulat na malaki na pala ang bill niyo

Anonymous said...

sa cebu maganda na man customer service wala pa na man ako na eencounter

Josh said...

The charges for the mobile internet is ridiculous, and besides, laging nkoff ung mobile internet ko s phone especially I'm in the office for the matter, tas mgccharge cla nun? tska consumers should not be compelled to pay for the services they didn't even "consume". I'f mobile internet and pguusapan, I think it's better to charge their customers, except those enrolled under "unli", doing a pay-per-use on the basis of downloaded data. In that way, mjjustify tlga n kng ano ngamit(ndownload) mo, un ung babayaran mo.. hai.. But what do we expect, business is business..

Anonymous said...

Grabe! Unprofessional naman niyan! hahaha malamang sun cellular employee iyan kasi sino pa ba makakaalam ng issue na yan aside from the customer? Kaya idetect ng IT nila yan. Dapat irelease nila kung sino man yang unprofessional na yan para hindi siya ma-mistakenly hire ng ibang companies. Wala rin siya karapatan mag-angas kasi may point yung customer. Customers won't rant unless there's really something to rant about. Tangengot naman niyang unpro na yan. lol

Anonymous said...

I used sun for my mobile int. Daig pa yung pagung sa npakabagal n speed. I called and asked refund. Sabi nila invstgate dw. Nabasa q to and now i know paasa sila. Knuha q yung name ng mga reps ksi ang bobo nilang lahat kausap! Parang mga walabg pinagaralan… hindi alam ung isasagot… so now! Pag gnawa nila akin ung gnawa nla sayu ung creating fake accnts pra gumanti… thn ill waste my time pra gumanti! Npka puta ng sun service!

aileen said...

Minsan nakakainis lang talaga silang kausap.

Usually if you ask for a supervisor, sasabihin nila currently on call. They always said that.

Sa mobile internet naman, yes, sobrang bagal talaga. Mura lang kasi 799 per month tapos unlimited pa. yun nga lang pahirapan na manood man lang sa youtube. :)

tessa said...

Hay naku. I stopped calling their hotline# kasi super mga bobo agents ng SUN Cellular. Nag email nlng ako tapos I got a response after 1 week. Super poor talaga yung customer service nila. Nung nag reply na ako sa email na sarcastic dahil sa kanilang "prompt response", AYUN within 24 hours na sinasagot email ko.

They asked me to call their hotline para daw mas mabilis, sabi ko sayang lang oras ko pag tatawag ako.

waste of time and waste of energy kasi nakaka highblood talaga.. LOL

Pepper said...

Great post! Very informative. Did you file a report sa NTC. Ano feedback. Sent my phone for repair last Jan 15 and one month na wala pa din update. I'm thinking of terminating that plan pero I'm afraid na baka i-charge nila ako ng malaki eh defective naman yung unit. The CSR told me na 9,500 yung babayaran pero I can settle it naman daw sa SUN Shop representative. Hay naku! Kung alam ko lang na ganun kalaking abala madadala nun sa iba na lang ako kumuha.

Anonymous said...

Kakabili ko lang ng sun sim last feb 10 tapos nag reg ako sa i50 nila hndi nag work, tumawag ako sa csr nila. Hndi pa dw modified ang profile ko at hndi pa activated ang internet sa phone ko. 48hrs daw monitoring time. So mag eexpire na ung servce ko, sabi ng agent reverse nalang dw nila. Tapos nung feb 13 pa na activated ung gprs ko wala padina ng load. Jan 15 tmwag ako sa csr nila load reversal not possible daw kasi succesful naman daw ang apg reg ko. Hello hndi ba nila alam na hindi ko un nagamit kasi d pa naactivate sa system ang internet sa number ko. Auko na talaga mag sun. Mga agents nila sugapa kung makahold pati hindi nag sosorry. Ang babastos.

Anonymous said...

matagal na akong subscriber ng sun broad band wala naman naging problem.ang pag ka alam ko kasi mahina ang signal ng broadband internet kng ang area nyo malau sa site nila.as a customer sana naman maging humble din tau hinde natin idaan sa init ng ulo mga tao din sila na masasaktan.kahit may kasabihan na customers are always right.madaan din sa masinsinan ng pag uusap sana naman marami na problema ang bansa natin sana magkakaisa tau wag na nating dagdagan pa.mga filipino tau dapat mag tulungan di mag away away para umaasenso naman tau hinde ung nag siraan.mga masakit na salita kailan nyo pagsisihan kng judgement day na?

Anonymous said...

lahat ng network na try ko na hinde naman nila kasalanan sa area po natin.sa sun lang ang pinaka malakas signal dito natuwa ako.kahit anong network ang kunin nyo kng ang area nyo malau sa site nila mahina talaga ang signal as i to say pwede daanin sa usapan wag po kau agad agad na magagalit walang patutunguhan.parang wala taung pinag aralan sa nagyari na pagsabihan agad ung csr ng masasakit na salita mali po un.bati bati na hahaba pa ang buhay

don cayao said...

May problema din ako sa SUn Cell. Bigla nalang nila dineactivate yung account ko. sa maghapon lang e halos 1500 na agad ang bill ko. postpaid gamit ko. Napaka imposible naman na ganun agad yung bill ko kahit mag mobile internet pa ako maghapon. chineck ko bill ko using 205 as of 10:35am bill ko 515.39 and unbilled charges is 169. tapos nung 5pm deactivate na daw yung account ko kasi 2011.29 na yung bill ko. WHAT THE HECK!. kahapon lang to March 6, 2013. Sun Cellular di ako magbabayad ng bill ko ng ganyan. Niloloko nyo lang mga customer nyo.

L. Bernal said...

I agree that their customer service sucks. I opened a postpaid account at their SM Baguio branch and have decided from paying via credit card to via online payments via BDO.

Since late last year, the payments have allegedly not been reflected although they previously before and I was told that the problem was on BDO's side. However, I can't even confirm the status of my payments because their system has been "off line" for the past weeks and so! Grabe. Even over the counter payments can;t be registered into the system so I have to deal with the annoying system-generated texts! :(

rowdy said...

grave talaga yang sun na yan napaka bagal ilang buwan din aq ng tiis sa bundle 799 nila tapos pag pupunta ako sa shop nila irereport daw my pupunta daw etc etc nung ngpa change adress kmi for billing ang tagal tatwag daw mag eemail etc pero ilang buwan wala tapos pinutulan kmi bgla pero monthly naman ako nagbabayad asar punta n naman ako sa shop nila ilang buwan din tiis tiis hanggang magdecide n lang kming ipa putol ung linya suprise nagbayad pa kmi yung bill 4 months n putol un line shaka dumating hahahaha kung ganun kabagal un internet nila ganun din mga tauhan nila

JennieCherr said...

Hi, I just currently had a frustrating experience with Sun Cellular. I'd like to make an Official Demand like creating a Blog/Story like this then I'm gonna ask signatures for the customers who had bad experience.
My goal is for them to improve their service and to atleast consider requests.
Can you please email me if you would like to join. jenniecherr@yahoo.com

Anonymous said...

interesting. thank you for this post I am now decided to have my internet plan disconnected. I dont mean to bash anyone, but yes, i agree, the customer service team of this company is 99% fail. i find it very hard to understand since the Philippines is ranked #1 in customer service to FOREIGN COUNTRIES. Unfortunately, they cannot provide any service at all.

XTN said...

Yes this kinda sucks.. Its almost 20 days (17 working days) since we tried applying for a postpaid line at the sun shop and yet until now. NOT A SINGLE fucking SMS,CALL nor Email. This kinda sucks. Im gonna wait for a month and cancel the application.

PissedOff said...

Hi sobrang inis ako sa sun today since I just loaded 300 yesterday for our trip. 200 converted as unlitext (since my subscription just expired that day) and 100 for unli net for 3 days. After using it flawlessly for a day, biglang nawalan ako ng signal?! So I talked to them to ask if there are any issues with there network. Wala naman daw they just asked me to restart, reinsert, or try using other mobile phone still there is no signal. Take note that this happened to me twice already with my previous sims. Same scenario. same crap. same explanation. kesyo na-damage daw yung sim ko but WTH my phone is new and been performing really great. I also asked them before if they can replace my sim and retain my number kahit magbayad ako pero hindi rin daw pwede. Wala kang option kundi magpalit ng number. WTF how about the load? Dirty tactics? Napaka-unreliable. Kakainis.

aileen said...

hello. Yes, the problem with sun is they don't give you the option for you to get the same number.

Sa globe kasi, they can give you the same number plus yung load na kinain. That happened to my friend when we went to boracay.

Anonymous said...

Hi sun, i hope that you inform your people well regarding your promos and product, i ask them if you have that free tab and wifi pocket but she answered me no, so i get only the wifi, but when i check your website there s a promo.. And when i came back to your store and ask if they have that promo again, they answered me with yes, and i tried to change my subscription but they said it cant be.. So, please please please train your people well.. Thank you

Anonymous said...

TUMAWAG AKO SA SUN HOTLINE REGARDING SA NO SIGNAL NG SIM CARD KO...NUNG UNA AKALA KO MAY INTERRUPTION LANG NG SIGNAL DAHIL UMUULAN AT MAY BAGYO...DAHIL GABI NAWALA YUNG SIGNAL AT NAKATULOG NA AKO NUN AT PAGGISING KINABUKASAN CHINECK KO YUNG CP KO KUNG OK NA PERO NO SIGNAL PA DIN...LAHAT GINAWA KO NA SWAP SIM SA IBANG CP,CHINECK KO NA YUNG SETTINGS OK NAMAN,NILINIS KO YUNG SIM CARD BAKA HINDI NAGKOKONTAK NG MAAYOS PERO WALA PA DIN NANGYARI...KAYA TUMAWAG NA AKO SA HOTLINE NG SUN..,ANTAGAL P NAMAN NILA SUMAGOT...

(phone ringing...)

after 15mins.

(sun agent answering the phone...)

ME :HELLO!

SUN :YES!ANO PO CONCERNED NILA?

ME :BIGLA NLNG PO KASI NAWALA YUNG SIGNAL NG SUN SIM CARD KO PERO PALAGE NAMAN PO ITONG MAY LOAD DAHIL GAMIT KO ITO SA TRABAHO AT OK NAMAN PO YUNG CELLPHONE KO MATAGAL KO NA RIN GAMIT ITO SIGURO MGA 4YRS. NA...BKIT KAYA GANUN?
KUNG MAY EXPIRATION MAN ANG SIM CARD SANA NAKAINDICATE DUN SA PACKAGING NITO HINDI YUNG BIGLA BIGLA NLNG MAG NONO SGNAL YUNG CP. DAHIL MADAME AKONG INAANTAY NA TXT/CALLS NA IMPORTANTE...MAAAYOS PO BA YUN KUNG SA INYO MAN YUNG PROBLEMA?

SUN :MARERESOLVE NAMAN PO YUNG PROBLEM KASO WITHIN 3-5 WORKING DAYS PA.

ME :HUH? AT BKIT NAMAN PO GANOON KATAGAL?

SUN : KASI GAGAWAN PA PO NAMEN NG FORMAL REPORT PARA IFORWARD SA TECHNICAL SUPPORT NAMEN...

(sa isip-isip ko) E DI SANA TECH. SUPPORT NALNG PINAKAUSAP SAKEN PARA DERECHO NA YUNG COMPLAINT KO.


ME :AH GANUN PO BA? OK SALAMAT...


(tinapos ko na yung usapan dahil paulit-ulit lang ang tanong niya at paliwanag ko...)




TANONG KO LANG PO SA INYO,MAY NAKAEXPERIENCE NA PO BA SA INYO NG "NO SIGNAL"ISSUE??? GANUN BA TALAGA ANG SIM CARD KAHIT SA IBANG NETWORK NA KAPAG ANG SIM CARD AY HALOS 4YRS.AND ABOVE MO NA NAGAGAMIT AY BIGLA-BIGLA NALANG MAWAWALA YUNG SIGNAL AS IN NO SIGNAL TALAGA...? O DI NAMAN KAYA AY SUN CELLULAR LANG ANG MAY GANITONG ISSUE???


MARAMING SALAMAT PO SA MGA SASAGOT...

Anonymous said...

Yup! postpaid account ko walang signal!Magkakaron isang araw..then isang linggong wala ulit! Nice huh! promise mag globe or smart nalang kau.mababanas lang kau sa sun.

Anonymous said...

Wala ng pag asa ang sun! Mas maganda wag ng magbayad!

aileen said...

Yes, regarding sa issue ng NO SIGNAL, ive been using my sun sim card since college, after 4 years, dead na yung sim. Lalo na kung prepaid. walang way para maayos yun.

Anonymous said...

Hi,

Grabe tlga ang SUN!! I applied for a Sun Broadband 899 plan last year but I had to move here in NZ because of an emergency. I forgot to inform them about my sudden move kasi stressed tlga ako and daming inasikaso bago ko nakaalis ng Pinas. So they kept on sending bills to my address and the only person living there nalang is my mom who is 70 years old by the way. My mom called their customer service asking them to disconnect the plan kasi wala na ako sa Pinas and the customer service named Lei told my mom that she will do what she can do about this case. I am worried na baka magsend na naman sila ng new bill after reading this. I know na may fault din ako pero wala ba silang system to check kung nagagamit pa ang broadband o hndi tapos naniningil padin sila. Btw, Lei asked my mom na ako daw ang kailngn pumunta sa branch to cancel it..wow!!! nasa ibang bansa na nga diba...and when i checked on their website wala man lang detailed instruction on how to cancel a plan kung ayaw mo na which is wrong. Anyway, do you know how I cancel mine through email? Hindi ko maafford na tumawag sa customer service nila esp because of the long hold sbrang mahal ng long distance call dito.

Geo Zabate said...

Thank you for this.

I had a pending registration for a postpaid plan (PLAN600) and with the continuous rumors I've been hearing about their service support, I'm starting to have doubts.

A week or so ago, I've sent in my registration via online for the plan. I heard from an acquaintance than it takes a month for a postpaid reg to be approved. After that same week, I followed up the mail requesting to have a color specification on the handset I requested , only to be replied that my forms are incorrect/missing something (some auth letter), which could have been mailed to me in a matter of days.

With this and many others who appears to have had a very bad experience with Sun and its support (and response time, and customer experience, and who knows what else)... I come to the decision to back out my postpaid registration.

Thank you for the information people.

aileen said...

For cancellation, what you can do is pay for termination ng Line. Pero kung wala naman eh okay lang, wala naman daw nakukulong sa hindi pag bayad ng line. :)

aileen said...

Geo! Good choice. Waste of money and waster of time sa pagtawag sa customer service nila! :)

Jigs said...

hi aileen grabe pala ang cs ng suncel... I have plan 350 also tapos nainis na ako kasi im paying extra charges na gumamit dw ako ng internet tapos nagcomplain ako ang dami daming sinsabi kesyo dw kausapin ko dw ung si ganito ganyan hassle tapos may advance payment dw na 700 pr maiwasang maputol ang plan ko that i complain bakit? ano to for your company security reason...i over heard the last time na nakapila kami pr magbyad sa sun sa moa ganun din complain nung naunang girl pinagbabayad siya ng advance for the next month...that made me decide na ayaan ko ng macut line ko at diko na ako magbabayad kasi parang lokohan naman ito. do they have grounds to go after you pag di ka na nagbayad actually they already cut my line i think 3 months na and still they call and send me billings but i dont care na kasi inis na inis na ako sa kanila.

aileen said...

im not being bad naman to ask everyone not to pay ha, still its your discretion. Pero kasi, credit card nga natatakbuhan ng iba, what more kung line lang? :)

Anonymous said...

I have a friend before who asked me to configure her sun pocket wifi via internet because there is no signal (thinking I can solve the problem being an IT student hehehe)... I tried to configure the p. wifi then holla! There is a signal already. My mom is subscribe to their postpaid plan and as of this moment they charge her pretty well.. I am not a sun cellular employee nor related to any of their employees. I was once a customer care rep (in an international telco account who have a lot of irate and racist foreign customers) and it is really hard to talk to a shoutng and pissed off customers but if you are well trained you can definitely resolve their concerns. some of the csr's do really have attitudes. the hell with them. hahaha! posts are really helpful for those who is actually trying to have plans in sun cellular. Hopefully they teach their agents how to give exceptional service to company's valued customers. Just try to be on your customer's shoe. Figure out why they are soooo pissed off. and make all possible resolution for their issues.

Anonymous said...

ano po ba ang possible mangyari if ever hnd ako magbayad ng bill. naka 6months locked in kasi ang plan ko. first month ko pa ds month. ang pangit na ng experience na encounter ko. gusto ko ipaputol pro may charge daw, ayaw ko magbayad kasi im not satisfied with their service.

aileen said...

hi,

hindi ko na po binayaran yung line. Again, im not paying for something i cant even use! :)

Im not saying you do the same thing ha. Pero i've had enough.

Wapakels na ko sa line na yun. hehe

Anonymous said...

Hey everyone, isa lang po ang sagot diyan, i-complain po natin lahat sa NTC. Meron pong online complaint form ang National Telecommunication Commission.

Punta po kayong lahat dito:
http://www.ntc.gov.ph/complaintpage2.php

Ako rin po ay magfa-file ng complaint against them. Ilang buwan na po yung issue ko e wala naman silang ginagawa.

chukchakchenes said...

I really agree. Maski yung customer service nila s SunShop bastos at unprofessional. prang inaantok at prang gusto na ako palayasin. At ang pnaka nakakakinis, aabutin ka ng 20-30mins sa queue bago may magpick up ng call mo?!!! memorize ko nau ng kanta jusko lord

Anonymous said...

hindi yata strict ang sun sa mga agents nila and kulang sila sa information, kapos sa training and job orientation. Its either tinipid o talagang mababa ung standard nila sa pagkuha ng employee.

Meron din naman na magaling and very polite kahit nagtaray ka na. I give them a highest score sa mga customer survey nila.

Brylle Lim said...

I had the same experience with you. I subscribed to their plan 350 for about 2yrs. I was happy with the service but when they offered me their bundled plan 899 and i got the pocket wifi & free tablet, dun na nagsimula lahat ng kalbaryo ko sa service nila. First, it took them a week bago naactivate at nagka-signal ang wifi ko. Andami ko pa ngang naantalang trabaho nun. And I wasn't satisfied with their internet connection. Sobrang hina and sobrang bagal. I also had the same crappy convo with their CSR. Halos magtaasan na kami ng boses sa phone dahil antagal talaga ng process nila. Nakakabweset! And then just last year, around November, I was on vacation in Davao. Walang signal dun ang internet nila (i dont freakin know why). When I came back, I got busy with my new job that I wasn't able to pay for my sun bill. the following month, they disconnected my internet as well as the outgoing service. K fine. Tapos nung chineck ko na ang billing statement ko, patong² na charges na ang nakalagay dun. naimbyerna talaga ako! papano ko naman babayaran yon eh umabot na ng more than 6k. Pinagbabayad ako ng monthy charges ng isang bundled plan na di ko man lang nagagamit for 2mos! nakakabweset talaga!

aileen said...

yes, even if they disconnected your service na magpapatong na all charges.:)

Anonymous said...

E mga sinungaling yung mga yan sa Sun shops eh. Sasabihin finorward na sa kung saan man tapos parang paalisin ka na pagkatapos. May ibang shops na mabait naman pero meron tlagang mga di marunong sa customer service, kahit ano sasabihin mapaalis ka lang. Mga sinungaling.

Anonymous said...

You can tweet Manny Pangilinan here: @iamMVP

Maybe he can do something about the crappy service. God only knows what kind of shitty service they have that even the customer service people are providing shitty alibis.

Anonymous said...

Manny Pangilinan is the owner of Digitel and PLDT i believe or he bought them or something. So better go contact him if his company can't deal with the shit their in, or better yet, as what i see posted above, send your complaint to NTC.

Anonymous said...

Punta na lang kayo sa NTC mismo sa may East Avenue malapit, e mukhang wala rin palang kwuenta yung online form nila dahil sa disclaimer. Nakalagay if you wish to pursue the complaint e punta daw ng NTC mismo to submit the filled up form or whatever.

Utang na loob jusko mag-complain din kayong lahat sa NTC dahil abusado sila. Humingi kayo ng danyos o compensation for wasting our time and money!

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