(Note: This article was posted also in this website http://www.yugatech.com/blog/?p=132&cp=158#comments & http://p4.forumforfree.com/how-to-get-smart-and-ntc-act-on-your-complaints-vt78-smartwifi.html) and I was encouraged to post it here as well. So here goes:

To all disgruntled Smart Wifi Subscribers:

These are the things you need to do to make your case solid:
1. At the time that you realized that you don’t have any connection, call Smart Service Center (*1888 if you’re a Smart user or 02-672-7277) right away. Jot down date and time of call and person you spoke to. Ensure also that you jot down the resolution that the representative promised you.

2. Do not forget to request for rebate for any service interruption. Again, jot down the time, date and person you talked to when you made the request.

3. If you have decided that you had enough trouble and would like to discontinue the service, go to the nearest Smart Wireless Center to state the request. Check with the customer representative if all your previous complaints are in their records. (In my experience, all my complaints are not found in their records.) So it’s a wise move to keep a log of your complaint calls. DO NOT FORGET TO REQUEST SMART TO WAIVE THE PRETERMINATION CHARGES.

4. Most likely, Smart Wireless Center people will not act on this request since they will forward it to another outfit that really handles this part of their operations. Make sure to get an email address where you can formally state your termination request. Send the email and keep it in file.

5. If you have received no action on this email (give it at least 2 weeks), send a letter of complaint to NTC (ntc@ntc.gov.ph). Also, write in the feedback form of the NTC website regarding your troubles with Smart Wifi.

6. If you have not received any reply from either party and you have ensured that you have documented your case really well, call MS. BRIONES of NTC (02-922-4084). She is in charge of handling Smart Wifi complaints.

7. According to Ms. Briones, she will set up a mediation meeting between Smart Wifi representative and you where complaints will be heard and actioned (hopefull).

I haven’t reached stage 7 yet but I’m documenting all these steps so that all of you guys who are gnashing their teeth and pulling their hair due to frustration will have a more logical way of going about this.

I hope the above helps. Will post any development later. Abangan.

Got a call from one of the Customer Service Officers (Smart 2388) who was most likely given the go ahead to discuss terms with me.

They’ve asked me for another week to process the following requests I made:
1. Termination of service without payment of pretermination charge.
2. Payment rebates for the previous periods of no internet connectivity (Sept - Dec 2005) and full payment rebate of January billing
3. Discontinue billing for the month of February onwards.

When I inquired what triggered them to look into my complaint, the Customer Service Officer said that it’s because NTC forwarded my complaint to them.

So I’ll wait until the 19th to find out if all the above conditions are met. If not, I will proceed with the mediation meeting.

Sorry, been quite busy with work that’s why it took me quite some time to finally post the last update of my case.

Anyway, Smart Wifi finally approved my termination of their services without paying the pre-termination charges. They also sent me a total of about 1,400++PHP rebate for the ‘no connection’ period from Sept. to Dec. and will return the full month’s subscription of 788 for month of Jan. 2006.

I can claim my refund at the Smart Wireless Center in Festival Mall in Alabang (this is the Wireless Center that I initially filed my formal complaint). So based on this experience, I think that the steps I initially recommended are effective. I have also some forum friends in another website who tried the above steps and were able to work out the refund of their installation fee by returning the Smart Wifi canopy.

Remember this guys: Smart Wifi does not want to go into mediation. So try to stay calm and collected and know what you want before you start negotiating with them.

By: Jennette G

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