I tried sending a letter to Smart Cust. Feedback, and surprised to receive an e-mail so soon. Here’s the e-mail:

From: customercare@smart.com.ph
To: I WONT POST MY E-MAIL
Subject: RE: Feedback Reference No. 000038743
Date: Mon, 25 Sep 2006 11:00:33 +0800

Dear Sir,

Thank you for sharing your comments and suggestions with us.

We appreciate your gesture of sharing your insights on our broadband service. Your feedback is valuable to us as it enables us to identify areas where interventions are most needed. We wish to assure you that we are committed to resolve all concerns received from subscribers through the different customer contact points and all our efforts to innovate are geared toward sustaining the satisfaction of every subscriber. While resolution may be delayed in some cases due to certain valid factors, our personnel are continuously exerting their best efforts to improve the delivery of service the soonest possible.

We have relayed your message to the concerned department for proper handling. If you have any other ideas that we can work on towards serving you better, please feel free to share your thoughts.

Sincerely,

Reliza Remolin
Customer Care

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Ref No.: 38743
Name: Anonymous User
Age: 18
Gender: M
Reply To: I WONT POST MY E-MAIL
Mobile No.:
Specific on: Suggestion
Customer Feedback: Lately, there had been many bad comments about Smart Bro’s, Especially on this website: http://www.smartwifi.org.ph There should be an action done about it, because if their rants grow, maybe it would become very bad for your company and us users too. Please take care of many of your subscriber’s problems, which include a not-very-technical support, no NAT port forwarding support and peak rates that make Smart Bro’s average speed become somewhere along the 128kbps line. We know you can do it.

___________________________________________________
This communication is intended solely for the use of the addressee and authorized recipients. It may contain confidential or legally privileged information and is subject to the conditions in http://www.smart.com.ph/disclaimer.

It’s a pretty good reply, not like the in-your-face reply the untechnical support guys/gals do. So maybe now you guys can maybe send some feedback directly to smart too, instead of, uhm… planning behind their backs…

Maybe we can start by suggesting that they start a forum, that answers customer concerns and problems especially about setting up NAT for maximum bittorrent efficiency( i use BT to download software too! especially those giant sources for linux :) ), the sluggishness of it sometimes, why sometimes the thing just won’t start, etc.

I haven’t suggested it yet though, maybe some of you guys can, I’m at loss of words right now. Just remember to be courteus, know that you are talking to a real human being with feelings and anything you say has direct consequences, and to know your position relative to theirs. I mean ‘mura’/curses won’t cut it because it will just put them on the defensive, because it’s a personal attack against their humanity. Doing that might get us closer to our goal of a better wi-fi connection, or at least we tried…

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