Smart Bro Wireless Broadband is a Big Disappointment
Very Bad Signal and Service In the Province
This is a rant against Smart Bro Wireless Broadband, however, the spirit of fair-play I would like to make it clear that I have no problem with their services in my Manila office. I’ve been using this ISP in my Manila office for two years now and despite some minor problems, it has been generally good.
In my residence however, it is a totally different story. I am not exaggerating but to me it is like a total disaster and this is the reason for this rant. It was a big mistake when I thought they could give the same good service outside of Manila. I live in San Pedro Laguna and sad to say Smart Bro has totally disappointed me as far as their Wireless Broadband services in my place is concerned.
Very Slow Connection
I decided to subscribe to Smart Bro Wireless Broadband because I have no patience with slow dial up connection. But alas, the high speed connection that I was expecting was never delivered to my home by Smart Bro. We’ve been suffering from Smart Bro’s extremely slow connection for 10 months now. It has never compensated the money.
I’ve been paying them. We can only get faster internet speed during midnight. Does it mean we have to stay awake till past midnight all the time so that we could get faster internet connection? What kind of Broadband service is this? Indeed Smart Bro Plan 999 wireless broadband has disappointed me to the hilt. I made a very big mistake in getting their services.
Smart Just as Bad as PLDT
I should say this is the worst experience I have ever had as far as internet wireless connection is concerned. It takes forever before a web page is loaded and worse, reporting this problem to their Customer Service Hotline is just as big an ordeal. If they are very poor in internet connection speed they are just as poor in attending to the customers’ phone calls! It also takes forever before they answer the telephone.
Smart Bro is just as bad as their sister company, PLDT in terms of attending to their customers. There were times; I had to just put down the phone for I could no longer bear the wasted time. Imagine the 40 to 50 minutes of continuous ringing but nobody was attending! this is an extreme test of patience and a great ordeal.
Very Bad Customer Service
One time I was able to successfully get through their customer service hotline after about 45 minutes of waiting. When I was finally able to talk to a customer service representative he has nothing to say but sorry. Sorry is all that he could say and was trying to console me by saying that they are already doing something to solve this long time issue. Well, I was not at all consoled.
Pre-Termination Means Paying The Entire Contract No Matter How Bad Their Services Are
At any rate, after my complaint they sent people to fix my antenna. For two days, the connection got better but on day three the same problem re-occurred and up to this writing it has not been fixed yet. Out of exasperation, I thought it would be better to terminate their services. So, I dialed their customer service line 672-7277 and patiently waited for 40 minutes before my call was attended by a CSR.
I told him about the same problem and my intention to terminate the services. But my temperature rose to the highest degree when I was told by that CSR that if I opt to pre-terminate the contract, I have to pay the remaining two months to complete the whole year of subscription because my contract with them is for a year.
With this I was not able to control myself so that I told the CSR these words "YOU MUST BE STUPID! I'VE BEEN PAYING RELIGIOUSLY FOR SERVICES THAT WERE NEVER DELIVERED TO ME SATISFACTORILY AND YOUR INABILITY TO DELIVER LED ME TO DECIDE ON PRE-TERMINATING BUT NOW YOU ARE TELLING ME I SHOULD PAY FOR THE REMAINING TWO MONTHS!"
The CSR was for a while dumfounded and all he could utter was “Ma’am please don’t call me stupid!” My words were indeed too harsh and I felt quite sorry. The man on the other line is only a CSR and he was only repeating what was being fed to him by the Smart Bro Management. But in a way, I thought it was good that I said those strong words so that it could reach the Smart Bro Management in one way or another.
They Will Not Cut Services Even If you Don't Pay
Well after that conversation with the poor CSR I decided not to waste time calling them again. I knew I have all the rights to dispute this matter but I found it such a waste of time to talk to them again. The best thing is not to pay the monthly bill so that they will cut the services themselves.
But the worse part is they will not cut even if you don't pay your bill. They will keep the connection even if they know you are not paying anymore because they want you to be indebted to them. They will also keep sending you bills. If you keep not paying, they will send you demand letter and if still you ignore wait for a letter from their Lawyer.
Don't Be Afraid, Don't Pay For Services Not Delivered
Receiving demand letters and then finally letters of warning from their Lawyer does not mean you should pay. Why would I pay for services not delivered? I have repeatedly complained but no improvement ever happened. They should admit they have no sufficient facilities to improve their services and they should rather just close their business rather than let the customers suffer. It would be so stupid to pay for on and off, and very slow connection. No way! If they would sue me then I would sue them back.