As long as everything is going OK, I am happy with PLDT. Before Globe existed, PLDT made customers wait months just to install their phone. Competition is best for everyone because it forces standards up and prices down (unless there is peace between competitors so “everyone can make money”).
As an American, I know what PLDT does to its customers would be illegal in America but let me instead compare their “service” to Maynilad. Maynilad will probably love me for this.
Maynilad only charges for water used. They promise water everyday so if there is an interruption in service they offer free water shipped to your house at their expense, so service is not interrupted.
You actually pay less that month because you do not pay for delivered water.
Now, let’s look at PLDT. We are required to pay full price for half or no service. For the past two months my family has made more than 50 phone calls, waited at home for technicians that often do not arrive and I have made trips to the PLDT office. We also continually purchase prepaid services to get the services PLDT is not providing even though they send bills for the full amount ignoring their breech of contract.
If one side of the contract is being violated while the other side is being forced to maintain their end it is “unilateral change of contract” which is illegal. In plain language, PLDT may provide 20 percent service and demand 100 percent payment. Many of us have experienced this.
Before PLDT gets self-righteous about their policy of crediting the account, I want to point out that this is not advertised, NOT automatic, and the majority never get it. My “credit” off my P1690 X 2 months (P3380) given was P396.19 which almost covers my gas to the customer service 3 times. I have spent more than P1500 in prepaid services to get internet at my home via data. And honestly, if we got both months completely free, it does not begin to cover all our wasted time and inconvenience for no permanent repair.
What if Maynilad used PLDT method if your water service was continually interrupted for 2 months?
1. You must buy water from Maynilad or bottled water if you need it.
2. Maynilad sends a bill as if you used the same amount of water as when you had full service.
3. You must pay full bill for water because that is your agreement and you fear penalties.
4. You may receive a fractional credit if you make arrangements.
5. You cannot cancel their service without penalty.
I can be penalized for quitting PLDT to replace with something working because it is a one-year contract. Only I am required to keep my end of the contract. They are not.
I know when PLDT service is working, it is truly a service, but this is a company who has permission to victimize their own customers.
How would you like it if PLDT took its legal contract seriously? Here’s my proposal.
If service is interrupted, PLDT will provide you with prepaid cards or credit until the interruption is repaired. PLDT understands intermittent ON/OFF service is disservice and will render full credit.
If technician does not arrive as promised, PLDT will award you additional free prepaid cards as apology for making you wait and change your own schedule for and will have to do it again.
If you have a lack of dial tone or Internet, PLDT will automatically credit this to your account without your applying. It wants you paying only for service your receive.
You will enjoy free Internet while you wait at PLDT customer service centers.
Does this sound too generous or simply fair?
Would a grocery store make greater profit is you were forced to pay for 12 eggs even though 6 were broken? If it is more profitable to steal from PLDT customers without consequence, sadly it will continue.
If it is unprofitable to deal unethically, ethical behavior will appear.
In America, like most of the world, the only way to create a conscience with big business is kick them where it hurts … the money bag.
A big settlement can make other companies take notice and change before they are also slapped with a class action lawsuit. Some law firm can get rich legally while doing a great service for the country, IF the court is not bribed. Some ambitious or idealistic law firm should see a class action lawsuit as opportunity for justice, righting a wrong.
Suddenly the company that “has no control” finds the ability to control. Large fines imposed by the government inspires resolve. Bribes kill that resolve, but that is another article.
When a nation can prosper with consistent rules, the standard of living goes up. Everyone benefits. It may surprise some corrupt officials that penalizing corruption financially has great profit for the nation on multiple layers. A million little thieves stealing for themselves only hinders a nation’s wealth.
If we can kill drug dealers and bomb a city, surely we can command large companies from stealing on a weekly basis. Honesty is the best policy.
Samuel J Alibrando
[email protected]