Dear Converge,
My name is John Philip Espiloy and I represent and oversee the Converge application of Mr. Ferdinand A. Espiloy, my Father. His given Converge account number is 0020230858065 and the reference number is SS-06-1141251. We applied for a connection since June 2020.
I would like to file an incident report regarding the non-responsiveness of your subcontractor Fastel Services Inc. specifically Mr. Gary Jenandoy. Allow me to narrate what transpired this afternoon.
Between 1:30PM to 2:30 PM, saw Mr. Jenandoy on my way out and approached him if he was from Converge. He acknowledged and I politely asked him if the application of Mr. Espiloy is on the list and he replied that the name isn't in the list. He said I go to his teammate and ask it him.
When I approached his teammate, the said personnel told me that the list was with Mr. Jenandoy. I went back to Mr. Jenandoy again and when I approached him he mentioned my father's first name and told me that there was a problem with our home address from their list. I showed my Mr. Jenandoy the copy of the proof of billing which bears the same address that we have submitted to Converge two months ago. Mr. Jenandoy just brushed off my explanation and told me that he needs to confirm first with their dispatch. I asked him if he may call and inform the dispatch but he said "may ginagawa pa kami". I understand this and I offered to him that he give the number so I may coordinate with the dispatch. Mr. Jenandoy refused and said "mapapagalitan daw sila". Again, I asked him to whom shall I coordinate with Fastel directly so they'll be informed immediately on the error. Again, Mr. Jenandoy refused. I called Ms. Rowie, the agent that I transacted from the start of the application, and she asked me to get the number of Mr. Jenandoy so her Operations Manager may speak with him, and again, Mr. Jenandoy refused to give his number.
I don't know what the standard service of Converge when dealing with their contractors. I u derstand that there is an error in the printout that's in the list of the installer but why should the installer withhold the information and doesn't relay it to the main office immediately? They Job Order was already there and its only a clerical error that needs to be verified so the installation would push through but instead of the installer relaying the error to his superiors, I was treated with a cold shoulder and was sarcastically told that "may ginagawa pa kami".
It's okay for me if they'll call their office and tell me that they have relayed it but instead, they just brushed me off. Do you know how it feels like to wait for more than two months and even prior to that to wait for more than 3 weeks while you were informed that within 10 days the installation will be completed and finally that when you saw your name in the Job Order, it will not be installed because of an error which didn't come from our end? To make things worst is to have these bunch of installers who doesn't understand and just brushed off the issue.
Also, I thought your "representative" will call for the installation? Why didn't your representative called?
Later in the afternoon, the team member of Mr. Jenandoy called FOR me and asked me to sign a document. In the document, it says that the reason why I was not installed is because of the error in the address. He said "...Report po ito Sir na pinuntahan namin kayo pero hindi po kayo na-installan kasi walang interior ang address nyo". After the continuous pleading I made from them to call their office to inform them about the "supposed" error in my address, they want me to sign a report about that? I have no problem signing that report if:
- Protocol dictates and I was informed in the email that "a representative will call me for the installation schedule"
- They informed their office immediately on the "supposed" error and it was relayed back to me what remedies can be done to rectify this.
Given the above items, I corrected him and told him that "first of all, hindi kayo ang humanap sa akin. Hindi kayo tumawag sa akin. Ako ang lumapit sa inyo kaya hindi nyo pwede sabihin na pinuntahan nyo ako..." He responded by saying "yung kasama ko (referring to Mr. Jenandoy) may hawak ng phone sir. paano ito, refused to sign kayo sir?". I told him "Sa mata ko at sa cudtomer ninyo iisa lang kayo. Converge kayong lahat. Hindi kayo tumawag sa akin then sasabihin nyo pinuntahan not ako." He replied by saying "paano ito Sir, refused to sign po kayo?". I responded by saying "ikaw bahala".
You see, if they really intend to work with their Job Order, Mr. Jenandoy should have acknowledge in the first place the name of Mr. Espiloy from the list he was holding. Maybe he didn't intend to do it and let's give him the benefit of the doubt. But why when I was pleading for them to call their office to check the "supposed error" in address, he refused to do so? Will it hurt to dial in and do this? Again, I have waited more than 2 months for this to be installed and when finally I saw the name in the Job Order, they want to delay it by not relaying it to their office? They literally withheld the information! Also, there is a conflicting statement here. Isn't that a representative from Converge is to call first? I believe that representative is Mr. Jenandoy and he didn't called us up but instead would just show in your door and tell you that your connection will be installed today! Viola!! If no one informed us about the connection then why am I to sign a report saying that they visited my place etc etc wherein that was the opposite?
With this time of pandemic and Converge as a company who is in the communications business, fast, reliable service and unwavering commitment should be part of the company's values. The incident today should have been avoided if the people you sent to represent your company are courteous, respectful, transparent and are willing to go the extra mile for your customer. If they would have just relayed to Fastel Service Inc and to Converge the supposed error and from that onwards have assured me that it will be taken care of, I wouldn't have written this complaint/incident report. Instead, they wasted another day and another day was added to my long wait for connection.
I don't know if this is true, though beofre I chose not to believe but with this experience, I think I can say that it might be true. I was informed before that the delay of the installation is not entirely due to the pandemic but to the delay caused by manpower. That instead of closing a require number of quota, a group of personnel delayed it at will therefore stretching the number of days deviating to the defined timeline. From what I experienced today, the installation should have proceeded since our name is already in the Job Order. However, they chose not to call us so they'll report that they were not able to finish it and be back another day. It was only a coincidence that I inquired directly and found that we are on que in the Job Order but without me having to check on that, I'll still be waiting.
I hope I'll get a response on this.
Regards,
John Philip Espiloy