Poor follow-through and tardy issue handling - Consumer Complaint for Converge ICT Solutions Inc.

10-21-2020.
I lost internet connectivity due to an LOS problem (loss of service) which was excacerbated by a previous LOS issue. Cable broke and was given a band-aid fix by simply clasping together the disjointed cables. The issue went back after strong winds blew that day. We immediately opted to send am email and create a support ticket with them. A ticket number was created but the response was god-awful and bysmal. After an hour, We only got an acknowledgement, asked for troubleshooting and after we replied, there was no response after that within the day. The first ticket number was 003602096


10-22-2020
Next day, having no trust for their email support and me wanting to avoid in calling in to tech support over the phone, as i could easily lose 100 pesos in a single interaction, i opted to lineup and look for someone to talk to in their regional office, just to find out that they had no physical tech support and that they would just have me call with their people through their bat phone. So i did and got a ticket anway. I demanded that they make sure they have someone come over since it would be three days of no internet by that time and we just paid our bill.
They gave me a new ticket number so it goes to a regional team so the previous ticket number was already void.
003616277



10-23-2020
The next day we were hearing from no one. Almost 12nn and we hear or see no signs of anyone contacting us. We called back to check up on them. Gave them our ticket number and asked for the technicians to be paged. We stressed our need for an onsite repair already especially we work from home and our livelihood is being affected. We ended the call on a good note and we hoped for the best after that. However the day ended with nothing happening.

10-24-2020
Then the next day came, before 12nn we went back with them and asked what happened to our service. The representative said the someone attempted to contact us the previous day at 3pm but we were not picking up. I was on my phone the entire day and no one called. Both my numbers, no one reached out. But I asked why no one came to our address anyway. They knew where we were. So we demanded that they get back to us immediately. The rep however said that it won't be until "after lunch" until they get back to us. But I didn't want to have that. If the dispatch team can't do it now, have someone in who can. Call ended while I was put on hold as i lost all prepaid airtime of 200pesos for that entire interaction.

I waited the entire day. Still no one came. I loaded 100 pesos to my prepaid phone again to follow up, talked to an agent, gave her my ticket number, asked for the technicians to be paged, put on hold, only for the call to be dropped. I used up my entire 100 pesos for that entire joke of a call.

The day ended without me getting service. It was a saturday. And now is a sunday and I'm yet to expect them to come over til monday. This is a complete joke of customer issue handling and they need to step up.

I work from home and my livelihood is affected. We are serious with our respective jobs and the people at converge should be too.