Good Day,
I am writing this letter to inform you of all the inconveniences Converge ICT has done to me. I filed for application of broadband internet online on the 1st week of August. Part of the first few steps is for them to find out if your address/building already has their facility/equipment so they can install. They approved my application after a few days and asked me to pay their installation fee. I paid immediately, the same day I received the message. After a few weeks, I received 2 calls, both to verify my address. One even asked me of someone installed already. This sent a bad impression to me since they, among all people should’ve known the status of the job orders of their customers.
I waited for 2 months. I tried to follow up using their facebook account and email. In facebook, nothing but a robot answered you. I received 1 reply to my email basically asking me to wait some more. I tried calling their customer service hotline. I was the 37th “in line” for someone to talk to me. 1 hour had passed, i was still the 16th caller so I abandoned the idea.
Finally on the 2nd week of October, I received a call asking me to reschedule the installation instead of that same day, because they are running late. No one informed me ahead of time. I didn’t know that i was up for installation that day so I agreed since I am not at home. I asked him if I can pick a date so I can make sure that there is someone at home to receive them. But apparently, different teams handle different job orders per day. So my job order is being passed around to different teams everyday and there’s no way to schedule the installation. I ended up waiting for their call everyday hoping that i’ll be home when they call. Finally, the day arrived when they called and I am available. I was hopeful because I waited for 2 long months for something that they have promised to do in 10-14 days. However upon meeting them, the technician told me that their “facility” does not exist in my condominium. This is very irresponsible. Had I known this from the beginning, I wouldve chosen another internet provider.
So how come my application was approved in the first place? How about the calls to verify my address? They should’ve checked and known by then. It is bad enough to make a customer wait for 2 months without a good avenue to ask for follow up. It is worse to simply assume that someone is available to receive them anyday without a single message in advance. But how can something as simple as cheking one’s address to verify their pressence be so hard? So what was the first few steps for? What were the calls about my address for? They should do something about this.
Currently, I am asking for a refund because I refuse to wait for how many months for their facility to be installed in my building. I am sure that the refund too shall take months. I hope to collect 100% of what I paid. I should be asking more for the inconvenience but this might take even longer. I am very disappointed with how they handle new applications. This is an inconvenience that affects not only my home life but moreso my work.