An open letter to SMART @SmartCares

Hi there,

Let me start by saying I am a homebase - freelancer. At home, we juggle our own time, we choose the job we want, we design our own contract and we work while being with our family.

We are the ones who does not face the computer for facebook. We are the ones who prefer not to battle with EDSA everyday. We are the ones who 
tries to battle unemployment rate by finding work that the government can't provide. 

We also rely to internet providers to complete our projects. 

In relation to this, I also would like to express my utmost disappointment to Smart's internet connection which started August 3, 2014. I was doing a project which costs $300 to be completed in 5 days. To my disgust, I was getting "CONNECT FAILED" error every time I attempt to connect to the internet. 

I was calm, I called customer service at 1 o'clock in the morning waited for more than 30 minutes for an agent over the phone. The representative gave me no reason why I was not able to go online. Got a load (prepaid), registered for a month's unlimited internet, and I cannot use it. I stayed up until 3AM wishful thinking that I will be able to be connected. Unfortunately, no success. 

I was able to browse the internet after 48 hours. Too late. The project was cancelled by my employer and I was not paid. 

The next day, a customer service representative called me to say my bill on my postpaid line is due. Here's a logic: My postpaid bill costs $80. You cost me $300. 

I let that go even though I was registered to the internet at that time, and I was not able to use it for 48 hours. 

I hate calling customer service. Such a waste of time!

September, same thing happens not once but twice. Again, your customer service people didn't help at all. A recorded script: "We will forward this to our technical team..." was the only response they can provide. 

And again, I did not bother to get credited for another, i mean 2 instances of 48 hours lost of internet connection for the month of September. 

These should be refunded right?

From October 1, until October 4, I am getting intermittent signal. Internet connection disconnects every 5 minutes. 

Since calling your customer service hotline is such a waste of time, I use twitter instead. 

Similar to your UNRELIABLE internet connection, your people are UNRELIABLE too. 

They're been asking for million times information via DM which I provided them ages ago. 

I am using my internet not for facebook only. I am using my internet to earn a living. To send my 2 brothers to college, to pay rent and other city services, to pay you guys and I am using my internet to feed myself.

I am spending almost 30,000 annually for smart. These includes my connection, my bill, and my brother's load. In return, I get shitty service.

Smart does not care about customer's. All they care about is stealing their customer's money.