The
Email Support type of
Customer Service here in the Philippines is really awful. Imagine sending an email with your inquiry, complaint, or suggestion and it'll be sort of a miracle if you receive a reply the next day. Expect a reply within
2 (the earliest) - 4 days. That long huh! Well, at least you'll get a reply.
Some don't even bother to reply... not even an email informing you that they've received your email.
Cebu Pacific has probably the
WORST email support I've encountered. I've sent them some questions on a number of emails regarding my refunds and I received only one email (after a month) w/o much info at all. I sent them other emails but got no more replies. I was wondering if they're like this really. I talked to our foreigner client and he was all praises for their email support. Turned out he sent them an email inquiring about something as well as a favor and he got instant replies and the staff were so accomodating -- of course, since he's a foreigner DUH! Now, you're probably thinking why I didn't just call their office. The answer is that they don't have a toll free number.
You can't just inquire in any Cebu Pacific outlet. You have to call their call center. They only have one number and from where I am, I have to call long distance to be able to contact them.
Worse, their line is always busy. And when you do get connected,
it'll take a long, long time before somebody actually takes your call. By then, my call card has ran out of load. I still have 3 more refunds from them and how much more am I going to spend on call cards before I get my money back?!? With the volume of passengers they're getting from their promotions,
they should at least improve on their customer service.
Aside from Cebu Pacific, I've also encountered a number of sites whose email addresses do not seem to be working.
Malayan Insurance is one... sent them an email regarding the termination of my
Income Protect Policy and I did not receive a reply. Called them up via long distance after
2-3 weeks and talked to a CSR whose voice I can barely hear over the line. Same goes to
National Bookstore regarding my book inquiry. Not even an autoresponder telling me they've receive my email.
Sigh! They should remove their contact us via email feature in their websites, brochures, or contact info.
Citibank's email support usually replies within 2 days. A next day reply is the earliest. Whenever I have questions or complaints, I just send them an email. The downside, I can't normally request annual fee cancellation thru email... Most GT forumers say they call and ask for fee cancellation but I can't do that... that'll be long distance again and it takes a long time to contact a rep also. Now, toll free is back but I lost my phone pin... no use calling toll free when I don't have my phone pin. Gotta find it soon. Other than this, I like their email support. They're very helpful.
Singapore's Fragrance Hotel's email support is also very good. I always get replies within the day. Other hotels took a day or two before replying when we asked about rates and reservations last year.
Victoria Secret sent a reply within 2 hours of my email. Now, that's really good customer service.
Today I've sent an email to another website. I'll be waiting for a reply within the next 2 days. I just hope they'll be professional enough to send me an email with the info I needed.
In terms of customer service via email, Philippine companies are surely AGES behind...
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