OFW woes with Globe's Kababayan SIM Card » YugaTech

OFW woes with Globe’s Kababayan SIM Card

An old friend sent me an email about his problems with Globe’ Kababayan SIM card when using it in Singapore. He tried to reach Globe CSR to no avail and requested if I could publish his letter here.

Dear Globe,

I noticed in your website under Globe Postpaid Value Offers and Globe Prepaid Value Offers that your International Text Offers for P1 Globe to Singtel PREPAID Mobile Intâ€™l Text is still in effect as of 1st April 2008. Let me clarify now that all Globe Kababayan subscribers in Singapore are Singtel PREPAID subscribers.

Please explain why my friends are being charged P15 for every text they send to my GLOBE KABABAYAN prepaid number here in Singapore. Furthermore, I just came back from my 2-week vacation from the Philippines and used a postpaid Globe mobile to send quite a lot of texts to my Globe Kababayan friends here in Singapore and I am horrified to look at the next bill.

I know that an SMS was sent sometime around 15 March informing Globe subscribers that the P1 text to SINGTEL promo has ended and I immediately made a call to your Customer Service to clarify whether this applies to texts made to Singtel Globe Kababayan as well and was informed that texts to Globe Kababayan are still at P1. Unfortunately, I could not recall the agent I spoke to nor the exact date I made the call. My best guess would be somewhere between 14March to 18March from 12pm to 3pm. If that call was recorded in any voice recording device, you can verify it from there.

I also know that you have a new promo found in your Globe Kababayan website which only applies to Globe Prepaid subscribers. This is conflicting with the (incorrect) information given under the Globe Prepaid Value Offers in your Customer Service website.

Finally, what options do postpaid subscribers have for texting to Globe Kababayan subscribers in Singapore if the Globe Postpaid Value Offers section in your Customer Service website is also incorrect?

I am looking forward to your answers. I know that it is already hopeless to expect refunds for those charged with P15/text for sending texts to Singtel Prepaid Globe Kababayan subscribers here in Singapore but I would appreciate some clarification. I am still not keen on switching over to Smart Pinoy (never was a Smart fan) as I have been comfortably using your Globe services for a decade. Please donâ€™t disappoint me now.

Thank you.

Regards
Chester

P.S. My friend Yuga can help you get in touch with me. I have decided to clarify the matter with you since my previous experiences with Singtel’s customer service were horrible. And it’s the Globe subscribers that are getting affected really.

I have several Globe Kababayan SIM cards with me here given by Globe before. They come in pairs — one for the OFW and the other for their relatives or love ones in the Philippines. The Kababayan SIM card promises cheaper international SMS rates compared to standard roaming rates by most telcos.

Abe Olandres

Abe is the founder and Editor-in-Chief of YugaTech with over 20 years of experience in the technology industry. He is one of the pioneers of blogging in the country and considered by many as the Father of Tech Blogging in the Philippines. He is also a technology consultant, a tech columnist with several national publications, resource speaker and mentor/advisor to several start-up companies.

https://www.yugatech.com

55 Comments

kates says:

17 years ago

So, that explains why my wife complained about her globe bill was way over of what she usually pay. Hmmm. I think I’ll go buy a Smart partner Sim here.
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kid says:

17 years ago

i also have the same concerns as chester. there has been no real clarification with regards to this. there was also a time when my girlfriend was charged the international text rate even before the announcement was made.
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chester says:

17 years ago

Response from Globe:

Dear Chester,

Good day!

Your concern was endorsed to us for handling. Please allow us to address your queries accordingly. We would like to apologize for the misinformation relayed to you by one of our customer service representative regarding the Globe Kababayan sim. As you know the Globeâ€™s promo that charges Php 1.00 per text message sent to Singtel subscribers ended last March 17, 2008. Please provide us the handyphone number you used when you called our Customer Service hotline. This is to verify the information relayed to you by one of our customer service representative. Also this will ensure that we render proper coaching for the Customer Service representative who handled your inquiry.

We would like to thank you for bringing this to our attention. Please be advised that have done necessary corrections to our website. However, for Globe postpaid subscribers please wait for further announcements regarding the promos concerning Singtel.

Should you need further clarifications please feel free to reach us through this medium.

Thank you very much for your continued patronage of Globe.

Respectfully,

Divi Vocal

Globe Customer Service
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Abe Olandres says:

17 years ago

Hi Ches! Good to hear you got a fast response from them. ;)
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ChrisMo says:

17 years ago

I still feel Globe has the best Customer Service in terms of handyphone and broadband…

I hope this issue is resolved, I have to tell a lot of relatives about this… Thanks!
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andre says:

17 years ago

curiously, the reply to chester didn’t indicate why they are now charging P 15 per text from a Globe phone in the Philippines to a Globe Kababayan user in Singapore. hmmm?

parang walang nalinaw ah :P
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chester says:

17 years ago

Thanks Yuga for helping me reach them. It just goes to show how big your influence in the industry is.

I am not concerned about the costs I personally incurred but I was embarrased towards those whom I assured that it is still ok to text Globe Kababayan users in Singapore.

I am also concerned about unsuspecting users getting hit similarly. Particularly those with postpaid accounts who are in for a big surprise when they see their next bill.

They should also have sent the announcement to Globe Kababayan users since they are the ones who can inform their loved ones about the changes. In fact, it is more efficient to inform 10,000 plus(?) Globe Kababayan subscribers in Singapore as opposed to informing the entire Philippine Globe population of whom only a small percentage send texts to Globe Kababayan users.
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chester says:

17 years ago

Just an update. Globe has not failed me yet.

From: Globe Telecom Customer Service [mailto:cust****@****.***]
Sent: Monday, May 12, 2008 12:14 PM

Dear Chester,

Greetings.

We wish to apologize for the length of time it took for us to respond. We have retrieved the call you made through our hotline. We have verified your claim as well. In line with this we wish to inform you that you we have already processed the adjustment for the handyphone number xxxxxxx which you used. Kindly expect the adjustments to reflect in the next billing statement. Please accept our apologies the inconvenience that this has brought you. Rest assured that we have called the attention of the people involved. Trust that we would ensure proper coaching for our customer service representatives to avoid such incidents in the future.

Again our apologies and thank you for your continued patronage of Globe.

Respectfully,

Divi Vocal
Globe Customer Service
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jany says:

17 years ago

hey guys! i have been calling globe’s customer service hotline and everytime i get a different sms rate!!! its crazy and i’m getting upset at how inefficient they can be.

does anyone know how much it really costs for globe postpaid subscribers to my friend in singapore who uses the kababayan sim card?

any reply will be greatly appreciated!

thank you in advance.
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JESS says:

17 years ago

STILL, PLS EXPLAIN WHY GLOBE IS CHARGING 15 PESOS FOR A PH TEXTER TO A KABABAYAN SIM IN SINGAPORE, ALSO IF I BROUGHT K SIM IN USA HOW MUCH IS THE CHARGES TEXTING A KSIM IN PH ?
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