Another Globe Customer Service Conversation

Actually, it’s another 3 conversations due to constant disconnects. Having a few spare minutes to waste this lovely Saturday morning, I decided to engage Globe Customer Service and follow up on the javascript that is being inserted into web pages. Globe Customer Service is, for the most part, extremely patient and very friendly but I must say, they are absolutely clueless. This is evident from the conversations below. I had no service complaints until I got towards then end [and I was frustrated from constant disconnects] and I had to INSIST on a phone number for customer service. You’ll find it at the bottom of this page.Globe Tattoo Disconnect

To give you a brief summary, Globe Customer Service knows nothing about the javascript issue that is plaguing all the users. You have internet so there must not be a problem, right? Suffice it to say I’m content only because I’ve managed to get around the issue as I’ve described in my web posting ‘Circling The Globe‘.

Welcome to Globe Chat Assist. Your chat session will begin shortly. Feel free to begin typing your question.
You are now chatting with Charmaine
Charmaine: Hi jon! how can I help you today?
Jon: Hi Charmaine, I just have a couple of questions regarding my tattoo
Jon: 1st question: What is Globes refund policy during outage situations?
Charmaine: about that sir it will be subject for investigation
Jon: Ok, when those situations occur, how do I file a response and what information do I need to submit (and to whom)?
Charmaine: sir may i have your tattoo number?
Jon: There’s been several occasions when I connect with great signal but get zero data transferred and I lose my pesos.
Jon: 091xxxxxxxx
Charmaine: thank you for that sir. for the refund sir for the tattoo that you have been charge but you didnt use the connection
Charmaine: you can infiorm that sir here in chat but then i will transfer you other department to make a proper report for that
Jon: Thank you Charmaine.
Jon: 2nd question:
Charmaine: okay sir.
Jon: Can I request that Globe stop loading their javascript onto all my pages?
Charmaine: you mean sir in your tattoo also?
Jon: Yes, my tattoo. Globe loads javascript onto all web pages forcing the user to have compressed images.
Jon: Compressed images download faster but they are very ugly. I don’t want ugly images.
Charmaine: okay sir may i ask for the browser that you are using?
Jon: I’ve used Firefox & IE both.
Jon: Mostly firefox.
Charmaine: okay sir what is you other browser still the same?
Jon: Yes. The problem is in both browsers. I’ve also tried different Globe Modems on different computers. The following Javascript is loaded onto all web pages:
Jon: <script type="text/javascript">function FN_IR_load(){var script = document.createElement('script');script.type = 'text/javascript';script.src = 'http://62.0.5.128/irscripts/imgreload.js';document.getElementsByTagName('head')[0].appendChild(script);}var FN_IR_loaded = false;if(document.images.length > 0){FN_IR_loaded = true;FN_IR_load();}</script>

********At this Point Charmain inquired about what browser I was using and ultimately she said she’d get back with me and our chat session disconnected. This actually happened multiple times to me. The biggest problem is that FireFox would lock up when their pop-up came on and said “You’ve been disconnected. You can hit the ‘Ok’ button but it just returns. Score one point for the Globe Website Developers! I’m persistent. I reconnected.

Welcome to Globe Chat Assist. Your chat session will begin shortly. Feel free to begin typing your question.
You are now chatting with Cha
Cha: Hi Jon! How may i help you today?
Jon: Hi cha. I was previously speaking to Charmain but got disconnected…just one question I’m trying to answer
Cha: i apologize sir
Cha: may i ask for your specific concern?
Jon: How can I get the Javascript to stop loading on all my webpages?
Jon: The javascript that Globe puts there….
Cha: may i know the account number and the name of the account holder?
Jon: sure.091xxxxxxxx
Jon: My name is Jon Kokko.
Cha: sir is this for globe tattoo?
Jon: Yes.
Cha: thank you for the information sir
Cha: just to further verify your concern, may i ask what javascript are your pertaining to?
Jon: This one:
Jon: <script type="text/javascript">function FN_IR_load(){var script = document.createElement('script');script.type = 'text/javascript';script.src = ' http://62.0.5.128/irscripts/imgreload.js';document.getElementsByTagName('head')[0].appendChild(script);}var FN_IR_loaded = false;if(document.images.length > 0){FN_IR_loaded = true;FN_IR_load();}</script>
Jon: It is loaded at the bottom of every webpage using a Globe Tattoo modem.
Cha: can you browse sites sir?
Jon: Yes. No problem.
Jon: But that javascript forces the browser the use compressed images.
Jon: Compressed images are ugly. I don’t want ugly images on my webpages.
Cha: okay sir
Jon: To be clear: I have tested this on multiple computers using multiple modems and also comparing to SmartBro. It is Globe that is loading this javascript.
Cha: okay sir
Cha: do you made any changes in your settings sir?
Jon: No. My settings are ok (as is my computer). I’m a network administrator for a living 🙂 Again, that’s why I tested this on many different computers with different modems – so I could confirm the issue.
Cha: alright sir
Cha: kindly stay online i just need to clarify some information regarding your concern
Jon: Sure.
Cha: thank you sir
Cha: kindly stay online sir

DISCONNECTED for one minute before reconnecting…….

Cha: sir just to verify, are you experiencing this in all sites?
Cha: Hi jon, I have not received a response from you. Are you still there?
Cha: Hi jon, not to rush you, but I have not received a response from you. I’d like to ask if you still need help with Globe’s services?
Jon: It appears I was disconnected for a bit
Cha: okay sir
Cha: may i ask if you are experiencing this in all sites?
Jon: Yes, it loads on all sites except https websites (those are ssl encrypted and Globe can not load it there)
Jon: I believe there may actually be ONE site that I haven’t seen it on. Otherwise, it shows up on Google, CNN, etc….
Cha: sir may i ask did you try reinstalling the device?
Jon: Been there done that. Again, this is an issue on multiple different computers belonging to different people (using their modems).
Jon: It’s also being discussed highly on the internet at places like: http://www.philmug.ph/forum/showthread.php?p=810819
Jon: I promise, it’s not just me 🙂
Cha: okay sir
Cha: kindly stay online
Cha: i just have to check information to assist you
Cha: sir i need more time to look on details i need to better assist you. can you give me two minutes?
Jon: Of course.
Cha: okay sir
Cha: sir may i ask since when you experienced this problem?
Jon: Since I installed Globe Tattoo…
Jon: Again, this only happens using the tattoo modem and other uses on the internet are having the same issue…
Cha: i apologize sir
Cha: sisr may i ask when did you purchase the tatto kit?
Jon: I understand WHY Globe is doing it, it makes downloads faster. The problem is that compressed images are ugly..
Cha: tattoo*
Jon: I’ve purchased several…the last one was just a few months ago
Cha: Ok sir…

Disconnected AGAIN!! This time I was unable to reconnect to their chat at all for about 6-7 minutes. At this point, I’m frustated as hell. I know Customer Service isn’t going to solve this issue, I just wanted to see what their ‘official’ response is on the problem (and yes Globe, it’s a problem).

Welcome to Globe Chat Assist. Your chat session will begin shortly. Feel free to begin typing your question.
You are now chatting with Niko
Niko: Hi sir Jon! How can I help you today?
Jon: Hi Niko…I was speaking with Charmain…the Cha….and now yourself :-S
Jon: I’ll keep it simple…
Niko: I apologize for that sir jon.
Jon: Is there a telephone number I can call for customer service?
Niko: Before we proceed sir Jon may I know the Account Number?
Jon: I need an accout # to get a customer service phone number….? ok…091xxxxxxxx
Niko: your Account Number sir jon.
Niko: you can also provide the Account’s Name.
Jon: Jon Kokko
Jon: I just need the CS#. Solving this issue online is impossible with continual disconnects.
Niko: May I know your location sir jon?
Jon: Currently on Panay.
Jon: Near Iloilo.
Niko: Sir Jon just to clarify do you have an existing account in Globe?
Jon: Yes, I’m a globe tattoo user. Niko, I just need a customer service Telephone number so I can speak with someone directly.
Jon: ..
Niko: sir jon may I know your Globe Number?
Jon: Again Niko, I just need a customer service telephone number for Globe so I can address my issues directly and not deal with these constant disconnects that I experience online. Is there a customer service telephone number you can provide me with or not?
Niko: Sir Jon, The customer service hotline is 02-730-1000.
Jon: Thank you very much Niko.

As you can see, Globe does *not* like to give out their telephone number. Phone calls are much more expensive for them than chat sessions. Everybody having this problem should call Globe Customer Service. Maybe if they feel it in their wallet they’ll do something about it.

5 Responses to Another Globe Customer Service Conversation

  1. Markin Gomez

    September 6, 2010 at 12:58 pm

    What globe should do is provide customer service supports a PC+globe tattoo in that way when they encounter the same problem that their customers are experiencing, they’ll either have an answer or a clue to what’s going on.

  2. gb_jasty

    October 17, 2010 at 10:34 pm

    where can I find my account number in GLOBE?

  3. Jon Kokko

    October 18, 2010 at 8:50 am

    Your account number is the phone number on the sim. I forget since I haven’t used it in awhile but I believe you can find it under diagnostics. The quick and dirty way is to send a text message to a different phone!

  4. Rich

    January 12, 2011 at 9:13 am

    I just experienced the same thing with munged javascript (it breaks the WordPress lightbox plugin) your article saved me much head-scratching, thanks for publishing it.

    I’m learning that both Smart and Globe suck in pretty much the same way.
    Smart use some sort of horrible transparent proxy that seems to get its DNS updated once in a blue moon. Smart also seems to be on every malware domain list going. I keep on getting captcha’d when attempting to browse the most mundane things.

    I’ve got to the stage of getting someone to check the weirdness I notice from the UK or the US before attempting to rectify anything using either Globe or Smart 3G sticks.

    I’ve also been experimenting with TOR, or a VPN back to the UK – but both are *very* slow. Useful in a pinch though.

    Thanks once again.

    Rich

  5. Jon Kokko

    January 12, 2011 at 6:38 pm

    Thank you for the thank you; a blogger’s delight.

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