Thursday, August 17, 2006

An Open Letter to the Management of Smart Communications, Inc. on SMART BRO

Dear Sir/Madam:

We are some of the subscribers of your SMART BRO Wireless Broadband Internet Service.

We all experience similar and recurring problems with your SMART BRO. Everyday, we experience intermittent signals and we cannot get continued internet service. Although there were some days that the service is disrupted only about 20% of the time, the disruption is often more than 50% of the time. There are days even that we cannot receive any service at all.

Many of us are planning to discontinue our subscription but we are still hoping that you will improve your service. We are sure you know that we cling to this hope mainly because we are subject to a hefty pre-termination fee once we discontinue our subscription!

Meanwhile, when we contact your customer service numbers to complain, we were answered by your customer service staffs who seem not aware of the problems that we encounter. Please understand when we feel disrespected by your staffs who try to sound as if our bad experience is unique and isolated when we are sure it isn't so.

You may please note that our experience is the exact opposite of your ongoing advertisements which promises among others “Anytime, Always on, unlimited Internet Access”. Our experience is better described as “Sometimes on, Sometimes off, Intermittent Internet Access”. Your wireless broadband service is "Disgusting" rather than "Amazing". Therefore, it is not only our satisfaction that is at stake here but your corporate integrity as well.

We therefore hope you will find a way to inform us of what you are doing to correct the situation and how soon improvements will be realized. In the meantime, if you still have not done so, we suggest you reimburse our payments for days when your internet service is disrupted. Also, kindly wave your pre-termination fee for those subscriber who opt to discontinue their subscription.

Finally, we also suggest that you taper down your advertisements to avoid further insulting the unsatisfied subscribers that we are.


SMART BRO Subscribers

No comments: