Tag Archives: Customer Service

Sun Cellular Kalibo

My Sunday turned sour when my mom sent me an SMS saying she received my billing statement from Sun Cellular, which is really a surprise since what I bought from them is a Sun Broadband prepaid kit.  And by bought, I meant I already paid for it in cash.

So I called long distance to Aklan to clarify and the customer service guy told me to just disregard it.  What?!  Just like that?!

This isn’t the first time I got very displeased with Sun Cellular Kalibo branch’s customer service (or lack thereof).  In October while on vacation in Aklan, I inquired about the said broadband because I needed Internet connection for my work.  I specifically asked their staff if they have a strong signal in my hometown.  They said yes and one of them even checked Google Earth before giving me his assurance.  And so I was convinced into buying that kit.  Though my kit was prepaid, I was surprised when they had me sign an application form.  When I asked, they assured me it was for their file and because I was getting 60 hours (30 hours per month) of free Internet.

After the initial 24-hour activation, the device could not get any signal at all so I called them from my mobile.  The same “Google Earth” guy said he would check and call me but after learning I didn’t have a landline number, he backed out.  Huh?!  Is your customer not worth a few pesos of phone calls?  So I told him I would be the one to call back.  And I did only to be told to just bring the unit to their office.

At the office, I met A who told me they gave me the wrong unit that is why it could not get any signal.  She added they would just replace it with the correct unit but by then, I had enough so I asked for a refund to my purchase.  She said she would check with their manager first and let me know the following day (which in itself is already a hassle since that meant taking the hour-long trip back to Kalibo).  To build up my case, I laid out the following to her:

  • The unit is unused (which she verified).  I bought it only after they assured me that it would work in my hometown but it failed me big time.  And so I missed my online work for a couple of days.
  • It’s not my fault they gave me the wrong unit.  And no, I did not want a replacement unit or to gamble on the possibility that the new unit would work.  What if again it wouldn’t?
  • While there and just now, I noticed their flyer for a trial pack advertising that the buyer can return the kit within 5 days of purchase if s/he is dissatisfied.  Those 2 guys knew my concern about their signal in my hometown so if they really cared about their clients, they would have offered that to me.  But no.  They focused more on their sales talk to close the deal to get their commission.

The following day, A called me and said they approved my refund.  Hurrah!  Though I did not get a full refund (I paid Php1,495 but only around Php900 was returned to me as A said the rest was for the SIM and the “free” 60-hour Internet.), I was glad I got any refund at all and could finally close my unfortunate Sun Cellular experience.

Or so I thought.

Sending a billing statement to someone who not only bought just a prepaid kit from you (and already paid for it in cash) but also did not use (and even terminated) your services?  Oh wow.  That sure is so incompetent of you.