An Open Letter to BayanDSL and to Lola Techie

Dear BayanDSL (and to Lola Techie na rin, hope she can help. heheh)

I have been a happy customer since the day you installed the service at our apartment along Quezon Avenue in front of BPI Biak-na-Bato. The rains came and went. The floods came and went. Your service went away on October 3, 2009 and somehow it didn’t find its way back. That’s right, more than two weeks after the havoc inflicted by Typhoon Ondoy, our telephone does not have a dialtone yet. Not even static. Nada. Kaput! The Internet? It’s busted! Sure the router’s working fine but there is not Internet connection!

We have called your customer service almost every other day asking when your service will be brought back to normal. All you can say is “sorry we apologize.” “Repairs are ongoing.” “We will expedite this matter.”

Sure, we accept your apologies. Sure we understand that Ondoy is an out-of-the-ordinary typhoon. But I seem to remember that I am in Quezon City and that the Bayantel Center in Roosevelt Avenue is just less than three kilometers away. Why can’t you give us a concrete time-frame when our phone line and DSL will be fixed?

Here are my grievances:

1. You are a communication company. Do you have a map and the schedule of the areas and places where service is to be restored? Do your service contractors communicate their repair routes to you?
2. If you do have such a map and such a schedule, do you share it with your customer service representatives?
3. Subcontracting the repair work to third party service agents is fine as long as they can deliver the agreed service level to your customers. But somehow, we are kept in the dark how long the repairs in our area take.
4. Yes, I understand, there will be rebates for the days your service was out. But there are things waiting to be downloaded and uploaded to the Web. A two-week (close to 3 weeks now, actually) service outage is unthinkable in this time, age and place! This is Quezon City and not some small-time city in the province.

The most important question of all…. When, oh when will the landline and Internet connection be restored?!

Other folks with problem with internet and landline from the Bayan Forum. More here

To the readers of this blog, sorry for this rant. It’s just that I haven’t been able to reestablish full net/web operations since Typhoon Ondoy. Thankfully, I have Sun Wireless Broadband as backup.