I figured since my work needs me to be online all the time, I should have an unlimited data mobile which is always connected on the go, no need to load, etc., so I applied for a Smart postpaid data plan online.
I was excited when I learned that Smart has an online application for postpaid. I immediately got my documents together (2 Government I.D.s, bank statement, credit card statement) uploaded it, and sent in my application. After I did so, I got a text message on my prepaid Smart number and an email address stating that my application has been received and they will get in touch with me for updates. I was impressed of course, and thought, that maybe they will be quick with my application.
After 3 days though, I didn’t get feedback so I emailed their support to ask them about the regular processing time of a postpaid application online. Their support got back to me and said that they will forward my concern to the right support group. So okay, I think my question was kinda general and they didn’t have an answer for me. Oops. I didn’t get a reply to my question though even after a few days.
On November 24, they emailed me that I lacked a document (front scan of credit card/latest payment made) and I had to upload it within 2 days or else my application will be canceled. So I complied. Didn’t hear from them again until December 04, 2014, when they called me to inform me that my postpaid application was approved. I even got two calls that day from two different Smart numbers stating the same information. The second caller didn’t even know that I already talked to his colleague. They asked if I could make the payment as soon as the payment link is sent through email within 24 hours. I said yes.
And surprise, I didn’t get a payment link after 24 hours. And until now, 10 business days later, no payment link has arrived in my email. I tweeted to them at @Smartcares, messaged them on FB, emailed them at firstname.lastname@example.org, sent in a ticket in the Help section of the online store, and even called their Sales Telehotline to follow up. Mind you, I am a very patient person, but not knowing what happened to the payment link that was supposed to arrive after 24 hours can be frustrating.
And all their support response (from the different channels) were the same, “We will forward this to the right support group”. I’m not sure who the right support group is or if my payment link will come this year, but I hope it does so I can take this off my list.
Let’s see what happens!
Update: The payment link came December 23 and I had the option to pay it through online banking or credit card. I chose credit card and after my payment, I got the email that if I used a credit card to pay for my initial month + handset price, I will have to wait for another verification email. Whereas if I had chosen to go the online banking route, delivery would have been processed already. Drats! Another waiting game!
January 15, 2015 (Thursday) – I got a call from their customer service saying that they received my payment and since it was a holiday in Manila (Pope Francis Visit), I can expect delivery 5-7 business days starting Monday, January 19.
January 23, 2015 (Friday) – I got another email saying my application is under verification and another payment link was sent. (Okay Smart, what is up with your Online Store???) I emailed them stating the said anomaly. And I got two calls from them after a few hours – one call was to inform me to ignore the latest payment link they sent and the other was to expect endorsement to their warehouse for delivery within 24 hours, then I will have to wait the said 5-7 business days for delivery.
To date, it has taken my application 42 business days and still nothing!
January 27, 2015 (Tuesday) – I got an email that my phone and sim is now for delivery. The email said it would take 7-10 business days for it to reach my location.
January 29, 2015 (Thursday) – I got a call from the courier that my phone is now with them and they wanted directions to my house so they can deliver it. I was surprised since I was thinking it will take 7-10 business days but it arrived in 2 days!
Well, I guess someone took initiative from Smart’s side to resolve my issue. Whoever it was that stepped in, thank you! Finally, I have my unli data plan and new phone!