SMART Non Notification of Unlimited Text Service (Ire)

On 08 October 2006, I requested for 4 days of unlimited SMART to SMART texts by sending 60 to 258. I got a reply that the transaction cannot be processed and to try again later.

So I did, and got this SMS, “You are still currently registered in SMART 258 Text. This invalid SMS trans. will be charged P1. Promo until Nov 2, 2006. See posters for details. DTI Permit #xxxx.”

Of course, you will probably understand my ire at being informed that I was being charged Php 1 for doing something that the system told me to do.

The Surprise So off I marched to the SMART office at Gateway Mall 3 days later to recover my Php 1. And discovered to my shock that I was currently enrolled in the unlimited text service.

The Absent Notification SMS How come I didn’t know? Because I didn’t receive any notification SMS. And after that unpleasant SMS, I didn’t want to send any more SMS that might trigger another debit to my balance.

Charged for Balance Inquiry Unlike Globe, any balance inquiry via text is charged against any free text you might have, which, when down to zero, will mean that any balance inquiry will be charged Php 1.

Definition of Registered Furthermore, unlike Globe, apparently the word “registered” in SMART terms means one has been granted the unlimited text service.

Php 12/SMS At this point, I had only sent around 5 SMS to SMART numbers via my SMART number because I used my Globe’s free SMS instead. It’s like I paid Php 12/SMS. Moreover, the service was almost at an end, so I was definitely at a disadvantage.

The Request Aside from the crediting back of Php 1, I requested for the extension of the unlimited text service, but my request was denied because the SMART technical personnel felt I should have checked my balance.

This, in my opinion, doesn’t mean anything except that my balance has been debited, but there’s nothing concrete that I have the unlimited text service.

The Lesson What is the lesson of this incident? Vigilance on the part of the consumer. Plus, the incident shows clearly that Globe has far superior Customer Service procedures than SMART.

The SMART Hotlines FYI, the SMART hotlines (which are not on the SMART prepaid card nor the SMART website) are *888 on your mobile and 888.1111 on your landline.

A Note of Gratitude Still, I’d like to say thank you to Mr. Chino Perilla of the SMART Customer Service staff for pursuing the matter with the technical staff.

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