Saturday, May 7, 2011

Smart Communications Sent Out Refunds For The Outage

Prepaid users of the country's biggest telecommunications company Smart Communication has been ranting and flooding their social networking sites with complaints few days ago. They can't send sms or make calls even if they got load credits. Some users are also complaining that their load credits just disappeared despite not using them.

The official twitter account of the company @SmartCares did send replies for those complaining the problem  but didn't disclose the reason why. They are just acknowledging the present situation. The problem continued until yesterday.

One of my friends who happens to be a Smart user sent a group message saying that she was able to receive a free load from the company. She made mention that this is somewhat like a "refund" for all those load credits taken from her due to the perceived outage. She also sent to me the apology SMS sent by the company regarding the issue which says:

We regret any temporary service disruption that you may have been experiencing. Please accept the free load we have credited to your account. We appreciate your continued patronage

The load being sent varies from one user to another. However, the load being sent is just a percentage of the wasted load credits and not the exact amount. The amount ranges from Php 6.00 to Php 300.00 based on the several people that I've known to have received the so called "refund"

As what has been posted in an article in GMA News Online, Smart's Public Affairs Head Ramon Isberto sent an SMS to them that as of today (May 5, 2011), their systems have already normalized. However he didn't directly acknowledge the network's problem and to which area of their system was really affected.

"We still need to deal with the backlog. Our target is to fix everything in the next 24 hours," he added.