Wednesday, October 16, 2013

Poor Customer Service - Cignal TV

I subscribed to Cignal TV and I paid last September 29, 2013 at SM Appliances Center. Last October 2, 2013 someone from Cignal TV called me to verified the Application Form. The dish and box was installed last October 8, 2013 by Country Traders from Antipolo, one of Territory Partner of Cignal. 

Installer Glenn and Eric informed me that it will be activated on October 11, 2013. Around 1:00pm of October 11, 2013,Friday our Cignal was not activated yet so I decided to call their Customer Service,their CSR told me that it will be activated within 24 hours. Saturday came and still not activated yet so I called again their Customer Service and one of their CSR told me that it will be activated within 24-48 hours, okay fine. I told them I will just wait. 48 hours passed and still the account was not activated yet, I called again their Customer Service hotline and I was able to talked to one of their Supervisor named JP Cunanan.  Mr JP told me that they did not activate any account during Saturday and Sunday and I got mad because no one told me when I called them last Saturday. I asked for his assurance that it will be activated first thing in the morning of Monday.

Monday came and still same scenario happened, CSR told me that they made a report to follow it up on their Territory Partner which is Country Traders,I even asked for the phone number of Country Traders and I called them, I was able to talked to certain Ms Ian and told me that they cannot transmit any documents to Cignal because they don't have internet access, what a lame excuse!!! She promised me that they will transmit it within the day. Tuesday came, account is not activated yet I called Customer Service again and they told me that no one will activate the account because it's a holiday.I really lose my temper and I super duper got mad at them because I'm tired of their excuses. Supervisor Abigail Valenzona promised again that she will call me first thing in the morning Wednesday  they will follow it up on their territory partner, I asked for an assurance that they will call me because I'm so tired to follow up and I did not receive any call from her,

Wednesday came and still the account is not activated yet when I called them and look for Mr JP and Ms Abigail,they both engaged with other customers, same excuses, same scenario.

My point is if Country Traders don't have internet access to transmit documents they should look for an option on how to inform Cignal TV that our account was okay already and they can activate it. They can also send someone to drop by the documents.

Cignal TV should have an initiative to contact Country Traders because they received a complain from a customers.

They did not do anything, what if Country Traders don't have internet access until year 2014, we will just wait and suffer the consequences of their poor service.

Also, CSR should give correct information to their customer to avoid problems.

I'm so fed up and disappointed with their service and I told them to pull out the dish and their box because I don't want their service anymore.

Before you avail Cignal TV think hundred times and I hope that you will not experience this dilemna.

POOR CUSTOMER SERVICE FOR CIGNAL TV !!!!!!



42 comments:

  1. OMG! I have the same experience. I found your blog post because I'm seething in anger right now. I feel bad for having made the switch. I was a Sky Cable subscriber for 3 years, but we recently transferred to a new house, and I found the P2,000 transfer fee too steep. So I decided to try Cignal. It was installed Sunday, and we were told that activation would take 2-3 days. We waited until Wed for it to get activated. When we called them Wed to ask why it's still not activated, we were informed that it was already activated. We were asked to monitor it for another 24 hours.. then 12 hours.. then another 12 hours.. then another.. then another. Each time we called, we were given this turn around time. And like your experience, every time we asked for a supervisor, they will say that the supervisor is engaged with another call. So we were like, how many supervisors do you have there?! And they don't callback as promised! Our Cignal was finally activated Saturday, after spending time calling them 1-2 times a day from Wed to Sat. This happened 2 weeks ago. Last Friday, I called them again, this time for a plan upgrade. I was told that it would be upgraded within 24 hours. No upgrade occurred. Saturday night I called to make a follow-up. Rep said that it would be upgraded within that evening. No upgrade. Earlier (Sunday), I called at around 4pm to make another follow-up, rep told me that it would be upgraded within one hour. Four hours later, still no upgrade. So I called them again, and I was informed that the activation team is not available so I would have to wait until tomorrow. F^&&*%^&%^$!!!!! I told the rep, why would they have to give me a time frame and not adhere to it. I asked for a supervisor, but as usual, they are engaged with another call. No wonder these supervisors are always talking on the phone (in case they really are).. their service f%^$^ stinks!!! I'm thinking of sending an email to the head of their customer service and attaching a link to this blog so they know that they need to make major improvements. I feel bad making the switch from Sky to Cignal. *sigh..

    ReplyDelete
  2. Hi Cheryl, our Cignal was activated after 3 weeks,very poor customer service. hopefully i will not encounter any problem in the near future.

    ReplyDelete
  3. My Complain letter to Cignal TV

    Good day!

    My name is Alfie James Eguia one of your recently sign up customers.

    I’m writing to inform you that I had a negative experience at your location in Cebu City by your territorial partner Akromont Marketing Coorporation on December 8, 2013 (Date of installation). And the person who handled my installation was named Brian Ballena.

    First of all, I recognize that you, as the reader of this letter, are not responsible for my bad experience, but I am still very upset about the situation and hope that you will make an action to this.

    Brian, was referred by a good friend who has also an account with you. On December 8 Sunday, he was able to install the device. And I paid for the service he PARTICULARLY said that the activation is between 2 to 3 business days, which I did wait upon the advice of Brian. Three days after, still no activation, I made a follow up call to Brian and he said to wait for a call with in the day for the activation and confirmation of the service, and still haven’t got a call. After that day I called again Brian, outburst of my frustration he then referred me to the Manila office and he said that the activation would come from them. called the 800-10-244-6251 on your website (www.cignal.tv) using my cell phone but unfortunately I was not able to connect. I then called your Manila office 02-244-6251 and finally the person who answered the call was able to assist me and gave them information needed for verification, however the person who assisted me said that my record is not yet in there system which is a big shock to me because it’s been more than 3 days when they installed my dish.

    The Customer service person from Manila office advise me to contact the territorial office in Cebu to follow up because they haven’t receive anything for my application. I texted Brian and ask for the office name and phone number and haven’t a got any response, even tried to call him but no answer. After few days, In the morning I decided to call him and he gave the following information: OFFICE Name: AKROMONT MARKETING CORPORATION, PHONE NUMBER (032) 5827777. I check on your website and was able to verify the company name under your Territory Partners. I called the number provided and was able to speak to a lady (can’t remember the name) explained the situation to her that there is too much delay on the activation of my cable and I was even asking for a refund and forget the deal and even told her that I already called the Manila office. The lady ask my information and ask who was the one who installed my device and advice me to call the Manila office, told here the name is Brian Ballena. The lady said that verification would come from Manila office, when the lady verified my information she said that they just got my requirements and still subject for verification for 3 business days. So meaning by the time that Mr. Ballena installed my device from December 8 to December 16 after a week there was NO movement at all! Everything was a lie from Mr. Ballena it was a diversion and delaying tactics and the worst part is that he said that it will only take 3 business days to activate. And eventually it took 2 weeks for the activation process to be done.

    I’m very sure Akromont Marketing Corporation knows my frustration. I am sure that you receive calls every day with the same complains and situation that I have on whatever clients that Brian Ballena deals with. I hope that your company will take action on this and investigate as I’m very sure that there is something wrong on this and this is not a good customer service at all. Remember that your company is on the line and subject for answers if your employees are lying and scamming.

    In addition to this allegation being him a scammer, it was also extremely inappropriate. I was so upset by the situation and shocked by the lies that he is telling his clients.


    Thank you for listening and taking the time.

    ReplyDelete
  4. Hi Alfie, Cignal territorial Partner sucks...poor customer service and they did not coordinate with cignal customer service.

    ReplyDelete
    Replies
    1. Correct and they scammer installers. They get your money first.

      Delete
  5. Hi Mitchie, I will be creating a Fan page in facebook soon for unsatisfied customers of cignal tv cebu, I invite you to like it and invite friends. This need to be stop. we will create awareness and make sure people would know about them.

    ReplyDelete
  6. Please like our fan page on facebook and share your experience. Thank you!

    Cignal TV CEBU Public Information Experience.
    https://www.facebook.com/pages/Cignal-TV-CEBU-Public-Information-Experience/566246770133062

    ReplyDelete
  7. Hi Michie!

    Please do like our fan page in facebook. This fan page is created so that public people will be aware on what there doing we also encourage to post and share experience. THANK YOU!

    Cignal TV CEBU Public Information Experience
    https://www.facebook.com/pages/Cignal-TV-CEBU-Public-Information-Experience/566246770133062

    ReplyDelete
  8. Hi. Had thesame bad exp with cignal. They still you even if the acciunt is disconnected ang sabi ng cignal service interruption lang daw hindi disconnected kasi nakakapanood pa daw ng loxal channel! Sabi ko bago loxal channel is free bakit ako magbbayad ng hindi ko ginamit. Ganun daw talaga! Wow ung local channel na free sa cignal may bayad! What a f--k

    ReplyDelete
  9. I jut got mine installed today and i was told to wait for 3 days but before getting their service i made it clear with them that i would be able to order the pacquiao bradley 2 fight. Hope am not going to end up hearing their lame excuses....

    ReplyDelete
  10. I just got mine installed today and wait for three days according to the installer who was so stupid not properly nailing the cable cords on my wall and had to scold at them to get across the poor service they just did. I made clear with them that i would be able to watch pacquiao bradley before getting the service. Its all remain to be seen!

    ReplyDelete
  11. Hi Cassiano, hope you will not experience what I've experience before.

    ReplyDelete
    Replies
    1. I went to report or to follow up my cignal cable at imus branch near puregold just a couple of minutes ago. I was talking to the admin and she was a straight bitch no essense of customer service from the way she talked ti me. Indisbelief in what she said denying that she wasnt the one i spoke with and gave the assurance that my cgnal will be activated from 24 to 48 hours. We end up arguing while she sat in her office at the sametime getting a massage. Ridiculous. I was asking for her manager or whoever it was to complain her she proudly answered "i am the admin here" it seemed like she is her own boss no accountability or whatsoever. Ultimately company suffers from this kind of customer service.

      Delete
  12. Hi Eleanor,experienced the same last week. I didn't receive any Billing statement then they disconnected it. I paid last monday and the service was restored after 2 days.

    ReplyDelete
  13. dipshit signal we avail cignal last tuesday and after 24-48 hours its still deactivated and they are asking additional 2000pesos for activating our account until now our account is eactivated yet

    ReplyDelete
  14. Wag na wag kayong mag papakabit ng cignal lolokohin lang kayo na makakabitan agad pero gagamitin lang ang pera nyo ng mga admin lalo na dito sa imus yung babaen nag papamasahe pa sa trabaho nya malapit sa tapat ng pldt. Malamang ay pinapaikot muna ang pera o ginagamit bilang advance sa sweldo nila. Worst hindi ka makapag reklamo sila pa ang galit. Ibang ibang kausap kapag nag aaply ka palang pero pag nag bayad kana sahan mo sakit ng ulo ang aabutin mo. Simple joy hindi maibigay sa halagang 2080.

    ReplyDelete
  15. I think this is the biggest, nationwide freaking scam in the phil. And they have so much promising ads. Guys dont be fooled this issue should be reported via media so that their name will never be that reputable anymore

    ReplyDelete
  16. This is the biggest scam in the phil. They even have promising ads but all they do to you is to get your money and leave the customers hanging. We installed cignal last tuesday and after 4 days we still didnt have our acc. Activated last sat. They said that our acc. Was activated and to press the standby button and look for a yellow light behind the digital box even if ther is no indicator. We shoul all report it via media so that their name and company will never be reputable and will be forced to act accordingly to the needs of their customers.

    ReplyDelete
  17. I dont know why is it so that you guys have some trouble with regard to cignal especially in the installation part. I have not experience what you guys went through. But what im concern of is the billing. The representative cant even explain the bill cycle. Hmm .

    ReplyDelete
  18. kame dn nagpainstall last friday june 20 ang sbi kinabukasan meron n until now wala p dn ang alam q tlg 3 working days pro they insured us n by saturday 6pm fairvirw area lng nmn kme pro ang tagal lang tsk

    ReplyDelete
  19. Kabayang Cassiano Medina from Cavite, this happened sa akin sa Muntinlupa but I'm from Cavite too.
    I called their Customer Service hotline regarding a "technical problem" which appeared on my TV screen after typhoon Glenda, ang hirap kausap ng CSR at pinapatingna sa akin ang satellute dish/transmitter. Wala akong makitang ganun kasi sa condo yun, gusto pa ata akong paakyatin sa rooftop para tingnan yun. At may pupunta daw na technician sa bahay, pero if maayos na daw ang cable ko before pumunta ang technician, I have to call them again or else i'll be charged P300! Ganun sila kakapal! Anong gagawin ko, bantayan ang cable 24/7 just to check if may transmission na? sabi ko pakitawagan na lang ako pag na-check na ng technicians nila yung satellite dish sa condo (1 satellite dish daw sa buong condo compound) then I'll check my cable pag OK na, I'll call them para di na pumunta sa unit yung techicians nil, ang sabi sa kin di daw sila nagco-call back sa clients nila. Eh emrong nakalagay sa bill nila na "tect your number" if you want us to call you. Di sya nakasagot! Then another palusot, di daw nila malalaman na naayos na ng techinicians nila yung satellite dish sa condo kasi di naman daw nagrereport na yung technicians nila. Anong klaseng procedure meron sila? Walang accomplishment report yung field staff? Pwedeng petiks lang kasi di naman nagrereport ng accomplishment or if the complaint has been resolved sa field?

    ReplyDelete
  20. we also experienced here in muntinlupa,sbai nla free installation pero hiningian ako ng 740 n cash out at ng ilang linggo lang my billing n agad n 560 pesos so it means ndi free installation kc ng sumunod n buwan meron n ako bill n 740 at my nbsa ako n pag inaapply n ebill less 100 so inaapply ko pr mging 640 pero one week p lng my bill ulit n 740 tpos next month my dumating n letter skin n ebill n ang bill ko pero mgiging 630 n daw plan ko ndi nman ako ngupgrade ng plan tpos ndelay lng ako ng isang araw sa due date ng payment bgla local channels n lang ky ngemail ako pgkaemail ko wl cla response ngulat n lang ako wl n ako cable ndisconnect n pala n walang letter or text to inform n mdidisconnect n at ng mbyran ko ndi mkontak csr nla puro ring,grabe tlga cgnal kapal ng mukha mga swapang un mga ngkkbit puro pera hinihingi ang tindi mgbpdala ng bill pero bulok ang service nla,daig p nla ang mgnnakaw......CGNAL NGBBYAD KAMI NG TAMA KYA DPAT SERBISYONG TAMA DIN IBIGAY NYO WAG KAU MANGIKIL,dpat un myari ng company n2 mlaman kung anung panloloko gngwa ng mga empleyado nya s ating my customer.

    ReplyDelete
  21. I just read now about this blog what my mistake is I didn't check in google about their ratings in services that I always do before I made a settlement. Now I am experiencing all of this.
    I made apply and payment for installation last September 1 and I ask how many days they gonna install and they said 2 to 3 days . I've wait til they call about 2 days later and they said they will install rite away I waited til they texted in afternoon they said sorry ma'am our technician have emergency today and we didn't able to install it. I was fine and still wait after 3 days they didn't call my parents go to them and ask if when they gonna install and they said we will install today but got bad weather and they not able to install and after 5 days they just come and install the box an satellite I thought thank god we gonna have cable but what I didn't know it's just the start of my headache they didn't inform us that they're activation will be 24 to 48 hrs . And we wait coz the technician just said don't off the box til not yet activated. So I'm ok then I called them and said why still not activated and it's Friday so no office about weekends. They said we will activated it about 24 to 48 hrs I was pissed off coz they didn't even mention anything when we having a application with them I said why u didn't told me or inform that this will be the longest time of activation and I said please assist us coz u also got bad and slow service so they said ok ma'am just wait today maybe it can activated I said ok fine.. And it's been last about 48 hours today and if still not activated til later afternoon I will go and complain again if they will answer me poorly I will said take off the box and satellite and my money back. Or else it will be going to the highest legal authority they're bad company service . They just good to settle ur application and get ur money as payment after that u will get ur own headache . This is very first time I experience this very bad service.

    ReplyDelete
  22. Hi Lady Luck, I experienced the same problem before and super galit na galit na talaga ako sa kanila..di ko sila tinigilan, daming weekends and holiday ang lumipas hindi pa rin ma activate. When I called their Territory partner, di raw makapag email kasi walang internet..grabe talaga ang experience ko sa Cignal, poor customer service talaga. Last month naman nagka problem ako sa billing, hindi sila ma contact as in.

    ReplyDelete
  23. Hi Bianca, sobrang hirap talaga kumontak sa Customer Service nila as in.

    ReplyDelete
  24. I've just got my dish installed last Oct. 3, 2014 Friday but until today Oct. 7 its still not activated. I trying to contact their territory partners here in Laguna but unfortunately all the numbers posted on their website are not fucntioning. I think I will directly go to their office after work and formally file a complain. Asar na ako..

    ReplyDelete
  25. sa experience nyo bang yan eh nakabitan nman ba kayo at gaano katagal; kasi ganyan din ang na eexperience nmin..

    ReplyDelete
  26. Hi Humprey, 3 weeks bago na install ang Cignal namin

    ReplyDelete
  27. naku po... balak ko pa naman mag palit from destiny to cignal... ayoko ng stress..

    ReplyDelete
  28. Cignal Digital TV the worst customer service ever!!!
    A WARNING TO ALL CABLE SUBSCRIBERS!!!

    1. THE 1-800 NUMBER IS JUST FOR SHOW!!!
    You have to wait for a long playlist of ads before you get to the options menu (if there is one). I just clicked any number to get to any customer service representative. And when she answered she told me that my background was noisy even though I can hear clearly what her office mates were talking about in the background.

    2. BILLING FIASCO
    They have different versions of your bill (one through your email and the other is through regular mail. And both have different information in it.

    3. STUPID LOGIC
    So when I finally got hold of a customer service representative and asked her when was the cut off of my lock in period she asked me why and I responded with number 1 and number 2, her reply was "Why not transfer your account to a relative?" in which i replied "I would never recommend CIGNAL to anyone I know!"

    Then she continued that i can't process your request until the lock in period is over (which is on May 18 of this year by the way), then told me to call back on the 19th. She kept repeating that when i asked her if its possible that after the cut off that it can be automatically cut without me contacting them again. Over and over again. Then when asked who, when and how are they gonna remove the gadgets, she then told me that I had to contact them again and pay a fee for their technician to remove the gadget. At this point "KASUMBAGON NA KAAYO KO UG TAO!!!"

    I JUST WANT TO INFORM ALL OF MY FRIENDS HERE ON FB OF THIS IN CASE YOU ARE PLANNING TO GET A CIGNAL ACCOUNT AND TO THOSE WHO ALREADY HAVE, GOOD LUCK!!!

    ‪#‎cignal‬ ‪#‎cignaltv‬ ‪#‎cignaldigitaltv‬ ‪#‎cignalsucks‬ ‪#‎cignaltheworst‬ ‪#‎donotgetcignal‬

    ReplyDelete
  29. until now they still continue this poor customer service its been 5days di pa din sctivated. how can i refund my money pls help. or is there a way para makasuhan sila.. tnx

    ReplyDelete
  30. Same Experience. Their customer service are terrible & are a bunch of idiots. No wonder PLDT's stock price is plummeting :)). I guess they don't want any additional subscribers.

    I really hope Telstra will come as soon as possible and with Telstra TV. Can't wait to see these scumbags lose their business..

    ReplyDelete
  31. fuck! I should have made my research muna sana sa cignal.cable kakapakabit ko palang naman kahapon.. fingers crossed sana naman d ko maencounter.to ������

    ReplyDelete
  32. Hi Keeno Gonzales, I hope nag improve na ang service nila sa mga new subs.

    ReplyDelete
  33. Huwag na kayo kumuha ng Cignal, nascam din kami nyan nagbayad na kami ng installation fee pero walang box na dumating. Hindi rin naprocess ang application namin. Dedma na kami sa installer at Customer Service. Sasakit lang ulo nyo pag kumuha kayo mark my word.

    ReplyDelete
  34. BABALA lang din... hwag bayaran ang one month bill or more kung hindi rin na activate after you paid the last bill... sa amin.. na late lang ng two months.. we thought they automatically disconnected it kasi after we paid, wala parin activation... since natapos na ang contract naming 2 years nung November 2015.. inakala namin disconnected na talaga kasi walang activation nung December till January.. we paid the overdue nung January 28 2016.. we waited for 3 days pra sa activation pero wala... I called their CSR regarding the adjustment of our new billing from Nov to December .. I asked him kung bakit ganito, bakit may bill pa kami di nga gumana nun ang CIGNAL.. sabi nila activated daw sa record nila..of course I got mad.. ako pa ang sinisi kung bakit daw hindi ko tinawag kaagad at nagreport regarding the technical issue... pakshit.. lumaki ang ilong ko sa galit.. they should have called me and asked me if I still had the interest in subscribing their cable after nung na expire na ang contract. so till now.. my existing amount prin kaming 3,380. I told their CSR na e pull out ang dish at box, pero sabi nila bayaran daw muna namin ang bill pero sabi ko.. no way and never mind.. ako nalang ang magpupull out nito.. NAPA KA CHAKA NG SERVICE NYO... at ang tindi pa talaga.. I asked their CSR that I wanted to talk to their SUPERVISOR/MANAGER, pero ayaw ako e connect dahil nasagot na daw niya lahat.. I got mad again and told him na hindi ako satisfied sa sagot nya... ISA LANG ANG MASASABI KO.. PANGIT ANG CABLE NETWORK NA ITO..not reliable enough..

    ReplyDelete
  35. IM EXPERIENCING IT RIGHT NOW.MY OTHER CABLE NETWORK IS ALREADY CUT OFF.SO MY DAUGHTER IS REALLY SAD SINCE IM NOT HOME...PAID IT LAST FRIDAY N THEY TOLD ME THAT THEY WILL CONNECT IT AFTER 3DAYS.PERO ETO NGANGA!WALA NA NGA TUBIG WAL PANG CABLE SUPER KAINIS TALGA TO LIVE IN PHILIPPINES LAHAT NG SERBISYO HINDI TOTOO.

    ReplyDelete
  36. I just saw this blog. Cignaltv customer service is crap and activation procedure is a fucking joke!!! Until today 4 days have passed and box is still not activated. I have contacted their customer service more than 10x and only reason they are giving me is, they are unable to contact my number by their Activation team. HELL NO!!! I have postpaid from globe and even receiving a couple calls. They even didn't bother to call me on my landline at home! If tomorrow this box still not activated. I will demand a full refund....

    ReplyDelete
  37. TOTOO PALA YUNG MGA NARANASAN NYO.. LAMPAS 24-48 HOURS NA NO ACTIVATION AND ANG MALALA ANG EXCUSE NILA .. TUMATAWAG DAW SI CIGNAL SA PHONE AND LANDLINE NAMIN.. E SABI KO IMPOSIBLE YUN KASI NAKA HOME BASED ANG TRABAHO KO.. LANDLINE NAMIN NASA DESK KO WALANG NAG RIRING AT WALANG NAGREGISTER NA MISSED CALL SA PHONE. SASABIHIN PA TERRITORIAL TEAM NILA YUNG TUMATAWAG FOR CONFIRMATION PERO HINDI NMAN! IT'S THEIR MAIN OFFICE SA MANILA. PAG SINABING TERRITORIAL SILA YUNG CIGNAL TEAM SA AREA MO .. E TIGA CAVITE AKO. CS SERVICE WALA DIN KWENTA TOTOO NGA

    ReplyDelete
  38. same here martes pa kami nakabitan pero hindi pa naactivate nun tinawagan ko sabi need pa daw ng mga ID pero nakapasa na kami tapos hindi daw sumasagot un tinatawagan pero wala nman tumatawag­čśť

    ReplyDelete
  39. CIGNAL sucks!
    Signed up last January 11 and just found out of hidden charges.
    Used to go for prepaid but when an update on their end failed, our box became useless. It was even loaded with 2 months worth of prepaid card = php1,160.00. Went to their main office in Dagupan and even called Manila office but to no avail. We lost box and all.

    Now, we are charged an additional php355.80 every month on top of our chosen plan. Nobody told us of these hidden charges when we signed up. VERY disappointing. I even signed up for 2nd box with our plan 630. (sigh)
    Postpaid or prepaid plans, subscribers should be treated fairly.

    Anybody who experienced what we did?

    ReplyDelete
  40. What hidden charges? I am also experiencing the same thing. It's already the third week from installation, still the cable is not activated. They are asking for unnecessary papers. I've already given them all the requirements. They are very fast in installing and collecting money. But very poor in activating the cable. Im thinking to pullout the dish they installed and just refund my money.

    ReplyDelete

Thank you for commenting. I will respond when I can, if you are a new follower let me know and leave a link to your blog so I can follow back.


Michie

Related Posts Plugin for WordPress, Blogger...