MANILA, Philippines—Broadband services provider Converge ICT Solutions Inc. apologized to customers on Thursday (Aug. 6) for slow feedback to complaints, promising to do better despite limitations caused by the COVID-19 pandemic.
“I am reaching out to you with both humility and resolve to address the various concerns over our fixed broadband service,” said Converge founder and CEO Dennis Anthony H. Uy in a letter to subscribers.
Uy said demand for internet services surged since the health crisis began and the company worked to meet the rapid increase of new subscriptions.
“Like all businesses in the Philippines, the pandemic also severely impacted our operations affecting our ability to promptly respond to the increased customer demand and support requirements amidst a tougher operating environment and reduced workforce,” Uy said in his letter.
He said the company is taking steps to improve customer service, including the expansion of customer hotlines by 60 percent and ramping up its workforce. It is also tapping third-party contractors to increase capacity to handle new applications and installations.
Other measures included improving its customer support page and developing a customer service app for basic troubleshooting.
The company acknowledged mounting complaints in the past months, including slow feedback even after customers have made a downpayment.
In his letter, Uy said “there are a number of customer applications in areas which turned out to be unserviceable for various reasons.”
“For those customers who have made down payments, rest assured you will be refunded accordingly. We have engaged LBC Express to disburse these amounts so you can conveniently receive your refunds,” Uy said.
He added that these changes might not be immediately felt in some areas.
“Every feedback matters to us and we value your trust that we can better meet your connectivity needs,” Uy said.