IT CAME crashing into me right after I wrote about the complaints of Smart Communications Inc. consumers. I have since been slapped left and right with snail mailed and e-mailed copies of consumer complaints to telecom and computer companies. They have been addressing the letters to the respective customer service heads of those companies, with a conspicuous sign at the bottom: "CC: Leo Magno, Philippine Daily Inquirer." Now I'm starting to feel like hard-working Tita Giron who writes a consumer column for this paper.

Here's an interesting one from Raul S. Alcantara, M.D.:

"Dear Mr. Magno,

"This letter is written to seek your assistance regarding my problem with Eastern Telecoms. I have read in your article about the woes of Smart customers and the resolution of their problems because of your 'intervention.' I'm thinking the same 'magic' can happen in my case.

"I am attaching my first letter to them and my follow-up complaint to Eastern for your information. I placed a carbon copy for you as a strategy in order for them to act quickly (I hope it will work!). I copied this style from one of your readers (a Smart customer) from San Pablo who got his desired action almost instantaneously. But do we really have to do this ('intimidate' them) to get their attention?"

Hindi ka nag-iisa, Raul. Like I said, I have been copy furnished letters of complaint to telecom and computer companies in the hope that they would render faster customer service since these companies know I have copies of their complaints.

They've since flooded my pigeon hole and e-mailbox, and I'd like to assure all of you that we'd give some space here in my column for you to air your complaints. In the same vein, we shall give these telecom and computer companies the chance to air their side and report on the action they have taken regarding these issues.

And so, you guys know who you are! I'm making a list and checking it twice, so let's hope the concerns of these customers are addressed soon.

Meanwhile, let's go back to Raul's case.

Raul first complained to Eastern Telecommunications Philippines Inc. about his difficulty in getting Internet access on Oct. 31. He says that since he used an Eastern Telecom line which was installed in his apartment, he has never made a successful connection to his ISP. He adds that using the same account, he has no problems connecting to his ISP using a PLDT phone line at his office.

Raul called his ISP, which then advised him to call Eastern. The guys from Eastern in turn recommended that Raul use an ISP "compatible" with them, and that recommendation was I-Next.

I'll let Raul pick it up from here:

"I-Next has PLDT and Smart lines. However, I still can't get a successful connection. The technical people at I-Next advised me to check it with Eastern because the problem seems to be one of inter-connection between Eastern and PLDT/Smart. I even consulted an Internet expert and told him about this and he gave me the same possible cause (interconnection).

"I feel desperate about this situation. Before I applied for a telephone connection with Eastern I asked their sales personnel if their lines are okay for Internet connection and they readily answered yes.

"But things are totally different. If I had known this, then I could have chosen another company."

After the Oct. 29 letter, Raul sent another one on Dec. 10. addressed to Charity Mahoramsar, customer service manager of Eastern. Here's what he said:

"In the first two weeks after I faxed my first letter, I was communicating with staff in the customer service department (Leslie, Allan, Sarah and Tina). There was nothing accomplished in that department. They referred me to the Network Control Center (care of Arnold Armeza). Again, nothing happened in that unit.

"Then they referred me to the Switching Unit (care of Geoffrey and Froilan) and for the past two weeks they were telling me that the technical personnel have been checking my line. It has been like that for two weeks.

"I've been calling your office almost everyday to fix this problem, but at the rate we're going, it seems we're getting nowhere. I'm becoming impatient and very disappointed with your service.

"I just want to get an honest response from you, if you're capable of offering this basic service. Please give me a direct answer, so that I can make a transaction with other capable telephone company if you don't have this capability."

Here's another one from Mary Jean Veloso, and this time it's about Globe Telecom:

"Your recent columns regarding the complaints of Smart subscribers inspired me to e-mail you about my problems with my Globe Handyphone.

"For months now, I've been calling Globe because they are deducting certain amounts from my prepaid cell phone even when I'm not making a call. Aside from that, they charge P20-P150, which is way above their promo of P2.50 per minute. Often, I can't complete my call to other Globe cell phones and can't text also. I've frequently told Globe about these problems through their hotline but until now they haven't done anything.

"They always say that they are having 'delayed deduction' because of my previous charges. This is not true because I've experienced the same problem from the time I purchased my brand new Handyphone. They charge even when I don't make calls and I'm not even a heavy text user. They, in fact, deduct on time because I've been monitoring my balance through 222. My balance is adjusted after 5 minutes but they charge me from P20 even up to P150 for a one-minute call. Even worse, after having lost almost half of my prepaid reload of P250, I have trouble sending SMS until my balance is below P100 and I couldn't text anymore. Of course, I would then be forced to reload another P250 so I could text again.

"This is really unfair and disgusting since my balance should have been P250+ if only Globe credited correctly. I bought my cell phone two months ago but I've lost about P800+ because of this problem. My friends who are also Globe users have the same problem and a friend of mine decided to SIM swap with Smart.

"I'm seeking your help because I know this is the only way that Globe can improve their service. I don't want my fellow subscribers to continuously be victimized by this 'high-tech robbery,' if I may call it as such, also also the future Globe users who are not aware of this problem."

I have received similar complaints, Mary Jean, and I'm sure I'd get to talk to the Globe people soon, probably later at El Pueblo. Let's see if they can shed some light on the matter.

In the meantime, you guys stay alive.