Fiber internet provider Converge ICT Solutions has restricted Twitter responses on its customer service account to force subscribers to channel their complaints through a private message.
This is a setting available to all Twitter accounts, but is unexpected for a corporate profile that promises prompt client assistance.
Disgruntled customers are not taking it well as they complain that their concerns aired via direct message remain unaddressed, and instead left to an auto-response or online bot.
Based on available screenshots, a customer service staff of bilyonaryo Dennis Anthony Uy acknowledges the message but discloses that they cannot promise a specific time and date to restore internet connections.
The responses appear generic as well, promising that Converge will try its best to address the issue and ending with a request for “patience and understanding.”
“Wala ba kayong update dyan kung may improvement dyan sa ongoing system issue or tatagal pa ba. Kasi parang nanloloko na lang kayo ng customer eh. Iisa reply nyo na walang sense,” Twitter user @gdlxmn said.
I’m tired of sending messages again as there is no concrete solutions, reply sent to is still the same
— Hedz (@Hedz5872) September 22, 2022
@Converge_CSU how is sending you a direct message going to help us? If the replies that we’re getting are just scripts and no actual human interaction? are you guys even human? pfft pic.twitter.com/P46IdE6jA9
— chaddieb0y (@rkgracia) September 22, 2022
no thanks. di ka naman tao eh. saka automated ang reply. wala ka rin matutulong kung hindi nyo mabalik internet sa sampaloc. paraan lang yan para mukang may ginawa kayo. para pagmay nakakita eh akala nakatulong kayo. pero wala pa rin internet dito eh. so wala kayong nagawa.
— deadpool on the inside (@chaote9) September 17, 2022