I was forwarded a link about another injustice done this time by a prominent politician in Lanao del Sur. I was enraged just by reading about the family's account. I pray that they get the justice that they deserve. And may that power-tripping mayor and his cohorts rot in hell!
http://vicissitude-decidido.blogspot.com/2008/12/world-is-fucked-up.html
Monday, December 29, 2008
Monday, October 6, 2008
Finance journalist speaks up on the SM DisAdvantage Insurance Plan
Please read on Ms. Salve Duplito's recent entry on the SMAC-Philam tie-up fittingly entitled "The SM Advantage Rip-Off" at her Inquirer blog Money Smarts.
Again, I just need to express my disgust at SM for the way they are profiting from hapless customers like us. Mapagsamantala sila!
Again, I just need to express my disgust at SM for the way they are profiting from hapless customers like us. Mapagsamantala sila!
Tuesday, June 17, 2008
SM Advantage Card Official Answers Issues on the Insurance Program
This is a reprint with permission from Ms. Marou Sarne's blog:
I can't resist but reiterate my initial opinion of Mr. Maclang -- malabo s'yang kausap!!!!
I can't resist but reiterate my initial opinion of Mr. Maclang -- malabo s'yang kausap!!!!
ANSWERS OF MR.
1. When did the insurance promo for SM Advantage Card holders begin?
The SM Advantage Personal Accident Insurance Program is NOT a promotion. It is an embedded value-added feature of SM Advantage which is granted to members once they reach a specific points balance in their card. The insurance benefit has been an integral part of SM Advantage since July 2006. This is over and above all the other benefits, perks, discounts and savings that SM Advantage management continuously develops for its members.
Recognizing the importance of insurance for every individual, SM Advantage, in partnership with Philam Insurance, created one of the most convenient and affordable programs in the market to ensure that its members can acquire basic financial protection against accidental death or permanent disability. With this modest motivation in mind, we continue to proudly extend this privilege to our members by providing them the following advantages:
· Extremely accessible and convenient insurance coverage simply by being an SM Advantage member.
· The opportunity to have an insurance coverage at a very low price, without any cash outlay. If the member would try to acquire an individual Personal Accident Insurance outside this program, it would cost approximately P500. With this specially-arranged program with Philam Insurance, our members have access to a substantial amount of insurance for only 20 points (equivalent to P20.00).
2. Were the customers informed beforehand that they will receive an accident insurance policy prior to the deduction of their 20 points in their rewards? How?
Yes, we, together with Philam Insurance have consistently informed our members about this privilege through flyers and full page advertisements in the most prominent daily broadsheets such as Philippine Daily Inquirer, Manila Bulletin and Philippine Star in compliance with the terms and conditions of the Loyalty Program. This advertising campaign actually started two weeks before the launch of the insurance program in 2006. Moreover, we continuously explore program enhancements and have lined up activities to raise the awareness of our members about this program, most recent of which are the SMS and e-mail blasts sent to members.
We have also informed our members through newspaper articles of actual claim cases where Philam Insurance paid out the insurance proceeds of more than P100,000 to the beneficiaries of insured SM Advantage members who were deducted a mere 20 points.
This is a genuine, and not to mention expensive effort on our part and that of our partner, Philam Insurance, to efficiently disseminate information and to ensure that all legitimate and admissible claims under the insurance program are paid to the rightful beneficiaries at all times.
3. Did the customers sign an agreement regarding this promotion prior to its implementation?
When members signed up for membership in the SM Advantage Loyalty program, they effectively agreed to its Terms and Conditions.
Section V of the Terms and Conditions of the SM Advantage Program states that:
1. The Terms and Conditions and Guidelines cannot be superseded or changed except by MCI. MCI shall use all reasonable endeavors to provide Members with accurate and timely information regarding the SM Advantage Program including any changes thereof; however, MCI and its Partners shall not be liable in any way for failure to do so.
2. MCI is not liable for any Award or Privilege not being available or being withdrawn for any reason whatsoever by any SM Advantage Partner.
3. MCI reserves the right at all times, without notice and in its sole discretion:
a. To make any changes whatsoever to these Terms and Conditions including the rules and guidelines in the Member’s Manual.
b. To withdraw, cancel, withhold, substitute, deny access to or use of in any way change any of the Awards and Privileges previously advertised or offered, to any Member, at any time, without prior notice, MCI will not be liable for any loss or damage suffered by the Member resulting from such withdrawal, cancellation, variation or change.
c. To terminate or materially alter the SM Advantage Program and/or revoke the membership of any Member and/or the right of any Member to use the Membership Card or to utilize any Award or Privilege.
4. If you’re an SM Advantage card holder, are you automatically enrolled to the insurance program?
Enrollment into the insurance program is done every 15th of the month for qualified members. To qualify, a member must:
- have a balance of at least 70 points at the time of enrollment.
- be between 18 to 70 years old.
Upon enrollment, 20 points are debited from the member’s points balance as one-time payment for his/her P100,000 accident insurance coverage for one year.
5. How much premium does SM pay for each qualified card holder’s insurance policy in PhilAm?
We cannot divulge the amount of premium we pay for each insurance coverage. However, because the program involves group insurance coverage and uses the opt-out mechanics for enrollment, we were able to arrange for the members a significant premium discount from Philam Insurance. This is the benefit and the privilege that we give to our members – the provision of very inexpensive financial protection that would otherwise have cost more if our members were to buy it themselves.
6. Did SM follow due process regarding the promotion? Did they get permission from the concerned agencies like the Department of Trade and Industry and the Insurance Commission?
Since the insurance program is not a promotion, there is no need to secure approval from DTI. Also, as per Philam, group accident insurance programs do not necessarily require IC’s permission to launch. However, the terms and conditions of the policy issued by Philam were reviewed and approved by the Insurance Commission. We have chosen to partner with Philam Insurance because they are a highly reputable insurance company.
7. How does the card holder get her certification / insurance policy?
Since this is a group insurance coverage, Philam Insurance issued us a Group Master Policy to cover all qualified members of SM Advantage. There is no need to issue individual certificates. If an individual member wants proof of cover, an insurance certificate can be requested from Philam Insurance by calling the Philam hotline at 528-5202.
8. How does she / he claim from the insurance company?
Just like with any other personal insurance, the insured member or his/her beneficiary can call the Philam hotline and he/she will be guided on how to claim. Claim documents will of course be required.
9. Who determines the beneficiaries of the policy in case of accidental death?
The law specifies that the benefits shall go in full to the first group of the following:
· Spouse, if none
· Child/ren, if none
· Parents, if none
· Siblings, if none
· Administrator of your estate
10. Is this a group insurance or an individual insurance? Why weren’t the certificates issued / mailed to the card holders upon the deduction of their points?
Please refer to our answer to Question # 7
11. Why were the card holders informed of the program a few months before the expiration of the policy (and not upon the start of the coverage?)
As explained in our answer to question # 2, we have continuously advertised the benefits of the insurance program through various prominent broadsheets, using full page colored ads. In an effort to more effectively inform our members of the program, we distributed flyers and, more recently, we launched an SMS and e-mail information drive to all qualified members regardless of the inception date of their insurance coverage. We know that newspaper advertisements, flyers, SMS and e-mail messages cannot ensure that all our members are made aware of the benefits of the insurance program; therefore we have extended and continue to extend great efforts and expense in informing our members about this important program.
12. If the card holder met an accident before he was informed of the insurance coverage, and if the policy has expired before the card holder was informed that he was covered, can the card holder still claim from the company or reimburse his hospital / funeral expenses?
Whether the cardholder was informed of the insurance coverage before or after he/she met an accident is immaterial in determining the validity of a claim. What is important is that the accident or the loss occurred during the time that the member’s insurance cover was active. This means that a claim can still be made even after the coverage has lapsed so long as the accident or the loss happened within the coverage period.
13. If the customer doesn’t want the insurance coverage, is there an easier way to get out of the program, without going to the SM malls and signing an opt-out form?
Yes, there are many ways by which the member can opt out of the insurance program, all of which are indicated in our newspaper advertisements and can be explained by the Philam hotline:
- SMS – Register first by sending SMAC REG <16> <4> to 2213. Text: SMAC INSURANCE OUT to 2213 [P2.50/text]
- Philam Hotline – Call 528-5202
- Fax – Cut out Opt-out Form from the ad, fill out and fax to 833-8888.
- Customer Service Counters – Fill out Opt-out Form and submit to the Customer Service Counter of any SM Department Store branch.
In addition to these, members who do not wish to be included in the program can now opt out by sending an e-mail to help@sm-advantage.com, and soon via the SM Advantage website at www.sm-advantage.com. No matter how the member chooses to opt out of the program, his/her 20 points will be credited back to his/her SM Advantage account within five days.
We accept opt-outs at any time before or during the member’s 12-month coverage period.
14. How do they check if their points were returned?
Members can request for points balance inquiry at any cashier counter of SM Department Store, SM Supermarket, SM Hypermarket, or any of the other SM stores where the SM Advantage Card is accepted for points earning. Unfortunately, the cashier will only be able to give your total points balance, so you will need to know your balance before you opted out of the insurance program.
For a more accurate accounting of your points, you may log on and register at www.sm-advantage.com. There, you will be able to view your transaction log (points earning and redemption, including insurance reversal) as far back as January 2006.
15. Do SM Advantage Card points expire?
As stated in the Member’s Manual, all unredeemed points will be forfeited if the member fails to renew his/her card before its expiration date. However, as a concession to members who were unable to renew their card before expiration, we normally give a 90-day grace period before we forfeit their points. This means that if they renew their membership within three months after its expiration, their remaining points will still be transferred to their new card.
Sunday, June 15, 2008
Other SMAC members start speaking up!
Last week I sent out emails with questions (please see previous post) to explore how much SM Advantage members really know about the SM-Philam insurance tie up that automatically deducts points from members without our knowledge nor approval.
I already received several emails from fellow SMAC members and below are some of their replies. It’s not surprising anymore to find out that ALL who emailed me were also sent the notifications by SM only a few months’ short of their so-called insurance coverage.
2. Have you received any email informing you about your personal coverage? If yes, when was the email sent and what are the dates of your coverage?
A.S. says: Yes, on Thursday, 29 May 2008. I'm supposedly covered from "10/15/07 and will end on 10/15/08".
3. Is it okay with you to be deducted 20 points from your SMAC balance without your knowledge and be automatically enrolled in the insurance coverage? Why or why not?
A.S. says: No, not without my prior knowledge… as another person already shared, I have too many other insurances already and I don't need another one. While it's only P20, it's still something I can use to add in my purchasing power whenever I do grocery at SM.
J.C. says: No, this is not okay. As SM shoppers, we take great pains to earn those points (which compared to other point-earning cards much like it, take FOREVER to accumulate!). And so no matter how small the amount, we should be informed of ANY automatic deduction, even in the guise of something that will supposedly "benefit" us.
J.C. says: At minimum, I expect to be informed of a deduction, even just as a matter of courtesy. And I expect to be informed PERSONALLY as through an e-mail or snail mail message. SM cannot expect that every one of their 4 Million cardholders would be aware of this so-called "added benefit" only through the media. They have to remember that these are their LOYAL customers and should therefore be accorded the simple service of TIMELY, PERSONAL advice ... And not just be told when their coverage is about to expire. This smacks of foul play and of SM not acting in good faith to the very customers who keep them in business! Once again (and believe me, there were many, many, many times!), SM has made me very, very, very disappointed. I really should re-think my loyalty to this store.
As you’ve read blog readers, more and more people are taking a stand against this injustice. We would appreciate it if you can share with us your thoughts (and indignation!) as well. Thank you!
Tuesday, June 10, 2008
Shocking Numbers!
I've just discovered Marou Sarne's post (dated June 5) in her multiply blog and I was staggered at the sheer numbers she wrote there:
"if you have accumulated 50 POINTS in your SM ADVANTAGE CARD, chances are, you have already been enrolled in the accident insurance program of philam without your prior knowledge.
"if you have accumulated 50 POINTS in your SM ADVANTAGE CARD, chances are, you have already been enrolled in the accident insurance program of philam without your prior knowledge.
this is what i gathered from TRADE AND INDUSTRY UNDERSECRETARY ZENAIDA MAGLAYA after my interview with her in the program, BUSINESS IS OUR BUSINESS this noon in DWIZ 882 khz am (monday to friday 12-1 pm).
according to usec maglaya, she talked to MR. REY MACLANG who is apparently the head of the promo department of the sm advantage card, and mr. maclang admitted that they have enrolled more or less 700, 000 card holders to this program. there are 4 million sm advantage card holders. 700, 000 qualified for the promo. this means P 14 million worth of accident insurance through the deducted rewards points (mathematical explanation: 20 points which is equivalent to P 20 is paid to the accident insurance of every qualified card holder, in this case, 700,000 card holders.)
i asked usec maglaya if sm has violated any law regarding this pre-enrollment and the late announcement / information dissemination through email. she said that they have to investigate deeper and collect evidences before they could conclude that the sm-philam collaboration is punishable by consumer laws.
what does dti need?
1. they need the formal complaints of the cardholders who have been irked / affected by this insurance promo
2. they are asking for the flyers, print ads, emails and text messages that sm supposedly published / disseminated before the promo started
3. they need the contract which the card holders signed before they became members (to check if there was an agreement regarding this automatic insurance program)"
Now at least one of my questions was answered. P14 million pesos!!!! Wow, I wonder WHO got richer because of that?!
Monday, June 9, 2008
Calling All SM Advantage Club members!
Help, Please!
Are you an SM Advantage Club member? If yes, are you aware of the SMAC-Philam Plans coverage tie-up wherein SMAC members are automatically enrolled in the insurance program and deducted 20 points from their card balances for this so-called “privilege”?
Please help us find out how many of us are there who were only informed about our coverage with just a few months remaining before the insurance was about to expire. Our concern is, they didn’t ask if we’d like to be covered and if it is okay to deduct points without our knowledge. Yes, 20 points per member is not much. But imagine if 10,000 members (ergo, worth P200,000) were not informed and no one filed any claims, who benefits from the money???
We’d like to prove that SM purposely sent notification emails late so that nobody will have time to file any insurance claims, if any. Complaints were already filed to the DTI but they are not doing any further investigations unless supporting documents are given. In line with this, please voice your indignation against this deceitful way of doing business so that they will finally realize that loyal customers should be respected and looked after, instead of being considered money-makers for the company.
To know if you are covered by the insurance plan, call SMAC’s hotline at 833-8888 and verify your account. You might even be surprised to know that you have been covered and being deducted points for 2 years already without your knowledge like some members have found out! In case you have an email from SMAC in your archives about the insurance plan, please search for it and see when it was sent and when your coverage was.
To become an advocate too against this scheme, please fill out the form below and email to pinoy.advocacy@gmail.com PLEASE ENCOURAGE EVERYBODY YOU KNOW WHO ARE ALSO SMAC MEMBERS TO VISIT THIS SITE AND FILL OUT THE FORM TOO.
- Are you aware of the automatic insurance coverage for SMAC members? If yes, how did you find out about this and when?
- Have you received any email informing you about your personal coverage? If yes, when was the email sent and what are the dates of your coverage?
- Is it okay with you to be deducted 20 points from your SMAC balance without your knowledge and be automatically enrolled in the insurance coverage? Why or why not?
- What are your general thoughts about being automatically insured without being informed about it personally? Do you think you can even file a claim when you meet any accident?
- Please indicate your name and SMAC number found on your card.
Latest SMAC developments
I received emails (again) last Friday from SMAC. The first was from Mr. Maclang (again):
Dear Ms. ******,
Thank you for your email and your comments concerning the SM Advantage - Philam Personal Accident Insurance Program. Rest assured that we have noted your comments and will take them into consideration as we endeavor to further improve on the program.
Meanwhile, as you have expressed your desire not to be included into the program, we have credited back your 20 points to your SM Advantage account. Unless you inform us otherwise, we will consider you permanently opted out of the SM Advantage - Philam Personal Accident Insurance Program.
Kind regards,
Mall of Asia Complex, Pasay City 1300
Philippines
Phone: +63 (2) 831-8000 local 4979
FAX: +63 (2) 831-6600
Mobile: +63 (0917) 868-3943To which I can't help but retort:
Dear Mr. Maclang,
How about the other 20 points you also automatically deducted from me that was supposed to be for my coverage from August 2006 to 2007? The insurance plan that you instigated and which eventually expired without my knowledge? I know about that because the CS rep I spoke to via your hotline told me about it.
Again, any insurance is good insurance, IF the insured knows about it. Sadly, that is not the case with so many of your customers. Know that I have received emails from other friends of mine who received the same email from you and who were also outraged at SM Advantage's audacity to inform them about it months after the insurance coverage took effect.
Too, you still haven't answered the questions I've been asking you since my first email. Why only now? What is the reason why you are informing us about our so-called privilege so many months after you enrolled us there? If you can send these kinds of emails now, why haven't you sent it to us earlier, immediately after we were enrolled? I really want to understand why. Perhaps then, I won't feel this much contempt at the way you are treating your customers -- loyal ones at that. What you are doing, evading the real issues at hand, only shows that you care more about your profits than your customers' welfare.
I remain in the dark about your true intentions.
Disappointed,
******
==
I'd guess he gave up on me (naubusan ng Ingles?) because the next email was sent by somebody else who said the same thing Mr. Maclang been saying in his previous emails. First was this:
Dear Ms ********,
This is to confirm that we will opt you out from Philam with this e-mail request and we will credit back your 20 points.
The SM Advantage – PHILAM Insurance program was announced in three major dailies namely, The Philippine Star, Philippine Daily Inquirer, and the Manila Bulletin one month before the start of the program. The information campaign is and will be sustained through PHILAM insurance flyers displayed and distributed at the customer service counters of all SM Department Stores nationwide to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics.
For further inquiries, you may send us an email at help@sm-advantage.com or call at 8338888 or 1-800-1888-SMAC (7622) outside Metro Manila
Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart.com
==
And then, I got another one. Still without answers to the questions I've been asking since time immemorial:
Dear Ma'am,
Greetings from SM Advantage!
In our effort to continuously provide SM Advantage members with new and valuable privileges, we have recently launched the SM Advantage – Philam Insurance Program. The program gives SM Advantage members the opportunity to avail of Php 100,000 personal accident insurance coverage for one year, for only 20 points.
The Philam accident insurance coverage is awarded to all SM Advantage members with 70 points and above. As token payment for the coverage, twenty (20) points are automatically deducted from every qualified member’s points balance.
The automatic nature of the scheme ensures that the Cardholder can immediately enjoy the insurance coverage benefit without any lapse of time.
Furthermore, the SM Advantage – PHILAM Insurance program was announced in three major dailies namely, The Philippine Star, Philippine Daily Inquirer, and the Manila Bulletin one month before the start of the program. The information campaign is and will be sustained through PHILAM insurance flyers displayed and distributed at the customer service counters of all SM Department Stores nationwide to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics.
Last July 13, 2006 we started enrolling qualified members into this program. As such these people are now covered with the Php 100,000 PHILAM personal accident insurance.
Thank you for your email and for forwarding your discussion to us, if you know anyone who has concerns about Philam or their account they may send us an email at help@sm-advantage.com or call at 833-8888 and we will be glad to assist them.
Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart.com
==
So I replied again, this time in a language that hopefully, they could finally understand:
Ms. Arroco,
I have received several emails already from your office. Time and again you have repeatedly tried to tell me about the so-called privileges for SM Advantage members such as I. But since you seem not to understand what I was getting at, (or perhaps you didn't even take the time to read my emails thoroughly) let me write my concerns in Tagalog. Siguro naman this time, magkakaintindihan tayo.
Una, hindi ko sinasabing masama ang intention ng SMA at Philam sa pagbibigay ng insurance sa mga miyembro nyo. PERO ang minamasama ko, ay KUNG PAANO ninyo ito ipinatupad. Kahit pa sabihin niyo ng paulit-ulit na na-publish ang announcements sa major newspapers at may mga fliers na ipinakakalat, sabi mo nga to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics THE FACT REMAINS, maraming members ninyo ang hindi pa rin nakakaalam tungkol dito HANGGANG NGAYON!
So ibig sabihin KULANG ang efforts na ginagawa ninyo! Biruin mo ang gulat ko nang pagtawag ko sa hotline ninyo, bigla kong nalaman na covered na pala ako ng insurance na yan since 2006?! Tapos HINDI KO MAN LANG NALAMAN eh nag-expire na at lahat yung una at nai-enroll niyo na naman ako sa panibagong coverage NA HINDI KO PA RIN ALAM at ngayon nagkaroon kayo ng time na mag-email sa akin para sabihan ako tungkol dito 3 MONTHS BAGO ITO MAGE-EXPIRE na naman!
Noong nag-renew ako ng card last October 2007, bakit wala man lang sulat (o yang sinasabi ninyong flier) ang ibinigay kasama nung mga coupons (na hindi ko rin naman nagamit dahil 2 months na lang mage-expire na rin agad) na binibigay ninyo para i-inform ako na nasa second year of coverage na pala ako?
KUNG MAY TIME KAYONG MAG-EMAIL SA AKIN NGAYON NG PAULIT-ULIT PARA IPAMUKHA SA AKIN NA NAGCO-COMMUNICATE KAYO VIA NEWSPAPERS AND FLIERS SA MGA MEMBERS NINYO, BAKIT HINDI NINYO NAGAWANG I-EMAIL AKO NUNG UMPISA PA LAMANG NA IN-ENROLL NINYO AKO AUTOMATICALLY SA INSURANCE PROGRAM NA YAN?
Ang punto ko, kung marami kaming ganito ang experience, kanino napunta ang mga 20 points na pinagkakaltas ninyo sa amin kung wala na rin naman kaming naging chance mag-claim ng kahit ano dahil HINDI NGA NAMIN ALAM?! BAKIT NAGHUHUGAS KAMAY KAYO NA PARANG WALA KAYONG KASALANAN EH NAPAKALINAW NAMANG MAY PAGKUKULANG KAYO??????
Yan ang mga tanong ko noon pa na hanggang ngayon ay hindi ninyo sinasagot. Paano ko ire-respeto ang mga sinasabi ninyong pagmamalasakit sa mga members ninyo ngayong hindi ko naman nakita yan based na rin sa mga past emails ninyo sa akin?
Rest assured na marami pang members ang magsasalita tungkol dito. Sinisiguro ko yan sa inyo. Napakahirap na ng buhay sa Pilipinas ngayon, huwag na ninyong dagdagan ang panloloko sa kapwa ninyo Pilipino.
Ay naku, pagod na ako! Ang labo nilang kausap!!!
Dear Ms. ******,
Thank you for your email and your comments concerning the SM Advantage - Philam Personal Accident Insurance Program. Rest assured that we have noted your comments and will take them into consideration as we endeavor to further improve on the program.
Meanwhile, as you have expressed your desire not to be included into the program, we have credited back your 20 points to your SM Advantage account. Unless you inform us otherwise, we will consider you permanently opted out of the SM Advantage - Philam Personal Accident Insurance Program.
Kind regards,
REY T. MACLANG
Asst. Vice President - Marketing
Marketing Convergence, Inc.
Bldg. D, SM Corporate Office, J. W. Diokno BoulevardAsst. Vice President - Marketing
Marketing Convergence, Inc.
Mall of Asia Complex, Pasay City 1300
Philippines
Phone: +63 (2) 831-8000 local 4979
FAX: +63 (2) 831-6600
Dear Mr. Maclang,
How about the other 20 points you also automatically deducted from me that was supposed to be for my coverage from August 2006 to 2007? The insurance plan that you instigated and which eventually expired without my knowledge? I know about that because the CS rep I spoke to via your hotline told me about it.
Again, any insurance is good insurance, IF the insured knows about it. Sadly, that is not the case with so many of your customers. Know that I have received emails from other friends of mine who received the same email from you and who were also outraged at SM Advantage's audacity to inform them about it months after the insurance coverage took effect.
Too, you still haven't answered the questions I've been asking you since my first email. Why only now? What is the reason why you are informing us about our so-called privilege so many months after you enrolled us there? If you can send these kinds of emails now, why haven't you sent it to us earlier, immediately after we were enrolled? I really want to understand why. Perhaps then, I won't feel this much contempt at the way you are treating your customers -- loyal ones at that. What you are doing, evading the real issues at hand, only shows that you care more about your profits than your customers' welfare.
I remain in the dark about your true intentions.
Disappointed,
******
==
I'd guess he gave up on me (naubusan ng Ingles?) because the next email was sent by somebody else who said the same thing Mr. Maclang been saying in his previous emails. First was this:
Dear Ms ********,
This is to confirm that we will opt you out from Philam with this e-mail request and we will credit back your 20 points.
The SM Advantage – PHILAM Insurance program was announced in three major dailies namely, The Philippine Star, Philippine Daily Inquirer, and the Manila Bulletin one month before the start of the program. The information campaign is and will be sustained through PHILAM insurance flyers displayed and distributed at the customer service counters of all SM Department Stores nationwide to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics.
For further inquiries, you may send us an email at help@sm-advantage.com or call at 8338888 or 1-800-1888-SMAC (7622) outside Metro Manila
Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart
==
And then, I got another one. Still without answers to the questions I've been asking since time immemorial:
Dear Ma'am,
Greetings from SM Advantage!
In our effort to continuously provide SM Advantage members with new and valuable privileges, we have recently launched the SM Advantage – Philam Insurance Program. The program gives SM Advantage members the opportunity to avail of Php 100,000 personal accident insurance coverage for one year, for only 20 points.
The Philam accident insurance coverage is awarded to all SM Advantage members with 70 points and above. As token payment for the coverage, twenty (20) points are automatically deducted from every qualified member’s points balance.
The automatic nature of the scheme ensures that the Cardholder can immediately enjoy the insurance coverage benefit without any lapse of time.
Furthermore, the SM Advantage – PHILAM Insurance program was announced in three major dailies namely, The Philippine Star, Philippine Daily Inquirer, and the Manila Bulletin one month before the start of the program. The information campaign is and will be sustained through PHILAM insurance flyers displayed and distributed at the customer service counters of all SM Department Stores nationwide to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics.
Last July 13, 2006 we started enrolling qualified members into this program. As such these people are now covered with the Php 100,000 PHILAM personal accident insurance.
Thank you for your email and for forwarding your discussion to us, if you know anyone who has concerns about Philam or their account they may send us an email at help@sm-advantage.com or call at 833-8888 and we will be glad to assist them.
Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart
==
So I replied again, this time in a language that hopefully, they could finally understand:
Ms. Arroco,
I have received several emails already from your office. Time and again you have repeatedly tried to tell me about the so-called privileges for SM Advantage members such as I. But since you seem not to understand what I was getting at, (or perhaps you didn't even take the time to read my emails thoroughly) let me write my concerns in Tagalog. Siguro naman this time, magkakaintindihan tayo.
Una, hindi ko sinasabing masama ang intention ng SMA at Philam sa pagbibigay ng insurance sa mga miyembro nyo. PERO ang minamasama ko, ay KUNG PAANO ninyo ito ipinatupad. Kahit pa sabihin niyo ng paulit-ulit na na-publish ang announcements sa major newspapers at may mga fliers na ipinakakalat, sabi mo nga to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics THE FACT REMAINS, maraming members ninyo ang hindi pa rin nakakaalam tungkol dito HANGGANG NGAYON!
So ibig sabihin KULANG ang efforts na ginagawa ninyo! Biruin mo ang gulat ko nang pagtawag ko sa hotline ninyo, bigla kong nalaman na covered na pala ako ng insurance na yan since 2006?! Tapos HINDI KO MAN LANG NALAMAN eh nag-expire na at lahat yung una at nai-enroll niyo na naman ako sa panibagong coverage NA HINDI KO PA RIN ALAM at ngayon nagkaroon kayo ng time na mag-email sa akin para sabihan ako tungkol dito 3 MONTHS BAGO ITO MAGE-EXPIRE na naman!
Noong nag-renew ako ng card last October 2007, bakit wala man lang sulat (o yang sinasabi ninyong flier) ang ibinigay kasama nung mga coupons (na hindi ko rin naman nagamit dahil 2 months na lang mage-expire na rin agad) na binibigay ninyo para i-inform ako na nasa second year of coverage na pala ako?
KUNG MAY TIME KAYONG MAG-EMAIL SA AKIN NGAYON NG PAULIT-ULIT PARA IPAMUKHA SA AKIN NA NAGCO-COMMUNICATE KAYO VIA NEWSPAPERS AND FLIERS SA MGA MEMBERS NINYO, BAKIT HINDI NINYO NAGAWANG I-EMAIL AKO NUNG UMPISA PA LAMANG NA IN-ENROLL NINYO AKO AUTOMATICALLY SA INSURANCE PROGRAM NA YAN?
Ang punto ko, kung marami kaming ganito ang experience, kanino napunta ang mga 20 points na pinagkakaltas ninyo sa amin kung wala na rin naman kaming naging chance mag-claim ng kahit ano dahil HINDI NGA NAMIN ALAM?! BAKIT NAGHUHUGAS KAMAY KAYO NA PARANG WALA KAYONG KASALANAN EH NAPAKALINAW NAMANG MAY PAGKUKULANG KAYO??????
Yan ang mga tanong ko noon pa na hanggang ngayon ay hindi ninyo sinasagot. Paano ko ire-respeto ang mga sinasabi ninyong pagmamalasakit sa mga members ninyo ngayong hindi ko naman nakita yan based na rin sa mga past emails ninyo sa akin?
Rest assured na marami pang members ang magsasalita tungkol dito. Sinisiguro ko yan sa inyo. Napakahirap na ng buhay sa Pilipinas ngayon, huwag na ninyong dagdagan ang panloloko sa kapwa ninyo Pilipino.
Ay naku, pagod na ako! Ang labo nilang kausap!!!
Tuesday, June 3, 2008
Continuation of the SM Advantage Saga
Ack, this seems like a teleserye already. But, as there are new developments in my "battle" against SM's rotten insurance program, let's carry on ...
Yesterday, Ms. Marou Sarne of DWIZ 882, interviewed me around 12:45 pm during their program about the issues I took up with SM Advantage. She gave a backgrounder about the topic and confirmed that there are also other people who posted the same complaints in an internet forum. We discussed about SM's dubious process of automatically enrolling SMA members without our knowledge and consent among other things. I was glad I was given the opportunity to speak out for many who, I'm sure, would also like to air out their concerns but couldn't find the proper venues to do so.
Marou told me that they will be trying to contact DTI, SM and perhaps Philam so they can speak their side in today's program. So do tune in to their show using the AM frequency from 12-1 pm Mondays to Fridays or look for their website where, I was told, live feeds can be heard.
I just hope we can get some clearer answers soon. Hmmm, if only someone from SM could honestly admit: "Eh kaya nga late kami nagpapadala ng notices, para wala na kayong time mag-claim at amin na lang ang pera nyo!" After all, that is what's been happening. *sigh* Wishful thinking.
Also, I received another email from Atty. Asis of DTI this afternoon in response to my last letter to them (please see my previous blog post). Here it is
Thanks for the update, I accidentally touched a key on my computers which prompted the sending of my incomplete email reply to you which was my first email letter and I aplogies for that incident. I sent the said SM letter to help clarify concerns between you and SM as an initial measure of action taken by our offcice on your complaint considering a similar case on the matter. However If you are not satisfied with the explanations stated in the said letter you might consider waiting for an answer from SM. Again we are doing this as an initial measure/action to assiat disputing parties resolve their concerns within their level..
Dear Atty Asis,
I hope SM can come up with a specific response with regards to the issues I'm complaining about and not send some general letter to shut up the customers simply because they answered regardless of the content or message within.
*Sigh* So I'm supposed to go through all the legal hoops just so DTI will act on the issues I raised? I was hoping that since more and more SM Advantage customers are complaining about this particular program, your agency can at least start investigating this further. After all, we did send you our complaints already. Frankly, it seems that even DTI is making it harder for ordinary people like us to find justice when the cases involve big corporations like SM and Philam.
If you search the net, you'll find several forums where people are also posting their disgust at the so-called insurance privilege because they, too, only got to know about it a few months before their coverage expires. In my case, I only found out about being already on my 2nd year of coverage because I called their hotline! What kind of professionalism is that on their part?!
Kindly consider compiling too the list of complaints you've been getting from dissatisfied SM Advantage customers instead of asking each one of us to yet again file another set of formal complaints individually before you take some concrete actions.
Respectfully,
*****
Once more, I was disappointed because he wants me to file a formal complaint (hindi pa pala considered formal yung ginawa kong pag-email!) with supporting documents etc. Haven't I mapped out already the important points they need to look into? To think that even with the similarly-mannered complaints they already received, they still won't investigate the matter thoroughly unless someone would go through all the "red tape". What I observed is that DTI only forwards to email senders the standard letter that SM gave them and (I think) hopes for the best that everyone who received that will no longer pursue the matter because it would be too much of a hassle by then.
Given the numerous complaints already being aired by so many SMA customers (whether through formal writing or calls to DTI, SM and Philam; posts in the internet and emails to one's network of contacts) who are dissatisfied with the process, why can't DTI at least exert some effort to take this thing more seriously? I hope when they are contacted by Marou's program, somebody can finally provide coherent answers that will directly address the issues raised.
Yesterday, Ms. Marou Sarne of DWIZ 882, interviewed me around 12:45 pm during their program about the issues I took up with SM Advantage. She gave a backgrounder about the topic and confirmed that there are also other people who posted the same complaints in an internet forum. We discussed about SM's dubious process of automatically enrolling SMA members without our knowledge and consent among other things. I was glad I was given the opportunity to speak out for many who, I'm sure, would also like to air out their concerns but couldn't find the proper venues to do so.
Marou told me that they will be trying to contact DTI, SM and perhaps Philam so they can speak their side in today's program. So do tune in to their show using the AM frequency from 12-1 pm Mondays to Fridays or look for their website where, I was told, live feeds can be heard.
I just hope we can get some clearer answers soon. Hmmm, if only someone from SM could honestly admit: "Eh kaya nga late kami nagpapadala ng notices, para wala na kayong time mag-claim at amin na lang ang pera nyo!" After all, that is what's been happening. *sigh* Wishful thinking.
Also, I received another email from Atty. Asis of DTI this afternoon in response to my last letter to them (please see my previous blog post). Here it is
Dear Ms. *****,
Thanks for the update, I accidentally touched a key on my computers which prompted the sending of my incomplete email reply to you which was my first email letter and I aplogies for that incident. I sent the said SM letter to help clarify concerns between you and SM as an initial measure of action taken by our offcice on your complaint considering a similar case on the matter. However If you are not satisfied with the explanations stated in the said letter you might consider waiting for an answer from SM. Again we are doing this as an initial measure/action to assiat disputing parties resolve their concerns within their level..
In case you are still not satisfied with their response, you can formally file a complaint in our office. Your formal complaint should be duly signed stating therein your name, address; contact numbers, the name and address of the establishment you are complaining; and the circumstances regarding the complaint including names, emails, dates places etc. Also enclosed supporting documents such as official receipts, deed of sale and the likes manifesting proof of sales/transaction. We need the said information so that we can properly evaluate and act on your complaint; and determine whether your omplaint has legal basis or cause action; or it is within the ambit of the consumer act. Please comply with the above requirements as prescribed by the law.
Very truly yours,
Mario Asis
Head, Legal Affairs Center
National Capital Region
Department of Trade and Industry
12th Floor Trafalgar Plaza Bldg.,
105 H.V. dela Costa st. Salcedo Village Makati
Tel. No. 811-8231 local 218
To which, again, my Gabriela Silang side couldn't just let pass. So I composed another reply:
Dear Atty Asis,
I hope SM can come up with a specific response with regards to the issues I'm complaining about and not send some general letter to shut up the customers simply because they answered regardless of the content or message within.
*Sigh* So I'm supposed to go through all the legal hoops just so DTI will act on the issues I raised? I was hoping that since more and more SM Advantage customers are complaining about this particular program, your agency can at least start investigating this further. After all, we did send you our complaints already. Frankly, it seems that even DTI is making it harder for ordinary people like us to find justice when the cases involve big corporations like SM and Philam.
If you search the net, you'll find several forums where people are also posting their disgust at the so-called insurance privilege because they, too, only got to know about it a few months before their coverage expires. In my case, I only found out about being already on my 2nd year of coverage because I called their hotline! What kind of professionalism is that on their part?!
Kindly consider compiling too the list of complaints you've been getting from dissatisfied SM Advantage customers instead of asking each one of us to yet again file another set of formal complaints individually before you take some concrete actions.
Respectfully,
*****
Once more, I was disappointed because he wants me to file a formal complaint (hindi pa pala considered formal yung ginawa kong pag-email!) with supporting documents etc. Haven't I mapped out already the important points they need to look into? To think that even with the similarly-mannered complaints they already received, they still won't investigate the matter thoroughly unless someone would go through all the "red tape". What I observed is that DTI only forwards to email senders the standard letter that SM gave them and (I think) hopes for the best that everyone who received that will no longer pursue the matter because it would be too much of a hassle by then.
Given the numerous complaints already being aired by so many SMA customers (whether through formal writing or calls to DTI, SM and Philam; posts in the internet and emails to one's network of contacts) who are dissatisfied with the process, why can't DTI at least exert some effort to take this thing more seriously? I hope when they are contacted by Marou's program, somebody can finally provide coherent answers that will directly address the issues raised.
Saturday, May 31, 2008
Updates on the SM Advantage story
Just so you guys are updated, I filed a formal complaint to DTI via email yesterday morning:
==
Dear Sir/Madam,
Kindly read the email exchanges below [see previous post] as backgrounder. I am very much irritated and disgusted at the deceitful way SM Advantage has been doing business. I received the original email about the Philam Accident insurance just two days ago and was shocked that they can blatantly assume their members' wishes.
As of this writing, my last email to them is still unanswered. I called their hotline this morning and, again, was shocked when I was informed that they have been deducting points from me for the stupid insurance since 2006! The CS rep even had the gall to repeatedly tell me "Mam, kasi program ng Philam yan" as if SMAC had nothing to do with it.
My goodness, imagine the millions of pesos this company has been earning all these years from how many thousands of members whom, I'm sure, many of which wouldn't bother to complain about a measly 20 points. But if you think about it, P20 x say, 10,000 members already gives them P200,000 in profit!
I really hope you can take immediate action against this. Thank you very, very much! I await your speedy response.
Also, I'd like to commend DTI on the prompt and polite service I got when I called your hotline a while ago. I'm glad you have well-trained CS reps who really know how to talk to callers.
Sincerely,
****
==
The DTI replied to me and CC'd SMA:
Did that email answer my main concerns on their so-called process of "communicating" with their customers? Definitely not! So I composed another reply:
Mr. Maclang,
I will concede that the program you are implementing MAY be beneficial to your members IF we knew about it in the first place. Heck, I might even be happy to be enrolled if I was informed BEFORE you deducted any points from me. As it is, you sent me an email regarding MY insurance 3 MONTHS BEFORE it expires. And as of this morning when I called your hotline, imagine my shock when I was told that I have been being deducted points for this "benefit" since 2006! What if I met an accident last year or the year before that? Would I have been able to claim anything from Philam when I didn't even know that I was insured?!
When you said "We have regular communications with our Cardholders about this membership privilege through flyers and full page advertisements in the most prominent daily broadsheets (Philippine Star, Philippine Daily Inquirer and Manila Bulletin)" that is not the proper way to communicate! Because then, you are wrongfully assuming that all your members will read those announcements. Just to let you know, I'm one of those who haven't. Is SMA that lazy to send snail mails or emails directly to your members so that we would be informed firsthand about your so-called program? Or will that cut your earnings from this Philam tie-up huh?
You further said so yourself that "Moreover, we will be continuously exploring new communications channels to help enhance the awareness of our Cardholders and their understanding for this Program." Based on this statement, anybody sane enough would immediately understand that you RECOGNIZE your shortcomings of falling short in terms of proper information dissemination with regards to your cardholders' awareness about the program.
WHY HAVEN'T YOU INFORMED YOUR MEMBERS BEFORE ENROLLING US IN THAT INSURANCE PROGRAM? That is my main complaint! Perhaps if you did that, you won't be receiving these kinds of complaints. Or haven't you thought about that?
So don't go placating me with standard letters that don't mean anything to me!
I am very, very disappointed at your attempt to explain away the matter without addressing my main concern.
==
After sending that, I got the same email from DTI but this time, there was a signature of the person who sent it:
==
So I wrote another email for him:
Dear Atty. Asis,
As the first email I got from this address had none of your name on it, I mistakenly assumed it came from SM thus my response was addressed to Mr. Maclang. Since I'm sure you've already read my response to that other email, kindly address on your end my main complaint: That of personally receiving a letter from them about the insurance program three months' short of its expiration.
I have just received messages from two friends of mine who received similar emails and were as initially bewildered as I was. It became obvious to me that SM is sending out the emails late so that nobody can file any claims and they simply rake in the payments. Too, their reasoning of having good intentions doesn't erase the fact that they enroll their members in the insurance program WITHOUT our knowledge. Imagine, I was in the dark about it for two years! And they have the audacity to tell us that we have a choice to opt out by filling out a form at their customer service counters. That is so inconvenient! Why couldn't they have ASKED us first BEFORE we were AUTOMATICALLY ENROLLED so that we won't have to be bothered with going through the motions of opting out?!
I hope you got my point.
Sincerely,
*****
==
Well, I got no more replies after that. I don't know if they DID get my point. Ganun ba kalabo yung pagkasulat ko???? O ayaw lang talaga nilang intindihin?
Yesterday afternoon, I was in Makati when my hubby texted that we need dog food pellets. I dropped by SM Supermarket and told the cashier to use all the points on my card. How much was the balance? A measly P133 after the P60+ I used in 2006. Imagine, after all those purchases after 2 1/2 years of membership (including one renewal), hindi man lang umabot ng P200 ang na-rebate ko?! I tell you, SM is not worthy of my loyalty! I won't renew my membership anymore when my current membership expires. And until it does, I won't let my points reach 70 so they won't be able to deduct any points ever again!
To SMAC holders, realize that to get 20 points on your card, you should spend P4000 worth of SM department store items or P8000 worth of SM Supermarket groceries. If you use a credit or even a debit card, your points are cut in half. Ergo, instead of 1 point for a P400 purchase, you'll get 0.5 points. How's that for strategy on their part?
To those who are saying I'm overreacting, no I'm not. I am just standing up for my rights as a consumer who ought to be respected in return by the establishments I patronize. If nobody speaks up when atrocities like these happen, what kind of Philippines will our children have when they grow up? A more corrupt nation? I would hate to see that happen. And I hope this time, at least YOU (the reader) got my point. Stop being apathetic to these kinds of issues. Let's all start fighting for what is right. Cliche as it may sound, I still believe that, together, we can make a difference.
==
Dear Sir/Madam,
Kindly read the email exchanges below [see previous post] as backgrounder. I am very much irritated and disgusted at the deceitful way SM Advantage has been doing business. I received the original email about the Philam Accident insurance just two days ago and was shocked that they can blatantly assume their members' wishes.
As of this writing, my last email to them is still unanswered. I called their hotline this morning and, again, was shocked when I was informed that they have been deducting points from me for the stupid insurance since 2006! The CS rep even had the gall to repeatedly tell me "Mam, kasi program ng Philam yan" as if SMAC had nothing to do with it.
My goodness, imagine the millions of pesos this company has been earning all these years from how many thousands of members whom, I'm sure, many of which wouldn't bother to complain about a measly 20 points. But if you think about it, P20 x say, 10,000 members already gives them P200,000 in profit!
I really hope you can take immediate action against this. Thank you very, very much! I await your speedy response.
Also, I'd like to commend DTI on the prompt and polite service I got when I called your hotline a while ago. I'm glad you have well-trained CS reps who really know how to talk to callers.
Sincerely,
****
==
The DTI replied to me and CC'd SMA:
Dear Ms. ****,
This has reference to your complaint against SM SM Advantage Card, please find below a letter sent to us by SM in response to an earlier complaint with a similar subject and we placed in anonimity the name of the complainant in this SM letter we are forwarding to you. Since the subject of this letter is of a similar nature and the said complainant was clarified on her issues agaisnt SM, we are looking forward that said letter will clarify your issues and concern on the said SM card.
Letter sent to us by SM
Dear Atty. Asis,
This is in response to the letter from Ms.______ regarding the opt-out insurance scheme offered by the SM Advantage Card program.
At the onset, we would like to assure Ms. _______. and the Department of Trade and Industry that the SM Advantage Insurance Program was developed with the best of intentions. It intends to offer cardholders an option of insurance protection at affordable cost conveniently.
The mechanics of the SM Advantage Card Insurance Program is such that when an SM Advantage Cardholder has accumulated 70 points, he is automatically awarded a Php 100,000.00 Accidental Death or Permanent Disability cover for only 20 points (equivalent to 20 Pesos). This program is automatic but not compulsory. Any Cardholder has the option to decline this privilege anytime through SM Department Store's Customer Service Counters, by fax or through the Philam hotline. Once the Cardholder declines this privilege, the 20 points used for his or her enrollment in the Program are promptly credited back to his account. The automatic nature of the scheme ensures that the Cardholder can immediately enjoy the insurance coverage benefit without any lapse of time.
Recognizing the importance of insurance for every individual, SM and its partner, Philam Insurance, have created one of the most convenient and affordable programs in the market to ensure that its Cardholders can acquire basic financial protection against accidental death or permanent disability. With this modest motivation in mind for the Program, we continue to proudly extend this privilege to our Cardholders by providing them the following advantages:
This is in response to the letter from Ms.______ regarding the opt-out insurance scheme offered by the SM Advantage Card program.
At the onset, we would like to assure Ms. _______. and the Department of Trade and Industry that the SM Advantage Insurance Program was developed with the best of intentions. It intends to offer cardholders an option of insurance protection at affordable cost conveniently.
The mechanics of the SM Advantage Card Insurance Program is such that when an SM Advantage Cardholder has accumulated 70 points, he is automatically awarded a Php 100,000.00 Accidental Death or Permanent Disability cover for only 20 points (equivalent to 20 Pesos). This program is automatic but not compulsory. Any Cardholder has the option to decline this privilege anytime through SM Department Store's Customer Service Counters, by fax or through the Philam hotline. Once the Cardholder declines this privilege, the 20 points used for his or her enrollment in the Program are promptly credited back to his account. The automatic nature of the scheme ensures that the Cardholder can immediately enjoy the insurance coverage benefit without any lapse of time.
Recognizing the importance of insurance for every individual, SM and its partner, Philam Insurance, have created one of the most convenient and affordable programs in the market to ensure that its Cardholders can acquire basic financial protection against accidental death or permanent disability. With this modest motivation in mind for the Program, we continue to proudly extend this privilege to our Cardholders by providing them the following advantages:
- Extremely accessible and convenient insurance coverage simply by being an SM Advantage Cardholder.
- The Cardholder is provided with an opportunity to have an insurance coverage without any cash layout. If the Cardholder would try to acquire an Accident Insurance outside the Program, it would cost approximately 500 Pesos. With this Program, a Cardholder has access to a substantial amount of insurance for only 20 points. The proceeds of this insurance can be claimed on top of any other existing life or accident insurance plan that the Cardholder may have for death or permanent disability due to accident. In short, it will never be a duplication of any other insurance coverage.
We have regular communications with our Cardholders about this membership privilege through flyers and full page advertisements in the most prominent daily broadsheets (Philippine Star, Philippine Daily Inquirer and Manila Bulletin). Moreover, we will be continuously exploring new communications channels to help enhance the awareness of our Cardholders and their understanding for this Program. This is a genuine effort formed through the partnership of two highly respected and stable companies that ensure all legitimate and admissible claims under the Program are paid to the rightful beneficiaries at all times.
Most Sincerely,
REY T. MACLANG
Asst. Vice President - Marketing
Marketing Convergence, Inc.
Bldg. D, SM Corporate Office, Bay Boulevard
SM Central Business Park, 1300 Pasay City
Philippines
Phone: +63 (2) 831-8000 local 4979
FAX: +63 (2) 831-6600
Mobile: +63 (0918) 948-9754
Email: RTM@sm-shoemart.com
===Most Sincerely,
REY T. MACLANG
Asst. Vice President - Marketing
Marketing Convergence, Inc.
Bldg. D, SM Corporate Office, Bay Boulevard
SM Central Business Park, 1300 Pasay City
Philippines
Phone: +63 (2) 831-8000 local 4979
FAX: +63 (2) 831-6600
Mobile: +63 (0918) 948-9754
Email: RTM@sm-shoemart.com
Did that email answer my main concerns on their so-called process of "communicating" with their customers? Definitely not! So I composed another reply:
Mr. Maclang,
I will concede that the program you are implementing MAY be beneficial to your members IF we knew about it in the first place. Heck, I might even be happy to be enrolled if I was informed BEFORE you deducted any points from me. As it is, you sent me an email regarding MY insurance 3 MONTHS BEFORE it expires. And as of this morning when I called your hotline, imagine my shock when I was told that I have been being deducted points for this "benefit" since 2006! What if I met an accident last year or the year before that? Would I have been able to claim anything from Philam when I didn't even know that I was insured?!
When you said "We have regular communications with our Cardholders about this membership privilege through flyers and full page advertisements in the most prominent daily broadsheets (Philippine Star, Philippine Daily Inquirer and Manila Bulletin)" that is not the proper way to communicate! Because then, you are wrongfully assuming that all your members will read those announcements. Just to let you know, I'm one of those who haven't. Is SMA that lazy to send snail mails or emails directly to your members so that we would be informed firsthand about your so-called program? Or will that cut your earnings from this Philam tie-up huh?
You further said so yourself that "Moreover, we will be continuously exploring new communications channels to help enhance the awareness of our Cardholders and their understanding for this Program." Based on this statement, anybody sane enough would immediately understand that you RECOGNIZE your shortcomings of falling short in terms of proper information dissemination with regards to your cardholders' awareness about the program.
WHY HAVEN'T YOU INFORMED YOUR MEMBERS BEFORE ENROLLING US IN THAT INSURANCE PROGRAM? That is my main complaint! Perhaps if you did that, you won't be receiving these kinds of complaints. Or haven't you thought about that?
So don't go placating me with standard letters that don't mean anything to me!
I am very, very disappointed at your attempt to explain away the matter without addressing my main concern.
==
After sending that, I got the same email from DTI but this time, there was a signature of the person who sent it:
Dear Ms. *****,
This has reference to your complaint against SM for its SM Advantage Card, please find below a letter sent to us by SM in response to an earlier complaint with a similar subject and we placed in anonimity the name of the complainant in this SM letter we are forwarding to you. Since the subject of this letter is of a similar nature and the said complainant was clarified on her issues against SM, we are looking forward that said letter will clarify your issues and concern on the said SM card.
For your guidance,
Mario Asis
Head, Legal Affairs Center
National Capital Region12th Floor Trafalgar Plaza Bldg.,
Department of Trade and Industry
105 H.V. dela Costa st. Salcedo Village Makati
Tel. No. 811-8231 local 218
==
So I wrote another email for him:
Dear Atty. Asis,
As the first email I got from this address had none of your name on it, I mistakenly assumed it came from SM thus my response was addressed to Mr. Maclang. Since I'm sure you've already read my response to that other email, kindly address on your end my main complaint: That of personally receiving a letter from them about the insurance program three months' short of its expiration.
I have just received messages from two friends of mine who received similar emails and were as initially bewildered as I was. It became obvious to me that SM is sending out the emails late so that nobody can file any claims and they simply rake in the payments. Too, their reasoning of having good intentions doesn't erase the fact that they enroll their members in the insurance program WITHOUT our knowledge. Imagine, I was in the dark about it for two years! And they have the audacity to tell us that we have a choice to opt out by filling out a form at their customer service counters. That is so inconvenient! Why couldn't they have ASKED us first BEFORE we were AUTOMATICALLY ENROLLED so that we won't have to be bothered with going through the motions of opting out?!
I hope you got my point.
Sincerely,
*****
==
Well, I got no more replies after that. I don't know if they DID get my point. Ganun ba kalabo yung pagkasulat ko???? O ayaw lang talaga nilang intindihin?
Yesterday afternoon, I was in Makati when my hubby texted that we need dog food pellets. I dropped by SM Supermarket and told the cashier to use all the points on my card. How much was the balance? A measly P133 after the P60+ I used in 2006. Imagine, after all those purchases after 2 1/2 years of membership (including one renewal), hindi man lang umabot ng P200 ang na-rebate ko?! I tell you, SM is not worthy of my loyalty! I won't renew my membership anymore when my current membership expires. And until it does, I won't let my points reach 70 so they won't be able to deduct any points ever again!
To SMAC holders, realize that to get 20 points on your card, you should spend P4000 worth of SM department store items or P8000 worth of SM Supermarket groceries. If you use a credit or even a debit card, your points are cut in half. Ergo, instead of 1 point for a P400 purchase, you'll get 0.5 points. How's that for strategy on their part?
To those who are saying I'm overreacting, no I'm not. I am just standing up for my rights as a consumer who ought to be respected in return by the establishments I patronize. If nobody speaks up when atrocities like these happen, what kind of Philippines will our children have when they grow up? A more corrupt nation? I would hate to see that happen. And I hope this time, at least YOU (the reader) got my point. Stop being apathetic to these kinds of issues. Let's all start fighting for what is right. Cliche as it may sound, I still believe that, together, we can make a difference.
Thursday, May 29, 2008
SM Takes Advantage
I need to vent and I'm sure other SM Advantage members here will be interested to know about this.
Yesterday, I got this email from sm-advantage@smtp-sm-advantage.com
What kind of stupid promo is this?! You enrolled me into something without my permission and now had the audacity to inform me about it three months before the darned insurance is about to expire????? What's more, you're telling me that I have a choice to opt-out by obliging me to go to one of your branches so I can fill out a form?!
My goodness! I am staggered at the level of unprofessionalism you have just exhibited!
I felt better after sending that. BUT, imagine my surprise when they replied earlier today:
Greetings from SM Advantage!
Thank you for your email and we apologize for the inconvenience and confusion this caused you. If you wish not to be enrolled in the program you may just send us a request and we will forward your concern.
Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart.com
Wow, how obtuse can they get?! Being one not to back down until I am able to prove my point, I replied again:
Is it not yet obvious from my previous email that I am not interested in your program?
YES, I DO NOT WISH TO BE ENROLLED IN YOUR INSURANCE PROGRAM. SO PLEASE REMOVE MY NAME IN YOUR LIST OF "VICTIMS".
May I just ask, how come you people audaciously assume that all your customers want this and enroll us automatically without our knowledge? I have a mind to report you to the DTI and file a complaint!
Who knows how many SM Advantage Members you've pulled this stunt onto. Yes, to think that 20 points is not much, but if as little as 1,000 members are automatically enrolled, that is already a P20,000 profit on your part! That can already be considered as a scam.
Plus, it is very clear how informing the "enrollees" about our supposed to be "privilege" three months before the one-year coverage expires ensures we don't make any claims. What a sneaky way to do business.
As of this writing, I haven't received any replies from them. I don't know if they still will after my scathing messages. I shared my frustration with several friends and they all agreed that it was an underhanded thing for SM Advantage to inflict upon its members. One even told me that she too got the same email and protested too about the lack of professionalism on the part of the membership program.
I'd also like to share something I sent to my friends who reacted to my SMAC story. This is to prove how deceitful and unfair I am finding SM to be.
Yun nga kaya bwisit na bwisit ako. Siguro kung ininform nila ako at the time na inactivate yang insurance na yan, mas maganda ang magiging reaction ko, mas malamang matuwa pa ako kasi ang mura nga naman nung bayad. Pero as it is, para naman silang tanga na sasabihin sa akin, malapit na mag-expire eh di ba sobrang obvious tuloy na technique nila yung para sure na wala ka ng maki-claim! Pano pala kung na-aksidente ako last year tapos di ko man lang alam na may coverage pala ako against that at kung sakali eh may maki-claim ako di ba?
Saka grabeng tuso ng SM talaga. Biro mo sa points system pa lang, para ka magka-1 point (na piso lang naman!) kelangan mo mag-purchase ng worth P200 sa department store or P400 sa supermarket! Tapos yung green bag na yan, bibigyan ka lang ng additional 2 pts pag gumamit ka pero bawal mag-exceed ng 3 bags per transaction! Duh. Di ko nga magets yung sinasabi nilang double points eh hindi naman.
Kasi sa Shopwise, pag ginamit mo yung canvas bag nila, lahat ng mailalaman doon ng bagger, double points. For example, kung ang worth ng binili mo eh P2000, may P40 na agad papasok sa Wise Card mo. As in ang laki! Kasi last October, nag-claim ako ng rebates, naka P400 ako. After that, bumili na kami nung canvas bag. By March, nagulat ako pag-claim ko ulit ng rebates, P1200 ang nasa card ko! San mo mapupulot yun di ba?!
Also, super tibay nung bag sa Shopwise, saka malaki kaya kahit about 5-10 kg ang ilaman mo, kayang buhatin. Eh yung green bag ng SM, sows, isang lata ng pediasure, ilang canned goods at isang bote ng ketchup lang binili namin ni hubby, nawakwak ang ilalim! As in bumuka yung tahi! Muntik na kamo bumagsak yung bote ng ketchup kung di ko nakita agad (kasi nakasabit sa balikat ni hubby at naglalakad ako sa side nya). Eh di complain kami sa customer service. Pinalitan nila yung bag pero after that, magagaan na lang nilalagay namin.
Admittedly, 'di naman kasi lahat ng products sa Shopwise mura. May mabibili ka sa Savemore na cheaper. Kaya hati ang pag-grocery ko minsan kung saan makakatipid. Pero yun nga, sobrang disappointed ako sa SM kasi obvious na obvious na habol lang nila sa customers eh pera :(
To other SMAC members, I'd appreciate your comments and reactions. I'm also interested to know if you have been "victimized" by them with this kind of money-making activity.
Yesterday, I got this email from sm-advantage@smtp-sm-advantage.com
==
Greetings!
We are pleased to inform you that you have qualified, and have been enrolled, into the SM Advantage - Philam Personal Accident Insurance Program. Your coverage started last 08/15/07 and will end on 08/15/08. As token payment for this special benefit, we have deducted 20 points from your SM Advantage Card balance.
For only 20 points, the program provides qualified members with the following benefits:
- Php 100,000 personal accident insurance coverage, 24 hours a day for 365 days, anywhere in the world.
- Up to a maximum of Php 100,000 for permanent disability due to accident.
- Also covers members while traveling on public/private transportation by air, sea and land (except motorcycle).
- Death due to drowning, dog bites, snake bites, murder and assault also covered.
- Accidental Burial Expense Reimbursement
If you feel that this Program is not for you, and that you would rather not be covered, you may Opt-out through either of the following:
- by calling the Philam Insurance Hotline at (02) 528-5202, or
- by filling up an Opt-out form at Costumer Service Counter of any SM Department Store, SM Hypermarket and SM Supermarket.
Your 20 points will be promptly credited back to your account should you choose to Opt-out from this Program.
For questions regarding your SM Advantage - Philam Personal Accident Insurance Program you may call the Philam Insurance Hotline at (02) 528-5202 or log-on to www.sm-advantage.com.
Thank you,
Rey T. Maclang
SM Advantage
==
What kind of stupid promo is this?! You enrolled me into something without my permission and now had the audacity to inform me about it three months before the darned insurance is about to expire????? What's more, you're telling me that I have a choice to opt-out by obliging me to go to one of your branches so I can fill out a form?!
My goodness! I am staggered at the level of unprofessionalism you have just exhibited!
I felt better after sending that. BUT, imagine my surprise when they replied earlier today:
Greetings from SM Advantage!
Thank you for your email and we apologize for the inconvenience and confusion this caused you. If you wish not to be enrolled in the program you may just send us a request and we will forward your concern.
Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart
Wow, how obtuse can they get?! Being one not to back down until I am able to prove my point, I replied again:
Is it not yet obvious from my previous email that I am not interested in your program?
YES, I DO NOT WISH TO BE ENROLLED IN YOUR INSURANCE PROGRAM. SO PLEASE REMOVE MY NAME IN YOUR LIST OF "VICTIMS".
May I just ask, how come you people audaciously assume that all your customers want this and enroll us automatically without our knowledge? I have a mind to report you to the DTI and file a complaint!
Who knows how many SM Advantage Members you've pulled this stunt onto. Yes, to think that 20 points is not much, but if as little as 1,000 members are automatically enrolled, that is already a P20,000 profit on your part! That can already be considered as a scam.
Plus, it is very clear how informing the "enrollees" about our supposed to be "privilege" three months before the one-year coverage expires ensures we don't make any claims. What a sneaky way to do business.
As of this writing, I haven't received any replies from them. I don't know if they still will after my scathing messages. I shared my frustration with several friends and they all agreed that it was an underhanded thing for SM Advantage to inflict upon its members. One even told me that she too got the same email and protested too about the lack of professionalism on the part of the membership program.
I'd also like to share something I sent to my friends who reacted to my SMAC story. This is to prove how deceitful and unfair I am finding SM to be.
Yun nga kaya bwisit na bwisit ako. Siguro kung ininform nila ako at the time na inactivate yang insurance na yan, mas maganda ang magiging reaction ko, mas malamang matuwa pa ako kasi ang mura nga naman nung bayad. Pero as it is, para naman silang tanga na sasabihin sa akin, malapit na mag-expire eh di ba sobrang obvious tuloy na technique nila yung para sure na wala ka ng maki-claim! Pano pala kung na-aksidente ako last year tapos di ko man lang alam na may coverage pala ako against that at kung sakali eh may maki-claim ako di ba?
Saka grabeng tuso ng SM talaga. Biro mo sa points system pa lang, para ka magka-1 point (na piso lang naman!) kelangan mo mag-purchase ng worth P200 sa department store or P400 sa supermarket! Tapos yung green bag na yan, bibigyan ka lang ng additional 2 pts pag gumamit ka pero bawal mag-exceed ng 3 bags per transaction! Duh. Di ko nga magets yung sinasabi nilang double points eh hindi naman.
Kasi sa Shopwise, pag ginamit mo yung canvas bag nila, lahat ng mailalaman doon ng bagger, double points. For example, kung ang worth ng binili mo eh P2000, may P40 na agad papasok sa Wise Card mo. As in ang laki! Kasi last October, nag-claim ako ng rebates, naka P400 ako. After that, bumili na kami nung canvas bag. By March, nagulat ako pag-claim ko ulit ng rebates, P1200 ang nasa card ko! San mo mapupulot yun di ba?!
Also, super tibay nung bag sa Shopwise, saka malaki kaya kahit about 5-10 kg ang ilaman mo, kayang buhatin. Eh yung green bag ng SM, sows, isang lata ng pediasure, ilang canned goods at isang bote ng ketchup lang binili namin ni hubby, nawakwak ang ilalim! As in bumuka yung tahi! Muntik na kamo bumagsak yung bote ng ketchup kung di ko nakita agad (kasi nakasabit sa balikat ni hubby at naglalakad ako sa side nya). Eh di complain kami sa customer service. Pinalitan nila yung bag pero after that, magagaan na lang nilalagay namin.
Admittedly, 'di naman kasi lahat ng products sa Shopwise mura. May mabibili ka sa Savemore na cheaper. Kaya hati ang pag-grocery ko minsan kung saan makakatipid. Pero yun nga, sobrang disappointed ako sa SM kasi obvious na obvious na habol lang nila sa customers eh pera :(
To other SMAC members, I'd appreciate your comments and reactions. I'm also interested to know if you have been "victimized" by them with this kind of money-making activity.
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