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!!!
2 comments:
file-an niyo kaya ng class action suit para matuto ang mga gago?
maganda sana yan kung matino ang sistema ng gobyerno natin.
kaso, sa inasal pa lang ng dti nung unang email complaint namin, forewarning na yun na kung magfa-file man kami ng mas pormal na reklamo gaya ng class action suit, baka magsayang lang kami ng pagod at pera.
kanila na yung 40 points ko at yung milyun-milyon nilang kinita galing sa mga kawawa nilang members. managot na lang sila kay Lord kapag sumakabilang buhay na sila. walang mga kunsyensya eh.
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