A .

Customer Service Programs

Globe enhances customer satisfaction, loyalty, and empowerment through self-help channels

With customer satisfaction, loyalty and empowerment in mind, Globe Telecom came up with
several innovative services that will allow customers to enjoy fast, easy, and hassle-free means to
manage their accounts and save on time, effort, and money.

The move is part of the company's journey towards taking the experience of its 38.5 million
subscribers to the next level of service.

"We want to delight customers with the power of choice over how they reach us. At the same
time, we are maximizing new technologies and platforms by creating new ways and enhancing
existing features to empower them to do self-help," said Glenn Richmond Ong, Head of Globe
Digital Communications and Self-Service.

Using Globe self-service channels, customers can choose among four options for a wonderful
customer experience namely: MyAccount, GServices, *143#, and Interactive Voice Response
which are all very simple to use and understand even for non-techie individuals.

"The Globe self-help channels give our subscribers fast and easy access to manage and track
their accounts and get answers to their inquiries without having to visit a Globe Store or talk to a
hotline customer service representative. We want to give them the information that they need on
time, all the time. This is in keeping with the company value of putting our customers first," Ong
added.

MyAccount, which can be accessed through the Globe website accounts.globe.com.ph, provides

a myriad of functions such as account details viewing and modification, online bills viewing and
payment (globe.com.ph/paybill), postpaid and prepaid outstanding balance inquiry, paperless
billing sign up, line status check, auto pay service enrollment, account transfer, as well as Tattoo
and GCash access.

Similarly, customers who are often mobile may instead download the Globe official app called
GServices to both Android and iOS device for free to check their load balance, register to
promos, request for service modifications, activate roaming, redeem rewards, download music
and Share-A-Load all from one uncomplicated interface.

On the other hand, *143# is a real-time instant messaging type phone service that can be used for
requests on bill sending and contract information, status check of load balance and signal
availability, prepaid and postpaid promo subscriptions, and other menu-based information
services. Just dial *143# on any Globe-serviced mobile phone for free to see the choices.

Pldt Fees, Rates and Charges. The Subscriber shall fully pay PLDT the appropriate monthly
service fee rate and/or charges (collectively, the “Total Charges”) on or before the due date for
the use of the PLDT Data Services according to the Subscriber’s selected payment / data plan.
Activation of the PLDT Data Services. Within fifteen (15) working days from submission of the
duly accomplished Customer Information Sheet, Subscription Certificate and related forms and
completion of the required steps, PLDT shall proceed to install the subscribed PLDT Data
Services. The Subscriber shall be given a user name and password (collectively, the “Access
Code”). The Access Code shall be the Subscriber’s keys in accessing the pertinent PLDT Data
Services. The Subscriber shall be responsible for keeping confidential the Subscriber’s Access
Code and hereby hold PLDT free and harmless from any unauthorized use of the PLDT Data
Services through the Subscriber’s Access Code.

Minimum Speed and Service Reliability Applicable to Broadband Data Services. PLDT

guarantees a minimum broadband speed of 150kbps across all plans. Said guarantee however
excludes factors outside the control of PLDT which among others, include the length of copper
wire from the PLDT exchange to the Subscriber’s premises; the number of other services being
used over copper pairs in the same cable by other subscriber’s; the configuration and line quality
of the copper wire pair between the PLDT exchange and the Subscriber’s premises; the
configuration of the copper wiring within the Subscriber’s premises; the software configuration
and application on the Subscriber’s computer (in particular how it uses the uplink back to the
PLDT exchange; the Subscriber’s hardware or modem; and the capacity of load or access data
rate of the destination host computer or website which the Subscriber is accessing and the
number of computers connected to the broadband service.

Termination /Processing Fee. Service termination requests not otherwise due to the fault or
negligence of PLDT shall take effect within a reasonable period from receipt by PLDT of the
request. Appropriate termination penalty and/or processing fee for PLDT Data Services
termination or plan downgrade may apply depending on prevailing PLDT Data Services promo.

Non-payment. The Subscriber shall pay PLDT delinquency charges amounting to 1.0% per
month of the outstanding Total Charges if the Subscriber fails to pay the Total Charges within
thirty (30) days after the invoice date.

Reconnection. The Subscriber may have the PLDT Data Service reconnected by paying to
PLDT: (a) all outstanding Total Charges; (b) the applicable delinquency charges; and (c)
reconnection fee.

Bandwidth, Data Storage and Other Limitations. The Subscriber shall comply with the current
bandwidth, data storage, and other limitations of the PLDT Data Services. The Subscriber shall
ensure that its activity does not improperly restrict, inhibit or degrade PLDT’s or any other
party’s use of the PLDT Data Services nor represent (in the PLDT’s sole discretion) an unusually
large burden on the PLDT network.

B .Similarities and Differences

 Their similarities are that both of them are very good when it comes to their connection
and services although some of their terms and condition differ from one another. In Globe you
can pay to any store accountable or connected to it but in Pldt you must go to their branch to pay.
In Pldt they give you a 1 month allowance before they cut off your connection if you do not pay
the bill with interest but in globe you must pay the bill on time or be cut of your connection.
While Globe offers consumer fiber speeds at up to 1Gbps, these are not unlimited and are data
capped. Depending on your location, they will also offer 10Mbps, 15Mbps, or 20Mbps speeds at
the same price point. Converge; on the other hand, offers a wide range of unlimited internet
options from Php1, 500 to the most expensive at Php7, 000.
PLDT, meanwhile, offers far more limited and quite expensive plans even when we take into
consideration their ongoing holiday promo their unlimited 1Gbps plan is priced at an astounding
Php20, 000. It’s also worth noting that both PLDT and Globe’s Fiber plans come with a landline
bundled in the package.

c. It would be necessary for them to cater to the wants of the customers because everyday their
prices gets higher and higher meanwhile even their internet connection sometimes crash or
slower than the usual plan that you paid.They should be more easy to access to customers so that
there will be more customers to come.