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Converge ICT CEO Addresses Customer Complaints, Vows to Do Better

Dennis Anthony Uy says the company is doing everything it can to respond to its customer’s needs.
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Converge ICT Solutions Inc. has issued a statement addressing customer complaints related to its internet services. 

The statement comes from no less than the founder and CEO of Converge ICT, Dennis Anthony Uy.

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“I am reaching out to you with both humility and resolve to address the various concerns over our fixed broadband service. Since the onset of COVID-19, the need for internet connectivity has radically grown as work, education and everyday activities shifted online,” Uy said. “This change was greatly felt by our company with the surge in demand for internet service in more homes.”

Uy said the coronavirus pandemic had a severe impact on the company’s operations and affected its ability to to respond to increased customer demand and support requirements.

“Nevertheless, I would like to assure you that we are doing everything we can to deliver the service that you deserve while also safeguarding the health and welfare of our personnel,” he said. “Every feedback matters to us and we value your trust that we can better meet your connectivity needs.”

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Uy laid out what he called “improvement measures” for its systems and processes, including a ramped up workforce and deployment of third-party contractors and installers, hiring more call center agents and providing existing ones with “additional vehicles and adjacent housing” to ensure continued operations, and expanding customer hotlines by 60 percent in order to accommodate more calls.

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The company made the statement a day after Esquire Philippines published an opinion piece detailing the experiences of one of its writers attempting to subscribe to Converge ICT’s services. Two months since the initial application was submitted, the company had yet to install the service and failed to provide updates.

Also read: Converge ICT and the Slow Death of Customer Service

In his statement, Uy also acknowledged customer applications in areas that turned out to be unserviceable and promised that they will be refunded accordingly. He said the company has engaged logistics provider LBC Express to disburse the payments to affected customers. 

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Converge ICT has previously announced that it is preparing for an intial public offering (IPO) estimated to be worth P34.8 billion. The company has scheduled the IPO for October 2020. If it goes ahead, this is reportedly the biggest IPO in the local bourse’s history.

“We appeal for your continued patience and understanding as the results of these changes may not immediately be felt,” Uy said. “All of us at Converge remain committed to innovating solutions to connectivity challenges and we will continue to work toward delivering our ultimate goal of empowering homes and businesses with seamless internet experience.”

Read Converge ICT's full statement here

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