Taxi from (Smart Bro) Hell

Just read about this taxi selling Smart Bro in Yugatech’s blog. I gotta say Smart Bro’s real smart (pardon the pun) when it comes to sales and marketing techniques but I do wish they would use that talent into making their product better. Smart Bro was the first broadband that I had back when they were recently bought by Smart (they were known as Meridian), boy what a disaster that turned out to be.

The day of the installation the contractor called me up saying they couldn’t make it, that was around 6pm already after I had already waited the whole day for them. The next day they were late again but fortunately were able to finish installing the antenna. To prove that the connection was working they showed that they could ping the base antenna (never bothering to hide their password in the process which I was able to memorize) though the actual internet connection wouldn’t be available for 48 hours.

smart-bro-taxi-ad The next two days I think I kept testing the connection every hour to see if I could already access the internet. When it finally did work I said to myself “Sweet, now I can play World of Warcraft lag free. So I quickly loaded up WoW but for some reason it wouldn’t connect. At first I thought there might be a server upgrade or something but a quick text to my friend confirmed otherwise. I tried my old reliable prepaid internet cards and sure enough I was able to connect.

So I called up their customer service and told them the problem. First they asked me to go thru their usual troubleshooting which basically is just to release and renew IP address. Then they kept insisting that WoW and it’s website was down but I told them my friend was able to access it, and I was able to access it using other prepaid ISP’s. After what seemed to be eternity they finally gived in and said they would refer it to their technical department.

Sure enough they got it working the next day (still not sure if they had ports blocked or the WoW url blocked) and was able to play in bliss for six hours. After that my connection dropped suddenly and it never worked again. After a couple of weeks of complaining and following up they still couldn’t make it work so I decided to terminate my subscription and ask for a refund which they never gave so in return I never returned their equipment either.

What’s ironic is that for about a year after that they would call me from time to time to do a customer survey. Usually I just shake my head, laugh at how incompetent these guys are. I still hear horror stories from Smart Bro users occasionally, and till this day whenever people ask me what broadband to get I only give one recommendation: NEVER EVER get Smart Bro.

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