Dear 5J... (A Letter to Cebu Pacific)

Dear 5J:

Last month, I took a last-minute trip to Hong Kong for work. It was pretty much an eleventh hour decision to take your airline (as work-related trips are usually with another carrier), but I couldn't get seats so I decided to just take 5J.

Everything went smoothly until I got back to Manila on the 5J111 on October 22. At the baggage carousel, I noticed my bag didn't come out with the other bags of the passengers I checked in with. I didn't really get to the airport in Hong Kong early, so I know my one checked-in baggage was one of the bags that got loaded late. Hence, I was expecting it to be one of the first to come out of the carousel in Manila. Of course, it doesn't necessarily follow so I didn't give it much thought when my bag finally got out. Upon retrieval of my one checked-in baggage, I didn't notice anything unusual until I finally handed my bag to my driver at the arrival area. My TSA lock fell to the floor. 

It was broken.

Forever in the locked position. I can no longer get this thing to unlock.

If you look closely, the lock has been damaged by excessive force. The locking mechanism doesn't even unlock anymore even if you key in the right combination. Upon closer inspection, I noticed that the bag's zippers were no longer in place. I have a way of locking my bags such that the zippers don't move. And the zippers to the main compartment were not in position. Someone had opened the bag.

So I asked NAIA security at the help desk, and was directed to your office on the second level of NAIA Terminal 3. At the second level, we opened the bag and found its contents in disarray.

This wasn't how it was packed.

Was told I needed to go back to the arrival area right before customs, as there was a Cebu Pacific help desk there. So I went and I filled in a complaint form so guest relations can contact me. They also weighed the bag to see if it was still the same as its check-in weight. Weight upon check-in was 20.4 kilos. Weight upon arrival was 20.3 kilos. I was told that it could be just the weight of my lock. 100 grams?

Missing 100 grams.

The guys at the counter weren't very helpful. One guy took the lock and said it could have gotten caught on the conveyor. If it did, wouldn't my zipper be broken, too? The zipper was intact. Because I had to rush home to pack for another trip, I didn't have time to check if anything was missing. Thankfully, I attended a sourcing fair, and mostly had brochures in the bag. But my bag was full, because I also took the opportunity to get those IKEA shelves I had been looking for since June. So sorry, no, the theory of one of your men that my bag was in disarray only because it got shaken up on the flight does not hold. Someone opened my bag.

On Saturday, a few hours before my flight to Sydney, I received a call from 5J Guest Relations. It would have been a welcomed call, but the first thing he said didn't exactly appease this long-time 5J customer.

"Ma'am, before we proceed, I just want you to know that according to our Duty Supervisor, this has negative compensation."

What the...??! Who said anything about compensation in the first place? My main purpose for bringing my broken TSA lock to your attention is for your good company to investigate how it broke in the first place. You do not wash your hands off any responsibility when passengers actually let you handle their personal belongings! Ano yon? "We shall carry you across the ocean in our carrier but we will not be responsible if anything happens to you or your bags". Ganon? I was more concerned with what could have possibly gone wrong. If my lock did indeed get caught, I want to see that CCTV capture. Because, 5J, with the way I lock my bags, it would be impossible for this to happen. The zippers would have gotten caught, if ever, but not the lock. And all the zippers are intact. Still intact, even after another trip.

And, mind you, supposing it did get caught and the lock broke while in your possession, couldn't you mark off my bag? Or maybe leave a note explaining what happened, instead of having your baggage people put back the broken lock, hanging it on the zip-pulls hoping I wouldn't notice?

And so, because your guest relations officer turned off this already pissed-off customer with his negative compensation opening, he got an earful from me. I also work in Marketing, and let me tell you, this is not the way you deal with a customer you have inconvenienced.

After being promised that my complaint would be relayed to his Duty Supervisor, and after explaining that I was on my way out of the country that evening, your guest relations officer promised to update me via email.

About a week into my vacation, I received this email from your Luggage Unit.

 

Okay... so if you were doing manual loading, wouldn't your people be more careful? And what was it about your conveyor? Your email did not explain how my TSA lock broke! In fact, Kevin Linogao said the same thing that guest relations officer said on that Saturday when I received the first call!

You do not close a case without showing proof this actually happened, and excuse me, WHAT HAPPENED?!

You do not inconvenience a paying customer and walk off saying we are closing the case here just because. C'mon, 5J, get better people to handle your complaints, or have that Duty Supervisor call me with a better explanation.

Ktnxbye.

Kaye Catral

 

Spent.

The truth is, every time I think about what to write, the task overwhelms me. I have a long list for a backlog on this blog, another one for the Count Your Blessings blog, not to mention pictures I need to post for that Online Garage Sale. And because it overwhelms me to the point where I tire just thinking about it, I shelve everything and just go to bed and read.

The truth is, I am tired. Not just with writing but with everything I need to face. I am tired of people trying to put me down. Tired of having to deal with everything else on my own.

Of course, if I had a choice, I'd want zero problems, a happy marriage, a complete family and probably the chance to just stay at home. However, it is not my choice to make. Right now, I am stuck in this season where I have to do everything ON MY OWN to make things work.

And it's true, I do feel alone sometimes. Physically alone. But it doesn't place me in an unhappy place. In fact, I think I am happiest now - more than I have ever been in my entire married life. And if I were given the choice, I'd choose this life over anyone else's - in a heartbeat.

I'm just saying that I am tired enough as it is. You don't have to make it harder for me. So please, if you don't have anything nice to say, or if you hate me and don't understand my resolve, get off my blog. Stop reading my tweets. Live your life. Fly a kite. Walk the dog. Wash me off your hair.

I don't owe you the pleasure of being the center of your attention.

The Curse

Remember this post? Check the date. I posted that less than a month ago. Call me psychic but...

Our nanny is freaking pregnant!

ARGGGGGHHHHHHHH!!!

I knew it! When I noticed her reaction to my observation on how our neighbor's nanny looked pregnant (turns out I was right and she is!), I thought of how it would be if our nanny would get pregnant, too. She's been so sensitive lately. And something about her looks different. Alas, today, I finally asked her.

I mean, I wonder when she'd tell me about it, had I not asked her today. She knows how I hate surprises. I mean, ok, I'm happy for her, and I truly appreciate how she's taken care of my kids vs. being there for her own kids (aged 8 and 13). But c'mon, she practically begged me to take her back last year because she had debts to pay. So what gives? What happened to protection?

So I asked her. Apparently, she forgot to take the pill right before she left for her day off in November. And I asked her what pill she was taking, because I don't recall seeing her take any. So she proceeds to tell me, it's a pill she takes only when she's about to do 'it'. Hello? What pill again?!

Turns out, she thinks any birth control pill will work when taken right before the act. O_o

A-ya! I think I have the 'Curse of the Pregnant Nannies'. :( Does this mean we're back to looking for a new one, because obviously this one can't stay long? A's long-time nanny has expressed her desire to take her sister's place (her sister is our current nanny). But A's nanny has young kids (you already know her story).

Why am I so lucky with nannies? (yes, that was a sarcastic Q!)

Net Speed at 2:10am

This is my latest net speed test.

It's even worse today at 2am! Crazy!

I got a call from Globe earlier (yesterday, actually, since it is past midnight), asking about my net connection. Sure 500kbps ain't bad when they committed 1mbps (I'm on the bundle plan lang). But hey, why commit if you cannot deliver?

The girl on the line asked if I wanted their technicians to come check my net connection. And I DECLINED. If your contractors think I will wait all day for them to come during dinner, then no, thank you.

I suggest you fix that problem first before you promise me another onsite visit. We all know how the last one almost didn't happen.

*EDIT: I did a second test and it's even lower now at .30mbps/.11mbps!!! Waaah!

RANT: Globe is Dead.

Yes. My phone line at home is still dead. As it is with my broadband service. But what ticks me more is this: I've called Globe half a dozen times since Sunday, have gotten 2 Job Orders for onsite visits and yet, they cancelled and I HAVE NOT HEARD FROM THEM AGAIN.

The last Job Order for onsite technician visit was scheduled for Wednesday before 12noon. I took a leave from work just so I can meet them at home. But I received a call from Customer Care Tuesday evening, telling me that they were upgrading the system in our area and the tech people will not be visiting the next day.

Funny thing is, this wasn't the first time they cancelled this week. When I called the Globe Customer Care Hotline Sunday morning, I was told that the onsite visit was scheduled for the next day, Monday. At around 4pm that same day, right before church service, I received a call from Globe telling me that their tech team won't be visiting because apparently, the problem had to do with a system upgrade. They told me to expect a follow-on call the next day for updates. True enough, the next morning, Globe tried to call. But I was in the middle of my bath and didn't get to answer. I called to verify the call and the girl I spoke to (name withheld) literally read her spiel online when trying to give me a good explanation.

"Binasa mo lang yan, teh e."

"Ay, opo. Kasi yun po sagot sa concern niyo e."

Wow. I was hoping for something that made more sense. That afternoon, I received a text message from Globe telling me that the system has been restored. But when I got home, nada.

So I called again. Scheduled for another onsite visit for Wednesday as I was going to take a leave (coding day). Got another Job Order, and voila! The next day, they called to cancel once more.

I asked Ruby (the girl who called Tuesday afternoon to cancel the Wednesday morning visit), "But didn't you guys send me a text to let me know it was ok already? How long does it take for you to figure out what the problem is? Pasalamat sila I have no nanny at home. Or I'd go crazy knowing the kids are at home with no phone access.

Of course she couldn't give me an answer. I got half an assurance they'd call to give me feedback. It's Thursday today, and I haven't heard from Globe. I don't want to call them anymore because each time I call, I have to call again to report the landline or broadband, because apparently, they aren't connected and they can't transfer to another department. Makes you wonder if there really is some system upgrade going on or maybe these people just don't have enough tech people to send out.