Last week, I was invited to meet up with an executive from Smart’s Public Affairs Office who is seeking help and wanting to discuss their new campaign for the re-branded Smart Bro wireless broadband service (read: Smart Wifi).
The discussion revolve around the problems they were having with Smart Wifi and growing negative public perception with the company. An earlier email sent to me indicated that:
… we (Smart Communications) intend to expand our customer interaction and feedback mechanisms by partnering with journalists, editors, technology users groups and active bloggers who regularly encounter customer feedback (good or bad) on our Smart Bro service . As such, we would like to invite you to form part of “œSmart Bro Big Bro “ core user group. {more}
In essense, the Smart Bro Big Bro core group will serve as beta testers experimental subscibers of the new Smart Bro service. I, along with two other PTB Editors will be hooked up with Smart Wifi in the next 12 months to try out and test the fixed wireless broaband service. Several other tech journalists and personalities, like Erwin Oliva (Inq7.net) and Chin Wong (Manila Standard Today), have been invite to join.
During this period, we will be in close coordination with Smart to provide direct feedback on their uptime, support and the over-all experience. Likewise, we will be able to give suggestions for improvement as well as relay legitimate complaints from other existing Smart Wifi subscribers (we often encounter in our blogs).
Smart management hopes that with this move, they can somehow assess the extent of the issue and further improve their service.