Yes. You read it right. Smart Broadband won’t allow you to switch your subscription from Smartbro Canopy product to another broadband product like Share-It, Plug-It, or vice versa.
Just early this year, I applied for a new broadband internet connection from Smart. It’s the fixed wireless canopy-type installed at the apartment near our office. The speed is not a problem after all, only the mobility- of course!
Here’s the scenario.
Four months since I had the connection, I transferred to a new apartment which is located just a stone’s throw away from where the canopy was first installed. But by definition of the term “relocation” in the contract or TOS, every time I ask for such service – I’m subjected to pay the Php 1450 relocation fee. That’s Php 450 for pulling out the canopy, and Php 1000 for the installation in the new location. So, I pay. Not a big deal I guess, as it’s really in the contract on the first place.
For the second time, I need to transfer again to another location. I realized, why not ask the agent for alternative options? So I went to Smart Wireless Center in SM City Cebu, and asked if it’s possible to switch from the canopy-type broadband internet product to another unlimited broadband internet product (Smart Bro Share-It, Plug-It, WiMAX). That’s for mobility by the way.
Unluckily, it’s not possible- regardless of how long you’ve been with Smart. I’m still within the 2-year lock-in period. According to the agent I’ve talked with, switching Smart broadband services is a case to case basis. But in my case, it’s not possible. That’s because the current location of the canopy and the one where it would be transferred again, has very strong signal strength. He added that if I’m going to relocate my connection to a location in which there’s poor signal strength and the canopy-type connection is not ideal – they are the one who will suggest switching to another product.
I don’t exactly understand why Smart is doing this, but I guess they would probably gain more customers’ loyalty if they will allow subscribers switch products based on their needs. What do you think?