Our Smart/TNT load customers who bought pre-registered promo loads from us (husband and me) were complaining that they didn’t received the load that I sent to them. The first thing that I did is called the *888 hotline and asked the assistance of the Smart Customer support.
The customer support who answered my call told me that the affected cell number successfully received the load but it has no balance. She explained to me that Smart/TNT promos need P1 maintaining balance before the user can use the promo loads. So, what I did to resolve the issue is to send a Pasaload (Smart Prepaid) or Piso-piso Load (TNT) to the customer.
At first I thought the customer had borrowed P5 equivalent load from Smart. That’s why, when I sent a pre-registered load to him, Smart automatically took the P1 maintaining balance.
But, I noticed that almost all of my customers who bought pre-registered loads such as U30, UA20, U150, UA300, AI25, and AI250 couldn’t use the recently bought preregistered loads until I give them the P1 Pasaload or P1 Pisopiso load. So, it’s the P1 maintaining balance that caused the problem.
After having realized that problem, I opted to send regular loads to customers and assist them in converting the load to promo loads. After successfully registering to a promo, the user could immediately use the promo loads.
Therefore we concluded that the system handing the mentioned promos above has problem.
In my understanding, if a retailer sent a preregistered load to a customer’s number, the P1 maintaining balance is included to the package. The same way when I will send a T20, GT15, and other old but still existing promo loads.
So, what really happened when I sent preregistered loads such as U30, UA20, U150, UA300, AI25, and AI250 to my customers, Smart loading system sent the particular promo load without including the P1 maintaining balance.
Reported the Issue
My husband and I both studied these promo. We spent loads for the experiment and we both analyzed the data we got.
So, after formulating our finding, we immediately texted Sir Remus Mirabeuno, the Smart Distribution Business Manager for Region 8, hoping that he can help us send our message to the proper department of Smart Philippines.
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