Subscribers should be given refunds, rebates due to breakdown of Smart facilities and services -- TXTPower

September 11, 2001

THE CONSUMER advocacy group TXTPower today asked Malacañang, Congress and concerned government agencies to investigate the breakdown in the GSM facilities of Smart since last week as it pressed for refunds and rebates for affected Smart Buddy and Piltel Talk n Text subscribers.

“It is apparent that Smart and its affiliate Piltel only allowed the situation to deteriorate and did not offer its millions of subscribers any other option in order to make precious calls and send important text messages,” said TXTPower spokesperson Anthony Ian Cruz.

Cruz said that “free calls and free text message resulted from the breakdown are not enough to cover the damages incurred by subscribers. How can that be enough when Smart officials admit that their network has been clogged with calls, calls cards cannot be loaded and balance inquiries cannot get through? Indeed, an investigation is in order and, if the results warrant it, refunds and rebates should be given in favor of affected subscribers.”

“Why Smart, Piltel and the DOTC dragged their feet and let the situation worsen before going public yesterday are testaments to their pathetic disregard for millions of cellphone subscribers,” he added.

“We want to make it clear that in no way should this incident be used by Smart to justify its reduction of free text allocations for their subscribers. The free text cuts remain unjustified and should be seen as what they are: dictates by an abusive cartel,” he added.

Cruz said it is unfair for Smart to pass on to consumers the burden of funding the repair and expansion of their network equipment.