TELECOM | PLDT, Smart assure customers of continued service amid new pandemic surge, renewed restrictions

Following the guidelines set by the government, PLDT and Smart stores will remain open to serve customers needing support for their phone or internet queries.

Source: Smart

PLDT and its wireless unit Smart Communications, Inc. (Smart) are assuring their customers of continued service amid the renewed community restrictions in various areas nationwide. This, as the country braces for the new surge of infections due to the Delta variant of COVID-19.

“Our priority is the safety of our customers and employees. Our network operations, customer support facilities, and frontliners will continue to serve Filipinos affected by the lockdowns nationwide. We are here to fulfill our commitment to continue keeping Filipinos connected as we face another challenge in this pandemic,” said Alfredo S. Panlilio, PLDT and Smart president & chief executive.

Open to serve

Following the guidelines set by the government, PLDT and Smart stores will remain open to serve customers needing support for their phone or internet queries.

Mall-based and non-mall based hubs in areas under general community quarantine (GCQ) and modified general community quarantine (MGCQ) will cater to customers according to their regular operating hours.

However, for stores in areas under modified enhanced community quarantine (MECQ) and enhanced community quarantine (ECQ), operating hours will be shortened by two to three hours before the localized curfew.

Store frontliners are also regularly tested for COVID-19 to ensure the safety of staff and customers. They are also equipped with face masks, face shields, hospital-grade air filters, and sanitizing agents to prevent the spread of the virus. Aside from the regular sanitation after every transaction, each store also undergoes a weekly disinfection using hospital-grade technology. All stores are also equipped with safety shields, QR codes, and no-touch services.

PLDT Glorietta Digital Hub Source: Smart

Bringing services closer to communities

Like in previous lockdowns, PLDT and Smart will also roll out dozens of pop up stores near supermarkets and essential sections in malls in areas under ECQ to make it easier for customers to inquire or transact when they do their grocery run during this period.

For communities that are in ECQ or MECQ, PLDT and Smart will once again deploy mobile stores to bring products closer to customers in towns or barangays so that they do not have to commute to nearby malls or physical stores. PLDT and Smart have also set up safe Libreng Tawag and Charging Stations to support communities in disaster areas or in areas where mobility is limited.

Virtual bookings

However, customers are still highly encouraged to book virtual appointments for their online or in-store transactions. In fact, thousands of customers all over the country made appointments via the booking platform from January to April this year. Appointments can be booked online through the following links:

• PLDT Virtual Appointment Scheduler:
• Smart Virtual Appointment Scheduler:

They can also inquire via the official social media channels of PLDT and Smart.

“Our customers can be reassured that we can address their inquiries online through our virtual booking sites, official social media accounts, and hotlines. We are fully prepared to serve our customers despite mobility restrictions,” said Alex O. Caeg, senior vice president and head of Consumer Sales Group at PLDT and Smart.

Customers can also expect speedier services for PLDT Home applications, and faster credit approvals for Smart postpaid plans.

Online marketplace, digital payments

While at home, customers can easily buy load and devices through the PLDT and Smart’s official websites or via e-commerce platforms like PayMaya, Lazada, Grab, and Shopee; or through official distributors via Facebook Marketplace.

Smart customers can also download and use the GigaLife App to access load for their prepaid phones or manage their postpaid subscription. Through GigaPay with PayMaya, GigaLife App users can conveniently top-up, buy data and access other exclusive data promos on-the-go.

Around 3.4 million customers of PLDT and Smart have shifted to paperless billing as of July 2021. PLDT and Smart customers can also pay their bills via PayMaya, Lazada, and Shopee, or through online banking. They can also enroll their bills in the auto-debit service of their credit cards for a hassle-free transaction. Although these channels have been in place even before the pandemic happened, PLDT and Smart are continuously helping customers to transact online, especially at a time where people are encouraged to stay at home.

All of these initiatives fall under PLDT’s group-wide commitment to Awesome Customer Experience and Quality of Service, one of the seven pillars that comprise the company’s sustainability framework. With the UN Sustainable Development Goal #9: Industry, Innovation, and Infrastructure as PLDT’s anchor, this development is aligned with the company’s sustainability focus area of connecting everyone, everywhere.

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by editors
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