Krystal Villanueva of SMART SM San Lazaro
Last Thursday, January 9, 2014, a friend and I brought my laptop to SMART SM San Lazaro because I could not access the internet using a newly purchased Smart Bro Pocket Wifi.
After attempting a few trouble shooting procedures, Krystal Villanueva informed me that I will have to bring my laptop to a SMART Service Center. She said that the problem was with my laptop since other devices could connect to the internet using the particular Smart Bro Pocket Wifi I brought to her. I noticed that the other networks in the list of Wireless Network Connections required a network key while mine didn't. It was proof that the problem was not with the laptop. Besides, I've used the same laptop to connect to the internet before using Sun Broadband and PLDTMyDSL.
After bringing the observation to Krystal Villanueva's attention, she started a more focused series of tests that led her to discover that the problem was a simple mistake in choosing the right encryption mode. It turned out that the one who assisted me through phone the night before gave me the wrong information.
I am grateful that Krystal Villanueva did not give up and did her best to help me. I hope more people in Customer Service would do the same.
After attempting a few trouble shooting procedures, Krystal Villanueva informed me that I will have to bring my laptop to a SMART Service Center. She said that the problem was with my laptop since other devices could connect to the internet using the particular Smart Bro Pocket Wifi I brought to her. I noticed that the other networks in the list of Wireless Network Connections required a network key while mine didn't. It was proof that the problem was not with the laptop. Besides, I've used the same laptop to connect to the internet before using Sun Broadband and PLDTMyDSL.
After bringing the observation to Krystal Villanueva's attention, she started a more focused series of tests that led her to discover that the problem was a simple mistake in choosing the right encryption mode. It turned out that the one who assisted me through phone the night before gave me the wrong information.
I am grateful that Krystal Villanueva did not give up and did her best to help me. I hope more people in Customer Service would do the same.