PLDT subscriber, call center agent go 'beast mode'

An audio recording that captured a PLDT subscriber and a female call center agent going "beast mode" in their conversation has gone viral.

At first, the customer service representative identified as Cathy asked the client, Raul, to provide information and contact number so they can call him for feedback.

Raul was complaining about being unable to connect to the internet for two days and was asking if they would still pay for it.

Cathy explained that if Raul wants, she would make a report for him to apply for a rebate once the system is up.

Usually, customers of telcos can get partial refunds for a lost connection lasting a day or more.

Raul said it's a hassle since he is leaving for the US and should provide the other end his itinerary as soon as possible, but he couldn't use the phone that comes with the DSL.

While talking, Raul accidentally uttered words that apparently angered the call center agent.



PLDT Customer Service GONE WRONG!!!! Nag beastmode yung customer pakinggan kung bakit. HahahaAntinde!!#BeastMode

Posted by Kupal Lord on Monday, August 3, 2015

Besides going viral, the audio recording sparked a debate among netizens as well as those in the business process outsourcing (BPO) sector.

There's an ongoing discussion about how the call center agent should have handled the call and why the audio file was made public.