UPDATE:
Star pulled through. A technical resource person by the name of Kiko working at Star's branch actually called me up and walked me through the setup. It was quite a long process and I really appreciate his efforts. He even rummaged through their office to look for the same handset I have to make sure he was guiding me correctly.
Alas, despite plugging in the correct information, we still couldn't get connected to gmail.com. He told me to tell him when I'll be coming over and he'll make sure he's there to help.
That said, he added this nugget: it seems that, at least to him, accessing m.gmail.com or using the Java app that comes from gmail on your Globe phone is not possible since it requires a secure connection. Globe doesn't provide that. To my mind, I don't see how you can access a POP account without any security. That may be the final reason why I can't get to gmail.
---------
I just recently spent an excruciatingly long amount of time and patience getting my Globe Telecom handset to work with gmail.com. For those of you choosing a mobile services provider, you may want to consider after-sales customer service as a key determining factor, especially since mobile handsets these days go beyond just talking and texting. Setting up email, for example, can be like pulling teeth. (Reconstructed as best as I can.)
1. First I tried searching Globe's website, for any information regarding using GPRS on my phone. This could be setup instructions, IP addresses, etc. I found and downloaded a nice PDF guide online and used it. The settings allowed me to surf and access sites, but not all of them, including m.gmail.com which is where this all started.
2. I went to SM Megamall, where there was a Globe service office. The gentleman in front tried helping me by taking my handset and surfing with it. I showed him how, yes, you can access all these sites, but not gmail.com. He said that there's probably something wrong with gmail.com. I responded that I don't think so, since everyone else has access to it fine. He said he couldn't help me.
3. Went to The Podium where there is a Globe sales office. There I met Star (yes, Star's her name) and though she made it clear that they don't do any after-sales support (despite that fact that they are known as "Customer Service Representatives") she tried to help me. She borrowed my handset and tried accessing the web using the GPRS browser, including gmail.com. After seeing that other sites can be accessed (proving my settings are correct) she concluded that there must indeed be something wrong with how gmail is being handled by their servers. She sent a message to Globe Technical Services and said that they will contact me within 3 days about my concern. If a week, I was told, passes by and I hear nothing, then she gave me these numbers to call: "211" from my handset, or "730-1000" from a landline.
4. A week passes by and I hear nothing (not surprised). I call "211" and, after some automated menu selection, I get to an operator who immediately puts me on hold. Then after coming back she asks me what the problem was, I tell her, and she tells me to hold. Half a minute later she tells me that she will send me settings for my phone. I told her that my settings were correct (see #3 above) and that I was asking specifically about gmail. She then tells me to hold. After nearly three minutes, she comes back and tells me to call this number: "797-8378" and said that they can help me.
Me: You realize you made me wait for three minutes only to tell me to call someone else.
Her: Sorry sir, but we're really slow. Our technical services right now are slow.
Me: Well, that's not good for me, huh?
5. So I call this other number and I found it hard to make a correct menu selection from the machine. After getting to one that would lead me to an operator, I wait for one. After 20 seconds, I get a machine that asks for my number and a message after the tone. I may have left a very nasty message, because really, this was exasperating.
6. But the worse is yet to come. I tried calling Star again, (see #3 above) who was about the best I could get. Maybe she could help me, I thought. I dialed the number she gave me: "914-3840". A man answered.
Man: Hello?
Me: Hi, sa Globe Podium ba to? Pwede bang makausap si Star?
Man: Sandali lang
Man: [After 10 seconds] May kausap po sya sa kabilang linya, pwede tawag ka na lang ulit?
Me: Ah, meron ba akong pwedeng makausap na iba?
*click*
That person just put the phone down on me. Yes, could they possibly plumb new depths? The answer is a depressing "yes". I called them again. I speak to, at first Janet (who didn't know what to do with an irate caller) then eventually Rina, who, despite her Customer Service Representative training, could simply not help but continue to dig a deeper grave. After starting the conversation with "Sir, what is your name?" and establishing very quickly that she is not the manager:
Me: You're probably the eighth person I've spoken to today who can't help me. All they do is pass me on to someone. And when I called earlier, someone put the phone down on me. What do you think of that?
Rina: Sir, I'm not sure about that. You mean, hang up? No sir, I don't think so.
Me: What do you mean you're not sure? Are you calling me a liar?
Rina: No, sir, I'm not.
Me: Well, someone did. And you're calling me a liar. Is that how you treat customers? When they tell you something, you tell them that they are wrong? Are you saying no one put the phone down on me and I imagined it?
Rina: Sir, er, it may be that it was unintentional.
Me: Unintentional? If I run over a cat, intentionally or accidentally, it still doesn't change the fact that I ran over a cat, does it?
To add to that, she said that it could have been the guard that answered the phone.
Me: Do you think I choose who answers the phone for you? I'm not there! That's why I'm on the phone!
Rina: Yes, sir.
Me: All you have to do is say you're sorry, and we can start over.
Rina: Okay sir, I'm sorry someone put the phone down on you.
7. At the end of all that, I still can't access gmail from my Globe Telecoms phone. Guess what? They gave me another number "730-1999". I promptly dialed it and I spoke to May. After describing my problem yet again, she goes:
May: Sir, I can't help you.
Me: What do you mean? I can access all the other sites, and everyone I know who is not a Globe subscriber can access gmail through their phones, why can't I through mine?
May: Sir, I can tell you now that that is my answer.
Me: You're telling me you can't help me.
May: Yes sir. And by the way, please don't call this number. Call 730-1000 whenever you have any problems.
Me: Your people at Globe Podium gave me your number to call.
May: Yes sir, but I'm advising you that next time, call the other other number.
I'm calling on anyone at Globe Telecoms, I mean, c'mon. This is how you run your business?
Tags: Globe+Telecoms, Globe+Handyphone, Globe+Philippines, Globe+customer+service