Fri | Nov 16, 2018

Digicel Play nightmare

Published:Saturday | January 23, 2016 | 12:00 AM

Digicel Play nightmare

On December 19, 2015, I read with bemusement a letter, written by one Gary Shaw, CEO, of Digicel Play, in response to what was a letter purportedly written by a disgruntled Digicel Play customer.

In that letter, Mr Shaw took pains to share what he considered the efficiency of his Digicel Play team and efforts in transforming the entertainment landscape, as was advanced via this quote: "Our simple plan is to keep making the Digicel Play the most attractive communication and entertainment experience around, while we pride ourselves on offering award-winning service to customers."

Sir, as someone once said, the way to hell is paved with good intentions, and clearly, based on my experience, Mr Shaw, like the rest of us, represents the best of intentions, delivery, is altogether another matter.

Sir, sometime in October, a representative of Digicel Play contacted me at my residence, offering me the service. Having grown completely frustrated with the service provided by FLOW, I was only too happy to try the new service, hoping they would be considerably better than FLOW.

Well, if I was hoping for better service - and I was - the manner in which Digicel Play started off was clearly indicative of what was to come.

Sir, it took approximately three weeks from the time I was contacted and signed up for an actual representative of the company to get in touch with me to arrange installation. And if that was not bad enough, the 'installation crew' eventually came and supposedly effected the installation of a package that included Wi-Fi, home telephone, and cable.

No access to service

Well, sir, as we speak, from the day of installation, the Wi-Fi is not accessible in the master suite; the home phone installed in said suite does not work; and generally, I have not been able to access the service I signed up for.

But to add insult to injury is the fact that I have not been able to access the cable service from Day One, as two perfectly working television sets prior to the Digicel Play installation crew entering my home, have not worked since!

I reported this the following day, to their 145 number, and a supervisor was dispatched to my home to 'rectify' the problem(s).

Well, it's been nearly a month since his visit, and despite my telephoning the 145 number and reporting the matter and requesting to speak to a supervisor, my name and pertinent information were collected and I was advised I would be contacted.

I have since sought technical assistance, and to date I have incurred costs of nearly $50,000 for repairs to one television set that was damaged because of a power surge at the time of installation, and I am still awaiting a response from the Digicel Play customer-service reps.