Fri | Aug 18, 2017

Digicel addressing customer complaints

Published:Wednesday | July 6, 2016 | 7:00 AM

THE EDITOR, Sir:

I write in response to the letters titled 'Digicel not delivering on cable, Internet deals' and 'Digicel: all work and no Play', which were published in the People's Report of The Gleaner on Saturday, July 2, 2016.

At Digicel, we value feedback from our customers. As such, we immediately contacted both customers to apologise for any inconvenience they may have experienced and to work with them to address their concerns.

In relation to the letter titled 'Digicel not delivering on cable, Internet deals', we have upgraded the customer's Wi-Fi devices and changed her service to the Play Loud package, which better suits her needs. The customer has since expressed satisfaction with the resolution and the service from Digicel Play.

Similarly, we reached out to Ms Vaughn, who wrote the letter titled 'Digicel: all work and no Play', and we are currently working with her to have her issues resolved.

Digicel continues to work very closely with our customers to ensure that they fully understand how to get the most out of their Digicel Play service and how to choose the package that best suits their lifestyle.

We also take this opportunity to invite our customers to continue sending us their feedback so we can serve them even better. Customers may contact us by sending an email to playjamaica@digicelgroup.com, by dialling 145 from their Digicel phone, calling 1-888-935-5050 toll free from non-Digicel phones or by talking to an agent on our website, using our live web chat feature.

DWAYNE TULLOCH

Director of Operations

Digicel Jamaica