Tue | Jul 17, 2018

Terrible service from FLOW

Published:Saturday | February 25, 2017 | 12:00 AM



I am frequently pleased by the customer service I get from my plumber, my Gleaner delivery man, my hairdresser, and consistently, from the staff at the Constant Spring Road tax office. But I have had the most appalling customer service experience with FLOW recently.

Three weeks ago, fed up with the intermittent Internet service I was getting from FLOW at my home, I asked for their assistance. The customer care centre attempted to resolve the problem internally, but after a week sent a technician to replace their apparently faulty modem. The technician assured me that when I reset the modem after two hours, service would be restored.

During the next week, the Internet still not responding, I made a series of five phone calls to the so-called customer care centre. I was first told, "You have not been connected," and we will call you back (five times - never happened). On Friday, at my expense, I hired an expert to take up the problem with FLOW's technical department. They gave him an assurance that I would hear back within 24 hours at the latest. Never happened.

Last week, I began again by telephoning FLOW and asking to speak to a senior officer. After passing through several hands, I was connected to a young lady who informed me that a technician had been assigned to my residence later in the week. I expressed my surprise (and delight?), as I had never been so advised.

On Friday, the technician showed up, wrote "loose connection" on his service order, and left. The Internet worked for an hour and remains dead to this time.

Ironically, earlier in the third week, I called Digicel in my frustration to contract their Internet service. But having provided my home address details, I haven't heard from them since.