Thu | Jan 28, 2021

Given the runaround by Digicel automated system

Published:Thursday | March 15, 2018 | 12:00 AM


I have been a loyal Digicel postpaid customer since they entered Jamaica in April 2001. I have had my complaints with their service from time to time, but what I find most egregious is their new IVR (interactive voice response) system, which I find wanting.

On March 14, I had an issue sending credit by their *125 method, where I was getting a message 'recharge in progress', or something to that effect, and needed to find out the meaning of this strange message and when the credit would be transferred to the beneficiary's phone.

I spent almost 20 minutes going round and round through their automated system (and note, I'm a computer programmer) trying to find any sort of help for my issue. There was no option to get a live agent, so I was left frustrated. There was also an option to use Digicel chat, but I was driving, so that wasn't an option.

Digicel needs to improve their '100' service so their customers can select to speak to an agent when their automated system cannot help. I know a lot of companies need to cut costs, but some reductions are similar to cutting off your nose to spite your face. They need to ensure their cuts will not leave unhappy customers, as there are always other options (get the drift?), and I'm not talking about automated voice responses.