Digicel must improve shoddy customer service

Published: Saturday | January 19, 2013 Comments 0


I feel the need to express my frustration and dissatisfaction with Digicel's poor service. I had hoped that after all the complaints the company received from me through customer service, eventually the problems would have been resolved.

However, Digicel has failed to deliver on any of its promises to me, and I must say I am dissatisfied. Digicel, I've waited for a change ... for days, months, years, and nothing.

I have been a loyal Digicel customer from 2001, and I deserve a bit more attention. Apart from its ridiculously high rates, I have seen instances where after making short phone calls, usually a minute or less to another Digicel phone, excessive amounts have been deducted from my account.

I have spoken to numerous customer care agents who all seem to be unaware of my claims. To my surprise, two weeks after my complaint, they sent a text message stating that I had been wrongfully charged and they have added J$8 to my account. This was not the amount deducted from my phone initially. I have been discouraged by the dishonesty I have experienced, and as a result have not added credit to my phone for some time.

I have also had a concern with the signal in my area. I am unable to make calls inside my house because of a weak signal. I experience frequent dropped calls and I had to place my cellphone on my porch in order to receive stronger signal. At first, I thought my device was faulty, but after investigating in my community, I realised I was not the only person experiencing the problem.

I contacted customer care and they assured me that the matter was temporary and would be dealt with hastily. After seven days of missing important calls and the inconvenience of having to go outside in order to use my cellphone, I once again reported the problem. Surprisingly, the customer care agent told me that it was the first time the department was receiving any complaints from that area.

Superior competitor?

After enduring the torture, my children thought I deserved a change, and they bought me a LIME phone. I was sceptical at first, as I didn't know what to expect after leaving a network I had been with for so long. But to my surprise, it was a pleasant experience; the customer care agents were warm and welcoming and worked very promptly to resolve issues.

I still used my Digicel phone for the first three weeks after joining LIME, so that I could properly notify everyone that my number had changed. Astonishingly, I couldn't help but notice the significant difference from my LIME provider.

The rates, for instance, have been lower and I find I am able to make longer calls for less money than on the other network. It is more expensive to call Digicel to Digicel than it is to make a call of the same duration from my LIME phone to the Digicel network. It cost me $6.99 to make a call for 31 seconds on Digicel; and a call on LIME for 40 seconds is only $3.61. This is more than 90 per cent savings.

Office of Utilities Regulation, are you aware of this? Now that I am in a position to compare, I feel like I have been ripped off.

Digicel, you must shape up! Your customer service needs to be revamped.



Baptist, St Elizabeth

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