THE EDITOR, Sir:

I note the letters that were published in The Gleaner on Saturday, January 19, 2013, about Digicel's customer service.

I am sincerely disappointed and concerned about Dalton Black's and Sally Henzell's experiences shared in your publication, as we take customer experience very seriously.

We are, however, happy to share that we have successfully made contact with Ms Henzell and her concerns have been successfully addressed and resolved. In the meantime, attempts to make contact with Mr Black have proven unsuccessful to date. We will continue to try to make contact with him and work to resolve his concerns, but we also wanted to use this medium to share openly about the challenges being experienced by some of our customers and the actions we are taking to resolve them.

We have implemented a more modern voicemail system which has allowed more of our customers to connect with voicemail more regularly. The previous system was end of life and required replacement, and so customers weren't able to leave a voice message as easily. With the improved system, customers have gained the added feature of leaving longer messages and listening to their most recent messages first.

VOICEMAIL PROBLEMS

It is also important to understand that calls may go to voicemail under a number of circumstances, such as when the other party is on the phone, sending a text message, or browsing the Internet. Indeed, there are some instances when certain smartphones running applications in the background may cause the call to be diverted to voicemail when the customer is otherwise available.

We do acknowledge, however, that some of our customers are connecting to voicemail outside of these reasons, and that is why we have assigned a special technical team to target and address this. We expect that this will be remedied shortly.

We know that some customers may be experiencing other anomalies or service challenges, and we urge them to continue to engage with us through any of our dedicated multiple customer care channels - dial 100 to speak to us directly, send an email to customercare@digicelgroup.com, or connect with us on Facebook or Twitter.

In spite of the teething pains being experienced now, our clients can continue to trust our commitment to delivering the most modern, user friendly technology.

KERRI-ANN MITCHELL

Customer Care Director

Digicel Jamaica