No widespread problems with Alcatel phones - Digicel

THE EDITOR, Sir:

I write in response to a letter from Digicel customer, T.C., which was published in The Gleaner on Saturday, July 19, regarding challenges he experienced with the Alcatel DL 600 device purchased from one of our dealer stores.

First, we sincerely apologise to T.C. for the inconvenience that he may have experienced. Our team is in the process of reaching out to T.C. to address and resolve this matter in the shortest possible time to ensure that he has a positive experience with his device going forward.

Allow me to state, however, that while T.C.'s experience with the DL600 device was regrettable, this has not been a widespread issue, based on reports from our customer care team and our repair centre. Nevertheless, in the instances where customers do have a negative experience, we unreservedly take all the steps necessary to repair and, in some cases, replace the device.

Digicel remains committed to giving our customers value, and the introduction of both the DL600 and the DL700 in Jamaica has helped us to continue to deliver on this promise. We continue to receive positive feedback from customers on the affordability and capabilities of these smartphones and are delighted that, as a result, access to mobile Internet is increasingly within reach for all Jamaicans.

Again, we apologise for the issue T.C. experienced with this device and wish to assure him and all our customers that Digicel remains focused on ensuring that they always have the best experience with us.

MICHELLE ANDERSON

Distribution Director

Digicel Jamaica