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GT&T responds to frustrated customer

Aug 11, 2014 Letters

Dear Editor,
Let me say at the outset that GT&T would have preferred to have received a copy of the letter captioned “Dissatisfied with service received from GT&T,” which was carried in the Tuesday, August 05, 2014 edition of Kaieteur News, so that the customer’s complaint and GT&T’s response could have been carried in the same publication. We take customer service seriously and are ready, able and willing to resolve any complaint without the perceived pressure of a letter to the Editor.
With regards the matter at hand, GT&T wishes to advise that we have communicated directly with the affected customer, to apologize for the unfortunate and entirely unacceptable treatment she suffered in her interaction with one of our Customer Services Representatives (CSRs) and to assure her, as we would wish to assure all of our valued customers, that the experience is an exception rather than the rule and does not reflect GT&T’s policy and practices.
Please be assured that the customer’s complaint has been fully investigated and that the offending CSRs will face appropriate disciplinary action.
GT&T would like to take this opportunity to explain to data customers that the issue the complainant experienced has nothing to do with GT&T’s data network but rather with the use of iPhones on any network.  Reason being that the iPhone’s operating system does not offer data compression and as such every data session (browsing, downloading an application, etc.) results in the consumption of a relatively large volume of the customer’s data quota.
Customers need to be aware of two other aspects of Smartphones which have implications for data consumption.  The first is that an iPhone’s settings can affect data usage. For example, if an iPhone is preset for automatic updates, the device will automatically consume data to effectsuch ‘updates’without action by the user.  Every such update will consume data from the user’s allotted data quota.  The second is that many Smartphone users invariably exit an application unaware that the application continues running in the background.  In such situations, the application remains active, continually consuming data.  We would advise iPhone users that there are various applications that can be downloaded to assist them to better manage background applications. One example is Task Killer which can effectively and efficiently prevent an application from running in the background after the user would have exited it.
Unlike other local data service providers, GT&T’s mobile data service comes without a file cap thereby allowing customers more freedom and flexibility.  In other words, it would be incorrect to say that our service offers 20mb per day because our service does not restrict the customers’ daily use to any specific megabytes.  Rather, it allows the user to enjoy sessions without any daily restriction.  Our service allows customers to use in excess of 50 megabytes on any given day.  It is, therefore, left to the informed consumer to take decisions about how they would wish to manage their data allocation.  With other third party data service providers, the user’s daily data use would be capped.
In closing, we wish to reiterate our apology to the complainant and to remind all of our valued customers to talk to us first about any difficulties or problems they may experience with our services or staff.  Your feedback about our customer care and quality of service is indispensable to our efforts to continue to improve your experience with our services.
Allison Parker
Public Relations Officer
Guyana Telephone & Telegraph Company

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