Exasperations at the mistreatment of GTT

Jul 04, 2016 Letters

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Dear Editor;
Kindly permit me space in your newspaper to vent my frustration with the quality of customer service provided by GTT and their lack in customer satisfaction.
I was recently overseas for a  while, so prior to my return to home I ensured my internet bill was paid so I would be connected the moment I returned as internet is essential for my work and keeping in touch with family and friends.  Unfortunately, upon my return I realized I was not connected hence, I called the up the company and they told me that I was connected. Thinking there was something wrong with my modem or router I summoned an Information Technology Specialist to examine my internet connection. His diagnosis was that I had a faulty modem and as such he advised me to call GTT to have their External Technicians look at it. On June 3, under his advice I called the company and reported the matter and one of the representatives told me they would be at by home in 3 to 5 working days.
On the fourth day when no one had come to my home as yet, I grew worried that I would have to go yet another weekend without internet, so I called to give a friendly reminder and the person on the other end informed me they should be at by home by the next day. All the while I remained at home to ensure I didn’t miss the technicians but to my disappointment by the end of the fifth day I realized they were not going to come.
On Monday morning, I rang the company up and reported my problem yet again and I was transferred to the Internal Technicians who informed me that they had found a fault in my line hence the reason I was not getting connected and they would make contact with the External Technicians to come have a look at my line. The next morning, when they still did not manage to show up at my house, I decided to call and ask to speak to a supervisor. She seemed more interested in letting me know she was a supervisor than solving my problem. However, she said she would speak to them and they would to come to my house soon. This seemed to go on deaf ears since the following day they still had not come. I called back the 0488 number the next morning and they gave me another number with a “another supervisor’s” extension and this time she actually seemed interested and appalled and assured me that they would make urgent contact with me. They finally showed up the following morning and recommended I purchase a new modem.
This made me somewhat upset since had they come earlier and had the Internal Technicians not feed me excuses blaming my line, I would have been able to go into GTT sooner and purchased a new modem and had my internet up and running ever since like my IT guy suggested. During the week I tried calling the Public Relation Department as my frustration was growing but they never bothered to answer their phone
What angered me further with GTT is that I decided to go on the $5000 plan since I don’t do any heavy downloading and I facetime occasionally with my family and friends. Previously to leaving the country four months earlier, this was the exact plan I was on and everything worked fine. I browsed the internet, facetimed occasionally with my family and friends and voice called on whatsapp and it worked just fine. However, I realized when I was trying to connect as of recent my calls wouldn’t connect or it would say the internet subscriber did not support my calls.
I wondered what had changed in merely a few months so I decided once again to call the 0488 number to inquire. The representative informed me that the $5000 plan did not support voice calls but was only for browsing. When I pressed her to find out what had changed as this was not the case before I departed Guyana just a few months prior, she didn’t seem to have an answer. She said that’s how it is and I would have to take the $9980 plan if I wanted to voice call.
I can clearly recall when GTT had upgraded their internet not so long ago they were advertising under the impression that the new $5000 plan was going to be the speed of the old $9980 and the new $9980 was supposed to be lightning fast.
I would love to hear GTT’s “explanation” for this. The problem with these companies in Guyana is that they are not genuine. They advertise one thing to customers and the minute they realise they have Guyanese hooked, they change their plans or raise their fees to make more profit. They are never satisfied with how much money they make even if it strains Guyanese pockets. No-one ever thinks of the average Guyanese. For these corporate companies, it’s all about filling their pockets. Will Guyana ever have a telephone or internet company that actually caters to the average Guyanese without exuberate prices and false advertisement? Shame on you GTT!
Angry Customer (name supplied)

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