Complaints and accusations against GTT

Jul 31, 2016 Letters

Dear Editor,

I write this letter to express my dissatisfaction in the quality of service delivered by GTT and to highlight the fact that this disruption has been affecting our daily operation; the telephone and internet are an integral part of our business. It’s been months since ImageWorks Designs has been experiencing intermittent service with the DSL on telephone number 444-6478. As of late June 2016, the problem has worsened whereby my telephone only works occasionally and the internet is still intermittent. Because it’s a norm with GTT to disrupt service and not notify its customers, the first thing that always comes to mind when I have no service, is that GTT is down. My recent inquiry has indicated that it’s my service and not the network that is having trouble.
Since early in the month of June 2016, I went into the office of a manager at GTT, Linden branch and discussed my problems. A report was made on the issues. Later that same month when I enquired about my issues, I was told that the report was closed; there is no pending issue in relation to my line, so a new report was started. I was referred to another support line where checks were made and the representative determined that there was an issue with the line, and I would have to wait for the technician to come from Georgetown to rectify the line issue. Since then nothing! I have spoken to two managers thus far. The manager at Linden Branch and one from Georgetown and all they have to tell me is I have to wait on the line technicians. This back and forth thing has been going on since June 6th 2016.
My contention is that there is no sense of urgency when it comes to these sort of thing. Furthermore, when the payment is due there is no redress or consideration for all the time I am unable to use the service I’m paying for. What does one have to do to get equal and quality service? Every month, GTT bills you the same rate whether or not the service is working and if the due date for payment passes and you don’t pay due to your service not working, GTT boldly disconnects.
GTT boasts about doing more, and about all the great benefits Guyanese are enjoying, but they are still lacking when it comes to the most basic component in any business – happy customers. This kind of disregard for any customer is unacceptable. Where is the care for its customers; where is the representation for customers’ rights? Had I another option I would have changed my network already.
Roy Arthur
Proprietor of ImageWorks Designs
Linden

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