The Guyanese people need to speak out more on poor services

Feb 26, 2017 Letters

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Dear Editor,
If I were to say that I am fed up with the “supposed” services provided by our service providers in Guyana, it would be an understatement. I’m sure I am not the first to be dissatisfied with services offered by Digicel and GTT. We live in a modern world; a world in which it is quite necessary to have proper communication channels available. This is where companies like those mentioned above come into play. Their job is to bridge the gap between lack of communication and of course communication. Their job is providing proper channels as well, for this to be done. As a result, we rely on their phone service, internet, mere enjoyment and whatever else may be needed to communicate.
Of course, if we wanted to remain in the era where technology didn’t play such a big role, their services would not be needed. As such, we apply to have phone lines installed; we activate data plans and so forth. For these companies’ sake it must be noted that their ‘services’ are not provided freely. We pay for said services. If we are paying for these ‘services’, they should at least be good, right? This is not the case.
Rarely do we actually try to deal with these problems. So we settle and murmur amongst ourselves. It has become so bad that as soon as a concern is raised about an issue in this country, the common response is “well this is Guyana.” So basically, we have to put up with the nonsense, because our needs are not catered to; because the ‘services’ provided aren’t really services; because many have become so comfortable and used to the nonsense going on that it is mistaken for good.
Why is it that if you activate a 4G weekly plan with Digicel, you get 900MBs, but when you activate the monthly plan you get 2355MBs; just about 600MBs over what you receive if you were to activate your internet for two weeks. This means that Digicel is setting the people up to use the data offered with the intention that we would have to participate in the add-on offers. It means that at the end of a month, they know that we will spend more than the $3,500 we pay for a month’s plan.
Is this really what constitutes proper ‘service’? Exploiting the very people ensuring sustenance of your business in Guyana? Is this really what we signed up for? Additionally, when we do sign on to any of the plans, the data given is deducted without reason. I am aware of the services offered in Guyana, and until I got internet at my home, I didn’t allow myself the luxury of streaming videos on YouTube, or spending an enormous amount of time of Facebook and similar sites so as to ensure that my data was not used recklessly, thereby resulting in the buying of their add-on offers. As such, it made me question why my data was being deducted. Therefore, I would call their customer care service to query this and they would always have an excuse.
At one time, one of their agents claimed that “big chunks of data” were being used during a time period when I was in an area known to have limited signal. Of course, I made it my duty to be reimbursed the data stolen from me, but I will not always have the energy or the time to do so. It is very saddening that we’re the ones pushing the company forward and yet they still feel the need to manipulate us and lie in the process. As if the poor service is not enough, they now decide to tax the data plans because for them, it matters not what they do to get the money, just as long as they do.
Then there is GT&T, the only landline provider in Guyana. For areas like Linden, this company is the only one to provide internet services. They were in effect created in 1990 and there have been some ‘improvements’? However, there is still a need for one to have a landline in order to have internet. Have we really improved? The other issue is that when you do apply for the landline, there is a long waiting process. If you are not persistent, they just do not follow up and follow through.
I know of one instance where someone waited one year before a line became available. With an individual, the landline was not even installed, but she received a bill stating that she owed them money. There was another instance where they installed the landline but outgoing calls were not possible. When visited by the individual, the supervisor stated that she would record the complaint and have the issue checked out. One week later when the problem still existed, the individual called to find out why no one responded to the complaint, she was told there was no listing of the complaint in the system.
Anything that happens in Guyana happens because we as citizens allow it to happen. If the government is not doing their job, if GT&T or Digicel are not doing their jobs, it is because we as citizens allow it to happen. We have the power to effect change, but it cannot be done unless we work together, stop the murmuring and get up and make things happen. Both companies fail to understand what their jobs entail. It is either that or they just do not care. With that being said, I hope something is done swiftly to cater to these issues we face as citizens, because what they are doing is a disservice to us. Each of us has to remember that we deserve the best and we will not receive the best unless we demand it.
Sherrade Stewart

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