GTT needs to improve Bartica service

May 06, 2018 Letters

Dear Editor,
I am deeply frustrated with the attitudes of the technicians and their supervisor in the manner they handle my complaints. It has forced me to write this letter.
On Monday, a truck came into contact with GTT cables, damaging two and leaving six hanging, mine included.
On the said day, I tried contacting the local office here but got a fax tone. I then made a report to the Customer Support Call Centre (CSCC).
The representative took my name, address and contact number. She apologized and assured me a report will be dispatched immediately.
My neighbours and I made several calls. Each time, I was required to give the same information and got the same response. None of the representatives was able to tell me when the technicians will be able to fix the problem.
However, while I was not at home on Friday, the technicians came and replaced the damaged cables only. When my neighbour asked about the hanging ones; she was told that they did not get any report to fix those and they will be fixed the next time.
It was made clear that if we cannot provide the information on who damage the cables in the future, there will be systems so that the consumer will have to pay for the replacement.
On my return home, I made a call to the CSCC and was referred to the Security Section but to no avail. On Saturday, a truck came in contact with my cable and damaged it further.
This could have been avoided had the technicians fixed them on Friday. From Saturday, I have been asking my neighbour and family members for calls to CSCC which is so embarrassing, but in vain.
I asked to speak to the supervisor but was told that he will return a call to me.
After four hours, he called. To my dismay, he was unable to answer my question about when the line will be replaced.
He just apologized for the inconvenience caused and said he had received complaints about the technicians and that Bartica has a problem, but there is a 10-days waiting period.
The following week, I spoke to another supervisor who told me that the PUC gave GTT a 20-days waiting period.
Mr Editor, some residents are without service for months. My sister made several reports. She even visited the Georgetown office.
Her phone is not working over three months. My cousin said when the technicians visited her neighbour, she insisted that they fix her line which was not working since last year.
It is my opinion that GTT has no care for its customers but is rather concentrating on its profits. This is the only company that has systems in place for automatic disconnection for failing to pay bills on due date.
I don’t have internet service since the incident. I was told I have to pay the full amount and wait for a rebate, if not I will be disconnected.
GTT bills are paid at the banks, post offices and Bill Express but customers can only get a directory at the GTT tower station, which is always closed.
I do hope that this letter gets the attention of those in charge and something is done to arrest this problem that has been plaguing the residents of Bartica over the years.
Shirley Douglas
GTT Loyal Customer

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