Poor customer care offered by Digicel

May 29, 2018 Letters

DEAR EDITOR,
About three weeks ago I received a text message from Digicel saying, “Activate a monthly data plan for only GYD2000 today….” of which many of us (Digicel Customers) are used to seeing regularly in our phones. I became excited, since the cost was lower than the usual monthly 2G Plan, which I am quite familiar with.
So I took some time to call Digicel’s customer care to inquire about the amount of Data (MB) allotted to this specific plan. Upon speaking with a customer care agent, I was affirmed, I say again affirmed, that the Data allotted to this specific plan was Unlimited.
I then went on and activated that plan on my smartphone, only to find out that the actual amount of data was 800MB. I have reason to believe that many other users are being lured into activating this same “promotional monthly plan”, as stated by that agent.
I went on and downloaded media content like any other user would. For about two days of using the internet service I noticed no change in the remaining amount of data, assuming that the plan is indeed unlimited. To my surprise the data suddenly started to decrease.
I called again to Digicel’s customer care and explained my situation, based on the fact that I was given false information by a customer care agent. The agent ( I cannot recall her name) apologized for the error made by her colleague and continued by saying there is nothing she could do to assist in my situation, and no refund will be awarded since the data is already being used.
The conversation went on…, and I even asked her if my complaint was logical enough to get a review, if she believed I’m even telling the truth, she replied by saying “I’m not calling you a liar.” Very shocking response.
She went on by promising to get back to me and assisting however possible, but to date I haven’t received a call from Digicel.
There is more to be done to improve on the customer services offered by Digicel. Putting customers first should be the goal of any business organization. I believe this isn’t the case with this network.
Jason Benjamin

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