Customer satisfaction must come first

Nov 04, 2019 Letters

DEAR EDITOR,
I wish to highlight my experience with the Guyana Telephone & Telegraph (GTT). My landline phone # 216-1906 service has connections to the cellular phones as well the internet. On the 4th October, 2019, the line became faulty, only receiving calls, lines were crossed, but the internet was fully in operation. Immediately a report was made at the customer service 225-1315 which was a long drawn out story to get through; however, a reference number was given.
On Friday 18th October, 2019 a technician vehicle number PJJ 738 arrived and went straight to the exchange station and disconnected my entire service and about fifteen minutes later, he came and said that the fault is on a post that he pinpointed to me (I may call a junction box) but he could not go unto the post because of a very hard load of mud waste was dumped there and the ladder cannot be placed. So I said what will be the position, he replied that he is a contract technician and he has to report to GTT on the situation. I cautioned him that he disconnected my phone service and thereafter about one hour, he reconnected despite of the crossed lines and also I enjoyed my internet. Since then, I have received no word from the telephone company on the situation. A second call was made to GTT’s Customer Service and another complaint was made with another reference # 2152135. On the 25th October, 2019, a GTT vehicle with a driver/technician came and went to another post nearby and then I noticed my phone and internet went blank and hours later the phone and internet were once again working with no cellular calls. On Sunday 27th October, 2019 the first technician re-appeared vehicle number PJJ 738 to fix another customer’s phone service in the same area and my phone and internet went dead. I tried my utmost to reach him at the Exchange on the number provided but failed. On Monday 28th October, 2019 being a public holiday, I called 0488 and I spoke to one Monicka only name given and she checked on my reports only to be told that the second technician reported that the cable and battery are the problems. Another complaint was lodged Wednesday 30th October, 2019 only for me to be told that you have to wait until we can fix it.
I am now saying to GTT, your technicians are way behind time since they cannot handle simple jobs; therefore, please import qualified technicians. My request is to restore my service at the shortest possible time or I will have to find redress at the Public Utilities Commission. Customer satisfaction is first.
Yours sincerely
Parmanand Ram

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