Gordon Swaby

Digicel and its indifference to Customers

Digicel; that cool Irish telecommunications operator that rescued Jamaicans from the clutches of  the Monopoly at the time Cable and Wireless Jamaica, circa 2001 ( Now LIME Jamaica) , has apparently grown tremendously over a short period of time and is  supposedly  too big to value one disgruntled customer (disgruntled, for good reason).

For almost a week i have been battling with Digicel’s Customer care agents for some explanation as to why i am without my  BlackBerry Internet Service ( BIS, which i pay for monthly) .  Apparently the problem eludes them and i guess they do not consider it prudent to inform their “valued” customers about this issue.  Maybe the $800 rebate i received  was good enough compensation and that would be enough to prevent me from needing to inquiry  further about  my service…or lack thereof.

BIS, which is provisioned through my mobile phone service provider, in this case Digicel, though Research In Motion (RIM) (Blackberry’s developer) actually runs the service is having no issues; which I’m sure if they were it would be reported, thus the problem must lie solely with Digicel.

Throughout the week I’ve been going through the mundane process of speaking to customer care agents, who apparently are robots who are all seemingly trained to repeat the same thing to its customers.  After speaking to so many agents one would want to think that I’m now competent/qualified  enough to be one as I’ve memorized what they all  conveniently repeat to me.

Tonight after speaking to one particular customer care agent, i said to him. “after being so greatly inconvenienced by you, i don’t see any good reason to stay with Digicel, because as it is you now cannot tell me when or IF i will ever have service” The agent in question, rudely responded with, and I’m paraphrasing, “at the end of the day it’s your choice, and we really can’t insist that you stay”.  I’m sure that wouldn’t have been the response if i was dealing with another mobile phone provider who would gladly want to keep their customer. ( Thank God for choices!)

Coincidentally, this evening i read an article in the Gleaner’s Flair Magazine, the cover story was on Jospeh Oates, Claro’s new Marketing manager.  He said “…To get consumers to switch brand loyalty, they must feel that you are looking out for them every time”. I guess now more than ever i have a good reason to switch as i have the option of choosing a network who actually “values” their customers or who can at least give the impression that they do.

Digicel, the Bigger, Better Network..or not.

Written by Gordon Swaby

Gordon Swaby

Founder and CEO of social learning service EduFocal.com. I’m passionate about technology, the internet and the use of technology in education. I am a recipient of Governor General’s Youth Award, the PSOJ’s 50 Under 50 Award, The commonwealth Youth Award and many others.

Lovingly made on Monday, April 26th, 2010 at 10:25 pm. Filed under Personal, Tech, Uncategorized.

  • Devidee

    Lol…totally agree! Thumbs up….good article!

  • Tanya German

    Clearly that agent does not belong with the company and I think you should report him or her to Digicel's management. I have had issues before, but I'm fortunate to have always gotten excellent service. One bad apple can really spoil the whole orchard. But differently still, I beg to differ about the whole Claro switch. Like many other mobile users searching for value (with the little money I have to spend), I own a Claro and a LIME phone. I honestly cannot tell you when I have ever received anything close to good customer service from Claro. So I am actually hoping that with the store they just opened, hopefully they realize that they now need to go train their people. Otherwise, it will be just what they've been doing all along – focussing counteracting Digicel and not paying attention to customers.

    Anyway, I really think you should have a talk with someone else at Digicel – that's not the Digi I know.

    • Vanessa

      Yeah sure Tanya. Great customer service just like Digicel offered under your regime in Tonga? Someone like you should know better especially when you have come up from being a customer service person to GM …. unfortunately you sucked at it more than you know. How much support did you have? Screaming and abusing your own staff? … did you forget that your staff was also Digicel's customer? … what a shame.

  • therealjovan

    I don't think that CSRs realise that everything they say is akin to the official opinion of the company that they work for. Many times I've been tempted to write off a company after receiving horrible service from front line staff, then a completely different – remarkable even – attitude from senior staff changed my mind. Maybe that's where Digi's problem is… or maybe I'm just an apologist because I used to work for LIME, and I'm convinced that there's no worse corporation than LIME on this planet.

    • http://gordonswaby.com Gordon Swaby

      Well i think i want to agree with you. I did write this on a whim, couldn't help myself after what the dude said to me. But apparently the higher the position the more pleasant the person.

  • http://stunner101.blogspot.com/ Stunnerj

    I notice that Digicel Blackberry service has been failing regularly these days. I was planning to switch from LIME to Digicel for cheaper Blackberry service, but now that isn't happening. I have had no problem with my Blackberry service provided by LIME so far, so I guess I'll stay there or look into Claro's packages. Very few companies there days have great customer service, I have had some come across some horrible CSRs from several companies.

  • http://experienceaurie.wordpress.com Aurie

    sometimes, the quality of service is directly correlated with the price tag on a product or service.

  • Eugene O'Shaughnessy

    Digicel Sucks !!!

  • Sandra Dillon

    Its the internal politics within Digicel that's dragging the company down the hill. I saw it in Jamaica, PNG, Fiji, Tonga and everywhere.

  • cb

    Hey, I dunno if this'd be any help at all, but there was something regarding BIS malfunction in my News Feed, from CrackBerry's Community Page. Sure, in the article, the problem's seem to have begun today, but it's worth looking into. I just checked my BB, and it seems my data services are down, too.
    I believe it's worth noting that I use LIME and am in TCI, not JM.

    Link: http://crackberry.com/having-issues-your-blackb

    PS: Digicel *does* suck, though.

  • http://twitter.com/AstleyHenry Astley Henry

    In Jamaica, good customer service is a severely endangered species.

  • SOB

    gooo suck ur mother …….haters as no network is still doing better even when digicel sucks…..hahahahahha

  • http://www.digihell.com/ Denis O’Brien

    Voice your opinion here: http://www.digihell.com/

  • Pingback: The Top 10 posts on GordonSwaby.com for 2010 | Gordon Swaby()

  • Taneshasuli

    $1.99 post paid LIME to Lime :O , u si dat!! $2.99 Prepaid LIMe to Lime network and Intl calls, Yow u can Call foreign $2.99 per min :O , and $6.99 fi call di oda network !!! SWITCH to LIME NOW !!!

  • Marissa

    OMG!!!!! I have been trying for the last 10 minutes to try and get through to customer service!! Apparently, everything is now computerized, there is no one for me to talk to and personally, I think that is stupid! I even called the messaging service. After giving me the menu with the different options available, the recording says “Press 0 for help.” I press zero and to my dismay…ANOTHER RECORDING WITH A MENU!!!! By this time I am super disgruntled! They need to get the customer service up to par. In this area, robots are not more efficient. 

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