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.