Dear Editor,
Generally, companies in the telecommunication sector are notorious for providing lip service when it comes to exceptional customer service. Without doubt, one of the reasons for this trend is the limited competition they face causing a lack of urgency to improve customer experiences.
I wish to share my two recent experiences with Digicel Guyana ‒ the supposedly “bigger, better network”.
Firstly, automatic roaming charges were applied to my bill even though I did not activate this service and had taken the time to disable my mobile data – so much for free hotel WiFi. It was only through quick research that I was able to place my phone on airplane mode so as to discontinue any additional charges. When I enquired at Digicel Customer Care, I was told that the charges were applied because, while I may not have answered my phone when I was out of the country, my voicemail was activated.
Secondly, the standard charge for my monthly post-paid plan was increased by 8% without prior notice. I was only informed of this development after reviewing my bill and enquiring from the Customer Care centre. Fortunately, the hotline number is a toll free number as I had to call two times, as the promise made by the representative to return my call before the end of the day did not materialize.
Earning a customer’s trust starts with giving great service.
Yours faithfully,
C Bobb-Semple
