Report From a Digicel Customer:
My experience on Wednesday, January 8, 2025:
I arrived at Digicel Liguanea at 8:55 am. On my arrival, there were about 5-6 customers waiting ahead of me and two Digicel employees (they wore branded red shirts).
The door was locked and had a small, rather neat-looking black box, which seemed like a security/ safety device hanging on one of the two doors.
Nine o'clock came and the door remained locked and the two employees seemed unperturbed—one continued with her phone conversation and the other enjoyed a quick bite of her pastry.
A gentleman and myself conversed about how unpunctual this is and worse yet - no explanation nor apology from the workers.
We waited.
I smiled as I looked at the situation and the annoyance on my fellow customers' faces. You see, right across from Digicel closed doors - FLOW's glass door showed they were abuzz with customers. I commented out loud to the gentleman I was talking with earlier. He laughed and said, "They opened on the dot of 9."
Hmmm🤔
At 9:07 am I sent my first voice message to the lead consumer advocate, Mr. Vernon Derby.
A former colleague arrived and he too was amazed at the locked doors so he went over to the employees and spoke with them. He returned and said, "Something about the person in traffic coming."
Hmmm🤔
At approximately 9:14 am a woman walked up to the door—I didn't hear Good morning or an apology. She did something with the neat little hanging black box on the door; a key manifested, and the door was opened.
We started to enter when a man raised his hand signalling for us to stop and said,
He said, "Oonu haffi wait!"
We gasped.
I exclaimed "Wait again, why!?
He said, " De machine dem haffi come up."
He locked the doors.
Shortly after, he came and invited those using "The machine" to enter.
I indicated my purpose there he said, "Wait."
He locked the doors.
He went inside and in a short while called me in and directed me to a representative.
I enquired of him as I walked towards the representative, "What about the other people outside?"
He said, "Machines, come up now."
He unlocked the door and they were let in.
I concluded my business and left at 10:08 am.
Digicel, WAKE UP, please!!!
Now, I'm well aware that even with the best plan in the world, the unexpected can occur. Christ, not even an apology or someone with authority to ascertain from the two workers there on the ground if there are customers waiting and then tell them what to say to us (since clearly they were not willing or able to speak for Digicel)?
What's the use of all the pomp and pride, advertisements, humongous sponsorships, and 'political' hobnobbing if we can't get basic service, punctuality, and courtesy, right?
Jamaica can do better!
We deserve better!
Things must get better!
COME ON DIGICEL!!!!
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They tend to be very self-serving indeed. Lack purpose. I've had to lodge complaints in the past against them but it was when I tried doing business with the competition a few years ago that I realized something. As bad as Digicel is, they are gold.
ReplyDeleteBoth of them need to do better. You cannot be in the service business and offer such poor customer service. The customers are apparently seen as cash cows with no regard for their well-being after milking them. I pray they wake up. Claro is surely missed.
100%
DeleteBoth companies can learn from the Tax Administration Office at Constant Spring. TlAJ treat tax payers with dignity and the service is now being delivered much faster than before.
ReplyDeleteSo sad come on Digicel yu need to do better for your customers👹
ReplyDelete