Digicel customer service disaster

THE EDITOR, Sir:

If you are a Digicel customer, then you know you have a better chance of receiving a telephone resolution by dialling 119.

They say change is good, but in even more familiar terms, we say, stick to the evil that you know. So that has been my mantra time and time again, as I have opted to remain a loyal Digicel customer since its very emergence in our territory. It is safe to say that Digicel has evolved, and while we all embrace this technological age, one thing that often leads me to pay an extra dollar is customer service. It seems that during this evolution, Digicel has opted to leave the core of the success of their organisation behind. I'm not quite sure how an organisation that pioneered customer service ever saw it fit to disregard the very element that has made them the telecommunications company of choice.

To say the least, Digicel's new approach in servicing their mobile clientele is not only frustrating, but unacceptable. Of course, the implementation and enhancement of self-service channels for any service provider is essential. However, to eradicate a convenient means of resolution for challenges in the service they provide can easily revert one's emotions from helpless to heated by just the touch of three buttons: 1-0-0.

Regardless, that is only a drop in the bucket. To then redirect this feeling to customer service representatives via their live chat who provide empathy and urgency via their automated and delayed responses is just a series of unfortunate events.

I speak for Digicel mobile customers everywhere when I say, get it together! Or in more relatable terms, press 1 to go back to the drawing board.

Standing in line to be an ex-Digicel customer,

GW