This letter is brought to you by lack of consumer accountability. Im fed up!!!!
I’ve been holding off on writing this letter for a hot minute now. I have had to hold myself back, no matter how hard I tried my page would always end up strewn with profanity all aimed at you. So here I am 7:35 a.m. at the height of my frustration ( a regular thing with you guys) on attempt # billionteen. I got your Netbook in December of 2009 and in all honesty the service was excellent. You had me at connect. I was a Brand Advocate, I cannot tell you how many people would hear me rant and rave about how and I quote myself “Digicel was being mean Claro picked up EVERYWHERE and I had NO PROBLEM with your service”. My, Oh MY how those words have come back to haunt me!?!
Let us Fast Forward to April 2010 when the problem really started. My data plan all of a sudden would evaporate within the blink of an eye. I say this because, 1] I could hardly get connected YET STILL I was going over my Data plan leaving me with EDGE service <— Not much different from the so-called 3 gee where did my internet go?
2] I was not getting connected. What was I paying for? I'm a loyal girl and Claro had been very good to me for the couple of months so I called customer care I listened I learned about when my new data plan would start and when it would end and I was like okay let me give this a chance.
Fast Fast Fast Forward to this month. ANY DAY in this month of August 2010 that I have been able to connect to the internet has been a MIRACLE!! Not just a regular miracle, I'm not talking about finding money in your pocket when you're broke miracle, I'm talking "How did that bottle of WATA just become Yellow Tail?!!" Miracle. Yes people it is THAT serious. After several rants and raves on twitter and calls to customer service and letters to friends who work at Claro and possibly losing a friend that works at Claro ( I'm really sorry girl). I finally got a call from a Customer care agent who took six whole days to confer with her technicians then call me and tell me to …. wait for it…. Bring in my comp-ut-a-DORA <The adventure had been initiated.
As I walked into the Head Office at Knutsford Boulevard in a very indifferent mood I asked for the contact I had been given (James Bond style). They took my comp-ut-a-DORA upstairs to diagnose the problem. People what takes place from here on is both beyond me and sad. I cannot make this shit up, nor would I want to write this dramedy.
Tech: Did you install any anti-virus?
Me: No I haven't un installed anything. The programs are just as Claro gave me
Tech: Well that's the problem…. *insert harp music*
Me: *Leans forward* Pray tell
Tech: Well we searched your computer for viruses (they installed AVASTAR SPYWARE) and there is a virus blocking your connection to the internet so you'll either be completely blocked or bumped off
Me: OOHHH.. So how does that work? Because I can use a LIME modem and get on the internet and I can go to Chilitos and use their wifi and be on the internet all day. How is this "virus" only targeting my wireless manager?
Tech: Well, the wireless manager is a VERY delicate piece of software and so you have to just be very careful. It's actually a problem that we have been looking into.
Me: So if I remove this "virus" I can get on the internet
Tech: Well sometimes a virus can permanently alter a softwares.. blah blah blah…
Me: Well do you have any suggestions as to who I can go to remove this virus, as this is something you have been looking into?
Me: *shifts weight to left hip, cocks head to side* Blank Stare
* No I didn't make this up! Yes I have the voice notes ….
The Adventure continues….
I do what I should have done in the first place. I take the computer to my friend, Computer guru @josip2306 who cleans my computer of all virus' and gets me connected to the internet. However, we have yet to find this mysterious virus blocking access to the internet. It turns out there was a setting in my network connections that had been de-activated. After days of no connectivity, I am ecstatic. I go home and I post a blog, I eat dinner I take my medication and prepare for a night of catching up. Silly girl. Here it is again "timeout" my modem cannot connect.
Claro, I will not be paying that $63,000 to “buy out” my contract. If it was a fault of mine. I would more than fair but you sold me a product KNOWING your service sucked. And that blanket clause in the consumer contract is NOT CUTE or FAIR, you know the one im talking # 13 on the back. But such is life.
I have called Consumer Affairs and what do you know, they have other complaints about this service. (BIG SHOCK).
In your quest to beat Digicel and to make them fret you have completely missed the bar as to what endears them to us so let me remind you. When Digicel came out it wasnt that EVERYONE could have a phone it was that EVERYONE could have an affordable phone that WORKED. They treated everyone like a STAR customer, from the farmer to the CEO everyone felt important because we truly felt like we mattered we gave them our loyalty.It is a formula that they have stuck to. Even in their new promotion, they have a map highlighting where has 4-G coverage so you are not duped. In those few sentences, can you see how you have missed the bus? It is NOT about little children singing off-key , or young men dancing in water or surf boarding its ALL about your end product. *Whispers 4-G*
When I googled Claro I saw this data plan ad you did and when I saved it for this blog it cracked me up that the blog Silicon Caribe coded it as Claro-false-advertising.
The word is out there, people know your service is shit.. Good luck, because in Jamaica word of mouth starts and ends many a business.
I have a feeling that just like Miphone we’ll soon be saying Hasta La Vista once more.
Faith and Love,