I simply do not understand how Digicel is still a ...

I simply do not understand how Digicel is still a thriving business in the Caribbean. I have had nothing but horrendous experiences whenever I go there.

If I am a client of Digicel, it is my understanding that Dicigel and I have a longstanding business relationship. My business with them should be valued and I should be treated as a part of the Digicel business family. Correct me if I m wrong, but when people enter this establishment on Friar s Hill Road, everyone is standing all over the place. There are no designated waiting areas for different needs. When clients (note I m not saying customers) walk in, ideally they should be greeted immediately and asked what they came in for today so that the agent can then direct them to the correct kiosk. I know that this is Antigua (which is an excuse to get away with everything), so that can t be feasible - but it is not difficult to put up a sign, or put markers on the floor and have a proper queue in the waiting area. People don t want to be feeling stupid when they walk into your establishment because they don t know where to go to have their needs met.

The fact that the business is lined up out the door on end of month days is ridiculous and completely unacceptable. If you KNOW that every single one of your clients will be coming in over a span of 72 hours BE READY! Open extra kiosks! Have more staff in! Spend NO MORE than TWO MINUTES per person for people who are simply paying bills! A 60 minute line queue to PAY A BILL is not acceptable and people in Antigua need to stop putting up with this!

At the beginning of this month, my data was not working, I had to go into Digicel THREE TIMES before they finally fixed the problem. And every time I had to WAIT! I mean - if you saw me yesterday about a problem, and see me again today - isn t that a hint that you are not doing something right? The third time, the regular kiosk sent me to customer service to resolve the problem. I stood there (yes STOOD) for 45 minutes while ONE agent worked with ONE client the entire time and there was another person ahead of me. The regular kiosk people were chatting and on their phones and had no one to serve. After I was finally fed up I went to the regular kiosk people and told them the line was ridiculous, and guess what! They fixed my problem in 15 minutes!

This - to me - is horrendous customer / client service. If you CAN fix my problem - then DO it! A happy customer / client is what keeps your business ALIVE!

Oh - and of course I have to mention that my bill was the same amount at the end of the month - even though I didn t have data for 8 days. Yep! That s SERVICE that I had to PAY for that I wasn t receiving.

And the last thing I need to mention - Digicel cuts off your service when you are late paying a bill. That in itself is not so much a problem but there are a few things to consider. Other companies provide a grace period - especially for long standing clients who they have serviced for a while and KNOW that the bill is going to be paid. (If other companies don t cut off - why must Digicel?) Second thing to consider - if I am having a busy week, and I pay my bill 2 days late - that s 2 days I did not receive any service. ANY service. At the end of the next month - do you think I will receive a discount for the hours they did not provide a service? NOPE! In order to continue to have service from Digicel you have to pay your bill in full - whether or not they provided you with service!

Also - they do not answer the phone.

Also - almost every month, a day or two after paying my bill in FULL, I receive a text saying that I ve used 95% or 75% of my data. Two days after starting a brand new billing cycle?

I am increasingly becoming more frustrated with Digicel because things that seem so simple and so ordinary to me (like decent customer service) are just so foreign to Digicel. If my experience does not imrove - I will be switching and I will be bringing down Digicel s name wherever I go.