Digicel group Haiti and Digicel Antigua branch. Review

Professionalism and lots of potential yet also islandish: expensive for its quality

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.

I bought a sim card (data only) in Guadeloupe while on holiday for 6 days. It came with 150mb of data. I recieved a sms stating I had been given an extra 100mb and I also purchased another 500mb. Within 3 days the data had run out although I was only checking emails and chatting a couple of times a day and my phone stated I had used only 142mb. On questioning this at the store I was told that the 500mb had been put on the wrong number (not my mistake) but there was nothing I could do about it. They could not explain why the data had run out at 142mb. I purchased a futher 500mb and that ran out in 2 days thought my phone stated 260mb used. At the store again it could not be explained and nothing could be done. The guy there informed me I had been sold a sim card that offered very bad value and should have been offered another one. I therefore spent 50 on almost nothing. What a discrace and terrible customer service from this company. I have complained via email but have had not answer.

Always crowded and "where does the line begin and end"?

Great customer service. They are absolutely slammed near the first of the month people trying to pay their Bill's so avoid at those times if possible.

Great service the staff is very warm and friendly clear with explaining and the internet upgrade is great

Customer service is good, atmosphere is appealing enough however the service provided needs improvement

Takes a little time to get to the counter to be served, but I found staff in this branch are the most responsive and customer friendly of other Digicel branches despite being busy all the time. Have been satisfied with their service every time except for the waiting time, allow up to 40 minutes!

Not the most friendly or informative but efficient.

Awful. Every time I have to go here it's a nightmare. I spent 2hrs in the line just to get in. It's not just because of covid either. It's just terrible customer service.

Data and voice service is now awful. Connections lag and customer service never has a solution. Disappointed with the "bigger better network" to the max.

Great customer service/support... lines are really long around the 22nd to the 30th but I think that is just because everyone is trying to pay Bills in the store at the same time when the rest of the month the place is empty. Parking is great and helpful staff

I love this head office. The service here is excellent. The personnel are trained. And are willing to help with whatever issue you have, or whatever information that you may need. I was impressed. They also have great offers and combos.

Line was so long it circled the store. Service was slow.

The service was not good at all. No preparations was in place real bad Service. They need to upgrade their system more workers needed.

If the lines are going to be long and people have to spend 15-20 minutes in there, the AC needs to be turned up!!

Very clean and well organized but the internet service is the worst please don't use their internet service it is a big RIP off

No calls in no calls post paid I'm frustrated and digicel can't find the problem.likied really? Released me from my contact I'm going someplace else.wack customer care /cooperate

There is need for assistance for pregnant woman and woman with babies

Poor space. Bad circulation and queuing is a nightmare. Service is very slow at peek time. Suggest using the auto pay machine if you have a credit or debit card.

Absolutely horrible customer service and support. I was just there at Market st. I decided to ditch the line and try the kiosk for the first time with my credit card. Big mistake. As I was figuring out how to use the machine, I heard two of the guy CSRs at the station closest in the corner laughing.

I soon realized, to my horror, that they were laughing at me. I heard one say, "Miss, it's not that difficult, nuh." But they weren't trying to help. They didn't know that I could hear them.

Maybe they're right. I'm dumb when using their kiosk, but I will never be so dumb as to ridicule and insult my customers. I hope they keep that up until there's no more customers left.

As for me, I'm switching from this network. No other network has CSRs this callous and rude. The sad part is that this is not the first, neither will it be the last.

I've heard stories of similar kind, to even body shaming. Apparently nothing is being done about it. No surprise, because your frontline reflects the leadership of your company.

The service support is a whole other story.

Prompt and efficient service. Adewuate parking available.