LOGIC ONE CABLE TV PROVIDERS
So I decided to document my issues with respect to service reliability of my cable TV providers. I emailed the owner/manager and then hand delivered a hard copy to her office. Within one hour of my dropping off the hard copy, I received an email from her. I’ve decided to post my letter to Logic One Ltd. and their response. Here you go:
MY LETTER TO LOGIC ONE LTD.
Dear Mrs. Francis:
Let me first apologise for the numerous interruptions in service due to damage sustained to our external plant as a result of Hurricane Sandy. Although the damage was not devastating, down trees caused breaks and stress fractures to our wires some of which were easily repairable whilst others were not.
As it relates to Nov 9-12th, we assumed it was a power outage after we discovered there was not power at our device, only to discover that our main wires ( both fiber and coax) had been cut, this took us the better part of all day of the 12th to locate and repair the damage. The Nov. 17th complaint was due to someone cutting trees and chopping our main wire again and repairs were once again effected on the 19th. Mrs Levy advised me that a call was placed to you last night, at which time you confirmed service had been restored.
Emergency calls are received by our in house voice-mail. Once a complaint is made in the week it will be addressed the following day and a call must be returned to the subscriber acknowledging complaint. On the weekends, the voicemail is checked remotely and calls returned to subscribers to either try and assist or if it is an area problem a team will be dispatched; however it is very important that you leave you name address and phone number in order for us to contact you, as this is normally omitted.
Complaints are normally repaired within 3-5 days depending on the nature of the complaint and subscribers availability.
Based on the number of days lost in October and now November we have decided to waive November fees, based on the fact you already paid for October and $2 towards November, this would easier than to re-calculating.
Whilst preparing my response a copy of your email was hand delivered.
If you have any further questions please do not hesitate to contact me or Mrs Levy.
Regards
Paula Francis
Manager
about living in Jamaica today.
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The main road near my house |
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My Veranda |
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Me in front of the water tank: Water is Life! |
Then last week Friday evening, cable TV suddenly went. Service was restored Monday evening. I called. I called again. And still I called. A whole weekend with only TVJ as entertainment comes as close as I can imagine to what hell must be like. It is the lack of responsiveness and clear, credible info in the absence of product/service that really ticks me off! I was told that the storm damaged their lines. I was told that vandals had cut their lines. Still don’t know what the real story is. I am tired.
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Paradise? |
JPSCo: Customer service or mere PR stunt?
When JPSCo put full page advertisements in the press only a few weeks ago, I was puzzled as to the reason why. Afterall, JPS is a monopoly so it’s not as if they are grappling for market share. There were pictures of newly appointed parish representatives, but again, I was struck that there were no names and no contact information given. Fast forward to the recent devastation wreaked by Hurricane Sandy. Staring the sixth consecutive night of darkness in the face, I tried in vain to get contact information for my parish representative. I called the 1 888 Customer Care number and was told that they could not provide the information. To my distress, they could not give me any updates on my immediate predicament either. They made a great show of recording my name and number and recording the fact that I had no service.
I fully understand that we just came through a natural disaster that no one had any control over. What disturbs me is the lack of credible information concerning when paying customers can expect resumption of service. JPS has ramped up its’ on-line presence, sending out frequent tweets and updating its’ Facebook page regularly. But the opportunities for actual dialogue are extremely limited.
It is not enough for Customers to lodge their complaints into the void that is called Customer Care. How do we know that our issues are understood? Who can we speak with in order to get clarity and understanding? We don’t even hear Winsome Callum or Ruthlyn Johnson giving updates anymore. Mrs. Tomblin herself is becoming the face of the company. Even so, I don’t really care. All I want is the ability to speak with someone about my issues and to have reliable service. It seems to me that JPS is confusing Public Relations with Customer Service. What else would you call faces without the ability to contact? What else would you call a 1 888 number that takes your details and never calls you back?
I’d like to remind them that the best customer service is reliable and efficient delivery of the product/service. PR stunts only serve to anger and frustrate.
Just be nice!
I wrote to the Gleaner Editor yesterday, and they published it as Letter of the Day today. They edited out a suggestion I made in the original submission, so I will reproduce what they printed here and then add my suggestion after.
Furthermore, I would like to propose a national campaign, similar to ones of yesteryear such as “Don’t harrass the tourist”, “Kingston…Clean as a Whistle” and “Two is Better than Too Many”. This campaign could be sponsored by the private sector, complete with billboards, print and electronic media presence and of course, social media. Picture it: “JUST BE NICE”. We can do this.
about (some) doctors and health care in Jamaica
Usain St. Leo Bolt, SUPERSTAR!
Here’s an open letter to Mr. Bolt:
“Happy Anniversary!”
10 more Olympic questions…
about the London 2012 Olympics thus far…some (not so reverent) thoughts
It’s July 31, and all of Jamaica is waiting on track and field to start, me included! I can’t help but feel though, that Beijing was as good as it’s gonna get for us. Look at the USA male gymnasts and swimmers…not living up to expectations are they! The thing is, there are so many extremely hungry competitors just straining at the bit to compete and win. All of this notwithstanding, I remain respectful and in awe of the talent of our athletes. I sincerely hope that Usain Bolt not only defends his titles, but that he sets some new world records too. Greedy? I think so…but hey…Usain is a SUPERSTAR, in terms of his amazing talent (have you ever really looked at him over the last 40m of his race?) and also in terms of his natural ability to interact with people…so darned comfortable in his own skin.
And I absolutely love VCB and Shelly-Ann and ma girl Melaine. Man…I wish them well. And as for Asafa…I’m going to say it here: if anyone is to beat Bolt, I would like it to be Asafa. I would be happy. I am so nervous though. In the sprints there is absolutely zero room for error, and the rounds are taxing, and the whole false start thingy….we just have to wait and send love and positive vibrations to our Team over there. GOOD LUCK, GUYS!
Let me say, I enjoyed the opening ceremony. It was entertaining and not too long, and reflected what Britain is quite well. I still say that LA 1984 will remain my favourite opening ceremony. Who can forget the 84 grand pianos playing in unison? http://www.youtube.com/watch?v=G_B-lgIc2_w I will admit that the fact that I was watching the opening ceremonies with my family while enjoying pizza and drinking rum could have contributed to my overall enjoyment of the proceedings! And then came Team Jamaica on to the filed, resplendent in their edgy and colourful uniforms. Awesome! I suspect that at the next staging of the games, Olympic uniforms will undergo a paradigm shift from the traditional boring and stodgy to something more in the vein of our uniforms, and the parade of the athletes will take on a vibe not unlike a haute couture fashion show! No problem as far as I am concerned.
I am pissed at the fact that I can’t watch the games on NBC. It’s great that we can watch the events live. But I don’t think our local station would lose viewers if we had the option of watching the games on cable that we have already paid for! I guarantee you that in any event with a Jamaican, Jamaica would turn to CVM. Simple. But I want the option to take in NBC’s perspective too, and to relax and enjoy the delayed coverage that they are offering.
On now to the Jamaican athletes who have done well so far. Samantha Albert (equestrian) remains a puzzle in my mind. I wonder why she didn’t represent Canada or the UK…methinks she should have been able to do either…anyhows, good effort on her part. Yes, my enthusiasm is muted, but is so it go.
Alia Atkinson copped a great 4th place in the 100m breaststroke swimming. She competed like a champion and I wish her all the best in her two remaining events. She’s strong, and fit and fast with the heart and demeanor of a champion.
In closing, allow me to ask some questions that have come to mind:
1. If there’s table tennis in the Olympics, why isn’t there netball. Just saying…
2. Why can’t the genders compete together in events that don’t require speed or strength? Take for instance shooting…that requires a steady hand and a good eye. Methinks the sexes can compete fairly here.
3. Where are the breasts of the female swimmers? Is it the swimsuit that has crushed them flat?
4. I wonder if the condoms that they have distributed in the Olympic village are being used up? I am somewhat intrigued by reports of sexual activity in the village. As one person in the article I read said: “everyone in the village has a great body!”
5. What the hell is the Jamaica50 secretariat going to do if Jamaica doesn’t get a gold in the male 100m on Aug 5? They are planning celebrations around the race…talk about pressure! It’s never really a good idea to plan around an unknown. And we still don’t have any guarantee that JA will get a gold in the event. The damn race lasts for 10 seconds (count them!) and every one of the 8 that will be in the race is a competent athlete to say the least.
6. Why do all the female beach volley ballers have ponytails?
7. Why do all the female beach volley ballers NOT get a wedgy?
8. Why do all the female beach volley ballers look so darned good in a bikini? (can you tell I’m a tad obsessed with the the female beach volley ballers?
9. Why hasn’t Yohan Blake uttered a word since he’s been in London?
Let the Games continue!