Gotel rebate clause

[DarkAngel]

Rebate clause:

Section II final paragraph:

If the service is interupted through no fault of the customer for any period exceeeding 72 consecutive hrs., the customer shall be entitle to a PRO RATA REBATE on the monthly charge and the monthly access charge in respect of the period the service was interupted.
Interuption of service shall not include circumtances where the customer is out of range.


In light of days of downtime are any of you GoHell subscribers prepared to take up this "Pro Rata Rebate" any time soon or any at all?

[Chris]

Question: is this the only condition under which a customer can request a rebate?

[odsamuels]

Like I said in a previous post... GoTel customers, as far as I know are not being charged for Internet until March. I have actually never paid for Internet since being a subscriber.

What they are saying however is that they would continue chargine for the telephone portion of the service.

(2 cents)

[DarkAngel]

Like I said in a previous post... GoTel customers, as far as I know are not being charged for Internet until March. I have actually never paid for Internet since being a subscriber.

What they are saying however is that they would continue chargine for the telephone portion of the service.

(2 cents)

So the very first payment you made did not include internet access? Well mine did ($700 for the November bill) and finally the rebate also apply to the phone part of the service for persons having problems with that part of the service.

[DarkAngel]

Question: is this the only condition under which a customer can request a rebate?


I am not sure Chris, the liability seem to be limited however to $500 or less. Below is the entire thing as extracted from the back of the invoice:

Limitation/Exclusion of Liability

Notwithstanding anything herein, the company shall not be Liable for Non-performance or unavailability of service.
If the same is cause or contributed to by equipment failure or breakdown, Acts of God, strike, labour disturbance, acts of omission of any telecommunication carrier or other causes beyond the company's reasonable control. If, the company incures any liability to the customer (whether due to negligence or otherwise), Arising out of or in connection with the service, the liability of the company shall be limited to the amount of Pro-Rata monthly access charge during the period that the service was affected or $J500.00, Whichever is lower.

In no event shall the compnay be liable to the customer or his employee, agents, clients, or any other third party for :

I) Any delay or incedentals, general or consequential damages arising out of or in connection with the company's failure to perform under this agreement; or

II) Death or personal injury or damage to their property arising out of or in connection with the service or installation, repair or maintenance of system.

The company makes no representation and gives no warrenties, except

to the extent expressly set forth herein. If the service is interupted through no fault of the customer for any
period exceeeding 72 consecutive hrs., the customer shall be entitle to a PRO RATA REBATE on the monthly charge and the monthly access charge in respect of the period the service was interupted. Interuption of service shall not include circumtances where the customer is out of range.

[odsamuels]

You'd be surprised just how many service-based organization uses this kind of disclaimer. :-[

[DX157]

Based on this info....what of Collin's attempt to recollect?

[Collin]

I was informed that my refund was to have been ready either Friday Jan 30th or today Feb 3rd.

I called and was asked to leave a tel # so they can call me to advise when it was ready which I laughed and did.... I did not expect to hear from them for the rest of the day which I have not!!

There was no dicussion as to what amount would have been refunded... however I expect a 100% refund!! It will however be interesting to see what they come forward with!!

Not to worry I will keep you all posted on what happens!!

[DX157]

I too was given the "leave your number" line....i left it and called them the next day and the day after that. Tomorrow i'll find out what's really goin' on, they're supposed to call and schedule a time for installation but I think i'll save them the trouble and call them myself...bright and early ;D
I'll be calling on a daily basis if i have to.
I want to upgrade to 128K and haven't even gotten the 64K as yet, am i mad? :o lol
Tomorrow we'll see.....

[Collin]

I want to upgrade to 128K and haven't even gotten the 64K as yet, am i mad? :o lol
Tomorrow we'll see.....


No you are not mad ... you are just too damn demanding ;D like myself I guess...

I wish you all the best in getting service!! by the way where are you located? are you sure that signal is available in your location?

[DX157]

I'm in Portmore....i can see the tower from here, atleast i think it's the tower ???

[Collin]

Please be advised that I have recovered monies spent to subscribe to Gotel!!

Yes !! I collected my refund today....... after having to make a few phone calls and requesting to speak directly with the MD!! - I was told that he was in a meeting and that all other managers were out of office!!!

I was called later in the afternoon and informed that I could come and collect a CASH refund!!!! ;D

I actually met another fellow there requesting refund as well!!!!

Best of luck to the rest of you who wish to claim refund!!!

[Spaz]

Well for those who want to get a refund, you now have to write them a letter and give them 5 working days before they will give u back your money.

[Chris]

Well for those who want to get a refund, you now have to write them a letter and give them 5 working days before they will give u back your money.


Thanks for the update Spaz.

This new refund rule sounds like it was put in place because persons other than Collin have been requesting refunds. Hmmm ???

[weedalis]

i smell..........ismellll a lawsuit coming up against them :P

[DarkAngel]

Gotel want to make a little profit by way of intrest on your money, and i suspect that there are more people asking for refund than they expected- so they just make you wait hoping you will change your mind :-\

[fragmin]

Its sad that Gotel is in the position to make themselves a premier company in Jamaica and they have totally f***ed it up. I too was stung by their bad cusomer service. I was given several appointments for installation and no one turned up. Everytime I called i got a different answer to why I didn't have a phone. About 4 weeks after the first appt. I got fed up and requested a refund. The girl in the office was just like oh well fill out this form and collect your money on Friday.....no attempt to find out why I wanted to quit or even to try to convince me to stay with Gotel. I got my money back and in one week I got a phone from C&W.

[DX157]

Internet went down on tuesday....been on dialup ever since. Called about 30 times since then and i've heard about 20 different reasons for why I can't get online. I wonder if it's too late for me to get a Rebate now, hmm........

Their service sucks in more ways than one. Their setup is so strange, have any of you with Gotel's service checked your IP address and noticed that it's a private network?
That means I can't transfer files or Voice using MSN messenger....the IP is basically shared up internally so a whole bag a wi a use the same one.


I'm kinda pissed.

[odsamuels]

Yeah, that private IP thing sucks. What I'd like to do and to see happen is for us to use this Tech Forum as a vehicle for all us GoTel people to gang 'em and start demanding these MSN fatures, etc. maybe even demand public IPs. ;D

Hey here's a new one for the masses... I went to GoTel last week to pay my bill (of course considering what I was told about the Rebate, so I was just paying for the phone part not for Internet). One of the ladies began letting me know that I can't get me refund because I got one already. I quoted to her what it said on the back of the contract thing. She contested it, but I let her know that I already spoke with a few customer Reps and that that's what I've come to pay (which of course is what I did).

[DX157]

Lawsuit......?
hmm....

Hear this:
I paid for a additional 64k upgrade, it wasn't implemented for the 1st week and i called many times. The person told me that they were only give speed higher than 64k to businesses who "need" it as if to say i don't "need" it just as badly ;D and he said i need to get refund or wateva. I called 2 days later and this time i was told "The upgrade will be done tonight".Days later after never seeing the difference, i called and was told that yes, it was done.
Spoke to Burrel (think that's his name) and explained to him that i have yet to receive 64k fully much less the 128k that i've paid for and he is saying they have some $700 rebate thing....
Now i paid $1150 for that 64k which has never been seen by me and he wan't me to collect $700 saying all rebates for any company are set figures. I beg to differ, but ofcourse by that time he was eager to get off the phone...i wonder why ::)

What you guts think....
Do i have a case ;D

[odsamuels]

My "guts" thinks that it matters more... do you have the money to make your case. ;D

I just think that their rebate policies are unclear even internally and changes daily.

[DX157]

:o Oops, my bad...meant you guys. ;D

Ai see it, what matters more than whether i have the money or not is whether they are willing to go to court over it or would they settle it in an easier way which of course benefits both parties 8).

(Lawyers in the Family ;D)

[RobyG]

Even if Gotel was to improve its services I don't think I would go that way (unless someone else takes it over). I don't like the way they do things. Every time I hear the word "Gotel" I words"half baked" comes to mind. I don't think that they are ready yet.

[odsamuels]

That's true, but some of us bandwidth starved people don't have the choice of DSL and Cable as others may.

The latest however, is that after this weekend the long-awaited upgrade should be finished.
(It should have been after yesterday, but I guess that that changed again.)

[DarkAngel]

The latest however, is that after this weekend the long-awaited upgrade should be finished.
(It should have been after yesterday, but I guess that that changed again.)

Thanks for the info, really looking forward to the end of this upgrade, my biggest hope is that it signifies the end of the problems with their network.
BTW any word on the launch date?

[odsamuels]

Still no upgrade... matter of fact things seem to have gotten worse. The customer representatives seem all jazzed up about something though.

New story in the mix... they are telling all subscribers that are pointed to Peter's Rock that they are experiencing interference problems. If they knew what I knew they'd think twice about throwing that word interference around. Could really kill their business.

My phone service from them has taken somewhat of a nose dive. I'm keeping the hope alive though.

[Collin]

Still no upgrade... matter of fact things seem to have gotten worse. The customer representatives seem all jazzed up about something though.

My phone service from them has taken somewhat of a nose dive. I'm keeping the hope alive though.


My prayers are with you OD!!

[DarkAngel]

Still no upgrade... matter of fact things seem to have gotten worse. The customer representatives seem all jazzed up about something though.

New story in the mix... they are telling all subscribers that are pointed to Peter's Rock that they are experiencing interference problems. If they knew what I knew they'd think twice about throwing that word interference around. Could really kill their business.

My phone service from them has taken somewhat of a nose dive. I'm keeping the hope alive though.

I wonder what the hell they are so "jazzed" up about wonder if it has any thing to do with reduced international rates?
Anyway, lucky it's only your phone that's giving you problems, my entire system tend to go down for a hour or more every other day over the last month (again), and over the weekend while expecting improved service from the completed upgrade i lost my entire service up until last night (monday), even trying to post this message was a task, since the connection has gotten so slooooooooow lately :'(
I wonder how much longer are they expecting us to wait for the service to improve?

[odsamuels]

Anyway, lucky it's only your phone that's giving you problems, my entire system tend to go down for a hour or more every other day over the last month (again), and over the weekend while expecting improved service from the completed upgrade i lost my entire service up until last night (monday), even trying to post this message was a task, since the connection has gotten so slooooooooow lately :'(
I wonder how much longer are they expecting us to wait for the service to improve?



LOL :) To put it in computer terms, if you should highlight all your downtime and click "Edit" "Invert Selection" you would be highlighting my uptimes. What that means, before 2 days ago, the norm is to have everything working for about an hour or so. Also, this is the longest 24 hours I've ever seen (we must really be in the period of length), I've been 24 hours for the upgrade for about a week now.

The latest is that they don't know when this upgrade is going to happen. Weird. ???

[RuHaSs]

Gotel has been having VSAT problems for the last 2 weeks. I guess they need a sat eng. :(. They seem to be slowllllly figuring out what the prob is with putting in their new VSAT. I figure it will be a few more days. I agree they are only going in one direction fast.... hmmmm, how could you have 2 T1's (rumored) supporting so many customers ooops.

[Rogue]

Greetings to all

This discussion only bears out my earlier contention that will not be a guinea pig for Gotel....RobbyG..that holds even if they are taken over by some one else.

I live in Spanish Town..and a neighbor of mine has the link and it seams to go down every 20 - 30 mins and he gets nowhere with them..

Ineed a connection but...

[odsamuels]

Gotel has been having VSAT problems for the last 2 weeks. I guess they need a sat eng. :(. They seem to be slowllllly figuring out what the prob is with putting in their new VSAT. I figure it will be a few more days. I agree they are only going in one direction fast.... hmmmm, how could you have 2 T1's (rumored) supporting so many customers ooops.


Could you ask your information source to find out if they need help getting the VSAT sorted out? Tell them it won't necessary cost them a thing. Thanks.