Whats Up With Digicel Staff

[damionjh]

Ok so a friend came to me yesterday, he have a NOKIA 6610 phone and the data cable (nokia dku-5 data cable) with the software for the data cable, he was trying to install it so he can access the internet via GPRS when he is on the road, but he was unsuccessful so he went to digicel, (well I’m not shore if it was digicel office or a third party dealer but he said digicel) anyway they send him to the head office, at the head they had the phone and laptop for a half day and then come up with some ******* analysis that winXP is not detecting the phone as a modem. :icon_evil

It was so E-THE! all I did was go to GOOGLE, type in NOKIA 6610 modem driver and download the driver install it and he was on the net in less time it take you to read this message. :eusa_hand

How!! if I was HEAD KING **** at DIGICEL I would fire all the employees at that office. :eusa_naug
Because who would my company make money! an pay staff! If the people working for me cannot do their JOB. :eusa_liar

Anyway what do you guy’s THINK :eusa_doh:

[psimpsonjr]

intertesting very interesting

[anonyhead]

I have noticed that even when u call to get basic info. it is as if they wiind them up and let them go. u cant blame frontline staff 2 much though. it is the senior mgmt that should ensure that staff are qualified. BTW why can't they get rid of that script that they read from?!?!? U know: me-hello i have a prob them-sure glad to help let me just have ur name and number blahblah ad nauseum. Theyre always glad to help but never actually do. In store staff (whether dealer or official) is the same. I wanted a cheap GPRS fone and saw the PAN-GD68 being sold by digicel. they didn't advertise it as GPRS but i knew it was. anyway called 100 to ask them to provision. they kept insisting it cannot access GPRS. one girl even told me that "the settings in that are weak". I had to lie and tell them that the fone was one of their 'recommended' ones. After that i was good to go. Fone got f#$ed and sent it to repair. Fone came back w/o GPRS. went to reprovision, girl said fone was not GPRS capable (same story as before). Anyway she said she would try. No Luck. Discovered TechJamaica and did a search for GPRS settings. Voila! typed in settings an was instantly online. It seemed she was typing the settings using T9 (tegic). I did ask for the settings from Digi but all I got was the run around. Thank U TechJamaica and contributors. Digicel we luv ya bt not every Jamaican is a technical dunce head who uses the cd tray as a drink holder ;)

[Nastrodamus]

Ok....

You guys need to be fair to Digicel Customer Care Representatives. They have to operate within the scope of information they are given. A such what they have been instructed to give as information then that is what they will have to give.

Should the over step such bounds and something goes wrong with the device, then it will be solely their fault and not the company.

So then the problem may lie within the Companies ability to keep up to date with information that they will need to supply their customers and continuously train the customer care representatives according. (Train:- eg. Bi-weekly 10 minute update sessions or monthly)

I wouldn't get so upset with the person that you are dealing with on the phone, but maybe the lacking of that department in the organisation in keeping up to date.

[Techsavvy]

its apparent nastro you havent spoken with a digicel cust care rep.you should try it and i bet you would delete your post.talk about fair they should be fair to those who dnt know jack about their mobile and stop keeping people in the dark.its their jobs to know about the products they sell and not to get hand me down knowledge from their superiors who also get hand me down knowledge.try calling c&w cust care they would wow you with the knowledge they have about their products and services.the plain truth digi needs to shape up cause now dema live offa name

[Nastrodamus]

Hey the customer care agents don't make up the organisation. If they provide customers that information that is not sanctioned by the company, they are liable to get themselves in trouble.

Mark you I am no tolerator of mediocraty. At the sametime you have to think pass what is the problem and find what is the source of the problem.

If all the customer care agents don't know "Jack" as you all put it, then something is wrong not with the agents but the department itself.

Digicel has failed many of its promises and Service Agreements, but people seemed to over look it before because, hey it was DIGICEL. Cable & Wireless made a stance prior to the hurricane to improve service (and inturn their KPI's), and has proved it then on since.


Don't bash the workers. Bash the company. There is more to it than you are seeing. Trust me.

[nder]

I agree with Nastrodamus. We cannot blame the Customer Care reps for the info they provide or do not provide. Even if they are techies like us, they cannot dispense information that is not sanctioned by the company. Even if the information is correct and wont break the phone or service, the mere fact that they breached protocol will get them into trouble and possibly cause them to loose their jobs.

The problem with many tech companies, is the non-tech people make the policies and rules and manage the tech people. This causes havok. Because what you end up with is technical decisions being made by people who know nothing about what the decision involves. True, they may have consultants or even consult their subordinates. But it takes just one wrong consultant telling them wrong information to lead them to make a wrong decision. For example, if someone recommends Linux for implementation accross a company, it just takes one idiot to say "Linux us not user friendly and lacks support" to have Managers scampering into the familar Windows market. Linux may have saved the company hundreds of tousands of dollars and made their network more secure. And the techies who will use and maintain the computers may be very capable of running a Linux shop. But Management doesnt know swat. So they let that one neighsayer influence them into making a wrong decision.

So perhaps the problem at Digicel, like at many other companies, is that the people who mangage the technology do not have a proper and rounded knowledge of the technology they are managing. Most likely they have management degrees, and little or no technology training. Even if they have engineering training, they still would not have a comprehensive understanding of the software aspect, and its software that drives phones. So the company's policies are likely created by people who know little or nothing about the technology that drives the company.

[swollen_i]

I totally agree with Nas on this and being in a CS position myself I know what it means to outstep the scope of support, But I must say that I have found doing a comparisson with both Digi and CW support that Digi is #1 :eusa_clap in that regard, even if they dont know what they are talking about I have never been disrespected or felt mistreated when I call Digi CS - caan seh the same ting for CW :icon_mad: :eusa_sick

[willy]

Well i didn't want to say this but i was disrespected by a CCR from digicel, I dont know if it was a side effect of hunger or what, but he was and 4$$ to say the least but hey i still buy credit, but i know longer call 100 i usually make a friend do it :)

[24hrs]

I hear what everyone is saying. I've had a hard time with the digicel representatives myself especially with the GPRS issue. It depends on who u talk to as well. I called and a guy answered. he told me that the ericsson r520m phone that i got had gprs and that he was sending the settings to me. I never got them so i called back and a lady answered and told me that the phone didn't support gprs. I knew it did but when i asked her to make sure, she asked someone and said nope, no gprs. I got the settings from the net the same week and i was good to go.

[Techsavvy]

ok so i called them up today as i wanted to clear up the whole hotmail yahoo thingy.i got answer on the 1s ring (a 1st for digi)a fellow answered and delivered the usual textbook intro.ok so i pop the quest. im having trouble logging into my email accounts namely hotmail and yahoo.ok so another text book ansa (ill be happy to help you.....what phone are you using)motorola c350,he paused and asked if the fone was bought from digi.hmmm i paused then answered no.he then said the gprs doesnt allow you to access the world wide web.hhmmm im confused so i explained that the phone is connected to my mobile via data cable and software and he repeated the same garble again.ok so now im sorta getting pissed as this ^$$wipe is now pissing me off.but me a wonda if a tek him tek mi fi fool r him a idiot

[Cue]

I guess he thought ...well....

Maybe him really did a tek u fi a idiot...

Either that or him fool himself!

[Cue]

They should have the type of system where they ask you for your phone number first, to know what type of plan you are on, your info and all the features available for your phone...so as to clear up any 'misconceptions'

[Techsavvy]

even if they had the rep arent dnt know jack about their products and that says alot about the company.

[techdude2010]

I had the same experience with both digicel &cnw.I wonder if they train their
customer service staff.

[Techsavvy]

i dont think so .i know of someone who does part time work with digi and god bless the little she knows about tech muchless a cell phone