Be reasonable with your customers
Editor: Within recent weeks, Karib Cable customers have been experiencing regular disruptions to their services. These interruptions affect cable, internet and landline services, yet no formal apology is forthcoming. Karib Cable, why the disrespect when most of these customersâ lives revolve around these important services?{{more}} Isnât your company aware that a good public relations and advocacy programme constitutes good customer service? Shouldnât management issue advisories, citing reasons for these frequent disruptions?
It would be proper for Karib Cable to issue these advisories via its internet, cable and fixed line facilities. This would allay customersâ fears and allow them to better plan their schedules around these outages. The company should also be mindful that many of its customers (like me) went against conventional wisdom and put all their eggs in one basket-The Triple Play. So you can imagine the triple frustration when all three services become simultaneously unavailable.
Karib Cable should be cognizant that its business can only sustain itself when it marries the principle of profit-making to customer satisfaction. That is why it is repulsively unfair to charge customers for the numerous unscrambled channels and internet outages. There are instances where services were disrupted for an entire day! Frantic cyber-workers were unable to access the Internet, urgent telephone calls were missed, and the television was reduced to a living room ornament.
June and July were given as trial months in order for Karib Cable to upgrade from analogue to digital television. In the interim, cable subscribers were to be billed the existing basic charge, unless additional packages were subscribed. However, this has not been the case because previous premium analogue tv subscribers are still charged the old premium price, while others are billed the basic charge! No cable subscriber should be subjected to pay more for the same proposed terms and conditions. Affected subscribers should, therefore, demand compensation.
Previous Karib Cable premium tv subscribers are also dealt a disservice in the company not providing them with an extra Digital Set Top Box. This should have been the case since every digital tv subscriber is provided a free DST Box and the old Dolby boxes were originally purchased by these unfortunate subscribers. It is, therefore, reasonable to expect that the Dolby boxes owned by these subscribers should have been replaced with an additional Digital Set Top box. Instead, Karib Cable has proposed $50 for each additional BOX per tv, with a corresponding monthly $10 rent! Is the economic status of its clientele factored into these outrageous proposals?
I am pessimistic that the NTRC is going to be able to halt Karib Cable from implementing its extreme terms and conditions to Digital TV. Nevertheless, it is hoped that our countryâs economic landscape would play a pivotal role in their negotiated settlement.
In the interim, Mr Kelly Glass, your customers deserve nothing short of a printed and verbal apology for your companyâs disrespect in recent weeks.
Collin CA$H Haywood
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