Digicel refunds PlayGo customer

THE EDITOR, Sir:

DIGICEL WRITES in response to a complaint from customer Erica Virtue that was published in The Gleaner on Wednesday, August 22, 2018, titled ‘Give me back my money, Digicel’. Ms Virtue expressed the difficulty she had experienced while attempting to download the PlayGo app to her smartphone in order to watch the CPL matches and the delays experienced in reaching customer care.

Upon reading her letter, I immediately called Ms Virtue and apologised for the inconvenience, while our customer care team applied the refund of $1,350 to her account. During our conversation, I explained to her that the PlayGo app is able to detect when a device does not have the required security settings or restrictions that will enable it to run smoothly. In such cases, the app will not download to the device.

Ms Virtue has agreed to meet with us next week for us to take a closer look at her phone and to have the issue addressed.

Feedback from customers like Ms Virtue is very important to us. More customers are opting for PlayGo as their app of choice for live-streaming of games, news, and other TV programmes while they’re on the go. This makes it even more important for us to ensure that every Digicel customer gets the smoothest possible downloading and streaming experience.

All of us at Digicel are committed to keep listening to our customers and making the changes they want.

ELON PARKINSON

Regional Communications Manager Digicel