Knutsford Express delivers

Tell Claudienne

With Claudienne Edwards

Sunday, August 10, 2014

Dear Claudienne,

I do quite a bit of business travel on Knutsford Express and quite frankly, up to this incident my experience with the carrier was mostly good. On or about December 1, 2013 (I'm now not sure if that date is correct, but it was the first Sunday after Thanksgiving), I travelled from Ocho Rios with a small suitcase (hand luggage) with my clothes.

On reaching home I realised that my luggage was damaged. I called and reported the matter and the company subsequently sent it to be repaired.

Each time that I have sent to collect it, my bearer was told that it had not yet been repaired. When I called on May 22 to check if my luggage had been repaired, I was told the same thing. The manager who was on duty that day told me that because of the location of the tear on the luggage it could not be repaired.

I asked the manager what the company would do, because they could not expect me to take my damaged suitcase and say thank you very much.

I subsequently e-mailed the CEO and apprised him of the situation and asked him to use his good office to have the matter resolved amicably. I also lodged an online complaint, but to date I have not had the courtesy of a response.

It's been more than six months now, and I believe that something as simple as this issue should have been resolved easily long ago.

It cannot be that I carry my bag at my own risk on Knutsford Express.

Can you kindly investigate this matter as I need the suitcase for future travel.


Dear BL

Tell Claudienne contacted the general manager of Knutsford Express who was not aware of your problem when we spoke to him. We forwarded your e-mail to him and note that he has been in communication with you by e-mail and phone.

We see that the company sourced a bag that seemed to be almost identical to yours, but when they received it they realised that it did not have as many pockets as your bag.

The Montego Bay office eventually found a replacement and sent it to Kingston on Wednesday, July 30.

We see that you received it on Thursday morning July 31. You sent us an email that stated the following:

"Just to advise that I collected the hand luggage this morning and am satisfied with the replacement. I would like to use this opportunity to thank you a million times over for championing my cause. Had it not been for your intervention I am sure that I would still be struggling with Knutsford Express over the matter.

"I do wish for you and the Jamaica Observer many success stories."

Thank you for your kind wishes.

Good luck.

Phone troubles

Dear Claudienne,

I live in Trelawny. I first applied for a Cable and Wireless (C&W) landline after my house was completed and it took at least 18 months for them to have it installed. The line was a 'pure gain line', which apparently meant I kind of shared it with the guest house further down the road.

Every time it rained the line would not work. This could be days, weeks or even months, and, of course, we were never aware of the fault until trying to make a call. The line would give a ringing tone to the caller, giving them the impression that we were just not answering.

Despite the problems I always paid my bills before the due date and in full or over the amount, and I never once saw a reduction for time without service.

Down time would be on their records, together with the technician's repair report, so shouldn't this have been automatic?

The bill dated 9 April 2013 was for $1,266.94 and this was paid on April 24. For the month I had only been able to make eight local calls because of the faulty line, therefore each call had cost me $150+.

Then the line stopped again, was repaired again, and then it rained the next day and the line was off again.

Well, I tolerated this for about a decade, then on May 6, 2013, I reported the fault online, had a second thought, went back on the LIME website and found the page where it said I could suspend or disconnect. I chose to disconnect.

The back and forth e-mails are contained in the letter I have registered and sent to the CEO because I assumed the LIME Customer Service Department had informed him of the situation as I requested twice.

The telephone was removed from the jack on May 6 and only replaced on May 31 at the technician's request. I then called to claim my compensation for no service as recommended by the technician.

I received no further e-mails after June 6, so I assumed that that was finished.

On Friday when I collected my mail from Duncans PO there was a demand for payment of $4,820.19 (see attached scan). I am willing to pay for goods and services received, but not for no service.

I am anticipating problems with LIME as regards my cancelling this 'debt', so I am hoping that you may be able to help .


Dear SM,

We spoke to LIME about your complaint and note that they have cancelled the debt that they said you owed. The e-mail LIME sent Tell Claudienne stated the following:

"We regret the inconvenience outlined by SM and we hereby advise that we will withdraw the account from our external collector. The amount will be written off.

"Kindly advise her of this arrangement."

Good luck.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: Please include a contact phone number.




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