Dear Claudienne,

I live in St Ann. I have listened to the Digicel advertisement about their plug and go broadband internet service and it was very catching. As a result, I decided to purchase a Digicel 4G broadband modem. After I bought it, I discovered that it was not easy to set it up. For one month’s use of the modem, a total of $3,000 credit has to be purchased. I got a computer specialist to set it up and it took him more than three hours to programme the equipment and put in the passwords and post the credit to the equipment. However, after all that time he was only able to put on $1,500 credit on the modem. This meant that I could not use the modem. This was unbearable so I decided that I no longer wanted the modem.

After five working days I decided to return the modem to the dealer but I was told that Digicel would not take it back. However, it was tested and found to be in very good working condition because I had not used the equipment. I spoke to the supervisor but she refused to refund me my money.

When I asked for a refund of the $1,500 credit that had been put on the modem the supervisor said I could only get back the money if I was able to state the date when I bought my phone. I laughed because I bought my phone more than eight years ago. How would I remember the date of purchase?

Because I could not remember the date of purchase I was told that the $1,500 credit would not be refunded.

I did not keep their modem more than five days (I bought it on a Saturday and returned it the following Saturday. They said that Saturdays and Sundays are not counted so I only kept it for five days). I would like to get back the money I paid for the modem and my $1,500 credit or the equivalent.

Could you please help me.

DW

Dear DW

We contacted the senior customer care manager at Digicel and he has advised us that they have contacted you by telephone. The manager has also e-mailed Tell Claudienne a letter sent to you. The letter re your 4G Broadband Account Service states the following:

“Reference is made to your letter concerning your recent experience with the Digicel 4G broadband service and subsequent request for redress. We sincerely apologise for the inconvenience experienced through your interaction with our service.

“We are pleased to advise that we have commenced the process to issue a refund of the cost for the modem purchased and credit applied to your 4G broadband account. As agreed, we will prepare a cheque payable to you in the amount of $3,466.25 which will be delivered to you by courier by Friday, April 15. Additionally, the aforementioned top of $1,500.00 applied to your 4G broadband account will be applied as call credit to your mobile phone.

“We thank you for bringing this matter to our attention and appreciate your continued support as we look forward to being of further service in the future.

We have spoken with you and note that you have received the cheque.

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: edwardsc@jamaicaobserver.com. Please include a contact phone number.