Dear Claudienne

I Iive In Hanover. On March 22, 2014, I purchased a BLU Zoey phone from a Digicel agent in Lucea, Hanover.

When I tried to use the phone I discovered that it had a fault. There is a loud sound coming from the phone when I make or receive a call.

I took back the phone to the agent and he sent it to be repaired. However, after it was repaired the loud sound was still coming from it.

The agent sent the phone for repairs four times, but each time it was returned to me after being repaired the problem still persisted. I have asked the agent to replace the phone or return my money, but so far he has met neither of my requests.

Your kind assistance in this matter would be greatly appreciated.

GM

Dear GM

Tell Claudienne scanned your handwritten letter and e-mailed it to Digicel. The company has advised us that they will replace the phone but have been unable to contact you at the phone number you provided in the letter.

We also tried to phone you and got voicemail. However, on Wednesday we again phoned you and left a message. We note that you contacted us shortly after we left the message.

In the meantime the Director of Distribution at Digicel has responded to your complaint as follows:

“Digicel has tried to make contact with GM to sincerely apologise to him for his unfortunate experience with one of our devices. Arrangements have been made to address and resolve the matter and ensure that GM has a positive experience with his device going forward.

“As a responsible corporate brand, we remain committed to giving our customers value, and the introduction of the BLU Zoey in Jamaica has helped us to continue to deliver on this promise. We continue to receive positive feedback from customers on the affordability and capabilities of these smartphones and are delighted that access to mobile Internet is increasingly within reach for all Jamaicans.

Again, we apologise for the issue GM experienced with this device and wish to assure him and all our customers that Digicel remains focused on ensuring that they always have the best experience with us.”

Please contact Digicel at the number we gave you.

Good luck.

Dear Claudienne

I am in need of some customer service assistance. My mother died in 2010 and more than two years ago we made a claim to the NIS for unpaid benefits. Since June 2013 I have been periodically calling the NIS to find out the status of the claim, but it has been “send the fool a little further” kind of runaround that I have been getting as I have been transferred from one department to another.

In August last year I was told that the application was in internal audit, then it went back to the typist and then to audit and round and around the stories go. It is not fair. My mother worked for over 30 years and did not benefit from her NIS contributions. And now they are frustrating me.

I would appreciate your help.

EF

Dear EF

According to the NIS, in the first instance your mother prior to her death had applied for an invalidity pension. However, the doctor denied the invalidity benefit. Before your mother died she made a claim for the old age pension benefit and processing of the application is almost complete. You should shortly receive the benefit as it went to the payment section of the Accounts Department on September 9. We will continue to follow this up for you.

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.