Dear Claudienne,

A DL 600 mobile phone I bought at Anbell’s Technicians, a Digicel store in New Kingston, was replaced on April 7, 2015 with a DL700.

However, I returned the DL700 to Anbell’s Technicians on May 22, 2015 as it was overheating, freezing and shutting off, etc.

I got it back on May 26, 2015 but when I took it home it was not able to download apps for a while. I tried to download apps on the phone overnight but as there was a problem I took it back to the technicians on May 27, 2015. I waited about an hour and they returned it and said nothing was wrong with it.

When I realised that my data plan was all used up, I spoke to a Digicel repesentative (rep) on May 27, 2015. The rep advised me that my plan was in fact finished for the month.

I spoke to a different Digicel rep on May 29, 2015 who told me that although the plan was finished, because I was a corporate customer with a company I was still given access to a 2G plan until renewal of the service on the first of the month.

However, when the plan was renewed on the first of the month I still had the same problem and some of the other problems had also returned.

On June 3, 2015 I took the DL700 back to Anbell and told the team leader that the phone was not functioning properly. I requested a replacement phone other than a DL.

I was given a DL600 as a user phone because that’s all they had, but I took it with a heavy heart. Besides, it was looking so much better than the DL700 at this point because the only problem that I had was that it kept shutting off. I made numerous calls to Anbell and on some occasions I was told that the phone would be changed and at other times I was told that it would not be changed.

At the end of June I visited the office, and asked to speak with the manager. She first learned of my issue that day and promised to help me.

Before speaking to the manager at the end of June, I had made numerous calls to the Digicel head office and left messages for an executive whom the second rep had told me to speak to. However, the executive never called or e-mailed me.

In the meantime, I got numerous phone calls from reps informing me that the phone was returned and that I should pick it up.

I also visited the Anbell store numerous times that month but got the same story, “It will be changed, it will not be changed,” but they said nothing was wrong with the phone.

On a visit to Anbell’s early July I asked for the phone and was told that it was still at the technician.

I eventually became very frustrated and replaced the DL600 with an Amgoo phone.

Around July 27 the manager of Anbell called and informed me that the phone was ready for pick-up as they had not changed it.

I collected the phone on July 31, 2015 and was told that the technicians had kept it that long because they were testing it. I asked if the technicians as part of the test downloaded apps, etc, on a daily basis as I did, but they could not answer. I saw a couple messages on the phone and was told that they were test messages.

I returned the phone to Anbell on August 3, 2015 as from August 1-3 2015 it went haywire and kept shutting off, overheating and freezing, etc.

The manager sent the phone to the Digicel head office and after a couple hours I was told that my memory card had a virus and that caused it to overheat, etc, and that nothing was wrong with the phone.

The manager took out the card and tested it herself and for a while the phone froze and when she showed it to a technician he said that something was wrong with it. They then gave me back the Amgoo as a replacement.

When I checked with the store on August 11, 2015, I was told that they had not been able to contact anyone at the Digicel head office.

On August 17 and 20 I got messages that the DL700 had been returned to the store.

Could you please help me to sort out this mess?

IG

Dear IG

Tell Claudienne contacted Digicel Jamaica and the company has responded as follows:

“Upon receiving communication from Tell Claudienne about IG’s issue, Digicel Jamaica once again followed up with the customer to clarify that her issue was adequately resolved.IG was upgraded to a brand new DL700 on April 1, 2015 after submitting her DL600 (bought in August 2014) for repairs. After receiving reports that the customer began to experience issues with the DL700 on June 3, the team furtherinvestigated the problem and found that the customer’s memory card was corrupted, causing the handset to malfunction.Her memory card was replaced with a new one, after which she reported no further issues and advised that the issue was resolved to her satisfaction.”You have also told us that you are now able to download apps on a daily basis without any problems.

“Upon receiving communication from Tell Claudienne about IG’s issue, Digicel Jamaica once again followed up with the customer to clarify that her issue was adequately resolved.

IG was upgraded to a brand new DL700 on April 1, 2015 after submitting her DL600 (bought in August 2014) for repairs. After receiving reports that the customer began to experience issues with the DL700 on June 3, the team furtherinvestigated the problem and found that the customer’s memory card was corrupted, causing the handset to malfunction.

Her memory card was replaced with a new one, after which she reported no further issues and advised that the issue was resolved to her satisfaction.”

You have also told us that you are now able to download apps on a daily basis without any problems.

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.