Digicel Play: End Game

In my last post, I shared my experience with Digicel Play and their representatives and many of you shared similar stories on my social media pages. I am happy to report that Digicel and their team reached out to me on Saturday, extending their apologies and the delivery of service on Monday (today).

The technical team arrived at 8 a.m this morning to conduct the installation. Due to a minor issue, the actual installation didn’t take place until after 9 and concluded by 11:15 am.

I would like to extend thanks to the team in expediting this installation in the manner that it did. Kemar and his team were very professional.

Thanks also goes out to Mr. Henry, the VIP Account Manager at Digicel Jamaica. He followed up as well and ensured that I was satisfied with my newly acquired service.

Last but not at all least to all of you who shared your stories, thank you.

It is unfortunate that the situation had to be dealt with after expressions of displeasure, however, I am glad that this experience has opened the lines of communication for improved customer service.

Let this be an encouragement to those of you who have yet to get redress. Do not be afraid to hold any corporate service provider accountable.

Digicel Play: The Corporate Wolf

For over a year, Digicel Jamaica has been advertising their Digicel Play service of being “best in home entertainment with reliable, lightning-fast speeds, the best and most popular TV channels for the best value.”

While many persons have bought into the illusion that Digicel is selling, myself included, be warned that they are just wolves in sheep’s clothing.

Let me explain.

For months, I have been told that the Digicel Play service was not in my area yet the occupants on the main road and at the top of my street were able to access.

No problem.

Disappointed with our current service, my fiance and I were looking to upgrade our current internet service as we work from home and many projects that we complete for our clients are usually large in size and takes several hours, to upload through a secure platform.

As you can imagine, this hurts our business as most of our projects are time sensitive.

Two weeks ago, I saw the Digicel Play tent set up on the main road and out of curiosity, we pulled over and asked the seated representatives if the service was now accessible to my premises. The gentleman ( A Digicel Play Representative) exact words were,

“Yes. We have made installations and upgrades in the area and it is now available.”

My fiance out of surprise asked the gentleman to clarify that we were able to access the service on our street because we have been told several times in the past that the service had yet to extend to our premise. With certainty, the gentleman reassured us and took our contact and promised that a sales representative would contact us in the next 30 minutes.

Surprisingly, he delivered on that promise because exactly 30 minutes a sales agent, whom I will not name right now spoke with us and reaffirmed the gentleman’s previous statements.

Happy that our slow internet days were now over, we made the decision to sign up. We told the agent that we would drive back to the location to sign up. However, she insisted to drive the service bus to our location.

This woman and her team arrived in 5 minutes time to my home and we signed up and made a deposit of JM$4000. This was Tuesday, May 15th. She assured us that we would be contacted by Wednesday or Thursday to confirm an installation time on Friday.

Wednesday came, no call.

Thursday, a representative contacted me to mention that the signing rep did not submit some of the paperwork, however, the installation call would be received on Friday.

Friday, no call.

When we worked 9-5, our company was an affiliate of Digicel so we knew a couple of friends who still worked with them, especially in the Digicel Play department. To my displeasure, my source reported that the service has not extended to my home.

Cue scratch record here.

I could not comprehend what was happening. I was told it was there, we signed up, they took my money and I am now waiting for the promised service.

To quote DuttyBerry, me boxcova!

Next Tuesday, May 22nd, I contacted the Digicel representative who I signed with, to receive an update. She proceeded to give me some highfaluting reason about the service being down in the area and as soon as it’s up I would be contacted. My fiance asked her to be frank about the situation and she denied that this was a scheme to get her quota up.

Frustrated, I contacted the headquarters on Friday, May 25th just to get an update. A lot of excuses and nothing concrete about when I would get the service I paid for.

Fast forward, two weeks and 3 days later, no service.

In another fit of frustration, I contacted Digicel only to be told that the FAT or whatever that is….is full and they could not ascertain this information until after they submitted my documents and a refund is being processed.

The Facts

1. I signed up two weeks ago, therefore on day two or three, I should have been told that there was no space available.

2. I was being fed childish excuses and was given the runaround.

3. The refund is being processed but I would have to wait up to three months, by then I am more than certain if I don’t follow up, no one will contact me. (That’s if they really intend on giving us a refund)

It took only ten seconds for our card to approve their payment but it will take up to three months for the money to be returned.


Now, I can’t help but feel scammed and I did mention this to the rep on the phone. Scamming is a huge factor of crime in Jamaica and the authorities are out there running after common folk when the real criminals are sitting in their air-conditioned offices, drinking coffee and collecting people’s hard earned money.

In my theory, I believe that these Digicel Play representatives were trying to reach their quota for the month and falling short in all their efforts, they decided to concoct a scheme. A scheme advising people in certain areas KNOWING that Digicel Play was not available, that new installations were being conducted and they were ready to sign up new customers. They proceeded to sign up several individuals such as myself knowing the bureaucracy and hassle it would take to get a refund. With up to a three months wait period, several persons who signed up would probably give up on getting a refund and of course, they win.

We are certain we are not the only ones caught up in this. Let it be a warning and document all of your dealings so you will have proof if they fail to deliver.

If you have experienced anything like this or anyone you know is in a similar situation feel free to comment and share your story.