Dear Editor,
My premises on Mona Road, Kingston 6, was damaged in the oil tanker explosion on January 9, 2014 and my LIME landline service disrupted along with other services provided by Jamaica Public Service (JPS) and Flow by the burning of the external power lines and the wires to the premises.
All three companies had representatives early on the scene, that Thursday afternoon, before nightfall.
Of note, the only company whose representative approached me directly on the scene was a LIME representative who enquired as to my landline number, which he noted.
Since that time I made an unsatisfactory 18-minute customer service call to a LIME representative on January 12, 2014, and my wife visited LIME's Knutsford Boulevard branch on January 13, 2014; both were intended to secure an early visit of a LIME representative to restore service.
The result of my efforts with the three service providers are as follows;
1. JPS restored power from the damaged light pole to my meter on the afternoon of January 11, 2014 (within two days); allowing my electrical contractor to work all day to restore power on the premises on January 12 (3 days).
2. Flow attended my premises early on Monday morning, January 13, 2014 (4 days) and restored Internet, cable and landline service by 10:00 am.
3. LIME has made no visit and placed no call for 17 days. Service was restored by LIME on February 5, 2014 (27 days after the explosion).
I congratulate JPS and Flow for their timely and positive response.
Additionally, the notable difference between the service providers was that JPS and Flow operated with one team including members with varied expertise, while LIME sent three different specialist teams, each attending on separate days, after waiting 17 days to respond directly to the customer.
In my opinion the culture at LIME is counter-productive, and if the law of the market holds true LIME will not survive without fundamental change.
Jeffrey S Mordecai
Attorney-at-Law
jmordecai@flowja.com
Kudos JPS, Flow; shape up LIME
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My premises on Mona Road, Kingston 6, was damaged in the oil tanker explosion on January 9, 2014 and my LIME landline service disrupted along with other services provided by Jamaica Public Service (JPS) and Flow by the burning of the external power lines and the wires to the premises.
All three companies had representatives early on the scene, that Thursday afternoon, before nightfall.
Of note, the only company whose representative approached me directly on the scene was a LIME representative who enquired as to my landline number, which he noted.
Since that time I made an unsatisfactory 18-minute customer service call to a LIME representative on January 12, 2014, and my wife visited LIME's Knutsford Boulevard branch on January 13, 2014; both were intended to secure an early visit of a LIME representative to restore service.
The result of my efforts with the three service providers are as follows;
1. JPS restored power from the damaged light pole to my meter on the afternoon of January 11, 2014 (within two days); allowing my electrical contractor to work all day to restore power on the premises on January 12 (3 days).
2. Flow attended my premises early on Monday morning, January 13, 2014 (4 days) and restored Internet, cable and landline service by 10:00 am.
3. LIME has made no visit and placed no call for 17 days. Service was restored by LIME on February 5, 2014 (27 days after the explosion).
I congratulate JPS and Flow for their timely and positive response.
Additionally, the notable difference between the service providers was that JPS and Flow operated with one team including members with varied expertise, while LIME sent three different specialist teams, each attending on separate days, after waiting 17 days to respond directly to the customer.
In my opinion the culture at LIME is counter-productive, and if the law of the market holds true LIME will not survive without fundamental change.
Jeffrey S Mordecai
Attorney-at-Law
jmordecai@flowja.com
Kudos JPS, Flow; shape up LIME
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