Annbel woes..

[F.L.E.X]

My nephew purchased a Motto C332 from Ann bell in Montego Bay on
28/04/2004. The very next day developed a problem and it could not
power on. I accompanied my nephew to the dealer to return the phone.

They advised us that they would have to send the phone into Kingston to
have it repair/replaced/refund and that it would take approximately 3
weeks. I enquired if they would provide my nephew with a loaner phone
for the period. The manager advise me they were out and she all but
gave us the finger.

This got me so mad! My nephew saved for over 3 months to purchase this
phone and to inconvenience him for 3 whole weeks is just cruel. If he
had deposited his $4500.00 at JMMB for 3 weeks he could get a lot of
interest on it. I called Annbell's head office and as can be expected
the boss was out for the day. I spoke to a supervisor who took my
information and promised to get back to me soon... I'm still waiting.

I contacted the Fair Trading Commission who put me on to a lady a
Digicel who promised to get a loner my Monday. I have resolved never to
purchase anything from Anbell because of there poor customer service. I
wanted to share my information with the community so that they will be
able to protect themselves from dis-honest businesses like Annbell. The
other part that got me mad was that had my nephew gone there alone he
would have taken what there said "policy" at face value. That’s the
thing I always complain about how we don't get no customer
service in Jamaica.

[Chris]

Ok FLEX, I know that I'm going to sound like I'm defending Anbell, and in a way I am. I also have had experiences with Digicel phones, but realised early that the problem isn't with Anbell or any other dealer, but with Digicel! Let me explain.

The Digicel dealers are required to buy the phones from a Digicel approved wholesaler/distrubuter and the purchase terms and warranty terms are dictated by Digicel and this wholesaler/distributor. When I had the problems the return period was more like 8 weeks ;) I also understand that Digicel doesn't provide alot of designated loaner phones (if they do) and often times the dealers have to take phones out of stock to loan. In my case my phone was outstanding for weeks and it wasn't until I spoke with a Digicel exec that my phone was ready ... the very next day! In my experience Digicel has had a very poor record with phone repairs, here's a news item from 2002 ... US technicians for Digicel repair centre (http://www.jamaica-gleaner.com/gleaner/20020412/business/business3.html) ;)

[F.L.E.X]

I see what you are saying Chis but the issue is service. Since Digicel started operations I always thought that the dealer situation would be a recipe for poor customer service. The phone was purchased from Annbell, not Digicell so you would expect a certain amount of customer service from them. Instead you are meted with indifference and a take it or leave it attitude as if the problem is Digicel and not theirs. I agree that policy is there policy, however there should be a system in place for customers to seek redress in a timely manner. Every situation is different and they can't be so rigid when we are seeking value for our monies.

I asked for an address for there customer relations department so I could write a formal letter of complaint and I was told there was none. All I got from Annbell was excuses. I am perturbed by the lack of effort by the staff at Annbell. The store manager did not try to help. She did not even attempt to see if she could get a loner from another store. Instead She dismissed us as if we were bothering her. The supervisor could have taken steps to pacify us... waiting 8 hours for a response from her did not help. I'm quite certain had I not called the FTC I would not have gotten any redress.

The attitude from Digicell was way different because I felt they were trying to help and our problem mattered to them. They said they were sorry many times. The people at Annbell did not say this once. In the end I got a loner and if initially they had tried and not gotten a loner I would not have minded too much - its the principle involved.

[From Yard2]

Now its like this FLEX i have been to Annbel and the only service problem i have is the Internet that i subscribe too as its often times too slow. Well about customer service i must say i dont have much of a problem with them and its not a prejudice issue as i am black. Well i have been there and i must say that i am proud of what service that i recieve when i am there. I have looked into your complaint to the greatest deal possible and i must say that you have given substantial evidence that they could not on their own help your problem. As its a matter that head office would have to deal with in terms of their relation with the Digicel office in Kingston. Its good to see that you were able to overcome your situation though sad to note with such force. I see this kind of situation every other day when we dont know our rights how we can be undermined. Life is better seen through a thin glass or nuttn at all. I know that you are or were upset with the way they handled you but i guess if we all wld get to root of the problem of customer service in Jamaica. We would be better at selling our country as a business place. Buy Jamaica, Build Jamaica. :icon_twis