Dear Editor,
The new land line service implemented by GT&T in my home village at Suddie in Region 2 has many faults which need to be rectified urgently. The main defect is that the dial tone is more often off than on. The dial tone goes suddenly ‘dead’ for several days and then all of a sudden comes back on only to last for a few hours.
Much inconvenience is being suffered from having to pay more yet achieving little or nothing. In order to benefit from this service, customers had to sign a contract to pay an additional monthly rental of one thousand dollars, which was supposed to bring about improvements and not deterioration. Even when the phone is in use for a short period there is a sudden ‘cut-off’ in the case of both local and overseas calls, something that never happened with the previous antenna system.
In fairness to the affected customers all rental paid for the period they were unable to be provided with a proper service should be refunded to them.
For a fault to be corrected here, a complaint would first have to be made at GT&T’s office in Georgetown before technicians from the district are contacted to take remedial measures, which is a long drawn-out process.
Yours faithfully,
Baliram Persaud
Editor’s note
We sent a copy of this letter to GT&T for any response they may have wished to make and received the following response from their Public Relations Officer, Ms Allison Parker:
“We are fully aware of the problems being experienced since the installation of the Wireless Local Loop (WLL) system and about the concerns expressed by our customers in Essequibo.
“The company did indicate the need to phase out the Fixed Wireless Access (FWA) System, because it had become obsolete, and we did promise, in its place, a more modern and efficient system, with the capability of providing an enhanced data service as well as a range of value added features.
“We do know of the deep dissatisfaction and disappointment with the new service.
“It needs to be explained that in seeking a replacement for the old FWA system, our engineers did give consideration to a range of options and had been convinced that, based on its performance in other countries, the Wireless Local Loop was the most viable.
“You would appreciate then our own disappointment, when having promised our customers a state-of-the-art and efficient system, it malfunctioned and these customers experienced those problems the ‘concerned customers’ complain about in their letter.
“We have sought to explain that this is new technology, and that, in many cases in the introduction of new technology, there are teething problems.
“We have assured the customers of our intention to correct the problems in the shortest time practicable, and they would have seen our technical staff working tirelessly in search of a solution. We had stated, too, our intention to have the issue escalated to the highest level of the supplier of the equipment, demanding an early solution.
“Their engineers have travelled to Guyana and have been on the ground in Essequibo. We have emphasized and re-emphasized to them the importance and urgency of establishing a robust and efficient system.
“Progress has been slow; but we share their optimism that these irritants would soon be removed and that, in time, our customers in that area will get the kind of service they need and, indeed deserve.
“GT&T has already on several occasions, in different fora, apologized to our customers for a service which we ourselves consider unacceptable, and we have asked them to bear with us as we seek, with the cooperation of the supplier, to remove the irritants and provide quality service.
“We have explained that we would suspend the collection of all rental charges until the company and the customer are satisfied that an efficient service is being maintained. That suspension is already in effect.
“We did establish a Help Desk at one of our business offices specifically to respond to the complaints and concerns of our customers in Essequibo. We have been analyzing those complaints, to have a greater appreciation of the nature of the problems and to place ourselves, therefore, in a better position to find solutions.
“The comments made by the ‘concerned customers’ are valid. They are paying for a service and have a reasonable expectation of a reliable service. We will continue to work tirelessly with the suppliers to ensure that those who now have the service have efficient service and to assure ourselves of its robustness, so that it could be further expanded along the coast and into the Essequibo islands to those who are still awaiting service.”
