Apologies for boring you again with the TSTT saga, but I feel it is important to document these things in public.
Someone hinted to a relative of mine recently that I had failed to express sufficient gratitude on this blog to TSTT, my internet service providers. I believe (or hope) the comment was tongue-in-cheek, as I think I have offered gratitude where gratitude was due. In an earlier post, for instance, I mentioned Dustin, the tech support person who handled my ADSL installation. I also wrote that Broadband Marketing manager Francisca Jordan responded promptly and clearly to my email. I commended Dustin because he offered excellent service, i.e. he was highly responsive throughout the process and delivered on his promises.
I feel absolutely no need, on the other hand, to feel “grateful” for the actual fast-tracking of my ADSL installation, as I first applied for the service way back in October 2007, then was told at various points by various TSTT personnel that:
- - the service was not yet available in my area (understandable)
- - the service would be installed in within six weeks from early November
- - the service wouldn’t be available until the end of December
- - they couldn’t say when the service would be available
- - ADSL service had been activated on my line since early October, though nobody could tell me why it wasn’t actually working
- - it was sunny in Bangalore (okay, that one’s a joke)
The installation finally took place on January 23, 2008, apparently in response to the letter I sent to TSTT and also posted on this blog. (I have since learned that my original ADSL application had been screwed up on the TSTT end of things. Since the installation, I have also received three phone calls from other tech support personnel responding to outdated service requests I’d made in early January.)
But the crux of my argument with TSTT, as you may recall, was not ADSL: it was the fact that they’ve continued billing me (and other TSTT Wireless Broadband users) at the original rate for Wireless Broadband Service that has deteriorated in some cases to speeds lower than dial-up.
Ms. Jordan told me that she had passed my letter on to her Executive Vice President. To date, however, nobody has responded further to the matter. I should also say here that I do not consider the fast-tracking of my ADSL installation an appropriate response.
If or when I receive a response, however, you’ll be the first to know. And at least I’m no longer the only blogger TSTT has to worry about.
Technorati Tags: tstt, consumer rights, customer service, trinidad, caribbean, telecommunications
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