UPDATE - LIME responds, apologises to customers
In a written statement emailed to Virgin Islands News Online, LIME's Virgin Islands General Manager Sean Auguste stated, “The management of LIME BVI wishes to address some of the statements made in an article on Virgin Islands News Online today (March 1, 2012). Specifically we will respond to the concerns related to the BlackBerry performance and the recent issue of dropped calls. First let me start by letting our valued customers to know that we appreciate the patience they have displayed as we continue to work to provide BVI with the most advanced mobile technology in the world – our 4G network.”
The original article entitled "LIME’s service getting worrisome – customers complain" reported that irate residents were calling this news agency to vent their frustrations.
Meanwhile, Auguste in the statement acknowledged that LIME is aware that customers have been experiencing ‘dropped calls’ on the current network.
“Additionally some of our customers have had service delays while using the internet-based services on their Blackberrys. This is related to activities around the preparations for the network upgrade from the current EDGE to the amazing 4G. We apologise to our customers who have had this experience and assure them that in the meantime we are making every effort to resolve the matter in the shortest possible time,” Auguste stated.
As with network changes of this kind the implementation, the General Manager explained “subsequent transition to the 4G environment will result in a less than ideal experience for customers from time to time. Nevertheless we will ensure that as far as is possible we use all the available channels to provide updates and notices to our customers.”
Customers angry
According to our article, one of the main concerns is the Blackberry service where most days it takes sometimes two hours for a customer to access his or her emails or Blackberry messages.
Speaking on the condition of anonymity, one very frustrated customer said that he has gone into the flagship store, Flemming Street to find out what was the problem, only to be told it was a network issue which was expected to be rectified.
“That was two weeks ago and still I am getting poor, very poor service. I would have appreciated if they informed us that the company was experiencing some problems instead of keeping silent still collecting our money at the end of each month. To add insult to injury, when you call the operators are telling you that they are not aware of any problems and that I was the first to report such a fault,” the peeved LIME customer continued.
Meanwhile, another customer informed Virgin Islands News Online that it is unacceptable in 2012 that he is experiencing drop calls during important business communication with overseas and potential clients.
“I am all the way on Jost Van Dyke, so you see the dilemma. And I am tired of calling and not getting anywhere,” he added.
At least four other individuals have called to express their disappointment in the quality of service currently being given.
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