‘Get Your Act Together’ – Council tells Digicel

29/07/2016 14:54

The Consumer Council of Fiji expresses grave concern over the unending consumer dissatisfaction surrounding the poor services provided by Sky Pacific under its new ownership, Digicel.

While the Council welcomes the introduction of an upgraded Sky Pacific box, adding new features such as to pause and to record programs, the purpose of having such advanced service is defeated when the subscribers cannot even view their favorite channels, which is not synchronized with what is appearing on the TV against the program guide.

Poor picture quality, on-going outage in some areas such as in Vanua Levu, programs not matching the menu, customers unable to use Electronic Program Guide (EPG) to select the programs and timing of the programs as some are televised late night based on the show time in some other country, continue to haunt the Sky Pacific subscribers.

The Council is trying to understand the deep silence shown by Digicel on these consumer concerns. Why the silence? Why can’t Digicel inform the users as to how they will improve these irregularities? 

Making public announcement about an upgraded box is good news as consumers will have a choice to get additional features to the box, but what about clearing the air on the poor picture quality and giving the customers a timeframe by when the picture quality will improve. After all, from next month (August), Sky Pacific customers will be paying a monthly subscription of $49.95 instead of $46.45.

As a consumer protection body, we will not mince our words in describing the present Sky Pacific customer service as being in a ‘state of disarray’ as many subscribers are still experiencing poor service from that end.

Digicel should get its act together and get on with improving the quality of the services. They should become more forward-looking by focusing on improving their customer care rather than strategizing ways to earn extra dollars by riding on the backs of their customers.