LIME Disappointing

Supported Anton Brathwaite
LIME customer service questioned.

LIME customer service questioned.

My father’s LIME telephone has been out of order for the past 36 hours due to a technical fault at LIME. All telephones carried on fibre optic were out of order when the fault first started but some have been restored. I called at 10 pm Barbados time on Wednesday to report the fault to LIME Call Center but was frustrated by the responses which I got from the persons answering the phone at 1-800-804-2994. Obviously English is not the first language of the country where the call center was located at that time. I asked one of the technical assistants if he was aware of problems on the fibre optic network since my father recently had his phone switched from the old copper cable landline to fibre optic cable. Lord Have His Mercy, it was like asking him a nuclear physics question.

After several meaningless rantings, he told me that he would get a technician from Barbados to visit my father’s home. I told him that I was reporting a fault on the fibre optic cable and not the old copper cable and furthermore the LIME TV and Internet which shared services with the telephone on the fibre optic cable, were up and running so it was not necessary for anyone to visit his home. I am not technically trained but common sense told me that by a process of elimination, there was/is nothing wrong with the cable to my father’s home nor the Galaxy modem but it all had to do with LIME in-house. This was later confirmed by a Jamaican LIME technical assistant when the Call Center was switched for daytime control from wherever it was during the night to Jamaica.

LIME, an acronym for ‘Landline, Internet, Mobile, Entertainment’, is a communications provider owned by the British based Cable & Wireless Communications PLC operating in Anguilla, Antigua & Barbuda, Barbados, British Virgin Islands, Cayman Islands, Dominica, Grenada, Jamaica, Montserrat, St. Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines and Turks & Caicos in the Caribbean. It also has 49% shares of the Trinidad and Tobago Telecommunications company. .[1]

My questions for LIME are:

(1) Why should Caribbean people be reporting faults to a call center where the staff do not speak English as the first language?

(2) Why should Caribbean people who pay much more for communications than other countries be subjected to this inferior service when reporting a fault to LIME CALL Center?

(3) Why has it taken LIME almost two days to fix an in-house problem?

(4) Why has there not been an announcement on radio or tv informing subscribers who have a fibre optic installation, of the nature of the fault and the expected time of restoration?

(5) Does the Company still have a Public Relations Manager?

I hope that the Governments of the Caribbean would one day insist that LIME locate the Call Center 24/7 in one of the Caribbean countries in which they operate.

16 responses to “LIME Disappointing

  1. Most international companies locate or outsource call centres to South America or Asia because of cost of labour mainly although other considerations apply.

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  2. Most international companies locate or outsource call centers to under developed countries so that they can pay peanut to monkeys and consequently improve their bottom line.

    LIME call centre is bare SHITE.

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  3. On another note, how quickly Barbadians, including the media, have forgotten how quickly Karib Cable was allowed to enter Barbados leading into the last general election and then quickly huffed by FLOW. Things that make you go hmmm.

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  4. My niece signed up for Lime TV in June 2014 and was told she would have to upgrade her cell at a cost of $x which she did.She was told that Lime would install after a maximum of 2 weeks.After the 2 week period she retunrd to Lime offices twice and called the 1 800 number all to no avail.
    No one can say when the TV service will be hooked up.
    I enquired of a technician who is familiar with the company and was told that my niece would have to have fibre optic in her area before the TV service can be installed.Further enquiry revealed that that service is in the neighborhood but may not be on her street as yet.Meanwhile Lime is billing her and demanding payment for the additional cost of upgrading the cell phone but no Lime TV which is what she wanted.Her original cell phone was working ok and she only upgraded to get the Lime TV.
    My view is that Lime is dishonest in that they did not say to her that the installation is dependent on the availibility of fibre optic cable outside her home and to add insult to injury,are collecting and additional $40.monthly under the pretext that it was a requirement to enable the installation in the first place.I advised my niece to take her complaint to the FTC.
    This is tantamount to robbery.

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  5. While we thoroughly sympathize with the above named writer of the lead article over his distress with LIME, we are amazed at some of the things that are typed by some persons under this particular thread.

    Take for instance, David asserting – in his 8.08 am, August 23, 2014 blog, that most international companies locate or outsource call centres to South America or Asia because of COST OF LABOUR mainly although other considerations apply.

    While such companies may do or have done such things, and in terms what (other) considerations David thinks (may) apply in driving influencing such movements, the fact of the matter is that they could not be or could not have been carrying out such movements primarily or secondarily or otherwise because of the COST OF LABOUR, whether or not such is believed to be the case by some people including the persons involved in these companies.

    For, we have said time and time again on here that no resources, goods and or services – where so ever they are found – CANNOT COST ANYTHING IN MONEY TERMS.

    And this is fundamentally so because MONEY only relates to incomes, revenues, transfers, costs, expenditures, credits, debits, in cases where money is seen to be nominally representing such in the commercial environment, and nothing else other than the material that makes up this money, and fundamentally so too because there is NO CONNECTION what so ever between money and such resources, goods and services any where.

    So it is absolutely incorrect and untrue for any one to type, write, message itself “COST OF LABOUR”, or about the COST OF LABOUR, intending to project money as being this cost, when there is absolutely no evidence of such an existence, and when there is absolutely no connection between the two variables – one being money and the other labour – and which themselves are so remotely different and so terribly unmixable.

    PDC

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  6. Mr Watson Parkinson

    Just a thought… When you call Lime, they ask if you’re a private or company client… Never say private, I always say company… Lime response is more urgent…!

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  7. I asked a call center employee where is he located and he said Ecuador!

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  8. Wasn’t there a hue and cry when several locally based companies relocated call centre operations to Trinidad and Jamaica?

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  9. LIME is a substandard operation. the same thing happened to my neighbour & she had to wait two weeks for some one to remedy the situation. Disgusting. Go to FLOW you may get better service!!! (not guaranteed ) , but may wake LIME bosses,up (LOL).

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  10. Observing(...)

    @David

    LIME : DISAPPOINTING

    In English this is what we call a synonym.

    Observing

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  11. We had our chances to sink this company but refused to with a bigger migration when the competition came.They will continue to treat us as they like.

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  12. Colonel Buggy

    Personally I’ve never had any bad experiences with LIME, after some 20 -30+years service , with my land line, Internet or cell phone. On those occasion where I had to call Lime via a Call centre , whether it was in Barbados, St Lucia or some Spanish accented country, the operators were most helpful and courteous,and especially so in the case of St Lucia.

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  13. PLANTATION DEEDS FROM 1926TO 2014 MASSIVE FRAUD LANDTAX BILLS AND NO DEEDS, BARBADOS DLP/BLP MASSIVE PONZI FRAUD

    LIME SUCKS

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  14. BT in the UK has its call centre in Mumbai! You do not know how lucky you are!

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  15. PLANTATION DEEDS FROM 1926TO 2014 MASSIVE FRAUD LANDTAX BILLS AND NO DEEDS, BARBADOS DLP/BLP MASSIVE PONZI FRAUD

    If LIME cared , Digi Cell would have never come , and now FLOW., for LIME is infected with the BLP and the DLP Master of Fraud and VAT taxing bitches

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  16. Last month I called to report an issue I was having with my landline the person at the call center asked me if I was sure the my telephone number was a Lime number and I may be calling the wrong provider after that I asked to speak to a supervisor and the person change voice ask me what my problem was I asked her for her name she couldn’t even think of one at the time and repeated the name she gave me before I ask if everyone working for the company had the same name. In all from my address back down the people on the other end of the line didn’t have a clue.

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