FLOW responds to Pleasant Hill customer’s complaint

THE EDITOR, Madam:

I write in response to a recent letter from Ryanlee Tulloch titled, “Flow needs to be held accountable”, which was published on April 24.

We do regret and apologise for the inconvenience caused to Mr. Tulloch during the period that he experienced service disruptions in his community of Pleasant Hill district in Portland.

Following an investigation by our technical teams, we can confirm that some customers in Pleasant Hill experienced intermittent Internet service on the weekend of April 13 -15 and again on April 23, 2024. Internet service to the community has since been normalised.

While our network systems did not detect a disruption on Mr. Tulloch’s account on April 24, he made a request for a change in his broadband modem. Our technical team responded and requested a visit to his premises to conduct a technology audit. Mr. Tulloch, however, advised that April 27 would be a more convenient date for that visit. Contact was made with Mr. Tulloch on April 27. However, he was unavailable due to what he explained was an emergency. Further attempts to contact him were made on April 28, 29, and 30, however, our calls for a rescheduled visit were not answered or returned.

On May 2, when he was again contacted by our technical team, Mr. Tulloch advised that he no longer required the modem change he had previously requested.

Our teams remain available to address Mr. Tulloch’s Internet service needs where this becomes necessary.

At Flow Jamaica, we value every customer and their feedback. We understand and appreciate that the quality of customer experience is of paramount importance.

We further acknowledge that in some instances the process may not be as smooth as desired, but we continuously strive to meet and exceed our customers’ expectations.

NYREE COKE

Director, Customer Experience & Contact Centre

FLOW Jamaica

Nyree.coke@cwc.com