Batelco Bad Business

[elverdo]

What is happening with Batelco?
I'm a concerned citizen that has purchased one of their DSL (Digital Subscriber Line) modems and from the time that I've had my modem all I've had was problems. Batelco personnel do not know how to help with the technical issues of the DSL modem.

When I first signed up for the modem, I signed up as a self installer but I not knowing that I would have so many problems with the installation of their product. I paid one of the resellers (SID.com) to come and install my modem who in turn sent two little boys to my house they were just as lost as I was and didn’t know where to start. All they did was ponder for the time that they were there trying to install my DSL and after they realized that they could not get it fixed they left and said that they would be back the next day. They never showed up at my house again nor did they even call to find out if I got it installed.

Could some one tell me why Batelco is so unconcerned about the public and why is it that the Help desk personnel are so unhelpful and give stupid answers to customer’s questions? These persons are not trained to deal with the issues pertaining to installing DSL.
How is it that they are so unconcerned?
Someone please answer.
:confused: :raw:

[ebo]

Chill. ;) Don't get your blood pressure up. Batelco is being systematically destroyed so it can be sold cheaply. You are lucky you even got through to Batelco's help desk. Normally they do not answer.

We have a lot of work to do in the Bahamas but it begins with each and every one of us. On our jobs we need to make sure we provide the best service we can.

Do you start work on time or do you get to work at the time you should be starting work? How do you respond to customers? Do you have the skills to provide superior service? Too many of us behave exactly like Batelco on our various jobs.

We all need to do better. We need to under-promise and over-deliver!:cool:

[ajb]

I don't know about the DSL but it is hard to even get a telephone line. In May I applied for a new telephone line and it took three months before someone came out to my house. The "helpful" customer service rep told me that it would take 8 to 10 days before someone would call me to come in and pay for the service. No one called. After a month passed I went back to Batelco, they took more information from me and promised that someone would be there by the end of the week. They gave me all kinds of excuses, "People have been waiting since January". I am not begging, I am paying for a service. Well two months later I got a new phone line. Of course they had to make two trips to put a little tool on the line to turn the phone on and the another trip to bring the phone and the telephone books.
BEC turned on the electricity within hours after receiving payment. When Cable Bahamas came out they wired the whole building incase another tenant wanted cable services later.
Batelco employees are just disgruntle. At this point it is hard to have any simpathy for them because they are giving the public, the ones who will always pay their salary, whether they privatise or not, bad service.:hot:

[Rory]

ive had dealings with both DSL and Cable and i would say definately stick with Cable, unless you absolutely cannot get a cable line there. Even though not all Cable Techs know everything they should they are generally on the ball with normal problems and then there are those there that can help with larger issues. Batelnet still has alot of issues there and their staff have not yet been trained in all aspects of the service.

Also their speed is slower and prices higher, that also makes a huge difference. EG. Business Package with DSL is $75 per month, 128K up, 256K down. Business package with Cable is $99 per month, 512k up, 512k down (though you must pay the $50 for basic cable, most businesses have this already or do not mind getting it).

If you are not worried about the speed issue then you may as well just stick with Dial up such as speedway.

[elverdo]

I would like to say thanks to everyone who replied to my concern about Batelco's Dsl system. Up to this day I'm still having problems with Batelco's Speedstream Dsl syetem:(

[Rory]

Originally posted by elverdo
I would like to say thanks,to everyone who replied to my concern about Batelco's Dsl system. Up to this day I'm still having problems with Batelco's Speedstream Dsl syetem:(

switch to cable then

[Delroy]

Take Rory's advice.
I have cable and believe you me it's 'MUCH BETTER SERVICE'.
It isn't like cable internet is better than DSL but try calling Betelco's DSL support team and then Cable Bahamas.


You will see the difference.

[Techno-Bunny]

Elverdo, what kind of problems were you having? I have been beta-testing DSL in Freeport for over a year now and maybe I can help.

I happen to be quite pleased with DSL and have not had an insurmountable problem yet. Perhaps you just haven't been speaking to the right people :)

[Rory]

actually after hooking DSL up on a DVR for remote video, then switching to Cable, seemed DSL was the same speed, and actually gave less deconnection problems, I was surprised. However, as with any batelco issue, tech support is limited, at least in the area that I delve into. Batelco billing problems is also an issue. It probably also depends on how goof your phone lines are in the area, or your lines in your house. Im sure noise/interference or just bad connections, will cause a DSL issue. Cable then again has the NODE problems, overloads, etc.

[gman]

If you would like to your DSL system checked please contact me at 356-0837 Gary Smith, Batelco DSL Intallation & Maintenance Dept. The DSL product is excellent if installed and configured properly.

[Delroy]

Hey Gary,


What do you think should be done about these resellers?
I know DSL is an excellent product but it seems that some of these guys don't know how to properly install it.
This isn't the first case that I have heard of.

[classicromeo22]

Call me what you like I have enogh drama in my life dealing with batelco with cellular home phone and pager I wont even consider giving up my cable modem even if Batelco is better until they are sold to the JAPENISE

[gman]

Greetings Delroy

In response to your question about the resellers; as resellers they are pretty good, but as DSL installers they don't have a clue. This is mainly because, for the most part they are strictly computer technicians and DSL technology is mainly a combination of telephony and Data Communications. If these resellers do not possess an extensive knowledge of these two areas, that spells trouble. If they can't get the modem to sinc, then their computer skills will not help them to complete an installation.

[Techno-Bunny]

Hi Gary. As I said before I LOVE my DSL glitches and all.

However, I have always wondered, did BaTelCo/BTC do any hands-on training for it's resellers on the actual installation and configuration of the modems? If so, perhaps a periodic review/refresher is also necessary for them as BaTelCo identifies and solves user issues.

Most people in the Bahamas don't seem to understand that there is a signifcant learning curve and trial period with the introduction of any new technology and is therefore often reluctant to cut you any slack as it were.

Despite this, I think that perhaps better education of the resellers (as well as your own technicians) may help.

No offense intended, but it wouldn't hurt if your customer service was a bit more knowledgeable as well :) I think they could benefit from ongoing training/updates too.

[Lindbergh Smith]

BTC DSl is of course experiencing various amount of problems but i dare say that indeed it does work. Perhaps many of you who have experience some problems these may be contributed to the infrastructure or the cabling faults that exist outside your house or going back into the main exchanges. Of course a technician would have to address these issues. I am well aware of Mr. Gary Smith and he is indeed well capable and well trained. BTC does have several well trained technical personnel and i am sure would be happy to get to the bottom of your plight.

Nevertheless I look forward to the date which the new BTC which ironically would be renamed and re-branded.
There will be a funeral for the old company and a new one born with a new fresh direction full of growth and opportunities, freeing up and outsourcing and empowering employees as well as our Customers.
get ready folks Blue powered by T-Mobile is coming soon to your area soon.