Situation at Cable & Wireless

I received the following email which may be of interest to C&W users.

Don,
Just want to inform you of a situation I recently had with Cable & Wireless – don’t know if it will be something you want to share on Chiriqui Chatter.

Last year I received a call offering to upgrade my internet speed from the current plan of 2 megas to 5 megas. This was an offer from the Call Center. I agreed to upgrade and the order was processed September 2013 and I’ve been paying for that service since then. Just last week, I called to inform C&W that I was just receiving (on a good day) 2 megas. I was informed that just 2 megas was all that was available in my area. They said I would have to go into the office and speak to a representative.

Once in the office, I asked how it was possible that I was offered a service that is NOT available in my area. The C&W rep said their records show the upgrade in service was not done in the C&W office but handled by the Call Center. I told her they represented C&W so I didn’t see the difference.

OK, what about the amount I’d been paying since September. They said they could immediately credit three months but would have to put in a claim for investigation of the balance. I was notified within a couple of days that they would issue full credit for the difference which ended up being $61.26!

I guess my point in telling you this story is to have C&W customers check their bills and be sure that what they are paying for they are actually receiving. Better yet do not accept offers from the Call Center. It’s better to go into the office and find out what’s available in your area.

Earlier in the year I also got received another offer from the Call Center for tv digital which is NOT offered in my area. I told the C&W representative that I felt they had some responsibility for the calls being made on their behalf but she didn’t see it that way. I also stated that I expected I was NOT the only one with this problem.

My situation was resolved favorably but want to put out the info for others that might be in the same situation.

Norma

2 thoughts on “Situation at Cable & Wireless

  1. We had to have them put us on their ‘DO NOT CALL” list when we used their service. Now we’ve had Cable Onda do the same. They would call us at least once a week trying to offer us additional services. Telemarketing is alive and well in Panama.

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