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Finally A Company That Makes Cable & Wireless Look Good

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Submitted by Adrian Loveridge

cable-wireless-limeI can never understand how a company with the resources (both in terms of capital and human), and that creates such vast profits like Cable and Wireless, or now LIME, can get it so wrong.

I think the facility to pay online using a credit card is wonderful.

It is a pity that certain Government entities and organisations like Barbados Light and Power and the Barbados Water Authority have not yet adopted the practice.

However, I have just paid a selection of Cable and Wireless bills which show the amounts are outstanding in EC$ and thanking me on behalf of Cable and Wireless St. Kitts and Nevis for the payments.

Surely, after such an elaborate launch, with God knows however much of our money spent on it, one of the hundreds of LIME employees or dare I say someone actually in management, checks!

My first instinct was to call the 1 800 quoted on the bills, which I did. But frankly, by the time you enter all the option numbers, wait and then are asked to enter your 12 digit code (or 4 of them in our case),

I just don’t have that amount of time to waste for a fault that is not mine.

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70 responses to “Finally A Company That Makes Cable & Wireless Look Good”

  1. Time to Lime Avatar
    Time to Lime

    As an employee at the now Lime I wish to commend my company on finally getting something right, let me explain why I have this view of the company’s recent rebranding efforts.

    1. Black is a wonderful choice of colour as it signifies the death of Cable and Wireless

    2. No other name serves as a better way to describe the service level given to customers, the attitue of management,
    the treatment of employees and the reliabily of their services – SOUR!

    Here is a lesson for all you LIME customers out there. Absolutly nothing has changed about Cable and Wireless other than a splash of colour and a new name. The change is merely cosmetic.

    Here is what the company should have promised you in their new manifesto.

    Your calls will NOT be answered in a min or less due to the fact that the union is taking them to task about shutting down the Contact Centre. The method in which the closure was handled was horrid, and most of the staff are either on sickleave or simply do not come to work.

    You will not have back your services in 24 hours as stated because 1st they have not hired a single additional technician neither have they made any significant improvements to ensure that any of your services will work much better than before.

    The morale of the staff is low as most of them are uncertain about their future in the company and if the treatment of the contact centre staff is any indication of how they will be treated, they are certainly no on board with the new company.

    LIME has already opened up the new outsourced Contact Centre in St. Lucia but your calls can not be routed there as yet even though the workers are set and ready to go. But if test calls made to this centre is any indication of how it will be when it opens expect 2 things, your calls will be answered Promptly but be assured that your issue will NOT be resolved because these agents do not even know how to give a correct break down of bill charges.

    And in terms of rebates: Be assured that you are NOT entitled to a rebate whenever there is a general outage as stated by LIME’s policy on rebates. You rebate is given based on a falut reported on your individual service and even though the company knows you have been without service for a period of time you have to ASK for a rebate to get it.

    To sum it up in the name of LIME’s newest product offering be assured that LIME is just ALL TALK.

  2. Chris Halsall Avatar
    Chris Halsall

    @DevilsAdVocate… Thank you for proving me correct. You are aware you have to DIVIDE a TT$ by 3.05789 to get a BB$, correct?

    Residential Rates (all dollar amounts are in Barbados Dollars per month):

    256 kbps down/64 up: TSTT: $24.55.
    BB.LIME: Not Available.

    512/128: TSTT: $46.29.
    BB.LIME: N/A.

    1024/256: TSTT: $71.14.
    BB.LIME: $69.00. NB: $1.14 cheaper.

    2048/768: TSTT: $108.43.
    2048/512: BB.LIME: $139.00. NB: $30.57 more expensive, and 2/3rd the upload rate.

    10240/768: TSTT: $217.16.
    BB.LIME: N/A.

    Please note that T&T also have a competitive last-mile offering by FLOW, using co-ax cable. Such a service is simply not available here in Barbados because we don’t have a Cable TV system.

    (Methodology: I used the “1-year contract” rates for TSTT’s offerings, since BB.LIME do not offer a “no-contract” (AKA month-to-month) option. 15% VAT *HAS* been added to the TSTT rates above.)

    I also happen to *know* that TSTT’s backbone from the DSLAMs is seriously overbuilt, and customers generally actually get the bandwidth they’ve purchased.

  3. Chris Halsall Avatar
    Chris Halsall

    @Time to Lime… Thank you for sharing your above.

    With condolences, it sucks to be a LIMEy…

  4. Chris Halsall Avatar
    Chris Halsall

    @DevilsAdVocate… And let’s talk about the humans…

    I called TSTT’s sales number (868. 824. 8788), and was talking to a human within 30 seconds.

    I called the LIME number (listed on their web site) (246. 292. 2677) and was told by a robot “the number you have dialled is not in service.

    I then dialed 0, for the operator. It rang 23 times, and then hung up on me.

    I then dialed 0 again, and after 8 rings, I was greeted with a human. I asked said human why a just attempted call the “Operator” was not answered. The response was “How can I *HELP* you *SIR*”. I explained I was trying to get in touch with their sales department. I was given the number 292. 5050.

    I dialed 292. 5050, and said I’d like to speak to someone about ADSL services. I was told I had to be transferred to “the Internet Department”.

    …after 25 minutes of hearing “Power to the People… Cable and Wireless…” repeatedly, I hung up…

  5. DevilsAdVocate Avatar
    DevilsAdVocate

    Once, i called Sunbeach’s customer service hot line: this of course was to query a service that they were advertising; due to my frustration with c&w-
    I rang up the number -I was greeted by an answering service machine that told me leave my query and it will be answered in the order it was received. This was on a sunday around 3pm.
    That was a clear indication that they were not serious about their”hotline”.

    Called Telebarbaos – i was greeted rather promptly by an “agent” which( by extensive conversation) more than assured me that he was probably just the security working the 3- 12 shift.
    The poor guy was clueless!!

    Poor customer service is a serious offense. Sadly it effects are felt worldwide. Not just in the Caribbean.

  6. .22 Avatar
    .22

    @ “…after 25 minutes of hearing “Power to the People… Cable and Wireless…” repeatedly, I hung up…”

    Due to these early stages of this rebranding literally everything, we may have to wait and see what LIME is really up to for a few weeks. Lets see if that LIME is really progressive, so far its been ‘0%’ progress in this first week.

  7. Chris Halsall Avatar
    Chris Halsall

    @DevilsAdVocate… So, let me (and we) get this straight…

    You called two local service providers on a SUNDAY, and didn’t get the response you expected. (But, at at least one of the providers, you did get a human.) Am I reading you correctly?

    And you use this to claim that incompetence is the nominal, and we should simply accept it? (“Grit your teeth; think of England…”)

    A question: Have you ever dealt with a *serious* 24/7 service provider? Like, say, RackSpace?

    An observation: Accepting incompetence because it is the norm here in Barbados is a short-sighted posture. We need to compare ourselves to the very best of the *best-of-practice* everywhere in the world.

    IMHO, it is not easy, but it is the only way we have a chance…

    (As an aside, DAV, I am now modelling you as being a LIME.)

  8. DevilsAdVocate Avatar
    DevilsAdVocate

    @Chris
    “And you use this to claim that incompetence is the nominal, and we should simply accept it? ”

    -Realistically speaking. What else can we as consumers possibly do about it? I mean seriously!!

  9. John Avatar
    John

    … any reason why the world logo on the LIME internet logon page has the South Pole at the top and the North Pole at the bottom?

  10. freewilly Avatar
    freewilly

    @Technician

    Thanks for the tip,but is it a corroded jack or line that causes me to be cut off let’s say in the middle of watching an informative video or clicking on certain sites,or just simply logging on to BU?,LIME IS A BARE ….and the phone ain’t even ring..but the red light come on..you see what i gotta put up with from LIME.

  11. Lisa Avatar
    Lisa

    UNDER THE MICROSCOPE: Squeeze that lime!

    11/13/2008

    By Hartley Henry

    I am not a lover of oranges, and grapefruits are hard to come by. Given local climatic and agronomic conditions, tangerines, nectarines and even mandarins can be considered luxuries, as 90 per cent of what is consumed has to be imported at astronomical prices. Therefore my favourite citrus sibling is the lime.

    In Barbados and the wider Caribbean, I can access a lime almost anywhere, including and especially, in my backyard. Therefore, I am a fan of limes. I grew up on limes. There are large limes and limes that grow no smaller than a large marble, even if you plant them in the middle of the watercourse and feed them all the fertiliser and manure you could afford.

    There are juicy limes and there are limes bereft of that flavoured juice we use to make lemonade, souse and particularly, for us Bajans, to marinate our fish, chicken and other meats. One fundamental difference between the taste buds of a Bajan and any other West Indian, is that the Bajan simply cannot fathom the smell or taste of vinegar on fish or chicken. We must have our limes! Bajans are loyal to limes and therefore anything bearing the name of “lime” in Barbados must be loyal, fair and reasonable to Bajans.

    It is for this reason that I am getting ready to do away with a particular strain of lime that threatens to undermine and undo a century old relationship Barbados has had with the fruit. This lime, from what I can see and glean, is somewhat force-ripe. It was created in a conference room and not grown on a tree. This lime was conceived by persons who are as Bajan as Apple Pie. They unilaterally determined that Barbados and several of its Caribbean neighbours should have this variety of lime, whether or not they want it.

    What baffles me is that several influential Barbadians and others across the region have expressed grave concerns about the likely uses and impact of this lime on our social landscape. This lime is no green or yellow juicy fruit. It is a corporate giant. A commercial entity seeking, from where I stand, to pull wool over the eyes of Caribbean people.

    The creators of this lime made what I predict will be the fatal decision of boasting some months ago how many millions of dollars in profit they made from the backs, and more accurately, the mouths, of Caribbean people, using the precursor to this lime. They boasted to the world how in a period of global economic downturn and hardships, Caribbean people enabled them to make one of their largest stashes of cash in years. No sooner was that information on the road, than did their forward thinkers come up with the bizarre idea that the same profits could be generated, using one third of the components.

    So, they hatched this crazy idea of slashing the production line by 60 per cent while still projecting the same end result. If they can do this over time and succeed, hats off to them. But at a time when the world is entering a maze of unprecedented and uncharted pathways, where none can see the promise land on the immediate horizon, my contention is that the creators of this lime must have a heart. They must reflect on a near century of association with the Caribbean and the loyalty of those they are about to behead and dismember.

    If ever trade unions in the region should come together and mount a joint offensive it is against the ruthless, thoughtless and selfish introduction of this type of lime to the Caribbean at this particular time.

    What angers me is that even though several agencies and entities have voiced concern at the manner in which this re-branding and downsizing is taking place, the creators of this new variety of lime are forging ahead in a most indifferent and care-free manner. It is as if what we have to say, as people, does not matter. They are trivialising the concerns of our governments and unions. This must not be allowed to continue!

    This is where and when the effectiveness and relevance of the trade union movement comes sharply into focus. If, with the full backing and support of governments, consumers and the general public, trade unions in Barbados and the wider Caribbean cannot succeed in bringing this semi-multinational giant to heel, then I fear and unfortunately believe that their effectiveness and relevance in this region will, with good reason, be questioned.

    Personally, I am preparing myself for some discomfort in the interim. I am awaiting the signal for me to take up the permanent instrument in my home and deposit it on the steps of certain corporate offices in Bridgetown or elsewhere. I am awaiting the signal for me to turn off my 24-hour companion and or switch to another carrier altogether. I am prepared to lobby
    my representatives in Parliament for permissions to be given for other carriers to enter and operate this domain.

    In other words, I am gearing up for a fight. I am sure thousands of Barbadians and West Indians in general, feel the same way. This lime should not be allowed to overtake and overcome Barbados and the Caribbean without a fight.

    If smaller and less powerful islands in the region do not have the testicular fortitude to take a stand against this nonsense, Barbados must lead from the front. We must not sit idle, as hundreds of our brothers and sisters, aunts and uncles are put on the breadline in so unceremonious a fashion, few weeks before Christmas.

    Americans just voted a black President. That was thought impossible a few short years ago. If blacks can triumph in the United States of America, consumers can prevail against blatant abuse and disrespect by an entity we have showered over the years with nothing but love and endearment.

    The time for true leadership in the Caribbean is now. If we lose this one, we are in trouble!

    (Hartley Henry is a Regional Political Strategist. He can be reached at hartleyhenry@gmail.com)

  12. Technician Avatar
    Technician

    @ Freewilly….

    I am not looking for excuses for LIME (doubt there are any) but as long as the red light is on on your modem, then there is more than likely a problem with your line quality.
    A POTS (Plain Old Tele Service) line can take a lot more insults than a DSL line.
    Things like grounded conditions, unbalanced conditions, intermittent noise etc go undetected by most subscribers with POTS lines.
    When these lines are then jumpered and changed to DSL status,( remember that the change from POTS to DSL is only at the exchanges) the insults are exaggerated and then you see the true quality of the line.
    C&W have some of the oldest cable plant in the world here in Barbados. A lot had been changed but in some areas this has merely been cosmetic.
    For instance…The Bayland/Bayville area. This area has some of the worst, if not the oldest cable plant in operation right now. C&W put in a fancy new D- side but left in the old E-side.
    Let me explain…the D- side is the distribution side which you can see on the poles.This all feeds back to the big brown boxes you see next to the road with locks on them.
    The E- side is the cable which comes directly from the exchanges. These cable pairs are then cross-connected to D-side to give you your working line or pair.
    Now….if the D-side is new plant, that C&W claims they spend so much money to put down,but the E- side is still the old plant from ages ago, one can see the cosmetic effect.
    The truth is…as long as the E-side is faulty, no amount of window dressing would ever make your line work.
    Hope this explains some of your problems.

  13. Technician Avatar
    Technician

    @ Freewilly…..

    Where on the island are you located?

    Do you know how far you are from the nearest exchange?

  14. ROK Avatar
    ROK

    Well! Well! Well! I am glad for that expose by Lisa in this blog. Very thoughtful.

    It seems that Chris has an ally that he can work with. Before anymore competition comes in we have to start with the wholesale charges which are at present highly inflated; The rio’s; local loop unbundling; last mile. Chris!

  15. Chris Halsall Avatar
    Chris Halsall

    @All…

    So, the entire West Coast of Barbados lost ADSL services from this last Friday (very early) morning until this last Monday.

    The xDSL link was fine (thus one “red light” came on), but connectivity was not available.

    It seems a particular provider had a problem migrating from PPoA to PPoE on this particular DSLAM…

    Two separate clients of mine spent more than four (4) (aggregate) hours listening to “Power to the People…”, without ever reaching a human.

    There’s been no mention of this in the traditional “Fourth Estate”, as far as I’m aware.

    I wonder just how many millions of dollars in lost productivity this resulted in…

  16. sOUR Avatar
    sOUR

    I love the title of this one. Cable and Wireless was very bad and LIME is horrid

  17. Santa Avatar
    Santa

    I am a worker of the now defunct C&W, why i say that is because C&W might have been bad, but LIME is not only sour but leaves a bitter taste in your mouth. The persons in the contact centre have endure much from the hands of their fellow employees and management. But after the meeting that Masa Dodd had with us on Friday (28/11/08) when the structure was shown and lots of people realise they might not have a job some are not singing a different tune. Who the company has designated to stay have gotten or will get commitment letters. Our boss lady met with some of the staff and told them no one in the centre got any commitment letters, but still a supervisor indicated to some staff that she receive one. Anyhow this is the same boss that claim she did not know what was going on when the whole talk of restricting came about, probably she still has her head in the clouds. Some of you have cuss and said the worst things and in many case they are true, but when you attack Customer Service Reps when we are the only ones trying to help you in most cases that is wrong. Some people like to play pretty and talk about their sale reps, but they only hear the sale reps when they want to sell a product because they give no after support. Once the commission is made that it. Some I will say power to the customer service reps for providing service when the rest of the company was on a go slow, we have always been they trying to fight your fight. So the next time you all have issue try calling Donald or Dodd, cause them does only speak to who they deem to be important or a some body, every body else is toss here and there and ends but up at us. But you no longer have that problem because the Lucians will now be handling your queries, and don’t call after 4:30 pm because you will hear call back during working hours.

    Merry xmas to one and all

  18. DISTURBIA 2 Avatar
    DISTURBIA 2

    HO! HO !HO!

  19. I want some slat to eat with my LIME Avatar
    I want some slat to eat with my LIME

    I went into a mobile store andhad to wait over an hour for service. In a store where only 5 were on duty I am surprised someone came so fast

  20. justcantwaitt Avatar
    justcantwaitt

    It’s sad that with all going on in the world today folks have nothing better to do that to sit around cussing and quarrelling a phone service, dsl , landline in the end none of us can take any of theses things with us neither will it make us better in the eyes of God , C&W do wat they have to do , you do wat you have to do , if u don’t like the service the company offers , then leave it , simple.

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