Dear Editor,
Allow me to share the following proposal to improve the quality of the services we receive here in St. Maarten.
When we are too late with our payment, private companies (such as commercial banks, Cable companies) fine us with late payment fees or they are quick to repossess the home or car we financed through them. Public companies (such as TelEm, GEBE) fine us with late payment fees or they are quick to cut our phone or electricity service.
But when we are in long lines to pay our bills on time no quick customer service, no seniors’ line and no discount because we had to wait too long in the line.
When TelEm/TelCell/UTS is not providing the quality of service and giving us all kind of apologies like “all circuits are busy,” “this person cannot be reached at the moment,” or when GEBE is interrupting the electricity or water supply for whatever reason, no fine for these public entities or discount for us the consumers to compensate us for a failing service.
I think it is about time that we demand a policy to fine all service providers be it privately-owned or government-owned entities and compensate each consumer who is not getting a correct and timely service.
I decided to pay my TelEm and GEBE bills today and not to wait until month-end or the beginning of the month deadline.
At TelEm at Pondfill the seniors’ window and all other cashiers windows were closed, only the Top-up window was open so only one teller was working. That was at 11:30am. Even though all signs were indicating that the window was only for Top-up or pre-paid cards handling I still went in this line, waiting my turn not for a top up but to pay my Internet and landline bill. At 12:00 noon I left the TelEm building. If the seniors’ line had been open I could have been attended much quicker.
Arriving at the GEBE office in Philipsburg I could not enter and had to wait with more people outside because there were too many customers inside. I reflected upon the sign I saw before entering the building (see inconvenience notice) wondering which service they were upgrading: The waiting lines?
When I was allowed to enter I asked the security officer who was the last senior for the seniors’ line. Politely he informed me that there is no seniors’ line today. All customers have to go in the only line there is. Some of the seniors complained to me, and asked me what we can do about this treatment.
I asked the security officer to call the supervisor for me. He instructed me to go outside all around the building and ask the receptionist for the supervisor. I went to the back office where a very polite receptionist went to look for a supervisor.
While awaiting the return of the receptionist the security officer informed me that they had to hear a lot of complaining the whole morning already because of the long line. The receptionist came back with a message from the Commercial Manager apologising that she was on lunch and explaining that workers were sick today and that is why there was only one line and no seniors’ line service.
I went back, took some pictures to record this situation, as this is not the first time this year that I met this situation and decided to complain on behalf of the seniors and all other consumers who had to endure this lousy service.
Just as the company can claim SZV the loss of working days for workers that do not show up at work for whatever sickness, we as consumers also should be compensated for the loss of time or loss of continued quality service and lack of customer care.
Which entity is there to protect our rights as consumers? Let us resolve this issue in 2016 once and for all.
Raymond Jessurun
1st Vice President Seniors and Pensioners Association
