As many of you would know, Green Dot Limited recently embarked on a major network upgrade to deliver a higher quality of service to you. The upgrade works were necessary so that we could increase the number of channels you currently receive, as well as to be able to further increase our services to you in the future.
Unfortunately, we have been faced with a number of challenges that have negatively impacted the service that some of you have been receiving. Let me assure you that all efforts are being made to have our current challenges addressed so that all our customers will be able to enjoy the benefits of the upgrades.
We are continuing to work aggressively through the remaining challenges that are impacting some of our channels. The majority of challenges will have been resolved by early to middle of next week with full service to all our customers regularized by the end of the month.
I am extending my sincerest apologies to all those who have suffered any negative experiences during this phase of the upgrade works. I assure you that your experience will improve shortly and these upgrades are being carried out to improve the overall service delivery to our customers. I also wish to thank you for all the patience and understanding you have extended during this phase.
Thank you
Ketan Patel, CEO
Green Dot Limited
kpatel@greendotgroup.co
3 comments on "An apology from the CEO"
Add CommentI have a very serious complaint since you have started this “upgrade”.
At first I lost the use of 28 channels.
After many days of calling # 623 4943 and only getting busy signals, I finally got through to one of your agents.
I waited on the line for 8 minutes until an agent finally came on and I reported my problem.
I was given instructions which I followed until the progress bar read 100%.
I then pressed the Menu button as directed and to my Dismay a “NO CHANNEL” sign was displayed on the T.V.
The agent talked me through the proceedur again and the result is the same, still “NO CHANNEL”
This is my form of recreation and comfort and I am requesting your urgent attention for immediate restoration and also compensation for, this lengthy inconvenience and loss of my service for which I have already paid.
I appreciate the apology though it cannot restore the insanity which reigned and continues to reign. I will however appreciate information on the billing for the time of non-service.
Dear Sir,
I understand that technical problems do arise in many ways and I thank you very much for your concern.I have the freeview package and channel 23 or Aljazeera is still not showing since the upgrade. i paid $1725 by force in November 2014 for this service which I am still hearing costs $1150, and I should get the proper channels.