Yesterday, we experienced a slight hitch in their service. All of a sudden, DR1 disappeared and we got the message that we had not paid their bill. A saturday at 4.30 pm. I tried calling them, but it was always busy. So, I jumped in my car, drove to their office (which is at the HVB plaza, up the stairs, last office)
I explained my problem to Sandy, their American secretary/partner (who knows...) who was very apologetic. Checked the system, and said I should have service, but she would immediately look into it, and, if necessary sent out the technicians immediately.
While there, I also complained about the ugly installation, and the promise of the owner of Tekcom to come and fix it. I have not been presented a bill as yet for the installation, and neither have they asked for the money. The owner came over, looked at it, and told me it would be fixed.
I drove back home (five minutes or less), and jiehaaa... internet was restored. About half an hour later I received a very nice, and polite email from Sandy, telling me the problem was a software problem, but now fixed, and to please accept their apologies. ( I can believe this, as although I could not access the internet, I could download a movie at the time)
She also told me she spoke to the owner about the installation, and she was told he had told his technicians to come and fix it 2 weeks ago. He made me the promise he will show up here tomorrow, together with the technicians and that he will deal with it. Again apologies for the inconvenience.
Honestly, I cannot complain of the service I have received from them. Was it perfect? No, but keep in mind they have to work with Dominican technicians, whose logic sometimes is far to look for. At least they respond to your complaints, and try to fix them. Which is more then can be said for Orange, Claro or Cabledelnorte.
We have also received the 1.5mb download promised by them, and this for the whole month (true, there was a little glitch one day for about half an hour, where we were slower). And it is truly unlimited. For the first time in 3 years we were able to upload our internet businesses from here.
If they continue like this, they have my full support. Better service, constant speeds, and better value.
BelgianK