I think companies often give rural customers the shaft at times. I say this comparing our experience getting an install done with the same company, but at two different locations. But I also have a friend who lives in Merliot, which is in the metro San Salvador area, and said she tried for months to get them to send her bill to her new address after she had moved and had notified them of this change of address before she changed homes.
Service in the Country versus Service in the city, or is it just Tigo? When our cable and internet were installed in Los Planes, Tigo came the day they said they would. It was smooth and they showed up the day they promised. When we moved back to the country in 2012, they NEVER came. Ok, I exaggerate. It took us almost four weeks after the date of their scheduled installation to actually perform the install. We made three different appointments during that time, and Tigo never showed up to any of them.
It all started when my husband went to the Tigo office to notify them we were moving about a week before, and requested a relocation of service. They scheduled our move of service for two days after we moved in. No show. Phone calls, promises on the part of Tigo that they’ll “come by tomorrow,” etc. So we went into the city and waited for an hour at the Tigo office in the mall to speak with a rep. They said we needed to show another bill that comes to the house – say a utility bill – to confirm the physical address. We did not have one with us. And why btw did they not ask for this when my husband went the first time? My husband then went to another office a few days later where they said he didn’t need another utility bill. They explained that the rep he spoke with before we moved didn’t put in our ‘relocation of service’ request. The very first time my husband went to Tigo, he asked to do two things at once: a relocation request, and change the package we use. Maybe two things at once was too much for them to handle. The new rep, on this third office visit said someone would be calling us ‘tomorrow’ to schedule our install. Have you noticed the pattern here with tomorrow yet?
Well, no one came and we repeated calling until they finally did come. My husband initially, with his “gets along with everyone attitude”, and then later, me, using my verbal “mano dura” tactics. They were to come by on a Saturday, and we never heard anything. But mid-Sunday afternoon, they called to alert us they were coming; they were in Guazapa and would be by in an hour or so. We were actually over 30 minutes from home and rushed back, and a half hour after we got home they came along. They ran all the new cable lines from the street to the house, and all the hardware to get us connected, right as a storm was brewing.
The never-ending suspense and commotion to get our cable and internet install done, put together with it finally happening on the verge of a storm was so fitting considering it had been almost a month since their initial ‘promised’ date. All of our efforts, frustration, and sweat all led up to this ultimate moment where the sky was about to burst upon the two Tigo technicians. The lines were connected, and we checked the TV and opened up the Google search page on the computer. I was so delighted, I didn’t bother to do a > 5 minute verification test. Well, two days later we determined the modem was dropping the line every 1.5 minutes, so there we were again – back on the phone with Tigo! They did come to replace the modem within 1 or 2 days which isn’t bad considering their previous track record.
Was this a case of poor service in the country or just poor service in general by Tigo, the cell and cable company we love to hate? I think it was a little bit of both. If we were living close to the city and had a house with an actual street name and street number, they’d probably have performed the installation a lot sooner. I think companies tend to blow off people in the country a lot more than people who live in the city (I’ll bet even the neighborhood in the city can make a difference, too), and companies probably do this because it costs more to service country customers, between more gas to fill the truck and employees getting lost looking for the house.