Dear Sir,

I wish to express our sincere thanks to Kevin Simmons of BTC/Digicel. Two weeks ago my landline phone service was out of order following a severe thunderstorm in our area of St David’s.

I reported the outage to BTC and was told (by someone in another country who could clearly not care less about my call) that a crew would be sent out but they couldn’t tell me when that would be.

If I was not home when they arrived then they would have to come back another time. (It seems to me this system could lead to an awful lot of unnecessary extra service trips being made which might explain why it takes so long to get service in the first place but that’s another matter).

About a week after my call a BTC truck arrived in the neighbourhood. I spoke with one of the gentlemen about our problem and asked him to advise me what might be the cause. The next time I looked the truck was gone and my phone was still not working. On August 20 some Digicel trucks arrived in the neighbourhood and I again approached one of the gentlemen.

He turned out to be Kevin Simmons, and after explaining to me that he was in the area to do some work involving fibre lines. He nonetheless took the time to check my phone line and my phones.

He was able to ascertain that the landline was fine; it was the phones that were no longer functioning. He called in to BTC/Digicel to let them know the problem had been taken care of and a service call was no longer needed. From hearing his side of the conversation it was clear he took some flak for doing something that was “not his job”.

This boggles the mind — being reprimanded for going above and beyond to provide customer service? Things sure have changed in Bermuda.

Mr Simmons was extremely polite, helpful and willing to assist and I am most grateful for his help. I would like to think that his excellent customer service will be recognised by BTC/Digicel.

Anyone who is lucky enough to have Kevin Simmons responding to their service call will be well served.

C.L. WILLS

St David’s