On Sept. 13, 2005, I ordered a phone line for my house in Dominical. On July 4, 2006, I paid the required $60 deposit to the Costa Rican Electricity Institute (ICE). It is now September 2006. A year has gone by with no phone line installed.
I have waited in line for many days and many hours in San Isidro for help. ICE officials make appointments but nobody ever shows up … I am told that only one person installs phones in a 50-mile radius. If ICE workers are worried about the Central American Free-Trade Agreement with the United States (CAFTA) and outside companies taking away their business, they certainly should be.
Apparently customer service is not a concept they understand. Can you help? By the way, I’m not the only one here with this problem. Thanks.
According to ICE spokeswoman Vanessa Valladares, those who want a phone connection should call the San Isidro de El General ICE branch at 771-0166. Those who want to complain about bad service or delays can address their complaints to San Isidro Office Manager Luis Barbosa at 771-5111. It’s also advisable to contact Jorge Sánchez in the Telecommunications Customer Service Office at 234-7007. Always file complaints in writing.
If you have no luck getting a response from ICE within 10 days of filing your complaint, contact the Public Services Regulatory Authority (ARESEP), which spokeswoman Carolina Mora called “ICE’s mother.” ARESEP looks into complaints against ICE and other public service institutions reported to not be doing their jobs. The institution can be reached at 220-0102.Have a copy of your original complaint handy. ARESEP also receives complaints, in English and Spanish, at [email protected]. Complaint forms can be downloaded at www.aresep. go.cr. The fax number is 290-2010.
(Note: Since contacting The Tico Times, this reader’s phone line has been installed.)