“He matters” – Digicel CEO personally apologises to elderly customer, gifts him TV, free internet

…fires 2 employees after viral video of elderly customer sparks outrage

A social media video showing an elderly man seeking assistance at a Digicel store has led to the dismissal of two employees and prompted the telecommunications company to publicly apologise to the customer and the wider public.
The video, which circulated online earlier last week, showed the elderly customer visiting a Digicel location for help with connecting his television to the internet. During the interaction, employees appeared to record the encounter and later shared the footage on social media.
The video quickly attracted criticism, with many viewers accusing the employees of ridiculing the man while he was seeking technical assistance. The incident sparked widespread condemnation and calls for accountability.
Following an internal review, Digicel announced that the two employees involved had been terminated.

In a public statement, the company said the conduct displayed in the video was unacceptable and did not reflect its values.
“It has been brought to our attention that a video circulating on social media shows two members of our staff behaving in a manner that is completely unacceptable and wholly inconsistent with the values we uphold as a company,” the company stated.
Digicel said every customer who enters its stores should be treated with respect and receive quality service, regardless of age or technical knowledge.
“Every customer deserves to be treated with dignity, patience, and genuine care. That this gentleman came to us for help and was instead met with ridicule is something we take very seriously and do not take lightly. The two employees involved in this incident were dismissed from the company effective this morning,” the company said.
The company also sought to make amends to the customer through a personal outreach effort led by its Chief Executive Officer, Gregory Deonarine. In a video message, Deonarine visited the elderly man and offered an apology on behalf of the company.
During the visit, Digicel presented the customer with a number of gifts, including a 50-inch television, a Samsung smartphone and free internet service for one year.
Deonarine said the incident served as a reminder of the importance of treating every customer with kindness and respect.
“An elderly gentleman came into our store looking for help, and he did not receive the kindness he deserved. That stayed with us because he matters,” he said.
The CEO explained that the gifts were intended as both an apology and an expression of appreciation for the customer, while also marking the upcoming Father’s Day observance.
Digicel said it had also reached out directly to the customer and his family to offer its apologies and ensure his concerns were addressed.
The company thanked members of the public for holding it accountable and pledged to continue working to ensure that all customers feel welcomed, valued and respected when interacting with its staff.
The incident has sparked wider discussion on social media about the treatment of elderly persons, particularly when seeking assistance with technology, and the importance of patience and empathy in customer service.