A letter to Neotel

Dear Neotel

I would like to know what is going to happen now. For 6 days (and counting) I have been without service. I have telephoned your helpline (from a cellular phone - I am sure its not as toll-free as is should be. Sadly I have no other options.)

While your support staff are friendly and courteous (Thabang especially seems like a really cool individual) the truth is that I do not have a service. There have been a string of broken promises which, as far as I am concerned amount to a breach of service and frankly terrible business ethics.

I would like to know what the solution is?

You are very happy to charge me for a service you have not delivered yet. You are happy to feed me "transport strikes" and "technical issues" but the question I have for you is how do we solve the problem that right now, I have no internet, and you are sure as the sun shines going to attempt to bill me at the end of the month!

This is unacceptable.

What we have so far:

- I joined in March, choosing the Prime Unlimited product. I paid R1,000.00 deposit.

- After using Prime I was uninspired by the speeds, and decided to UPGRADE.

- Telephoned 0800333636 and processed the upgrade application. I was informed that I would get my device on the 1st of April 2009 thereabouts.

- 1 April 2009 comes and goes, no NeoFlex device. What I do get is a bill. FOR over R1,500.00!!! for a R999.00 service. Oh and a pro-rata costing for a device I don't have! For a service I dont have!

- Finally on the 14th of April my NeoFlex arrives.

- It is now the 20th of April. My device still does not operate. I have no service. My friend, who lives just down the road from me, who did pretty much the same procedure as I did does have service. Spare me the crap about pervasive network problems.

Please return with a SOLUTION, not an excuse.

OPTION 1:

Here is my proposal. We settle our books. You charge me for ONE MONTH and 13 days of Neotel Prime Connect, reversing whatever else you have put through my account. You apply my deposit of R1000,00 to that account and return whatever is left.

You send, AT YOUR COST, someone to collect the Neotel devices from me. Thereafter we carry one with our lives like nothing happened.

OPTION 2:

Someone senior, in management or technical support contacts me. Explains to me what is the problem with your service. And MOST IMPORTANTLY restores service to me AS SOON AS POSSIBLE.

Furthermore I do not expect to be charged for service that was not delivered to me whichever route we take.

The ball is in your court now. Do you want to keep a customer, or not?

Please make of it what you will.


-------UPDATE-------

23 April 2009

Today I received several calls from Neotel. Initially it was decided that my device should be swapped out, however a subsequent conversation revealed that I had just not been upgraded properly and that all should be peachy. This evening I discovered not only that I could connect to the internet, but that the connection experience exceeded my expectations. I was also contacted by Neotel accounts and assured that my account would be credited for the period where I had no service.

Thank you Neotel for coming through. I just wish it could have been on better terms.

----------------------

Neotel are a joke

Had a similar experience with Neotel and they make dealing with Telkom a walk in the park. I have today, cancelled my contract with Neotel, also because of no service and when there is service it is ridiculously slow. My upload speed is 0.02 kbs and upload is 0.01kbs. Pity they don't use the same speeds when deducting the debit order.

Where is the EJECT button?

There seems to be a widespread arrogance to how the Neotel outfit works.

I personally think that their focus must be 100% on their business clients and that personal access users are put into some kind of support hell.

The support staff are friendly, but one said to me today that they are also kept in the dark about what is going on with the system. I have had all manner of rubbish spouted as to why I cannot connect. They really seem to make it up as they go along.

It really is a travesty.

BTW, how did you go about canceling the contract?

welcome to Neohell

All neotel knows how to do if make a promise with no intentions of keeping it. After you cancel the contract they keep billing you. You can call, email, fax, and then start it all again and nothing no reply they just keep billing you..

*bump*

(Neotel Rep guy, please reply)

i was thinking o taking up a contract with neotel this month BUT judging by the user's speed i'm a bit concerned, would be great to see what the neotel rep response is!

I was also about to sign up...I am a pretty heavy user and judging by the comments on forum..I am soo confused..thing is I really want connectivity at home...

@ The LeastFearfulMonkey:

Please may I have your Name, Neotel service number and contact details. In addition, please obtain a ticket reference number from the call centre on 0800 333 636 and provide that to me. I will escalate your complaint.

Nevermind I picked up your reference number from the other thread...

Neotel said:

Nevermind I picked up your reference number from the other thread...

Click to expand...

And the rest of us? When do we get an update on the current performance issues?

Why the long face?

Dear Neotel Rep

Thank you for your assistance.

Please would you explain why it is that so many of us are subjected to a service level that is quite frankly laughable at best, but more accurately blood-curdlingly infuriating?

I have seen with my own eyes that NeoFlex can work. My neighbour has it and is quite pleased. So why is it that after a week, I am no closer to a solution that when I began?

All I want is to have access to the service I have quite dilligently paid for. Oh, and please make sure that I am not charged for the time I am not active on your network.

I don't think I will be very pleased, after the expense I have gone through in time and 3g charges and cellular charges.

Best regards

zerofocus said:

And the rest of us? When do we get an update on the current performance issues?

Click to expand...

yeah..how about it

The sound of silence

Just a little update.

Yesterday I spoke to Frank, who issued me with my ticket. He said that a "second line technician" or some such (hopefully a second Dan tech ninja) would contact me within 24 - 48 hours, but hopefully a lot sooner, seeing as my plight is so urgent.

It seems to me that Neotel must be preparing for tomorrow's big day, since I have still not had any acknowledgement from Neotel of the letter I sent to them, nor have I heard from said Tech Ninja.

Now, with a public holiday looming, it seems to me that I look forward to two more days without internet connectivity.

At this point, I would happily swap places with those "enjoying" poor service from Neotel, as apposed to no service whatsoever.

What really gets to me is that you can still go sign up for new services. The network is on the verge of collapsing with the current amount of users, but still they add more. And then the damn rep ignores my demands for info. At least the others have the balls to say "what problem?"

@ zerofocus:

I have supplied all the info that I can. Neotel has acknowledged that there is a problem with internet session disconnects and have also indicated that engineers are investigating the problem.

I have a suggestion... how about laying fibre to those of us with problems... and giving us uncapped lines for free for a year to make up for the inconveniences

I'm sure u'd turn all the negativity into great publicity

No? Ok... well I can wish can't I

hmmm with what I've read above i'm staying clear fr a couple of days, I want to improve on my current situation and what i've see I don't see a improvement. Rather more Telkom like service levels and then not awesome mind blowing performance which we have patiently been waiting for.
G

Hey Neotel Rep!

Try this reference: 46116 - It's been about 3 weeks now and I'm still waiting for someone to get back to me! Steven (apparently someone senior?) assured me he would get back to me in 48 hours (as did the other 5 five people I've spoken to!) and the 48 hours has now turned into 3 weeks.

How many more times should I do the phoning?

Do you know what customer service means?

How do you think a business can run using Neotel with a download speed of 0.01kbps and an upload speed of 0.01kbps?

How do you think a business can run when all emails with attachments don't arrive at the recipients?

We want some answers please, because what you're doing is daylight robbery. Quick to take the bucks, but very slow to sort out problems - that's if you can sort out the problems!