chrisschnell
New Member
- Joined
- Nov 24, 2012
- Messages
- 3
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Good day Gian Visser
I applied for a Fibre line from your company on 28 April. The following is my concerns and your companys pathetic response.
This is a copy of the first email that I wrote to your company on 4 May:
Good day.
When I applied for a fibre line from yourselves in Heidelberg, I went into a lengthy conversation with one of your agents regarding the deduction of the installation fee, before the actual installation was done. I told the person, that you are going to deduct money from my account, and then the line will not be installed. I was asssured that upon payment, the installer will contact me in 2 days to arrange for the installation.
Guess who's once again proven to be right. The line was ordered a week ago and the payment was processed dd the 1st. Nada. Nothing. Zilch. Niks.
No-one has even phoned me to offer some sort of excuse of what I predicted. What I said was going to happen, is happening. You will shrug your shoulders, and Vodacom will not commit to an installation date.
You guys are just so predictable and your business practise remain suspect. You have my money, and I have no line.
I suppose you keep record of your WApp messages and calls. If need be I will include a full transcript of the conversation I had with your agent, predicting that I will carry the can in the end.
When am I getting my line installed by Vodacom?
Regards
Chris Schnell
This is a copy of the 2nd email which I wrote to your company today:
Good day
I received an apology from Refentse regarding the wrong leade time communicated to me for the installation of my Fibre line by Vodacom.
Just to recap. I warned Afrihost (as per the attached messages) that you were going to deduct R1700 odd from my account, and then nothing will happen.
I was first told that my line will be installed 2 days after the installation cost was deducted from my account. I was then told, no sorry that is wrong, the installation will take place 7 days after payment.
The order was placed on 28 April. The money was deducted on 1 May. It is today 7 May. I haven't heard anything from you, notwithstanding the fact that "I see from your account that an escalation has been sent to our Fibre Ops team to get feedback from the provider"
If I haven't received a satisfactory explanation to this total disregard of my prediction of what will happen by Monday, I suggest you put the money back in my account, get your house in order and restart the whole process once you know your arse from your elbow.
To say that this is more than frustrating and that I am livid because all my cautions fell on deaf ears, is putting it mildly. It very much looks that when you hear "New installation", you go deaf and engage autopilot. Nothing the client says is taken note of.
The engagement with your agents is very pleasant. They are most knowledgeable and friendly. I can't say the same for the team that's responsible for installing my line. They could possibly rate as some of the more poorly qualified staff that is responsible for my line.
Finally, I told you Vodacom wasn't going to install the line in a week. You nevertheless went ahead and deducted money from my account.
When are you going to install my line? Come on people. I need a knowledgeable, intelligent person from your "Fibre Ops Team" to call me. I want to know why I wasn't listened to and why it's taking all this time to get the job done.
Regards, for now.
Later on today, I received one of those generic "yes we'll get to you, please shut up now" type of responses. What follows was my latest and the most polite response I could muster.
You see, what really gets to me is that you are either reluctant to tell the client the truth or ignorant. I don't know which is the worst!
At first I was told 2 days. Then it got extended to a week and now it's 2 weeks.
If you read the history of this conversation, you will find that I predicted exactly this, and you had the audacity to differ.
It now plays out precisely as I said.
I wonder what the new date will be after 2 weeks of waiting?
You are really not covering yourselves in glory.
And to top it all, none of you have got the guts to call me, explain the situation and have a person in authority make a firm committment.
Like I said. You still have my money and I still have no line.
One last question. Is the senior management of Afrihost informed of blunders like this, or are they living in a fools paradise, thinking everything is running according to plan?
Are any of the "The Big Cheeses" going to answer this Gian?
I applied for a Fibre line from your company on 28 April. The following is my concerns and your companys pathetic response.
This is a copy of the first email that I wrote to your company on 4 May:
Good day.
When I applied for a fibre line from yourselves in Heidelberg, I went into a lengthy conversation with one of your agents regarding the deduction of the installation fee, before the actual installation was done. I told the person, that you are going to deduct money from my account, and then the line will not be installed. I was asssured that upon payment, the installer will contact me in 2 days to arrange for the installation.
Guess who's once again proven to be right. The line was ordered a week ago and the payment was processed dd the 1st. Nada. Nothing. Zilch. Niks.
No-one has even phoned me to offer some sort of excuse of what I predicted. What I said was going to happen, is happening. You will shrug your shoulders, and Vodacom will not commit to an installation date.
You guys are just so predictable and your business practise remain suspect. You have my money, and I have no line.
I suppose you keep record of your WApp messages and calls. If need be I will include a full transcript of the conversation I had with your agent, predicting that I will carry the can in the end.
When am I getting my line installed by Vodacom?
Regards
Chris Schnell
This is a copy of the 2nd email which I wrote to your company today:
Good day
I received an apology from Refentse regarding the wrong leade time communicated to me for the installation of my Fibre line by Vodacom.
Just to recap. I warned Afrihost (as per the attached messages) that you were going to deduct R1700 odd from my account, and then nothing will happen.
I was first told that my line will be installed 2 days after the installation cost was deducted from my account. I was then told, no sorry that is wrong, the installation will take place 7 days after payment.
The order was placed on 28 April. The money was deducted on 1 May. It is today 7 May. I haven't heard anything from you, notwithstanding the fact that "I see from your account that an escalation has been sent to our Fibre Ops team to get feedback from the provider"
If I haven't received a satisfactory explanation to this total disregard of my prediction of what will happen by Monday, I suggest you put the money back in my account, get your house in order and restart the whole process once you know your arse from your elbow.
To say that this is more than frustrating and that I am livid because all my cautions fell on deaf ears, is putting it mildly. It very much looks that when you hear "New installation", you go deaf and engage autopilot. Nothing the client says is taken note of.
The engagement with your agents is very pleasant. They are most knowledgeable and friendly. I can't say the same for the team that's responsible for installing my line. They could possibly rate as some of the more poorly qualified staff that is responsible for my line.
Finally, I told you Vodacom wasn't going to install the line in a week. You nevertheless went ahead and deducted money from my account.
When are you going to install my line? Come on people. I need a knowledgeable, intelligent person from your "Fibre Ops Team" to call me. I want to know why I wasn't listened to and why it's taking all this time to get the job done.
Regards, for now.
Later on today, I received one of those generic "yes we'll get to you, please shut up now" type of responses. What follows was my latest and the most polite response I could muster.
You see, what really gets to me is that you are either reluctant to tell the client the truth or ignorant. I don't know which is the worst!
At first I was told 2 days. Then it got extended to a week and now it's 2 weeks.
If you read the history of this conversation, you will find that I predicted exactly this, and you had the audacity to differ.
It now plays out precisely as I said.
I wonder what the new date will be after 2 weeks of waiting?
You are really not covering yourselves in glory.
And to top it all, none of you have got the guts to call me, explain the situation and have a person in authority make a firm committment.
Like I said. You still have my money and I still have no line.
One last question. Is the senior management of Afrihost informed of blunders like this, or are they living in a fools paradise, thinking everything is running according to plan?
Are any of the "The Big Cheeses" going to answer this Gian?
