Hey All
I would like to get some advice, it has been some time since I posted on MyBB but I wanted to get your guys view on my Experience thus far
I have gone through the process of arranger home fiber installation with MWEB and 5 working day after I have placed the order online and a Debit Order done from my account I follow up with regarding the installation
There was a back and forth on Monday and one of the sales agents advised me that I have ordered the wrong package as the fiber was already installed in my new house, she advised me that she will log a fiber activation request with the fiber provider and should be between 24 and 48h for the activation to be done
48h later I follow up again and I was then told that the fiber activation was not sent initially however it will be escalated for activation, about 2 to 3h later I get a call from MWEB stating that the package I have selected is not offered by the Fiber Provider and I need to upgrade to a different package
I followed up with the Fiber Provider and have email proof that they supply the connection for the Package I selected and when I gave MWEB this info they could not give me a clear answer as to why I need to pay more for an upgraded package, they also cant give me a clear answer why the initial Fiber activation was not sent or why I had to wast 12 days of my life waiting for any type of feedback regarding my installation
Am I the only one that feels that Customer Experience is none existing anymore and if you as a customer dont take ownership and follow up or escalate your order will go in to a black hole and will be never seen again
I would like to get some advice, it has been some time since I posted on MyBB but I wanted to get your guys view on my Experience thus far
I have gone through the process of arranger home fiber installation with MWEB and 5 working day after I have placed the order online and a Debit Order done from my account I follow up with regarding the installation
There was a back and forth on Monday and one of the sales agents advised me that I have ordered the wrong package as the fiber was already installed in my new house, she advised me that she will log a fiber activation request with the fiber provider and should be between 24 and 48h for the activation to be done
48h later I follow up again and I was then told that the fiber activation was not sent initially however it will be escalated for activation, about 2 to 3h later I get a call from MWEB stating that the package I have selected is not offered by the Fiber Provider and I need to upgrade to a different package
I followed up with the Fiber Provider and have email proof that they supply the connection for the Package I selected and when I gave MWEB this info they could not give me a clear answer as to why I need to pay more for an upgraded package, they also cant give me a clear answer why the initial Fiber activation was not sent or why I had to wast 12 days of my life waiting for any type of feedback regarding my installation
Am I the only one that feels that Customer Experience is none existing anymore and if you as a customer dont take ownership and follow up or escalate your order will go in to a black hole and will be never seen again
