Mobile operators tested: Best and worst email support

Could we have the contents of the e-mails and their replies please.
A useless automated message doesn't count.
 
Cell C didn't respond because they didn't receive the message, their network was down.
 
If you think Cell C sucks, try dealing with their cellphone insurance provider, C-surance. You'll be lucky if you get a response within a month!
 
A proper indication would be sending them 10 different queries over a couple of days and averaging the response times, Just because 1 query landed on the desk of someone who may/may not feel like helping you that day is no indication of their actual service levels.
 
werfie said:
A proper indication would be sending them 10 different queries over a couple of days and averaging the response times, Just because 1 query landed on the desk of someone who may/may not feel like helping you that day is no indication of their actual service levels.
Click to expand...

Agreed.
 
cozinsky said:
Read the article again. Carefully this time.
Click to expand...

After responding to the system-generated email, a Vodacom helpdesk agent called us 37 minutes later. The call was followed up by an email confirming that the issue was resolved.
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no mention of the issue/what the e-mail was.
he company provided feedback by 15:40 – a response time of within 4 hours.
Click to expand...
Again, no mention of what issue.
The company provided feedback by 15:42 – a response time of 4 hours and 3 minutes.
Click to expand...
no mention of what the issue was.

Could have been different issues that would have been escalated to different people. Could have been easy thing like a product enquiry (which in Telkom's case can be extremely difficult though). A tech problem would have been passed on to a tech, could have been automated, especially if done via the website.

I also don't understand why for MTN their support e-mail was used instead of the website. If you use the website for one, use it for all. Consistency.
 
You're lucky with Telkom Mobile, I had to go Hellopeter, Facebook, Twitter and and just to get them to respond to a mail, which was roughly three weeks. Still didn't get anywhere with the support agent as they don't actually have a clue and are still stuck in the past.
 
Follow up article: how fast do they respond to Twitter support requests?

Tweeted @HelloTelkom at 8am this morning with a billing query. Tweet back 30min later saying they will investigate. Call at 3pm today to advise credit passed on landline accounr. Very good.
 
werfie said:
A proper indication would be sending them 10 different queries over a couple of days and averaging the response times, Just because 1 query landed on the desk of someone who may/may not feel like helping you that day is no indication of their actual service levels.
Click to expand...

With this I agree. I sent an e-mail to '[email protected]' at 11:30 yesterday and still no reply from them. I'll resend this mail now and see if I then get a response.
 
I sent an email to Telkom using their online form on Tuesday at around 8am. Guess what, still no response from them.
 
I can vouch for vodacom, their data might be expensive but their support is excellent. A while back their network kept on going down in my area and I could only contact them via my afrihost mobile data connection through their website, I received the acknowledgment email almost immediately and the problem was resolved in 3 hours. Must mention that afrihost's support is even better.
 
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