#RainLongerstWaitingCustomer
They should not only give you a lifetime free uncapped monthly membership, you should get a medal to.
but all i want is internet :crylaugh:
anyway the problems with rain is as follow:
they do not track items beyond thier door, once its marked on the system as dispatched, then that is enough for them.
the problem came first with SendR, when they got flooded with items to deliver and could not cope with the capacity. chaos erupted then, instead of subcontracting out to other couriers in areas they could not directly cover they just rolled over and died. killed any reputation they had by becoming known as the courier who cant deliver. I would still like to see a indepth look at how they did market share before and after this. my bet is they dropped a lot.
next came the handover to RAM
this was very poorly done, in the first place the CEO announced they using a new partner and a week later I still had web support insist that sendR is the only courier they are using and only sendR will deliver.
the handover likely had SendR just use a shovel to offload the sims in one big heap at the closest RAM branch, then RAM pulled it all to the sorting warehouse where they had people first sorting everything by province and then sorting it by town..
now in all this chaos people got double routers, many people did. here is the reason why. in a pile of sims the boxes of routers will stand out, those have been placed neatly on the side and was ready for shipment, and off they went, boxes going out means open floor space. they still had the addresses linked to the parcels from the sendR data, so that was used to ship.
meanwhile a load of unmarked un-allocated routers must have been issued to RAM's sorting house.
they then got a list of names to deliver those to, so they did, to clear the floor I suppose.
now here's where Christmas came early for everyone that ordered before the handover, someone at Rain gave RAM the complete list of all the routers that was ordered and did not check them off against those that sendR delivered or that sendR handed over to Ram to deliver. also by the time the new list got to RAM the boxes was already out the door, or it may not even have been processed at the same branch, either way RAM did not have the packages and the list at the same place and time to check them off against each other, so they happily took the un-allocated routers and allocated them to the names on the list and off they went for a 2nd time. again, this is no fault on RAM's side, they where told take this and ship it. and they are actually good at that. so just about everyone from the early orders recieved a 2nd set of devices.
those that ordered sims was less fortunate, they must have had an un-allocated bulk load with no names attached to the sims. so RAM sent them out according to the lists they got from SendR, sendR did not give the complete list to RAM so they ended up sending out everything they had on the list and waiting for rain to tell them who did not get it yet.
meanwhile back at Rain support, they where understaffed, unequipped as the system even now can not trace your order to a waybill or tracking number. and they where uninformed. while i was trying to keep track of my order and getting all the info from different points, watching this all unfold, along with my contacts at ram sending me info from their side (the sendR bakkie load delivery of sims + a shovel is true) I think I had a much better understanding of what was going on than anyone at Rain.
now the poor support staff did what they could, they log into the system, they see a checkbox that say your order have been sent out and they tell you that much, then they will happily tell you that you can expect a delivery in the next few days, usually " before the end of the week"
they could escalate the matter, and you would get a ticket number, but then someone at back office log int the system, see you waiting for delivery, see a tickbox next to dispatched, and deems the matter resolved, click close ticket and move on. on average all my tickets closed within 1-24 hours.
now the next problem is that apart from checking the system dispatched tickbox that confirm that at some point the order made it out the door, they do not track it beyond the door.
I have made many requests for them to re-dispatch it, but everytime it comes back to they see the system say it went out the door and that is enough for them.
so they can not track it beyond the door, and wait for a delivery confirmation from the courier to mark it as delivered.
they do not monitor the system beyond that, they could have generated reports showing all the orders that is overdue for delivery by lets say 1-2 weeks, generate a list and then have ram check on the address or on the cell no if there is a delivery in progress for that address or cell number, and by doing that they could have found all of the missed deliveries and re-dispatch them.
they could have made a google sheet with 2 columns, "Order number" and "Tracking Number"
they could have filled those and actually link a order number to a tracking number, if they did that they would have gained the ability to actually track the exact progress of any order beyond their door. If they did that they could understand that just about everyone received a extra set of routers, and they could have arranged to collect the extra sets withing the allowed 10 business days that CPA allows, beyond that the customer gets to keep the surplus goods delivered to them, there Christmas confirmed, that extra router is yours!
as for me, I only ordered sims, so I am still waiting, I believe to still be the
#RainLongerstWaitingCustomer but there are rumors that there are others out there. so I write this to all the other
#RainLongerstWaitingCustomer 's out there, in hindsight, we should have ordered a 2for1 router!
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