SA consumers apathetic toward mobile service

Of course they don't complain..


There is very little point... you complain to a low level call centre agent who logs it in a system and it gets ignored.
 
Yea, in alot of the cases, the reason why you are complaining (poor helpdesk , poor communication, not getting emails answered, not getting any response or feedback ) in the first place is incidentally ALSO the reason why we don't log complains! It's the same "channel" and same "helpdesk" that are the problem and then they expect us to complain via that "channel" too?

It's like complaining about UNISA using their dysfunctional email system....(i don't even need to be at unisa to realise if they can't even respond to actual issues, how will the deal with complaints?).

This is why Hellopeter is still going, it's a different channel to log complaints, it's visible.

If companies actually had a proper complaint system with transparency, i'd be more likely to complain there -first- rather than using a 3rd party, but alas, companies seem to be clueless and they pay the price now with Hellopeter.
 
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diabolus said:
Yea, in alot of the cases, the reason why you are complaining (poor helpdesk , poor communication, not getting emails answered, not getting any response or feedback ) in the first place is incidentally ALSO the reason why we don't log complains! It's the same "channel" and same "helpdesk" that are the problem and then they expect us to complain via that "channel" too?

If companies actually had a proper complaint system with transparency, i'd be more likely to complain there -first- rather than using a 3rd party, but alas, companies seem to be clueless and they pay the price now with Hellopeter.
Click to expand...

They are too arrogant to realise that the systems they have set up are self-serving and useless.

ADT also fell into this pit and it took a great deal of effort by the MD of the Cape Town branch to turn it around. He found complaints were landing on the desk of a junior in the dept who lacked the expertise and savvy to deal with it, and when he went to his boss to show him the complaint, was shooed out the door, so the complaint never got sorted. Whereas ADT Cape Town has turned the corner, the Bloemfontein branch is still in the same mindset, hence complaints from customers who left their houses long ago still paying for a non-existent service and bugger all being done about it. Again, Hello Peter to the rescue, whereas if the manager did his job as he is paid to do, it would not be necessary
 
Check hellopeter... strangely enough, all the telco rep's seem very against the site.
 
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