Screamer Charges For Their Bungle

[Aquila ka Hecate]

A couple of weeks ago we had cause to call the Screamer Support line when our internet connection dropped.

During the course of the call, the support agent instructs us -more than once- to connect the POE directly to the computer, and then again to "swap the wires around".

She was less than lucid, but that's a bit beside the point.
When none of her wire-juggling worked, she escalated the ticket to someone more competent (apparently) and the next we heard, they are "sending someone out".

Over 2 days later the techies rock up, re-swap the wiring, do a few tests and leave.

That's fine and I've had excellent service from Screamer in the past - to the point where I have recommended them.
(Yeah I know - weird, but I did)

But this week I receive an invoice for R650 for a callout and installation.
Screamer explains that the callout was driven by "tampering" with the wires, and as such was not their fault.

Well this morning I guess they're going to have to play that original support call back, and then tell me who instigated the "tampering" for which they want to charge me a callout fee.


Sigh. They used to be such an excellent outfit. One more bites the dust, I guess.

 

[crackersa]

would like to hear what comes of this. interesting!

 

[Aquila ka Hecate]

Well, that was smartly done.
Received an email this morning saying they will credit the callout fee.
A handclap, albeit a moderately slow one, to Screamer for fixing their mistake.

 

[Dean]

Sigh. They used to be such an excellent outfit. One more bites the dust, I guess.

Well, that was smartly done.
Received an email this morning saying they will credit the callout fee.
A handclap, albeit a moderately slow one, to Screamer for fixing their mistake.

Yea I was gonna say that first comment was a bit premature having not received their response yet.

 

[Aquila ka Hecate]

Yea I was gonna say that first comment was a bit premature having not received their response yet.

Ah, but I had had an email exchange and a phone conversation with them already yesterday - and the last email stated that since the wires were "tampered with" we were going to have to pay the callout fee.

A quick look at their own ticket would have sorted it out for them , as the support agent states that she told us to swap wires around.