My wife and I were shopping at N1 City Mall Cape Town and NEOTEL was doing a presentation of its products and services. We naturally stopped and an enthusiastic consultant / rep asked us if we would like to hear a bit more and see a demo of the products on display. We then listened to what he had to say and he then took our details and said that a NEOTEL rep would do a demonstration at our home. We got a call and the caller arranged that a rep come to our home. A rep by the name of Mondre’ came to us and basically told us everything we heard from the rep at the Mall. We asked that he bring a PRIME handset to do a demo of the internet connection and the telephony system as this product would best suit our needs. Mondre’ then came back the next and explained that if we signed up that evening that that the application process would take at most a day and if approved our handset would be delivered within 48 hours of approval.
We then filled in all forms and supplied all the necessary supporting documentation for the application. Before Mondre' left our he home that night he informed us that that he would be off on holiday for the next week however his partner JJ from their company would be in contact with us regarding our application. We heard nothing from these gentlemen on Monday and I then proceeded to give JJ a call and he informed me that due to it being Christmas period things were a bit difficult on NEOTEL’S side in order to reach the promised Turnaround times however he confirmed that our application was definitely approved and that the handset was dispatched and that delivery would probably take place on Wednesday 24th December 2008. At approximately 14h00 on the 24th I called JJ to follow up on the delivery of the handset, however he was not answering his phone. I then gave Monde’ a call and he said that he would get back to me in the next 30 minutes.
After boxing day I called back to find out that our application was not actually successfull however there would be another process to be followed in order for us to have it appoved. JJ said that we would get feedback from him on Monday 5th January 2009. That never happend and i proceeded to write to NEOTEL ([email protected]) and their very poor response was "We at Neotel are very apologetic in the way that your application was handled but you application can be picked up on our system. I have checked the coverage in your area as well and found that you are covered only for the Lite device." This suggests that everything is back on track, our application is approved and it's just a coverage issue now. When I called into their call centre a lady by the name of Mapula refers this response with the reference number given to me to her team leader who was to get back to me the next very same day. This too did not materialise.
This was almost 2 weeks after our initial application (very far from the 48hr TAT that Neotel claim to meet)
Two days later mondre calls to say that our line has been approved subject to us paying a laughable "deposit" for the duration of 2 year contract. We refused and took our business somewhere else.
My wife and I were so optimistic and excited about the prospects on offer and were almost going to cancel our Telkom line in order to use the NEOTEL service. Luckily for us we did not do this yet otherwise we would have been sitting without a landline. When we were in the N1 City Mall and the NEOTEL rep asked us if NEOTEL could contact us from thereon in I was to be dealing with NEOTEL (even if an outsourced company was handling this on your behalf). Treating potential clientele in this manner is really unacceptable. As the official competitor to Telkom I cannot foresee NEOTEL making a real impact in the consumer market with the service standards and unprofessionalism as detailed above.
THIS IS JUST BAD!!!
DON'T BE FOOLED!
I'M SO UPSET THAT I'M GOING TO ARGUS ACTION IN THE NEXT FEW DAYS!
We then filled in all forms and supplied all the necessary supporting documentation for the application. Before Mondre' left our he home that night he informed us that that he would be off on holiday for the next week however his partner JJ from their company would be in contact with us regarding our application. We heard nothing from these gentlemen on Monday and I then proceeded to give JJ a call and he informed me that due to it being Christmas period things were a bit difficult on NEOTEL’S side in order to reach the promised Turnaround times however he confirmed that our application was definitely approved and that the handset was dispatched and that delivery would probably take place on Wednesday 24th December 2008. At approximately 14h00 on the 24th I called JJ to follow up on the delivery of the handset, however he was not answering his phone. I then gave Monde’ a call and he said that he would get back to me in the next 30 minutes.
After boxing day I called back to find out that our application was not actually successfull however there would be another process to be followed in order for us to have it appoved. JJ said that we would get feedback from him on Monday 5th January 2009. That never happend and i proceeded to write to NEOTEL ([email protected]) and their very poor response was "We at Neotel are very apologetic in the way that your application was handled but you application can be picked up on our system. I have checked the coverage in your area as well and found that you are covered only for the Lite device." This suggests that everything is back on track, our application is approved and it's just a coverage issue now. When I called into their call centre a lady by the name of Mapula refers this response with the reference number given to me to her team leader who was to get back to me the next very same day. This too did not materialise.
This was almost 2 weeks after our initial application (very far from the 48hr TAT that Neotel claim to meet)
Two days later mondre calls to say that our line has been approved subject to us paying a laughable "deposit" for the duration of 2 year contract. We refused and took our business somewhere else.
My wife and I were so optimistic and excited about the prospects on offer and were almost going to cancel our Telkom line in order to use the NEOTEL service. Luckily for us we did not do this yet otherwise we would have been sitting without a landline. When we were in the N1 City Mall and the NEOTEL rep asked us if NEOTEL could contact us from thereon in I was to be dealing with NEOTEL (even if an outsourced company was handling this on your behalf). Treating potential clientele in this manner is really unacceptable. As the official competitor to Telkom I cannot foresee NEOTEL making a real impact in the consumer market with the service standards and unprofessionalism as detailed above.
THIS IS JUST BAD!!!
DON'T BE FOOLED!
I'M SO UPSET THAT I'M GOING TO ARGUS ACTION IN THE NEXT FEW DAYS!
