Thank you VM and Cell C

SlowInternet

SlowInternet

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About 2 weeks ago I emailed Gerald complaining 'bout my slow speed on VM. He replied the next morning and 2 hours later (to my surprise :eek: )I received a call from Cell C advising that they will be sending a technician out to my place. The tech phoned me about an hour later and made an appointment. He pitched up at my place and spend about 90 minutes doing some tests and checking my PC and cellphone.

He said that he will check the towers in my area as well. During the past 2 weeks he came to my place 3 times checking equipment and making suggestions and he also phoned me every 2nd day to check on the speeds. He has made some changes to the tower on Wednesday night and asked me to monitor my speeds over the long weekend and he will come to me on Tuesday again.

My speeds have improved but I will check the consistency over this weekend. (Won't get happy too quick)

It's not often that one receives service of this nature - so thank you and in particular a big thank you to Heren Maharaj (Cell C technician) !

Now I'm just waiting for the VM price drop ;)
 
Geezo, didn't know they came out to check signal strenghts... usually they just tell u .. that your area has only GPRS or whatever..

Bigup to VM/Cell-C
 
Improvements on service in South Africa. :D Looks like Gerald is doing a good job so far. :)
 
SlowInternet said:
About 2 weeks ago I emailed Gerald complaining 'bout my slow speed on VM. He replied the next morning and 2 hours later (to my surprise :eek: )I received a call from Cell C advising that they will be sending a technician out to my place. The tech phoned me about an hour later and made an appointment. He pitched up at my place and spend about 90 minutes doing some tests and checking my PC and cellphone.

He said that he will check the towers in my area as well. During the past 2 weeks he came to my place 3 times checking equipment and making suggestions and he also phoned me every 2nd day to check on the speeds. He has made some changes to the tower on Wednesday night and asked me to monitor my speeds over the long weekend and he will come to me on Tuesday again.

My speeds have improved but I will check the consistency over this weekend. (Won't get happy too quick)

It's not often that one receives service of this nature - so thank you and in particular a big thank you to Heren Maharaj (Cell C technician) !

Now I'm just waiting for the VM price drop ;)
Click to expand...
I'm shocked. I've heard zilch from anybody.

I would be grateful if you would forward any contact details for Cell-C. It looks like I'm going to have to be Gerald myself.:rolleyes: :rolleyes: :rolleyes: :rolleyes: Only way to get it done.
 
SlowInternet said:
About 2 weeks ago I emailed Gerald complaining 'bout my slow speed on VM. He replied the next morning and 2 hours later (to my surprise :eek: )I received a call from Cell C advising that they will be sending a technician out to my place. The tech phoned me about an hour later and made an appointment. He pitched up at my place and spend about 90 minutes doing some tests and checking my PC and cellphone.

He said that he will check the towers in my area as well. During the past 2 weeks he came to my place 3 times checking equipment and making suggestions and he also phoned me every 2nd day to check on the speeds. He has made some changes to the tower on Wednesday night and asked me to monitor my speeds over the long weekend and he will come to me on Tuesday again.

My speeds have improved but I will check the consistency over this weekend. (Won't get happy too quick)

It's not often that one receives service of this nature - so thank you and in particular a big thank you to Heren Maharaj (Cell C technician) !

Now I'm just waiting for the VM price drop ;)
Click to expand...


You're lucky i was promised 6 weeks ago that the techie would come to me in Cape Town but seems he got lost. It's actually annoying when you're told that they will be coming and nothing transpires and i'm still using VM
 
SlowInternet said:
About 2 weeks ago I emailed Gerald complaining 'bout my slow speed on VM. He replied the next morning and 2 hours later (to my surprise :eek: )I received a call from Cell C advising that they will be sending a technician out to my place. The tech phoned me about an hour later and made an appointment. He pitched up at my place and spend about 90 minutes doing some tests and checking my PC and cellphone.

He said that he will check the towers in my area as well. During the past 2 weeks he came to my place 3 times checking equipment and making suggestions and he also phoned me every 2nd day to check on the speeds. He has made some changes to the tower on Wednesday night and asked me to monitor my speeds over the long weekend and he will come to me on Tuesday again.

My speeds have improved but I will check the consistency over this weekend. (Won't get happy too quick)

It's not often that one receives service of this nature - so thank you and in particular a big thank you to Heren Maharaj (Cell C technician) !

Now I'm just waiting for the VM price drop ;)
Click to expand...

You were lucky ....... all I got was a spiky haired female with a Nokia 6630, thinking that NetMonitor has all the answers.

Have not received any meaningful feedback .......... and unfortunately an e-mail saying "we will look into it does not qualify"

Fact is I am not going to call their call centre as it brings out the worst in my people skills.
 
MyDraadloos, Everyone

I do apologise for the support experience you have had, especially post the discussion over the phone (MyDraadloos).

I will escalate the matter again, and attempt to get more urgent attention.

We have unfortunately /fortunately put a new process in place for troubleshooting cases before site visits come up (on several occassions the issue could have been solved remotely). When an engineer gets to the site, they are better prepared to resolve first time around.

As always, if you have been promised a site visit and this has not happened please do contact me.
In the interim I will scan the open tickets.

Kindest Regards,

Gerald.

[email protected]
 
GTVM said:
MyDraadloos, Everyone

I do apologise for the support experience you have had, especially post the discussion over the phone (MyDraadloos).

I will escalate the matter again, and attempt to get more urgent attention.

We have unfortunately /fortunately put a new process in place for troubleshooting cases before site visits come up (on several occassions the issue could have been solved remotely). When an engineer gets to the site, they are better prepared to resolve first time around.

As always, if you have been promised a site visit and this has not happened please do contact me.
In the interim I will scan the open tickets.

Kindest Regards,

Gerald.

[email protected]
Click to expand...

1) Missing airtime / billing query. No feedback. Even the "bribe" did not materialise.

2) Network stability, disconnects and throughput. No feedback. Only a untrained female "engineer" that tested signal strength. Not related to my query as I never said anything about signal strength.

3) 2nd SIM in yet another datacard is blocked, because I have not given any money to Virgin in 3-months time ..... even though there is sufficient airtime left for a month's worth of "medium" use.
 
MyDraadloos,

I believe we have addressed your points 2 & 3 already with Rugan, and to correct you on point 1, you were credited with R100.

Regards,

Gerald.

MyDraadloos said:
1) Missing airtime / billing query. No feedback. Even the "bribe" did not materialise.

2) Network stability, disconnects and throughput. No feedback. Only a untrained female "engineer" that tested signal strength. Not related to my query as I never said anything about signal strength.

3) 2nd SIM in yet another datacard is blocked, because I have not given any money to Virgin in 3-months time ..... even though there is sufficient airtime left for a month's worth of "medium" use.
Click to expand...
 
GTVM said:
MyDraadloos,

I believe we have addressed your points 2 & 3 already with Rugan, and to correct you on point 1, you were credited with R100.

Regards,

Gerald.
Click to expand...

1) I burn through airtime so fast I would not even have noticed ..... there was never any explanation of what had happened.

You're billing engine only works correctly as long as the network is stable. When the network fails the customers start paying for things they never received.

2) Is unresolved, with no useful feedback or positive outlook. I still get between 6 & 12 disconnects per day ....... on some days more. At certain times of the days the service is unusable.

3) I sorted this out myself by paying the airtime "ransom". If I have to give Virgin money at least every 90-days then you're prepaid is starting to sound like a quarterly contract.
 
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