Sign up with GoogleI strongly urge anybody considering Neotel to use an alternate provider.
I had a NeoBroadband line installed in my new office on Thursday, I was not at the office but the technicians assured me everything was up and running.
On monday when I went to the office to check the line it was not working. I did some basic troubleshooting myself before phoning the call center. The call center had me run through some extra troubleshooting steps but they could not get it working. I asked for them to send a technician out and was put on hold and then the line went dead.
I called back, and had to go through the same trouble shooting, even though I told them I had just done that. I use the Neotel phone service and the lines are so bad you can hardly hear what people are saying. Can you guess what happened just as I was asking for a technician, the line went dead.
I called a third time and when I refused to go through the trouble shooting again I was told that if they called a technician out and the problem could have been solved over the phone there would be a call out fee. I asked to be put through to a manager and was put on hold. After 10 min of waiting for a manager I was told that the manager was on another call, when I asked to be put through to the managers manager the operator just started saying "From our side we are trying to sort out your problem". When I asked what the highest managers name was the answer was "From our side we are trying to sort out your problem". This was the answer at least 10 time to the question of what the top managers name was. At this point I was not calm at all. I was told by the operator that the manager would call me back.
I waited half an hour and the manager I was waiting for (Edward) had not called me back. I called again and asked to speak to Edward and was told that he had gone home. This time the operator was very helpful and pleasant and even though they did make me go through all the same troubleshooting they seemed to get further. But we eventually got to a point where he needed to find some information and said he would call back, I waited 2 hours and then went home. An entire afternoon wasted.
This morning when I phoned the only note made against may account was that I wanted to talk to a manager. and when I was holding for a manager the line went dead.
My questions for Neotel are
1. Why do I have to get upset before my issue is escalated to someone that can help.
2. Why would I continue with your service that is substandard when other options are available.
Again, if at all possible I strongly urge any customer considering Neotel to use an alternate provider.
I had a NeoBroadband line installed in my new office on Thursday, I was not at the office but the technicians assured me everything was up and running.
On monday when I went to the office to check the line it was not working. I did some basic troubleshooting myself before phoning the call center. The call center had me run through some extra troubleshooting steps but they could not get it working. I asked for them to send a technician out and was put on hold and then the line went dead.
I called back, and had to go through the same trouble shooting, even though I told them I had just done that. I use the Neotel phone service and the lines are so bad you can hardly hear what people are saying. Can you guess what happened just as I was asking for a technician, the line went dead.
I called a third time and when I refused to go through the trouble shooting again I was told that if they called a technician out and the problem could have been solved over the phone there would be a call out fee. I asked to be put through to a manager and was put on hold. After 10 min of waiting for a manager I was told that the manager was on another call, when I asked to be put through to the managers manager the operator just started saying "From our side we are trying to sort out your problem". When I asked what the highest managers name was the answer was "From our side we are trying to sort out your problem". This was the answer at least 10 time to the question of what the top managers name was. At this point I was not calm at all. I was told by the operator that the manager would call me back.
I waited half an hour and the manager I was waiting for (Edward) had not called me back. I called again and asked to speak to Edward and was told that he had gone home. This time the operator was very helpful and pleasant and even though they did make me go through all the same troubleshooting they seemed to get further. But we eventually got to a point where he needed to find some information and said he would call back, I waited 2 hours and then went home. An entire afternoon wasted.
This morning when I phoned the only note made against may account was that I wanted to talk to a manager. and when I was holding for a manager the line went dead.
My questions for Neotel are
1. Why do I have to get upset before my issue is escalated to someone that can help.
2. Why would I continue with your service that is substandard when other options are available.
Again, if at all possible I strongly urge any customer considering Neotel to use an alternate provider.