{"id":157729,"date":"2016-03-30T11:04:09","date_gmt":"2016-03-30T09:04:09","guid":{"rendered":"http:\/\/mybroadband.co.za\/news\/?p=157729"},"modified":"2016-03-31T16:42:38","modified_gmt":"2016-03-31T14:42:38","slug":"mobile-operators-tested-best-and-worst-email-support","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/cellular\/157729-mobile-operators-tested-best-and-worst-email-support.html","title":{"rendered":"Mobile operators tested: Best and worst email support"},"content":{"rendered":"

MyBroadband recently tested the email support of Vodacom, MTN, Cell C, and Telkom, and the results were mostly encouraging.<\/p>\n

To test the companies\u2019 email support, MyBroadband mailed a simple technical question about network issues to the operators on 7 March 2016.<\/p>\n

Here are the results from MyBroadband\u2019s email support tests.<\/p>\n

\n

Vodacom \u2013 responded within 37 minutes<\/h3>\n

\"Vodacom<\/a><\/p>\n

We completed an online form on the Vodacom website at 11:37, after which the company sent an auto-generated email asking for additional information.<\/p>\n

After responding to the system-generated email, a Vodacom helpdesk agent called us 37 minutes later. The call was followed up by an email confirming that the issue was resolved.<\/p>\n

\n

Telkom \u2013 responded within 3 hours 54 minutes<\/h3>\n

\"Telkom<\/p>\n

MyBroadband contacted Telkom via its website by completing an online form at 11:46.<\/p>\n

The company provided feedback by 15:40 –\u00a0a response time of within 4 hours.<\/p>\n

\n

MTN \u2013 responded within 4 hours 3 minutes<\/h3>\n

\"MTN<\/p>\n

MyBroadband contacted MTN by sending an email to the address customercare@mtn.co.za at 11:39.<\/p>\n

The company provided feedback by 15:42 \u2013 a response time of\u00a04 hours and 3 minutes.<\/p>\n

\n

Cell C \u2013 no response within 24 hours<\/h3>\n

\"Cell<\/a><\/p>\n

MyBroadband contacted Cell C via its website by completing an online form at 11:45.<\/p>\n

There was no feedback from Cell C after the form was completed.<\/p>\n

Cell C responds<\/h3>\n

Cell C regrets that customers that attempted to send queries via our website email form may not have been attended to.<\/p>\n

Since Cell C was made aware of the issue, an investigation established intermittent problems with email services connected to our new website. Our technical team has worked around the clock to correct the matter and our customer care team are working through the backlog of customers that were affected by this issue. Cell C will provide those customers with priority service.<\/p>\n

One of the key focus areas for Cell C is customer service and we are disappointed that this incident took place. Fortunately, the fault has been identified and corrected. We will continue to provide the best possible service to our customer base and our many successes are testament to Cell C\u2019s commitment. Cell C\u2019s use of social customer care is continually being recognised in the top 5 socially devoted companies on the \u201cSocialbakers\u201d report across all industries in South Africa. We also actively engaged with HelloPeter where Cell C achieved the number one position in 2015 for companies converting customer complaints to compliments.<\/p>\n

We want to apologise sincerely for any inconvenience our customers may have experienced and appreciate the continued feedback from customers that will assist us in improving our systems. Cell C remains committed to service excellence.<\/p><\/blockquote>\n

\n

More cellular news<\/h3>\n

How much money MTN makes in each country<\/a><\/strong><\/p>\n

MTN profit plunges 51% amid Nigeria fine<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

MyBroadband has tested the email support of South Africa\u2019s mobile operators, and the results should be of concern to one of the companies.<\/p>\n","protected":false},"author":23,"featured_media":128746,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[14],"tags":[355,35,42,109,41],"class_list":["post-157729","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cellular","tag-cell-c","tag-headline","tag-mtn","tag-telkom","tag-vodacom"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/157729"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=157729"}],"version-history":[{"count":2,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/157729\/revisions"}],"predecessor-version":[{"id":157875,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/157729\/revisions\/157875"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/128746"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=157729"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=157729"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=157729"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}