VM customer ‘over the moon’

Very nicely done. Cant wait for my Voda contact to expire so I can switch
 
“We have contacted Mr. Le Roux today and we have explained that due to us not living up to our service reputation, along with our most sincere apologies we are writing off the outstanding amount of R700+. He will also be receiving his bills on time, as well as debits taking place on time – he has requested; and will receive written confirmation of the details relating to the billing of his account. I believe that the customer ‘was over the moon’,” said Terblanche.
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I've spoken to Gerald Terblanche and his henchmen. Either he is the most reformed character since Pik Botha or he is a skilled spin-doctor. I never got so much as a hint of an apology from him when he finally graced me with a phone call. In fact he said if I don't like the way he does business, "I can go elsewhere."
Perhaps he took my 'advice'. Either way, one happy customer is better than none.
 
I'm on VM and they are great. The best part is their helpdesk - you just go straight through to an agent and don't have to trawl through 300 levels of interactive menus.

The only thing I don't like is having to pay for itemised billing. My statement is emailed to me in a secure format, and it' got all the details summarised for me. However, if I want an itemised bill I need to send them an email and they bill me R17 odd for the list.

Seriously, it's not R17's worth of work to yank a call list out of a database.

But other than that, I've been with them for 4 months and have had nothing but great service.
 
exactly the same as me.
I signed up.. never got billed time after time then i started to get billed but only received 1 invoice. canceled in dec and received an invoice saying that i owe R0... this month they have decided to start billing me again. I will be going to the press on this issue. they are totally useless.
 
lukev said:
The only thing I don't like is having to pay for itemised billing. My statement is emailed to me in a secure format, and it' got all the details summarised for me. However, if I want an itemised bill I need to send them an email and they bill me R17 odd for the list.
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You have to pay for itemised billing on all networks. The others don't give you the only when you want option AFAIK.
 
Getting there...

Hi Skeptic,
Asking customers to go elsewhere is certainly not one of our practices, I am keen to put the matter right - would you be able to contact me so that I can review the advice which you had passed on?
I am glad that our actions and service are coming into line with your expectations, but rather than leave you with a poor taste in your mouth regarding your specific matter, would you allow us the opportunity to revisit the issue?

If you still have my contact details please feel free to use them at any point or alternately I can be contacted on 0741000123, I am not always around to receive calls but make certain I return them, apologies in advance for any delay, I will be away for a few days, but will look in on emails from time to time.

Regards,

Gerald.
 
GTVM said:
Hi Skeptic,
Asking customers to go elsewhere is certainly not one of our practices, I am keen to put the matter right - would you be able to contact me so that I can review the advice which you had passed on?
I am glad that our actions and service are coming into line with your expectations, but rather than leave you with a poor taste in your mouth regarding your specific matter, would you allow us the opportunity to revisit the issue?

If you still have my contact details please feel free to use them at any point or alternately I can be contacted on 0741000123, I am not always around to receive calls but make certain I return them, apologies in advance for any delay, I will be away for a few days, but will look in on emails from time to time.

Regards,

Gerald.
Click to expand...

Does this mean VM's getting a forum rep? :D
 
I can only say WOW! Well this sort of treatment is unfamiliar around here. We have gotten used to being treated like &(*%% for lack of better word. Service providers have come to expect us to give them our money, whether they delivered or not. If one has an issue to pick up with them, they make sure they frustrate you by sending you from pillar to post in order for one to give up. This $h!t is going to change soon... Well done VM, show these barbarians how things ought to be done.
 
Forum rep...

Hi Syndyre,

I agree it will certainly be worthwhile to have someone from VM on here full time.

I hope you guys will allow us some to time to get the right person for the job on here...watch this space.

In the interim we are happy to service any of our customers or potential customers via the existing communication channels we already use, but lhaving said that, we look forward to being able to do so on a regular basis using this forum as well in the near future.

Regards,

Gerald.
 
GTVM said:
Hi Syndyre,

I agree it will certainly be worthwhile to have someone from VM on here full time.

I hope you guys will allow us some to time to get the right person for the job on here...watch this space.

In the interim we are happy to service any of our customers or potential customers via the existing communication channels we already use, but lhaving said that, we look forward to being able to do so on a regular basis using this forum as well in the near future.

Regards,

Gerald.
Click to expand...

Ok thanks, can you comment on whether Virgin is likely to be introducing 3G anytime soon?
 
Well Im hopefully gonna give VM a shot and port to them for a few months and I personally would love it if you guys had a rep here. If you're serious about competing with VC and MTN then getting a rep on here should be a priority. BTW well done on how you handled the situation, it definitely is surprising but refreshing nonetheless..:)
 
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