Poor Services

Hi, I`m still waiting for feedback for the below mentioned complaint????

Please escalate it to your senior management,

---------- Forwarded message --------- From: Marina de la Harpe - Deysel <***> Date: Mon, 26 Sept 2022 at 11:34 Subject: RE: [EXTERNAL] Re: [EXTERNAL] Re: [EXTERNAL] Re: [EXTERNAL] Fwd: Ref: ISP-887079/ emailaddress: ***, contact number: *** To: Johan Rowan Jacobs <***>, Elmar Deysel <***> Cc: Amanda Mabaso <***>

Hi,

@Elmar Deysel Please can you assist with the below?

Thank you,

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From: Johan Rowan Jacobs <***> Sent: Monday, 26 September 2022 08:53 To: Marina de la Harpe - Deysel <***> Cc: Elmar Deysel <***>; Amanda Mabaso <***> Subject: [EXTERNAL] Re: [EXTERNAL] Re: [EXTERNAL] Re: [EXTERNAL] Fwd: Ref: ISP-887079/ emailaddress: ***, contact number: ***

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Good Day Marina,

Thank You for your explanation, but

I believe that my request was clear, My request was that I wanted the cable under the ground, the message was sent to Britelink and your company agreed to do it without requesting if it is concrete or not, I believe that your company is very long in this business and if a request like this comes through(and I`m sure it wasn't the first request of this nature), you make sure what the request entails, I was going to go with another service provider who quoted me far less than you, when I asked him if he will be able to put it under the ground, he then asked me to sent him a picture and he advised me that he won't be able to do it, I then turned to you who advised me that you will do it according to my satisfaction and how I want it to be done, this statement clearly tells me that you will be able to put it under the ground/the way I wanted to be done, there was no but`s or excetions/additional requests from you, it was your duty/responsibility to request more information/picture, but Britelink failed in doing that, when I reported this matter to Webafrica, I provided them with a picture, I`m not sure if they provided the picture to Vumatel and if Vumatel provided it to you, but the failure is not on my side and I need a resolution to this matter?

Thank You,

Johan Jacobs

On Mon, 26 Sept 2022 at 07:52, Marina de la Harpe - Deysel <***> wrote:

Good morning,

Thank you for your email. The problem is that a standard installation does include trenching, but not concrete cutting. Had I know the whole property was covered in concrete, I could advise on the procedure. We usually either charge the client to cut and reinstate concrete, or we give clients the option to prepare their own route. This means there would have been additional costs either way.

I have copied my manager in as well should you have any additional queries.

Kind regards,

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From: Johan Rowan Jacobs <***> Sent: Monday, 26 September 2022 06:38 To: Marina de la Harpe - Deysel <***>; Information <***> Cc: Amanda Mabaso <***> Subject: [EXTERNAL] Re: [EXTERNAL] Re: [EXTERNAL] Fwd: Ref: ISP-887079/ emailaddress: ***, contact number: ***

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Good Morning Marina,

Hope you are doing well,

Regarding the reported matter/email I`ve sent to you on the 22/09/2022, one of your team was at the premises in the morning of the 23/09/2022, I explained everything to him as well, he took pictures, informed me that he will speak to you and if you can`t resolve the matter then you will escalate it to your superiors,

I would like to know if this matter/complaint had been looked at and what is the way forward?

Thank You,

Johan Jacobs

On Thu, 22 Sept 2022 at 22:11, Johan Rowan Jacobs <***> wrote:

Hi Marina,

Thank you for your response, but

Like I said before, I had to get someone to cover the cable with sand, cement, etc in order for the cable to be protected, I had to pay your company for work they didn't complete(they only had to put the cable under the ground- as agreed), I then had to get someone else and pay him as well, so I've paid a lot of money for this re-installation, much more then the R900 you've quoted me, the least you can do is provide me with a discount on what I paid because this is not my failure,

Will wait to hear from you,

Thank you,

Johan

On Thu, Sep 22, 2022, 18:06 Marina de la Harpe - Deysel <***> wrote:

Thank you for advising, this is not what either of my teams advised. I do apologise for this

I will get a team out tomorrow to get this sorted for you. Will send my maintenance team so I know it gets sorted 100%

Thank you,

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From: Johan Rowan Jacobs <***> Sent: Thursday, 22 September 2022 17:37 To: Marina de la Harpe - Deysel <***> Cc: Amanda Mabaso <***> Subject: [EXTERNAL] Re: [EXTERNAL] Fwd: Ref: ISP-887079/ emailaddress: ***, contact number: ***

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Hi Marina,

Thank you for your response, but

The installation wasn't done according to our satisfaction, we've asked for the fibre to be put under the ground and your office advised that it will be done according to our satisfaction or however we wish for it to be done, when your technician arrived on site he advised us that he can't put it under the ground without the permission from you guys and it's an extra charge if they have to put it under the ground, before I made the payment I made sure that what I requested was allowed or not and you guys said it will be done but your technician didn't do it, I have to pay someone now to cover that cable, why did your company agreed to putting it under the ground but when the technician arrived, he gave us another story?

Johan

On Thu, Sep 22, 2022, 17:16 Marina de la Harpe - Deysel <***> wrote:

Good day,

The reinstall was completed yesterday. I had a team out today to confirm that all was sorted. They just currently have loadshedding until 6pm if I’m not mistaken

Thanks,

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From: Johan Rowan Jacobs <***> Sent: Thursday, 22 September 2022 15:10 To: Marina de la Harpe - Deysel <***> Cc: Amanda Mabaso <***> Subject: [EXTERNAL] Fwd: Ref: ISP-887079/ emailaddress: ***, contact number: ***

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Good Day Marina,

Hope you are doing well,

I believed that Amanda refer the below complaint to you, but I haven't received any feedback yet,

Please advise accordingly?

Thank You,

Johan Jacobs

---------- Forwarded message --------- From: Johan Rowan Jacobs <***> Date: Wed, 21 Sept 2022 at 17:33 Subject: Re: Ref: ISP-887079/ emailaddress: ***, contact number: *** To: Amanda Mabaso <***>

Hi Amanda,

The technicians were at the premises earlier today, I'm at work so my wife phoned me and advise me that the technician told her that they can't put the fibre under the ground, I then spoke to the guy(technician) over the phone and advised him what I've asked you and that his company agreed to my request, he then said that if they have to put the cable under the ground then there would be an extra charge and he didn't get permission to put it under the ground, I advised him to put it as he sees fit, because I'm not going to sent emails, wait for replies and investigations, etc, we are already without fibre for almost a week now and it's going to delay the process further, I'm really dissapointed because I wanted that fibre cable under the ground, if that cable gets damaged then who will be responsible for the charges, if they informed me/you that they couldn't do it then I could've made another plan to get someone to open up before they came to do the re-installation, why did they agreed to putting it under the ground if they knew it won't be done, they can't agree to something and not made good on what they agreed on, they've charge me a lot of money(R900) for the re-installation and I demand that they go back and put that cable under the ground,

Please escalate this matter to the management/CEO of Britelink MCT in order for the cable to be put under the ground or they should give me a discount on the amount they've charged me, because they haven't done what they agreed to/promised they will do,

Will wait to hear from you,

Thank you,

Johan Jacobs

On Wed, Sep 21, 2022, 12:37 Johan Rowan Jacobs <***> wrote:

Thank you very much,

Johan

On Wed, Sep 21, 2022, 12:22 Amanda Mabaso <***> wrote:

Thank you for the payment, we have forwarded the proof of payment to Britelink, and they will get in touch.

Kind Regards

Amanda

From: Johan Rowan Jacobs <***> Sent: Wednesday, 21 September 2022 12:10 To: Amanda Mabaso <***> Subject: Re: Ref: ISP-887079/ emailaddress: ***, contact number: ***

Hi Amanda,

Please see attached proof of payment,

Will wait to hear from you,

Thank you,

Johan Jacobs

On Wed, Sep 21, 2022, 11:59 Johan Rowan Jacobs <***> wrote:

Thank you will do, will sent you the proof of payment soon

On Wed, Sep 21, 2022, 11:51 Amanda Mabaso <***> wrote:

Thank you for your response.

Rather do it today, so installation can be scheduled.

Kind Regards

Amanda

From: Johan Rowan Jacobs <***> Sent: Wednesday, 21 September 2022 11:45 To: Amanda Mabaso <***> Subject: Re: Ref: ISP-887079/ emailaddress: ***, contact number: ***

Hi Amanda,

Thank you very much for the update/information,

As soon as the cancellation has been confirmed(either today or tomorrow) then I'll make the payment for the re-installation or can I do it today or would it best to wait until tomorrow?

Thank you,

Johan Jacobs

On Wed, Sep 21, 2022, 11:26 Amanda Mabaso <***> wrote:

Good day Johan

Our installations team has reverted, and they confirmed that they will do the installation to your satisfaction or however you wish for it to be done.

Kind Regards

Amanda

From: Johan Rowan Jacobs <***> Sent: Wednesday, 21 September 2022 10:12 To: Amanda Mabaso <***> Subject: Re: Ref: ISP-887079/ emailaddress: ***, contact number: ***

Thank you for the response Amanda,

Will wait to hear from you guys,

Johan

On Wed, Sep 21, 2022, 09:56 Amanda Mabaso <***> wrote:

Good day Johan

We have enquired about your request to our installations team, and we will revert once they advise.

Kind Regards

Amanda