Extremely Bad Service

Two weeks back I bought a WIFI route at Accelerit.

I needed to use the router urgently as I work from home with meetings throughout my day. I bought the router on a Monday and picked up on a Wednesday. When I got home I tried to install the router following the instructions written in the user manual. I did not succeed, I gave up and decided to call my neighbour who is in the IT space to assist me. My neighbour tried for a good 45 minutes and it didn't work for him as well.

I then sent an email (email 1) to accelerit and informed them of the issue. They didn't respond. I sent a follow up no response. Eventually on Tuesday the following day a technician called me. After an hour being on the phone we seem to have found solution and the router was working. I thought I had won. Little to my surprise the following day the router didn't work again. I called the same technician he told me he is not at the office I must call the office line. I spend a good hour trying to reach the office line and when I eventually did, a guy failed to assist me on the phone. He told me there's someting wrong with my devices. Bear in mind I tried on three devices (iphone, tablet and a laptop) what could have been the chances that all my devices are wrong. I decided to take the thing to their offices. I was assisted by Mathapelo who is supposedly the Technical Manager. She took the routers and confirmed to me that they are working and i won't have problems when I got home. I got home the first router was working but the extender was not. This was Thursday 11th March. This is now after I had missed my meetings for the afternoon trying to make sure that I at least get the thing resolved. I tried to reach them by emails and phones with no luck. Still at this moment I haven't been successful on reaching them out.

1) They don't answer emails on time 2) They are not even professional and addressing the concerns when they finally answer except a one line sentence saying we will resolve the matter 3) When I went to the office, staff members were on their phones texting, walking up and down whispering on each other’s ears literally while customer calls are flooding on the TV screen with only very few members who were attending to the calls. Makes so much sense why customers never get hold of them via the phone.