UNHAPPY WITH YOUR SERVICES, PROFESSIONALISM AND TURNAROUND TIME

To whom it may concern,

We were made aware on 21st June 2022 through an inquiry we did, that the internet services for the entire complex are down due to technical issues, however, the expected time to resolve the issue was not communicated. On Thursday, 23rd June 2022, we made a follow-up as no updated correspondence whatsoever was received from you. We were then informed that the technical issue has been resolved, but we still could not connect as there was a red light flashing on our router. A ticket was then opened for a technician to come to our house to attend to the issue.

On Monday, 27th June we made a follow-up as no one came to our house. We called the call center and spoke to various people. I could remember speaking with Craig, a lady, and Thuto all from the technical department, who advised me that the matter has been escalated and that a technician will come to our house tomorrow (28th June 2022) and the technician will call an hour prior to arriving. Today Tuesday, 28th June, I called the call center in the morning at 8:27 to confirm that someone is coming to my house. I called again at 2:48 PM to remind you that the day is almost over and I still have not received any call from anyone. Thuto from the call center called the maintenance technician while I waited on the call and informed me that the technician has confirmed coming to my house today since I'm on his schedule for today. This is now 7 days without internet.

At 16:11 I called again to follow up as I could see that the day is almost over while I'm still patiently waiting for this golden call from a technician. I spoke to Craig who informed me that the technician is no longer coming today, only tomorrow. And, I must remember that escalation takes up to 72 hours to be resolved. NONSENSE! At this point, I can definitely deduce that I'm getting frustrated. Craig even prevented me from speaking to the floor supervisor, HONESTLY! SIR, I'M AN UNHAPPY CUSTOMER, DON'T SEE THAT?

Despite the various follow-up calls I did, after 7 days without internet, Accelerit, has not seen a single reason nor an opportunity to apologize for the inconvenience it has caused in the last 7 days.

We use this internet to do our work and in the absence of it, we have to make alternative arrangements and purchase data from funds not budgeted, for us to be able to work for in the last 7 days. I'm pretty sure that you will also not see the reason to deduct from the upcoming invoice, the 1 week we stayed without internet. INTERESTING BUT NOT SHOCKED.

I'm very disappointed in the manner Accelerit handle my matter, with a lack of sympathy, professionalism, and even to a point of lying to me and avoiding me to speak to a supervisor. I'M A CUSTOMER IN GOOD STANDING WITH YOUR ACCOUNT AND I DESERVE TO BE TREATED AS SUCH AS I'M NOT GETTING YOUR SERVICES FOR FREE!

I'M REALLY NOT INTERESTED IN THIS MEDIOCRITY OF SERVICE FROM ACCELERIT. It is unbelievable to know that this is a private company that should strive for better service to its customers. This type of service is expected from Government institutions at large. PLEASE CONSIDER DEDUCTING FROM YOUR INVOICE, THE 1 WEEK I HAD WITHOUT INTERNET.

I trust this communication reaches at least, someone who can at least see what I mean.