Pathetic Customer Service

<p>Between 30 July and 01 October, I dealt with AlwaysOn no less than 5 times asking for assistance. I sent 4 emails to ask for assistance with migrating from FNB Connect to AlwaysOn. After my 3rd email, a customer service representative called to ask if my query had been resolved. I advised not. I was then asked if I was satisfied with the assistance. Clearly staff are not trained to follow a script rather than listen to the customer. I stressed that I had not been helped. The consultant said he would get someone to call me. A week and a half later, nobody had. I sent my 4th email in mid-September, via the online contact form, asking for assistance. Nobody responded until sometime on Saturday, 01 October when a customer service consultant called me to ask why I had not updated my billing details. I explained that, had someone bothered to contact me after 4 queries, I would have sorted my billing details happily. I advised that I was upset with your lack of customer service and had already made enquiries with alternate Internet Service Providers. I was then asked if my service should be cancelled seeing as how I am not interested in being with AlwaysOn. I got angry and told the lady to ask a manager to call me. Again, nobody bothered. So, on 07 October, I cancelled my service with AlwaysOn and moved to another service provider immediately. The only time I received any service from AlwaysOn was when I cancelled my service. Diaba from the call centre assisted me flawlessly with the cancellation, did not ask why I was cancelling, did not offer any sort of restitution for the previously bad service (which she probably did not know/care about), no offer to stay on as a customer or anything else. She processed my cancellation and bid me a bored, good day. Considering the lack of service, the weak internet connectivity and the disinterested service from the call centre on the 3 times I engaged with them, I'm surprised it took me this long to cancel. Needless to say my new service provider allowed me to order their ADSL online, sent me an sms confirmation and had me connected to the internet in under 5 minutes. Not only will I not recommend AlwaysOn, but I will actively discourage people from signing up with AlwaysOn. In fact I would rather punt my current service provider, whom I was previously with from March 2008 to December 2015 until I cancelled in favour of FNB Connect. Less than a year later, I am back with them and ever so happy</p>