Non-existent Support

Item: Amobia Communications
Rating: 1

I'm a firm supporter of business growth in SA, especially with the smaller companies busy starting up or that have been operating for only a few years. I'm always patient and understanding when it comes to customer service, as I know at times the workload can become overwhelming - I do not appreciate it when clients' patience are taken advantage of in any shape or form... With that being said I want to have faith in Amobia as a successfull business, BUT you cannot have a business that lack competency in the most crucial of areas - After sales customer support! My experience with this companies' support team has been utterly shameful, below are a few things I had to face: 1. For weeks/months I've had to pay the full price for a connection that only worked at 50% throughput, it took me multiple calls (at my own expense, for extended periods at a time) not to mention the horde of emails I had to send. - Finally after almost invloving the ombudsman and my lawyer did things get better. Don't worry the customer support experience soon degraded into pretty much nothing... 2. There is no sense of urgency or priority here. I fully understand every client is the most important and will always claim to be an urgent outage... When I have an outage (No connection) and phone support only to hear: "I cannot give you an ETA, your internet connectivity should be restored by tomorrow..." Thats just insane... 3. In the past week or so I was forced to contact their support team (Although I didn't want to!). The engineer claimed he is extremely busy and the only one in the office, with no one available to assist him (not even remotely)... Which I don't understand is possible in this day and age, but anyway lets proceed... He then asked me politely to hold on while he was looking into my problem (remember I called him at my expense from a cellphone), I then agreed, sat back while he went off to do his thing. He didn't mute the call I was holding and I could hear everything he did and said, at this point I hear the phones ring and him answer the call. He then continued to speak with another customer on the phone for 15minutes while I was just sitting there listening in on their chatter... After confronting him, he avaded giving me a reason for this... Businesses cannot thrive only with onboarding new clients with low prices and claims of excellent service, you have and most likely will lose many clients by lieing to them. Word will spread and your reputation will be destroyed if you don't cater to all areas of positive business growth. 3. I'm now yet again sitting here, not being able to do most of my operations due to useless connectivity. I attempted to call their support team roughly 3 or so times now, each holding for around 10minutes with no answer. I then left mutliple voicemails (last one around 40minutes ago) and sent an support request email. Guess what?! no answer! no response! nothing! For one moment lets define an ISP: Internet Service Provider Now what do they offer?? Internet: Working 75% of the time... Service: Non-existent, probably a worse experience than registering a vehicle at a traffic department. Provider: Only thing I'm getting is frustration and a large phone bill. Amobia, the ball is in your court now - Resolve my issues, respond to my calls/email or you'll hear from my lawyer. PS. I believe you guys can be a great success, just focus on you customers more!

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