Extremely Disappointing Service Experience with Axxes and DnaTel

I am writing this review to express my deep disappointment and frustration regarding the service experience my family and I have endured with Axxes and DnaTel in recent weeks.

Beginning on 18 March 2024, we experienced a complete loss of internet connection due to a faulty cable that was strangely torn from inside a PVC pipe tube. This issue persisted for a total of two weeks until 2 April 2024, significantly impacting our daily lives, work, and our three school-aged children during their holiday break.

Despite numerous attempts to seek assistance from Axxes, we were met with a series of challenges and unprofessional behavior. The call center agents we interacted with displayed a lack of empathy, with many being rude and disinterested in helping resolve the situation. Only on two occasions did we encounter consultants who showed sincerity and remorse for the lack of communication and updates from Axxes.

Both Axxes and DnaTel played the blame game, each pointing fingers at the other for the delay in resolving the issue. This passing of blame back and forth between the two companies was not only unprofessional but also greatly frustrating for us as customers.

Technicians from Axxes finally arrived on 20 March to assess the damages, but failed to provide reassurance or an estimated timeframe for the resolution. It was not until 2 April 2024 that technicians returned to address the issue, after two long weeks of being without internet access.

The lack of urgency, empathy, and clear communication from Axxes throughout this ordeal has left us with a deeply unsatisfactory service experience. Despite our prompt payment and loyalty as customers, we were treated with indifference and a lack of accountability by both Axxes and DnaTel.

In conclusion, I must say that the overall service provided by Axxes has been extremely poor, and I would not recommend using DnaTel as a network provider based on our experience. The lack of ownership, accountability, and professionalism demonstrated by both companies during this incident is unacceptable.

I sincerely hope that this email serves as a constructive feedback for improvement in the customer service practices of Axxes and DnaTel. We trust that steps will be taken to prevent similar incidents in the future and to ensure that customers are treated with the respect and urgency they deserve.

I look forward to a prompt resolution and improved service standards from both Axxes and DnaTel.