Taking time to understand your customer's needs

I recently moved from one city to another. I was interested in fibre internet at home. Our area was not yet covered by fibre. A family member recommended that I use Axxess because of their flexible product options and good service. I spoke to an agent who advised that I go for a mobile option and then switch to fibre as soon as it becomes available which at the time was estimated to be less than 6 months away. Now, less than 6 months later, our area is covered by fibre. Upon calling Axxess I was told that I will have to pay another R3,000+ in order to activate and sign up for fibre - this is in addition to the almost R3,000 I had to pay to go mobile not very long ago. When I initially contacted Axxess I was advised to go the mobile route first and then simply switch to fibre when the time comes. At no point was any mention made of another R3,000 plus cost to switch from mobile to fibre. Naturally I was disappointed. When I tried to explain this to the Axxess representative the response I received was very disappointing - she kept on telling me what I could read on the internet. She also kept on arguing with me that the fibre activation did not represent a switching cost - hence she completely missed the point I was trying to make. I am also sorry to say that she came across as irritable and it did not seem as though she was very interested in understanding my situation and how they could potentially help me. It seems to me that Axxess was only interested in making money from me instead of selling me a solution that will serve both their and my interests. Very disappointing indeed! I will now look to switch to another ISP as soon as possible.