IH
Ilze H
1 reviews | Active since Mar 2020
04 Jun 2021, 16:14
As always Bitco under deliver
So Bitco at it again. Logged a call on Teusday night. Took them 4 days to realize the rooter is faulty. Only to let us know they are only replacing it on Monday. So no internet for 4 days plus no internet on the weekend. We work from home. Our device needs internet. We can't even watch TV. Thank you Bitco great service as always. Cant wait to sit and do nothing this weekend. (Let me just explain this to Bitco as they do not understand sarcastic remarks : client not happy!!!)
Helpful (0)
Replies (15)0
Replies (15)
BitCo's replyOfficial
04 Jun 2021, 17:02Dear Ilze,
Thank you for your mail.
I am currently looking into this and feedback will be provided as soon as possible.
Please accept my sincerest apologies for the inconvenience caused.
Kind Regards
Aricia
Thank you for your mail.
I am currently looking into this and feedback will be provided as soon as possible.
Please accept my sincerest apologies for the inconvenience caused.
Kind Regards
Aricia
BitCo's reply04 Jun 2021, 17:02
Official
Dear Ilze,
Thank you for your mail.
I am currently looking into this and feedback will be provided as soon as possible.
Please accept my sincerest apologies for the inconvenience caused.
Kind Regards
Aricia
Thank you for your mail.
I am currently looking into this and feedback will be provided as soon as possible.
Please accept my sincerest apologies for the inconvenience caused.
Kind Regards
Aricia
IH
Ilze H's updateReviewer Update
04 Jun 2021, 17:17Hi Aricia,
I do not accept this at all. We pay R1500 a month to struggle like this. You reply it automatic and helps me with nothing as I am still without internet. The last time I had to change my Hello Peter complaint after you guys helped me bc it looks bad for the company. It wont happen this time. BitCo is very quickly to take money but not fix the problem. The only way this will be changed if I have internet before the the night is over (I mean 4th June 2021)
I do not accept this at all. We pay R1500 a month to struggle like this. You reply it automatic and helps me with nothing as I am still without internet. The last time I had to change my Hello Peter complaint after you guys helped me bc it looks bad for the company. It wont happen this time. BitCo is very quickly to take money but not fix the problem. The only way this will be changed if I have internet before the the night is over (I mean 4th June 2021)
IH
Ilze H's update04 Jun 2021, 17:17
Reviewer Update
Hi Aricia,
I do not accept this at all. We pay R1500 a month to struggle like this. You reply it automatic and helps me with nothing as I am still without internet. The last time I had to change my Hello Peter complaint after you guys helped me bc it looks bad for the company. It wont happen this time. BitCo is very quickly to take money but not fix the problem. The only way this will be changed if I have internet before the the night is over (I mean 4th June 2021)
I do not accept this at all. We pay R1500 a month to struggle like this. You reply it automatic and helps me with nothing as I am still without internet. The last time I had to change my Hello Peter complaint after you guys helped me bc it looks bad for the company. It wont happen this time. BitCo is very quickly to take money but not fix the problem. The only way this will be changed if I have internet before the the night is over (I mean 4th June 2021)
IH
Ilze H's updateReviewer Update
04 Jun 2021, 18:01No reply yet? Wow great service
IH
Ilze H's update04 Jun 2021, 18:01
Reviewer Update
No reply yet? Wow great service
IH
Ilze H's updateReviewer Update
04 Jun 2021, 18:59Another hour has passed
IH
Ilze H's update04 Jun 2021, 18:59
Reviewer Update
Another hour has passed
BitCo's replyOfficial
07 Jun 2021, 17:03Dear Ilze,
Please accept my sincerest apologies for the delay and the inconvenience caused. The delay was due to our support team scheduling a technician to be at the premises on Saturday morning.
I do believe that the issue has since been resolved.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
Please accept my sincerest apologies for the delay and the inconvenience caused. The delay was due to our support team scheduling a technician to be at the premises on Saturday morning.
I do believe that the issue has since been resolved.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
BitCo's reply07 Jun 2021, 17:03
Official
Dear Ilze,
Please accept my sincerest apologies for the delay and the inconvenience caused. The delay was due to our support team scheduling a technician to be at the premises on Saturday morning.
I do believe that the issue has since been resolved.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
Please accept my sincerest apologies for the delay and the inconvenience caused. The delay was due to our support team scheduling a technician to be at the premises on Saturday morning.
I do believe that the issue has since been resolved.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
IH
Ilze H's updateReviewer Update
08 Jun 2021, 00:34Good Day Aricia,
Thank you I know it is fixed but it wasn't fixed on Saturday when the Technician was here.
Only on Sunday afternoon when I checked out of my own to see if the internet might be right did I see it was fine (but not totally what we are paying for)
So my Question is: Why did it take you until 17:03 On Monday afternoon to let me know it is sorted full day after I had to check myself?
Question two: What was the problem and how are we going to prevent this from happening again?
Hope to hear from you soon
Ilze Herselman
Thank you I know it is fixed but it wasn't fixed on Saturday when the Technician was here.
Only on Sunday afternoon when I checked out of my own to see if the internet might be right did I see it was fine (but not totally what we are paying for)
So my Question is: Why did it take you until 17:03 On Monday afternoon to let me know it is sorted full day after I had to check myself?
Question two: What was the problem and how are we going to prevent this from happening again?
Hope to hear from you soon
Ilze Herselman
IH
Ilze H's update08 Jun 2021, 00:34
Reviewer Update
Good Day Aricia,
Thank you I know it is fixed but it wasn't fixed on Saturday when the Technician was here.
Only on Sunday afternoon when I checked out of my own to see if the internet might be right did I see it was fine (but not totally what we are paying for)
So my Question is: Why did it take you until 17:03 On Monday afternoon to let me know it is sorted full day after I had to check myself?
Question two: What was the problem and how are we going to prevent this from happening again?
Hope to hear from you soon
Ilze Herselman
Thank you I know it is fixed but it wasn't fixed on Saturday when the Technician was here.
Only on Sunday afternoon when I checked out of my own to see if the internet might be right did I see it was fine (but not totally what we are paying for)
So my Question is: Why did it take you until 17:03 On Monday afternoon to let me know it is sorted full day after I had to check myself?
Question two: What was the problem and how are we going to prevent this from happening again?
Hope to hear from you soon
Ilze Herselman
BitCo's replyOfficial
08 Jun 2021, 10:16Good day Ilze,
Thank you so much for taking my call.
As discussed, please accept my sincerest apologies for any inconvenience caused.
The points you have expressed have been duly noted. Please bear in mind that there is no SLA for FTTH as this is a best-effort service. This means that faults can only be lodged with the relevant Upstream Provider between 8 am - 5 pm on Monday to Friday.
We will certainly do our best in ensuring that we provide a better service experience all-round.
Thank you for your patience and understanding in this regard.
Kind regards
Thelma Oliphant
Service Account Manager
Thank you so much for taking my call.
As discussed, please accept my sincerest apologies for any inconvenience caused.
The points you have expressed have been duly noted. Please bear in mind that there is no SLA for FTTH as this is a best-effort service. This means that faults can only be lodged with the relevant Upstream Provider between 8 am - 5 pm on Monday to Friday.
We will certainly do our best in ensuring that we provide a better service experience all-round.
Thank you for your patience and understanding in this regard.
Kind regards
Thelma Oliphant
Service Account Manager
BitCo's reply08 Jun 2021, 10:16
Official
Good day Ilze,
Thank you so much for taking my call.
As discussed, please accept my sincerest apologies for any inconvenience caused.
The points you have expressed have been duly noted. Please bear in mind that there is no SLA for FTTH as this is a best-effort service. This means that faults can only be lodged with the relevant Upstream Provider between 8 am - 5 pm on Monday to Friday.
We will certainly do our best in ensuring that we provide a better service experience all-round.
Thank you for your patience and understanding in this regard.
Kind regards
Thelma Oliphant
Service Account Manager
Thank you so much for taking my call.
As discussed, please accept my sincerest apologies for any inconvenience caused.
The points you have expressed have been duly noted. Please bear in mind that there is no SLA for FTTH as this is a best-effort service. This means that faults can only be lodged with the relevant Upstream Provider between 8 am - 5 pm on Monday to Friday.
We will certainly do our best in ensuring that we provide a better service experience all-round.
Thank you for your patience and understanding in this regard.
Kind regards
Thelma Oliphant
Service Account Manager
IH
Ilze H's updateReviewer Update
21 Jun 2021, 23:29Hi Thelma,
So the problem has pop again, am I going to wait a week again before this is sorted?
So the problem has pop again, am I going to wait a week again before this is sorted?
IH
Ilze H's update21 Jun 2021, 23:29
Reviewer Update
Hi Thelma,
So the problem has pop again, am I going to wait a week again before this is sorted?
So the problem has pop again, am I going to wait a week again before this is sorted?
BitCo's replyOfficial
22 Jun 2021, 08:42Good day Ilze,
Thank you for your email.
Please note that the team is working on it as you have advised on the ticket reference number provided.
Feedback will be provided to you accordingly.
Please accept my sincerest apologies once again, for any inconvenience this may have caused.
Your patience is highly appreciated
Kind regards
Thelma Oliphant
Service Account Manager
Thank you for your email.
Please note that the team is working on it as you have advised on the ticket reference number provided.
Feedback will be provided to you accordingly.
Please accept my sincerest apologies once again, for any inconvenience this may have caused.
Your patience is highly appreciated
Kind regards
Thelma Oliphant
Service Account Manager
BitCo's reply22 Jun 2021, 08:42
Official
Good day Ilze,
Thank you for your email.
Please note that the team is working on it as you have advised on the ticket reference number provided.
Feedback will be provided to you accordingly.
Please accept my sincerest apologies once again, for any inconvenience this may have caused.
Your patience is highly appreciated
Kind regards
Thelma Oliphant
Service Account Manager
Thank you for your email.
Please note that the team is working on it as you have advised on the ticket reference number provided.
Feedback will be provided to you accordingly.
Please accept my sincerest apologies once again, for any inconvenience this may have caused.
Your patience is highly appreciated
Kind regards
Thelma Oliphant
Service Account Manager
BitCo's replyOfficial
22 Jun 2021, 16:48Hi Mr Herselman,
Thank you so much for taking my call.
As discussed, you have confirmed that our support team have assisted in resolving the query as swiftly as possible.
Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist.
Thank you for trusting BitCo!
Kind regards
Thelma Oliphant
Service Account Manager
Thank you so much for taking my call.
As discussed, you have confirmed that our support team have assisted in resolving the query as swiftly as possible.
Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist.
Thank you for trusting BitCo!
Kind regards
Thelma Oliphant
Service Account Manager
BitCo's reply22 Jun 2021, 16:48
Official
Hi Mr Herselman,
Thank you so much for taking my call.
As discussed, you have confirmed that our support team have assisted in resolving the query as swiftly as possible.
Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist.
Thank you for trusting BitCo!
Kind regards
Thelma Oliphant
Service Account Manager
Thank you so much for taking my call.
As discussed, you have confirmed that our support team have assisted in resolving the query as swiftly as possible.
Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist.
Thank you for trusting BitCo!
Kind regards
Thelma Oliphant
Service Account Manager
IH
Ilze H's updateReviewer Update
05 Jul 2021, 17:50Good day.
So "Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist. " means nothing??? My husband emailed you last night which is Sunday evening if you are confused. Where as your response was he needs to log a ticket? So answer me this.... why log a ticket for something that happens every two weeks? Where we still don't know why this is happening? Why waste our time to talk to your call center agents who will tell me to reset my router even though we know that is not the problem?
Why has this not been fixed? Surly a month is enough time to find out why this is happening?
We really need better service from you guys. Even after your little show on hello peter you still not willing to help. IF you can not help get me someone who can.
And yes I am rude and ****ed off as this is happening to often to be reported every time. Fix your problems. And I really need answers or someone that can help me as you seemed not wiling even after you said we can email you when the problem starts again.
Please get your MD or someone who cares about the business to phone me or my husband bc you clearly dont care if you loose a customer.
So "Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist. " means nothing??? My husband emailed you last night which is Sunday evening if you are confused. Where as your response was he needs to log a ticket? So answer me this.... why log a ticket for something that happens every two weeks? Where we still don't know why this is happening? Why waste our time to talk to your call center agents who will tell me to reset my router even though we know that is not the problem?
Why has this not been fixed? Surly a month is enough time to find out why this is happening?
We really need better service from you guys. Even after your little show on hello peter you still not willing to help. IF you can not help get me someone who can.
And yes I am rude and ****ed off as this is happening to often to be reported every time. Fix your problems. And I really need answers or someone that can help me as you seemed not wiling even after you said we can email you when the problem starts again.
Please get your MD or someone who cares about the business to phone me or my husband bc you clearly dont care if you loose a customer.
IH
Ilze H's update05 Jul 2021, 17:50
Reviewer Update
Good day.
So "Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist. " means nothing??? My husband emailed you last night which is Sunday evening if you are confused. Where as your response was he needs to log a ticket? So answer me this.... why log a ticket for something that happens every two weeks? Where we still don't know why this is happening? Why waste our time to talk to your call center agents who will tell me to reset my router even though we know that is not the problem?
Why has this not been fixed? Surly a month is enough time to find out why this is happening?
We really need better service from you guys. Even after your little show on hello peter you still not willing to help. IF you can not help get me someone who can.
And yes I am rude and ****ed off as this is happening to often to be reported every time. Fix your problems. And I really need answers or someone that can help me as you seemed not wiling even after you said we can email you when the problem starts again.
Please get your MD or someone who cares about the business to phone me or my husband bc you clearly dont care if you loose a customer.
So "Please feel free to contact our 24/7 support team or me directly for any further queries, we would be more than happy to assist. " means nothing??? My husband emailed you last night which is Sunday evening if you are confused. Where as your response was he needs to log a ticket? So answer me this.... why log a ticket for something that happens every two weeks? Where we still don't know why this is happening? Why waste our time to talk to your call center agents who will tell me to reset my router even though we know that is not the problem?
Why has this not been fixed? Surly a month is enough time to find out why this is happening?
We really need better service from you guys. Even after your little show on hello peter you still not willing to help. IF you can not help get me someone who can.
And yes I am rude and ****ed off as this is happening to often to be reported every time. Fix your problems. And I really need answers or someone that can help me as you seemed not wiling even after you said we can email you when the problem starts again.
Please get your MD or someone who cares about the business to phone me or my husband bc you clearly dont care if you loose a customer.
BitCo's replyOfficial
05 Jul 2021, 18:21 Dear Ilze,
Thank you for your mail.
I am currently looking into this with our Support team and feedback will be provided as soon as possible
Kind Regards
Roanne
Thank you for your mail.
I am currently looking into this with our Support team and feedback will be provided as soon as possible
Kind Regards
Roanne
BitCo's reply05 Jul 2021, 18:21
Official
Dear Ilze,
Thank you for your mail.
I am currently looking into this with our Support team and feedback will be provided as soon as possible
Kind Regards
Roanne
Thank you for your mail.
I am currently looking into this with our Support team and feedback will be provided as soon as possible
Kind Regards
Roanne
IH
Ilze H's updateReviewer Update
06 Jul 2021, 10:15it is 10:15 am, no one has phoned or sent an email? Is this even been looked at?
IH
Ilze H's update06 Jul 2021, 10:15
Reviewer Update
it is 10:15 am, no one has phoned or sent an email? Is this even been looked at?
BitCo's replyOfficial
06 Jul 2021, 10:48 Dear Ilze,
Thank you for your mail.
Feedback has been provided yesterday evening and a further follow up this morning to the account holder.
Kind Regards
Roanne
Thank you for your mail.
Feedback has been provided yesterday evening and a further follow up this morning to the account holder.
Kind Regards
Roanne
BitCo's reply06 Jul 2021, 10:48
Official
Dear Ilze,
Thank you for your mail.
Feedback has been provided yesterday evening and a further follow up this morning to the account holder.
Kind Regards
Roanne
Thank you for your mail.
Feedback has been provided yesterday evening and a further follow up this morning to the account holder.
Kind Regards
Roanne
IH
Ilze H's updateReviewer Update
06 Jul 2021, 12:46Good Day,
Thank you for the feedback, and I do not care if you feel Like you don't have to give me feedback as I am married to the account holder and need the info to know when I can go back home to work from home.(covid times and all) If I was a new customer I could understand but I am not a new customer and I am pretty sure I am called a difficult customer I do not care. Please get this sorted as soon as possible
Thank you for the feedback, and I do not care if you feel Like you don't have to give me feedback as I am married to the account holder and need the info to know when I can go back home to work from home.(covid times and all) If I was a new customer I could understand but I am not a new customer and I am pretty sure I am called a difficult customer I do not care. Please get this sorted as soon as possible
IH
Ilze H's update06 Jul 2021, 12:46
Reviewer Update
Good Day,
Thank you for the feedback, and I do not care if you feel Like you don't have to give me feedback as I am married to the account holder and need the info to know when I can go back home to work from home.(covid times and all) If I was a new customer I could understand but I am not a new customer and I am pretty sure I am called a difficult customer I do not care. Please get this sorted as soon as possible
Thank you for the feedback, and I do not care if you feel Like you don't have to give me feedback as I am married to the account holder and need the info to know when I can go back home to work from home.(covid times and all) If I was a new customer I could understand but I am not a new customer and I am pretty sure I am called a difficult customer I do not care. Please get this sorted as soon as possible