TB
Tarri B
1 reviews | Active since Jun 2011
19 Feb 2019, 10:10
Horrific Experience With Bitco
This is one of the most arrogant companies we have ever dealt with,working with them is extremely unpleasant. We currently have a contract with Bitco and we are not receiving the service we should be at all. The secondary line that we have with Bitco as a Back-Up when the internet goes down - has not worked from day one of using their service. We had a massive crisis last year +- 8 months ago where our main fiber line went down - the backup service was also on dark fiber africa and this did not work. We have brought this to Bitcos attention many many times, they have refused to either acknowledge this or credit us BUT continue to bill us without even trying to manage our issue. We have dealt with Jessica Schluter and the MD Michael Collin. According to them this was dealt with and it was not. They keep taking our money without providing a service at all. We have signed a contract with a new service provider but this takes time to implement as our main fiber is with Bitco. I would be very cautious to use this company as they do not deliver what they offer.
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Replies (2)
BitCo's replyOfficial
19 Feb 2019, 10:41Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
Morne Minnaar
Customer Service Manager
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
Morne Minnaar
Customer Service Manager
BitCo's reply19 Feb 2019, 10:41
Official
Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
Morne Minnaar
Customer Service Manager
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
Morne Minnaar
Customer Service Manager
BitCo's replyOfficial
21 Feb 2019, 10:23Good Day Tarri,
Apologies for the delayed response, I was collecting all the relevant information in order to give a you a detailed response. In response to your initial post, your organisation had procured a Fibre service from BitCo with a secondary wireless connection to be used as a backup connection in the event that your last mile Fibre service goes offline. On the 13th September 2018, BitCo experienced a Network Outage in the Midrand and Pretoria areas, This outage was related to one of our core switches experiencing a failure resulting in downtime for all customers on the affected network zone.
The backup wireless connection installed is designed to protect your business against a last mile Fibre break, which can happen from time to time. This connection unfortunately will not protect you against a core outage in a specific area. BitCo’s network engineering teams responded to the point of failure and all services were restored within approximately 3 hours (which is within our 99% uptime guarantee).
During this network fault the high site which accommodates the Microwave connection was extremely congested due to the re-routing of traffic and the voice prioritisation technology, resulting in your fail over wireless not working correctly. Once the main fault had been cleared, The Chief Sales Officer spoke to your Director and explained the solution in place and offered you the option to cancel your backup connection with no cancellation fees by giving us 30 days written notice (which is standard industry practice). The Chief sales officer also recommended that we would send a technical resource out to test the secondary connection and advised that the customer relations manager would be in contact to arrange this. The customer relations manager sent an e-mail to your company on the 18th September 2018 advising that our scheduling department would be in contact to make the necessary arrangements. The BitCo scheduling department requested a suitable testing date and time and received no feedback. The Customer Relations Manager received an e-mail stating that we can collect our equipment, meaning we were unable to test the equipment and demonstrate the secondary link functionality. BitCo did not receive any further communication until the 5th of December 2018 when the billing was queried via a ticket on our helpdesk platform.
The Customer Relations Manager then responded advising that you would need to provide 30 days written notice to cancel your secondary connection. The ticket was then closed with no further response received.
A new ticket was created on the 7th of February 2019 with the same billing query and our customer relations manager responded to the same effect requesting the 30 days written notice in order to decommission the secondary connection. On the 20th of February 2019, at approximately 15:08pm your Fibre service to your business failed, BitCo’s support team immediately logged the fault with DFA and spoke to a representative of your business who migrated your service to your backup wireless connection and all services were running over the backup microwave connection.
As of this morning 21 February your business is still running over the backup Microwave connection and the BitCo support team will soon be in touch to move your services back to your primary Fibre connection as DFA restored all services at approximately 16:30 on the 20th of February 2019. BitCo would like to confirm the availability of your microwave connection has been above our operational standard of 99% operational uptime, BitCo is committed to work with your organisation to ensure you have the best possible technology in place to ensure operational efficacy along with the highest possible uptime. If you would like to proceed with the cancellation of your secondary connection you are most welcome to do so by sending this request in writing to ***, please note that we require 30 days notice to cancel this service. Please feel free to contact us if we can assist in any way.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
Apologies for the delayed response, I was collecting all the relevant information in order to give a you a detailed response. In response to your initial post, your organisation had procured a Fibre service from BitCo with a secondary wireless connection to be used as a backup connection in the event that your last mile Fibre service goes offline. On the 13th September 2018, BitCo experienced a Network Outage in the Midrand and Pretoria areas, This outage was related to one of our core switches experiencing a failure resulting in downtime for all customers on the affected network zone.
The backup wireless connection installed is designed to protect your business against a last mile Fibre break, which can happen from time to time. This connection unfortunately will not protect you against a core outage in a specific area. BitCo’s network engineering teams responded to the point of failure and all services were restored within approximately 3 hours (which is within our 99% uptime guarantee).
During this network fault the high site which accommodates the Microwave connection was extremely congested due to the re-routing of traffic and the voice prioritisation technology, resulting in your fail over wireless not working correctly. Once the main fault had been cleared, The Chief Sales Officer spoke to your Director and explained the solution in place and offered you the option to cancel your backup connection with no cancellation fees by giving us 30 days written notice (which is standard industry practice). The Chief sales officer also recommended that we would send a technical resource out to test the secondary connection and advised that the customer relations manager would be in contact to arrange this. The customer relations manager sent an e-mail to your company on the 18th September 2018 advising that our scheduling department would be in contact to make the necessary arrangements. The BitCo scheduling department requested a suitable testing date and time and received no feedback. The Customer Relations Manager received an e-mail stating that we can collect our equipment, meaning we were unable to test the equipment and demonstrate the secondary link functionality. BitCo did not receive any further communication until the 5th of December 2018 when the billing was queried via a ticket on our helpdesk platform.
The Customer Relations Manager then responded advising that you would need to provide 30 days written notice to cancel your secondary connection. The ticket was then closed with no further response received.
A new ticket was created on the 7th of February 2019 with the same billing query and our customer relations manager responded to the same effect requesting the 30 days written notice in order to decommission the secondary connection. On the 20th of February 2019, at approximately 15:08pm your Fibre service to your business failed, BitCo’s support team immediately logged the fault with DFA and spoke to a representative of your business who migrated your service to your backup wireless connection and all services were running over the backup microwave connection.
As of this morning 21 February your business is still running over the backup Microwave connection and the BitCo support team will soon be in touch to move your services back to your primary Fibre connection as DFA restored all services at approximately 16:30 on the 20th of February 2019. BitCo would like to confirm the availability of your microwave connection has been above our operational standard of 99% operational uptime, BitCo is committed to work with your organisation to ensure you have the best possible technology in place to ensure operational efficacy along with the highest possible uptime. If you would like to proceed with the cancellation of your secondary connection you are most welcome to do so by sending this request in writing to ***, please note that we require 30 days notice to cancel this service. Please feel free to contact us if we can assist in any way.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
BitCo's reply21 Feb 2019, 10:23
Official
Good Day Tarri,
Apologies for the delayed response, I was collecting all the relevant information in order to give a you a detailed response. In response to your initial post, your organisation had procured a Fibre service from BitCo with a secondary wireless connection to be used as a backup connection in the event that your last mile Fibre service goes offline. On the 13th September 2018, BitCo experienced a Network Outage in the Midrand and Pretoria areas, This outage was related to one of our core switches experiencing a failure resulting in downtime for all customers on the affected network zone.
The backup wireless connection installed is designed to protect your business against a last mile Fibre break, which can happen from time to time. This connection unfortunately will not protect you against a core outage in a specific area. BitCo’s network engineering teams responded to the point of failure and all services were restored within approximately 3 hours (which is within our 99% uptime guarantee).
During this network fault the high site which accommodates the Microwave connection was extremely congested due to the re-routing of traffic and the voice prioritisation technology, resulting in your fail over wireless not working correctly. Once the main fault had been cleared, The Chief Sales Officer spoke to your Director and explained the solution in place and offered you the option to cancel your backup connection with no cancellation fees by giving us 30 days written notice (which is standard industry practice). The Chief sales officer also recommended that we would send a technical resource out to test the secondary connection and advised that the customer relations manager would be in contact to arrange this. The customer relations manager sent an e-mail to your company on the 18th September 2018 advising that our scheduling department would be in contact to make the necessary arrangements. The BitCo scheduling department requested a suitable testing date and time and received no feedback. The Customer Relations Manager received an e-mail stating that we can collect our equipment, meaning we were unable to test the equipment and demonstrate the secondary link functionality. BitCo did not receive any further communication until the 5th of December 2018 when the billing was queried via a ticket on our helpdesk platform.
The Customer Relations Manager then responded advising that you would need to provide 30 days written notice to cancel your secondary connection. The ticket was then closed with no further response received.
A new ticket was created on the 7th of February 2019 with the same billing query and our customer relations manager responded to the same effect requesting the 30 days written notice in order to decommission the secondary connection. On the 20th of February 2019, at approximately 15:08pm your Fibre service to your business failed, BitCo’s support team immediately logged the fault with DFA and spoke to a representative of your business who migrated your service to your backup wireless connection and all services were running over the backup microwave connection.
As of this morning 21 February your business is still running over the backup Microwave connection and the BitCo support team will soon be in touch to move your services back to your primary Fibre connection as DFA restored all services at approximately 16:30 on the 20th of February 2019. BitCo would like to confirm the availability of your microwave connection has been above our operational standard of 99% operational uptime, BitCo is committed to work with your organisation to ensure you have the best possible technology in place to ensure operational efficacy along with the highest possible uptime. If you would like to proceed with the cancellation of your secondary connection you are most welcome to do so by sending this request in writing to ***, please note that we require 30 days notice to cancel this service. Please feel free to contact us if we can assist in any way.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
Apologies for the delayed response, I was collecting all the relevant information in order to give a you a detailed response. In response to your initial post, your organisation had procured a Fibre service from BitCo with a secondary wireless connection to be used as a backup connection in the event that your last mile Fibre service goes offline. On the 13th September 2018, BitCo experienced a Network Outage in the Midrand and Pretoria areas, This outage was related to one of our core switches experiencing a failure resulting in downtime for all customers on the affected network zone.
The backup wireless connection installed is designed to protect your business against a last mile Fibre break, which can happen from time to time. This connection unfortunately will not protect you against a core outage in a specific area. BitCo’s network engineering teams responded to the point of failure and all services were restored within approximately 3 hours (which is within our 99% uptime guarantee).
During this network fault the high site which accommodates the Microwave connection was extremely congested due to the re-routing of traffic and the voice prioritisation technology, resulting in your fail over wireless not working correctly. Once the main fault had been cleared, The Chief Sales Officer spoke to your Director and explained the solution in place and offered you the option to cancel your backup connection with no cancellation fees by giving us 30 days written notice (which is standard industry practice). The Chief sales officer also recommended that we would send a technical resource out to test the secondary connection and advised that the customer relations manager would be in contact to arrange this. The customer relations manager sent an e-mail to your company on the 18th September 2018 advising that our scheduling department would be in contact to make the necessary arrangements. The BitCo scheduling department requested a suitable testing date and time and received no feedback. The Customer Relations Manager received an e-mail stating that we can collect our equipment, meaning we were unable to test the equipment and demonstrate the secondary link functionality. BitCo did not receive any further communication until the 5th of December 2018 when the billing was queried via a ticket on our helpdesk platform.
The Customer Relations Manager then responded advising that you would need to provide 30 days written notice to cancel your secondary connection. The ticket was then closed with no further response received.
A new ticket was created on the 7th of February 2019 with the same billing query and our customer relations manager responded to the same effect requesting the 30 days written notice in order to decommission the secondary connection. On the 20th of February 2019, at approximately 15:08pm your Fibre service to your business failed, BitCo’s support team immediately logged the fault with DFA and spoke to a representative of your business who migrated your service to your backup wireless connection and all services were running over the backup microwave connection.
As of this morning 21 February your business is still running over the backup Microwave connection and the BitCo support team will soon be in touch to move your services back to your primary Fibre connection as DFA restored all services at approximately 16:30 on the 20th of February 2019. BitCo would like to confirm the availability of your microwave connection has been above our operational standard of 99% operational uptime, BitCo is committed to work with your organisation to ensure you have the best possible technology in place to ensure operational efficacy along with the highest possible uptime. If you would like to proceed with the cancellation of your secondary connection you are most welcome to do so by sending this request in writing to ***, please note that we require 30 days notice to cancel this service. Please feel free to contact us if we can assist in any way.
Kind Regards,
Jarryd Chatz
Chief Executive Officer