Poor voice quality = poor customer service

Good day Vanee
Please note that I am unable to phone you back, as our voice is completely down since this morning and was on the phone with Bitco when you phoned the second time. They told me to reset the equipment which I did, but it's still off. You are welcome to phone me again.

Good day Vanee
We are still experiencing the same issue. Please assist.

Still no change in our voice quality.... we can't hear our clients. I want this sorted TODAY!

Vanee,

The problem was not sorted today. I was contacted and notified that a technician will visit the site between 13:00 and 14:00. No one ever showed up and were not even notified that the technician was unable to make the appointment. This completely confirms the subject of my complaint...

Good day

Any feedback on this please? One of the handsets has also stopped working and displays a flashing message of "Register handset".

Good day

It has been another 3 weeks since my last entry and yet still no progress on the new base? One handset still not working and voice still unclear. Intermittent internet outages (more than actually acceptable).

Problem with the service received, but no problem with the debit orders going through each month without a hitch...

Vadee,

It should be noted that the intermittent internet connection disruptions are not only for today, but no less than probably 5 times per week. There seems to be a problem with the service delivery in the Rustenburg area, as connections are never constant (definitely not the gauranteed 99% uptime as advertised).

Also, regarding the poor voice quality and not mentioned in your previous reply, is that I, as the customer was provided with incorrect information by a BitCo technician, which placed me under the wrong impression. This, referring to the fact that I was told on 30/10/2020 by the technician that the problem seems to be with the base and that Rustenburg does not have stock, so he put in an order for one from Johannesburg to be replaced (no mention that we will have to buy a new base). On 12/11/2020 I was told by yourself that the base was never ordered and you took the matter further. Only today when I once again required feedback, I was informed that I actually have to buy a new base (almost 5 weeks later), because the previous base was not supp**** by BitCo.

I contacted BitCo on this platform as I did not receive any proper assistance using the support options and will continue to do so until the matter of poor voice quality has been resolved to customer satisfaction.

Edmundo Anjinho made a post on Facebook regarding my complaint 17 weeks ago... he was not wrong. We are still awaiting new phones to be configured after tireless communication. The latest excuse (after technicians visited the site on Friday, 26/2/2021, for the installation of the phones and new gear to accomodate a stronger internet connection) was that two units won't power up, so they can't do anything until sorted with head office. Received confirmation that the equipment was "rained on", so new ones will have to be ordered and duration is "unknown", as "this has never happened before".
Who sends a soldier to war with a faulty gun? How poorly are electrical equipment handled to be "rained on", which as I understand are sent via a courier to the requested province as well? Don't they test the equipment when received???
Part of the phone upgrade is another 3 year contract moving from 10mbps to 50mbps. Given the fluctuations of no connection
tonight on the normal 10mbps, what will await us in future........????

So.......... as the rain falls outside here in Rustenburg we are yet again left without an internet connection... this is a constant reoccurance. Please explain and elaborate as to why an internet connection from a supposedly reputable company is interrupted by a little rain.... EVERY TIME? It's like I have a DSTV decoder, yet paying thousands more per month? Also, our debit order of more than R15 000.00 went through to Bitco, no sweat... where is our voice solution Jessica Buitendag? NO MORE EXCUSES, you call me when you have a solution to the problem and that phone call will happen by no later than 17:00, 9/4/2021. You said the head of voice found a solution and it was supposedly implemented on 29/3/2021. Never was and I duly notified you of this, with NO response ever after that....