1 reviews | Active since Mar 2019
Under selling their clients and bad service
We have several campuses across South-Africa with Bitco Fibre installed We have weekly occurrences where we are not even getting half of the bandwidth we are paying for. Every time we log a call with them to assess why we are being cheated out of our bandwidth, they will either respond in only about a week's time, and only then do they start troubleshooting. In all the instances with our JHb campus, we would prove to them that the bandwidth is not even half of what it should be, then they would send someone out to assess, where about they will say that nothing is wrong with the internet. This is extremely sly, as they will fix on their side or when the technician is out, then claim that nothing was wrong. I then requested that they please monitor the line and send us weekly statistical feedback to show us that the line is working fine. This was requested over two months ago, and have been requested every week from them - with NO response - not a mail, not a phone call. This leaves us in a position where we cannot prove that they are in actual fact, underselling our bandwidth to us, and we cannot cancel without proof. This is really frustrating, as we have a business contract and cannot get out of it. Nobody will take my call or even return my calls The people in question here is: Gary Kruuse - network manager - CPT ( ********** 801 / ********** 000 | Ext 2610) and his boss Dewald Swanepoel and his boss Runius van der Ryst - who has chosen not to even acknowledge my requests. Please can someone do something about this
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,
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,
BitCo would like to apologies for the experience with regards to the current situation, especially with regards to the lack of communication that you have received.
Senior BitCo Management have investigated and have concluded the following:
- Your organisation has purchased a 300Mbps (JHB site), 150Mbps (Durban site) and 300Mbps (Cape Town site)
- The speed that was purchased is the speed between the BitCo network and the onsite devices (BitCo CPE) at your organisation.
- Speed tests conducted show full speeds are reached between the BitCo Network and the onsite device.
In order to put your mind at rest the BitCo Networks Manager will forward you a technical report showing results of these speeds tests (up to the onsite BitCo device). If there is a situation where you are not receiving the speeds from the BitCo onsite device, contact us immediately in order to get someone out to assess.
From the situation that you have explained and that has been documented, it is difficult for all parties to isolate where the cause of the problem resides. At this moment in time, we can rule out the BitCo connection. Irrespective of any cause, BitCo strive to ensure that the experience held by the customer is of the best. And in keeping with that, BitCo would like to send a senior field engineer to site and assist in assessment of your entire organisation.
BitCo strives to ensure that customers stay with BitCo and are happy; with the technical reports, an offer to fault find onsite with you, I trust that we will work together in alleviating your concerns.
Your BitCo Account Manager will be in touch with you today to see how you would like to take this forward.
Kind regards,
Warren Gabryk
Chief Operating Officer
BitCo would like to apologies for the experience with regards to the current situation, especially with regards to the lack of communication that you have received.
Senior BitCo Management have investigated and have concluded the following:
- Your organisation has purchased a 300Mbps (JHB site), 150Mbps (Durban site) and 300Mbps (Cape Town site)
- The speed that was purchased is the speed between the BitCo network and the onsite devices (BitCo CPE) at your organisation.
- Speed tests conducted show full speeds are reached between the BitCo Network and the onsite device.
In order to put your mind at rest the BitCo Networks Manager will forward you a technical report showing results of these speeds tests (up to the onsite BitCo device). If there is a situation where you are not receiving the speeds from the BitCo onsite device, contact us immediately in order to get someone out to assess.
From the situation that you have explained and that has been documented, it is difficult for all parties to isolate where the cause of the problem resides. At this moment in time, we can rule out the BitCo connection. Irrespective of any cause, BitCo strive to ensure that the experience held by the customer is of the best. And in keeping with that, BitCo would like to send a senior field engineer to site and assist in assessment of your entire organisation.
BitCo strives to ensure that customers stay with BitCo and are happy; with the technical reports, an offer to fault find onsite with you, I trust that we will work together in alleviating your concerns.
Your BitCo Account Manager will be in touch with you today to see how you would like to take this forward.
Kind regards,
Warren Gabryk
Chief Operating Officer