MT
Mauricio T
1 reviews | Active since May 2016
08 May 2017, 12:14
ZERO Customer Service
<p>My line has been losing speed over time. After complaining several times I gave up and just learned to live with it. Now it's really bad. 2mbps when i'm paying for 5. Logged a complaint. Got the normal run around. Was told it's being assessed will get back to me, still nothing.</p> <p> </p> <p>Called again, lady email the service supervisor and copied me in. No reply from him either. I have never come across a company with such bad customer service. Been with them for over 2 years I speak from experience. Just don't sign up with these guys. Worst decision ever.</p>
Helpful (0)
Replies (4)0
Replies (4)
BitCo's replyOfficial
08 May 2017, 12:22Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Best regards,
BitCo's reply08 May 2017, 12:22
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.
Best regards,
BitCo's replyOfficial
10 May 2017, 09:57Good day
We have done a full investigation on the complaint and found the following.
Over the last year there were only a handful of tickets logged with our support desk, of which only one ticket was relating to speed problems. We have found that the tower you are connecting to, is subject to interference from time to time and we have made some adjustment to your connection to bypass the problem. We are sure to this will resolve the problem you have been experiencing.
As per our telephonic conversation with our customer service manager, we will also provide you with and upgrade to a higher package to improve your experience.
We ask that if you do experience any problems in the future, that you make use of our support desk for investigation. Should you not receive the service you require, please contact our customer service manager, with whom you have been in contact with over the last few days. He will be in touch with you to discuss the upgrade to your current connection.
Please know that we will always assist where possible and we do value you as a client.
Best regards,
BitCo's reply10 May 2017, 09:57
Official
Good day
We have done a full investigation on the complaint and found the following.
Over the last year there were only a handful of tickets logged with our support desk, of which only one ticket was relating to speed problems. We have found that the tower you are connecting to, is subject to interference from time to time and we have made some adjustment to your connection to bypass the problem. We are sure to this will resolve the problem you have been experiencing.
As per our telephonic conversation with our customer service manager, we will also provide you with and upgrade to a higher package to improve your experience.
We ask that if you do experience any problems in the future, that you make use of our support desk for investigation. Should you not receive the service you require, please contact our customer service manager, with whom you have been in contact with over the last few days. He will be in touch with you to discuss the upgrade to your current connection.
Please know that we will always assist where possible and we do value you as a client.
Best regards,
MT
Mauricio T's updateReviewer Update
16 May 2017, 20:52After this complaint I got a call from a gent called Morne. He was very attentive and promissed to resolve the issue the next day. This went on for the entire week. Eventually it was resolved the Friday, so 5 days. I was offered a Free upgrade to a 10 meg line saving me R100p/m. I am grateful for the upgrade. However, i don't get 10megs. The most i get is in the high sevens but it is better than a 3 meg line. Nevertheless they promissed to resolve the issue which they did. It's a pity I had to post a complaint on this site to get attention.
Just a note to Bitco, thank goodness you have Morner to calm things down. And your support centre needs to stop assuming we all stupid and the problem lies with the customer. If they say they will look into it they should call back at some point with informative feedback, not leave the customer hanging. However Morne has restored my faith in Bitco and i am grateful they resolved it for me. Thank you.
MT
Mauricio T's update16 May 2017, 20:52
Reviewer Update
After this complaint I got a call from a gent called Morne. He was very attentive and promissed to resolve the issue the next day. This went on for the entire week. Eventually it was resolved the Friday, so 5 days. I was offered a Free upgrade to a 10 meg line saving me R100p/m. I am grateful for the upgrade. However, i don't get 10megs. The most i get is in the high sevens but it is better than a 3 meg line. Nevertheless they promissed to resolve the issue which they did. It's a pity I had to post a complaint on this site to get attention.
Just a note to Bitco, thank goodness you have Morner to calm things down. And your support centre needs to stop assuming we all stupid and the problem lies with the customer. If they say they will look into it they should call back at some point with informative feedback, not leave the customer hanging. However Morne has restored my faith in Bitco and i am grateful they resolved it for me. Thank you.
BitCo's replyOfficial
17 May 2017, 15:15Hi Mauricio,
Thank you for your patience, sometimes these things aren't the easiest to resolve so they can cane some time.
I will relay your support comments to the head of the department, so we can better support all of our customers.
I will also mention your compliment regarding Morne to his Executive.
Have a great week further.
Best regards,
BitCo's reply17 May 2017, 15:15
Official
Hi Mauricio,
Thank you for your patience, sometimes these things aren't the easiest to resolve so they can cane some time.
I will relay your support comments to the head of the department, so we can better support all of our customers.
I will also mention your compliment regarding Morne to his Executive.
Have a great week further.
Best regards,