Worst experience ever

I would just like to inform you of the poor, unsatisfactory and inadequate service we have received from your company. We live in Herm****, Hemel and Aarde Estate and recently got fibre installed in the complex through Open Serve. On Saturday 10 August, there was an open day where all the ISPN’s could come and offer their various fibre packages. After meeting Charlton Jones, and listening to all his promises of good follow up and excellent client service we decided to go with Cell C. The whole process started on the 12 of August where I corresponded with Grant Strong. On Friday 23 August our rooter was delivered. After speaking with Grant, he said he would ask the technician to contact me and assist me with the installation process. I asked him specifically if we experience any problems if I can contact him on the number he phoned from and he said anytime. But unfortunately up till today, that is the last time I have ever heard from him. The technician, Warren, gave me a call that Friday and our whole nightmare with your company started. Since that Friday where “everything should be up and running within minutes” (another false promise from your company) nothing happened. The installation process failed due to invalid password / username. All your technician said was that it will take 24 to 48 hours for the call to be “logged” from Open Serve’s side and then after that we will have internet. By Sunday still nothing had happened. I sent the technician a sms as well as Grant and Chris (the technician from Open Serve). Both people from Cell C did not to respond. The only response I got was from Chris from Open Serve promising me that he will come through to Herm**** first thing Monday morning and see what the problem was. When he got there on Monday, he said the problem is not with Open Serve, it is with Cell C. We have phoned numerous times, from our side. There was absolutely NO follow up from Cell C’s side whether our problem have been solved. On Monday evening again I tried getting hold of Grant but he didn’t pick up his phone or just pressed the phone onto voicemail. The only person I could get hold of was Charlton. He then phoned Grant and funny enough, Grant chose to speak to him so Charlton became the liaison person between us and Grant. I know and understand that everyone is busy, but if you deliberately decide not to respond to a message or not to pick up your phone when you know a client is experiencing problems, that is just unacceptable to me. If you do not have the work ethics do deal with clients, then you appoint someone to do it for you. Up till now, I have not had any contact or feedback from Grant.

By Tuesday afternoon when I got home we still had no internet (after your technician said we should have as they had received an email saying the line is open. The line had been open since Friday!) and the only person there at my house trying to solve the problem was again Chris for Open Serve, Cell C nowhere to be seen. By then my partner and I was at the point of cancelling the whole deal and Chris jumped in and phoned Warren, because since Friday all the blame was on Open Serve. Cell C never took responsibility for anything. Chris told Warren that since Friday we had an open link from their side and when Chris started investigating the whole thing, going through the whole connection process, he discovered that the problem lies with the faulty username and password your company created. He informed Warren about this and after waiting another few hours Warren just changed the username and password and everything was up and running, how ridiculous!!!!!!!!!!!!!!!! So my question is: 1. Why couldn’t this just be done on Friday? 2. Where is the promises Cell C made that if we experience any problems they will follow up and send someone out to come and have a look what the problem is? 3. Why did it take someone from Open Serve to inform your company and your technician what the problem is and how they must solve it? Is your people so inadequate to do their jobs? That is creating a feeling of uncer*****y from me as a client. 4. Why until today didn’t we receive any guidance / support from your Regional Manager, Grant and why did we have to do all the phoning, and problem solving? This has been a totally unacceptable experience for us and we will definitely not be recommending Cell C to anybody we know. If this is the service you will be providing in the Herm**** area, be assured that you will definitely not be signing up significant volume of new Customers.