Worst customer service and failure to delivery services

Item: Centracom
Rating: 1
Author: Katelinah M

Worst company to deal with. We app**** for Fibre installation over 2 months ago and still not connected. The sales person came and delivered a great proposal and made all sorts of promises. 2 months later he has not responded to any of the emails and it is now the responsibility of the projects coordinator to see to finish. The turnaround time is taking forever. They use different service providers to connect and nothing is communicated while time passes by. Appalling and false promises. Where are you Wesley?

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Replies (1)

Centracom's replyOfficial

11 Jan 2023, 13:24

Hi Katelinah

Thanks for your feedback here. I have looked into your installation and what has caused the delays:

Wesley met with you in October and processed your deal on the 19th of October 2022.
A deal like this typically takes 4 weeks (as per Liquid), but can take longer due to unforeseen issues. Your installation was initially booked for the end on November 2022
Initially Liquid had a problem finding power in the server room, and the fibre was then scheduled to be completed on the 5th of December 2022.
Due to a major cable break in the area the cutover was delayed.
Liquid repaired the break on the 20th of December.
The fibre installation will be cut over on Thursday 12th of January. The delay here is due to industry closures over the Christmas period. Only emergency teams are available, not installation teams.
Our Projects team has been in communication with Sungu Sungu Projects before and after the December closures accordingly.

I understand your frustration, but cable breaks and the telecom industry closures from 21 Dec 2022 - 9th Jan 2023 are things we can't control.

We do apologize for the inconvenience and assure you we will do everything possible to make sure tomorrow goes smoothly.

Regards

Grant Bullimore
Head of Marketing

Centracom's reply11 Jan 2023, 13:24

Official

Hi Katelinah

Thanks for your feedback here. I have looked into your installation and what has caused the delays:

Wesley met with you in October and processed your deal on the 19th of October 2022.
A deal like this typically takes 4 weeks (as per Liquid), but can take longer due to unforeseen issues. Your installation was initially booked for the end on November 2022
Initially Liquid had a problem finding power in the server room, and the fibre was then scheduled to be completed on the 5th of December 2022.
Due to a major cable break in the area the cutover was delayed.
Liquid repaired the break on the 20th of December.
The fibre installation will be cut over on Thursday 12th of January. The delay here is due to industry closures over the Christmas period. Only emergency teams are available, not installation teams.
Our Projects team has been in communication with Sungu Sungu Projects before and after the December closures accordingly.